Is Independence Northwest open?
We’re still operating during our regular business hours, just offering supports a bit differently. We closed our physical office to outside visitors on March 12th, 2020. All twenty members of the INW team are working remotely, providing case management and resource connections to our 508 customers. We are all available by phone, email, and video conference. While we’re not sure where the each week will take us, our office is closed at the very least until July 1st, 2020. You can find a full listing of our staff by clicking here.
How can I get in touch with my Personal Agent?
If you call our main line at 503-546-2950, you can connect to your Personal Agent’s extension and leave a voicemail. PAs are working full time and keep typical office hours. If your PA is not working or is unable to work for some reason, their outgoing voicemail or email out-of-office reply will tell you who can assist you in their absence. We have a coverage plan where two people back up any staff person who is unavailable. Click here for a list of staff extensions.
Can I meet with an INW Personal Agent or other staff member in person?
Not physically, but we can absolutely meet customers, family members, providers, and other advocates through use of video calls and conferencing. Talk to your Personal Agent about the platforms you prefer – and if you need help getting set up to hold an online meeting with us, we’re here to help.
Do we have to use video conferencing or can we just do things over the phone?
It’s important for us to see you, especially in this unusual time. Our staff is trained and ready to help you with video conferencing technology. If that’s just not possible, talk to us and we’ll support you however makes the most sense right now.
I need help finding a provider right now. Can you still help?
Absolutely. While we are naturally prioritizing health and safety requests right now, we are still here to help get you connected with the right supports. There are Direct Support Professionals and Personal Support Workers who are offering their services and we will do our best to connect you to the right person to meet your needs.
Can you accept time sheets and invoices by postal mail or fax while the office is closed?
We prefer electronic communication at this time wherever possible, but if that’s not possible you can mail items to us at 919 NE 19th Avenue Suite 275 Portland, OR 97232. We have staff checking mail at our office as regularly as we can. If you have any questions about how to ensure your timesheet or invoice is processed, please contact Finch Raffa at firstname.lastname@example.org or 503-546-2950 extension 125 to make arrangements with us.
I have a plan coming due. Will we still meet?
Absolutely. We’re still supporting customers with working on their goals.
I need help creating a plan in case I or someone in my support circle becomes ill. Can you help?
Yes we can. Since mid-March, Personal Agents have been calling all INW customers and talking with them about developing plans in case you or someone you depend on becomes ill due to COVID-19.
If I need help getting essentials like food and toiletries. Who should I call?
If you have a support services provider – either an agency or a Personal Support Worker – they would be your first point of contact. Right now, providers are allowed to bill for supports indirectly, which means you don’t have to be with them for the services to take place. Have questions? Give your Personal Agent a call and we can help.
What if I have an after hours emergency due to COVID-19 during the holidays?
If you are an INW customer (or support an INW customer) with immediate support needs related to COVID-19, please email covid19(at)independencenw.org or call our COVID-19 support line: 503-546-2957. The INW COVID Response Line is a temporary number set up to support INW customers and their caregivers over the Thanksgiving holiday and weekend given the surge in COVID-19 cases in the communities we serve. You may leave a message and someone from our leadership team will be in touch with you when we receive your message. Please note that this won’t be a Personal Agent since they are not staffed for on-call work.