DHS 10.23(5)(a)3.3. Telephone etiquette and communication skills, including how to recognize and respond to special hearing or language needs. DHS 10.23(5)(b)(b) Persons providing information and assistance services, long-term care options counseling, benefits counseling, the functional screen and financial eligibility and cost-sharing screen and choice counseling shall: DHS 10.23(5)(b)1.1. Be competent to provide these services to the resource center’s target population. DHS 10.23(5)(b)2.2. Meet at least one of the following requirements for education and experience: DHS 10.23(5)(b)2.a.a. Bachelor of arts or science degree, preferably in a health or human services related field, and at least one year of experience working with at least one of the resource center’s target populations. DHS 10.23(5)(b)2.b.b. Four years of post-secondary education and experience working with at least one of the target populations or an equivalent combination of education and experience, either in long-term support or a related human services field. DHS 10.23(5)(b)2.c.c. Other experience, training or both, as approved by the department based on a plan for providing formal and on-the-job training to develop the required expertise. DHS 10.23(5)(b)3.3. Be knowledgeable about the range, quality and availability of long-term care services offered within the resource center’s service area. DHS 10.23(6)(6) Operational requirements. A resource center shall do all of the following: DHS 10.23(6)(a)1.1. Develop and implement an ongoing program of marketing and outreach to inform members of its target population and their families, community agencies, health professionals and service providers of the availability of resource center services. DHS 10.23(6)(a)2.2. Provide information about family care to all eligible persons who are members of a target population served by a CMO that operates in the county and who are residents of nursing homes, community-based residential facilities, adult family homes and residential care apartment complexes in the geographic area of the resource center. The information provided shall cover all of the following: DHS 10.23(6)(a)2.a.a. The family care benefit, and the opportunities for enrollee choice within the benefit, including the opportunity for self-management of service funding under s. DHS 10.44 (2) (d) and (6), which populations are subject to mandatory enrollment, which populations are subject to voluntary enrollment, which populations are ineligible, and the right to disenroll in accordance with 42 CFR 438.56. DHS 10.23(6)(a)2.b.b. The services of the resource center, including information and assistance, benefits counseling, long-term care options counseling, advocacy assistance, the functional screen and financial eligibility and cost-sharing screen, and eligibility determination and enrollment in family care. DHS 10.23(6)(a)2.c.c. The services of any available care management organization, including the comprehensive assessment and care plan. DHS 10.23(6)(a)2.e.e. The services of available advocacy services external to the resource center, including services under s. 16.009 (2) (p), Stats., and how to access these services. DHS 10.23(6)(b)(b) Community needs identification. Implement a process for identifying unmet needs of its target population in the geographic area it serves. The process shall include input from members of the target populations and their representatives, and local government and service agencies including the care management organization, if any. The process shall include a systematic review of the needs of populations residing in public and private long-term care facilities, populations in need of public or private long-term care services, members of minority groups and people in rural areas. A resource center shall target its outreach, education, prevention and service development efforts based on the results of the needs identification process. DHS 10.23(6)(d)1.1. Except as provided in this par. and sub. (7), collect data about its operations as required by the department by contract. No data collection effort shall interfere with a person’s right to receive information anonymously or require personally identifiable information unless the person has authorized the resource center to have or share that information. DHS 10.23(6)(d)2.2. Report information as the department determines necessary, including information needed for doing all of the following: DHS 10.23(6)(d)2.a.a. Determining whether the resource center is meeting minimum quality standards and other requirements of its contract with the department. DHS 10.23(6)(d)2.b.b. Determining the extent to which the resource center is improving its performance on measurable indicators identified by the resource center in its current quality improvement plan. DHS 10.23(6)(d)2.c.c. Evaluating the effects of providing long-term care options counseling and choice counseling under this section.