‘Dialing 911 With Dignity’ in Delaware : Health: Those who routinely visit homes are trained to spot problems. In one case, a telephone worker’s concern saved a woman’s life.

A telephone worker who had to make two consecutive visits to an older woman’s home saw a marked change in her the second day.

He persuaded her to let him call for help. When a nurse and social worker arrived, they found the woman in cardiac arrest. Fortunately, they were able to get her to a hospital and save her life.

Carolyn Burger, president of Bell Atlantic Delaware, cited the case recently as an example of the benefits of the Gatekeeper Program.

The state Division of Aging announced the expansion of the program, which puts utility workers and others on the alert for problems in the homes of older people and disabled adults. Bell Atlantic Delaware was among seven companies that signed up Jan. 11, meaning that several hundred workers will be joining the program.

“We’re going to be looking at banks, pharmacies and food markets because they come into contact with older people on a day-to-day basis,” said Eleanor Cain, aging division director.

Under the program, employees of the participating companies will be trained to identify the elderly and physically disabled who may need help. They will be trained to observe--during routine service calls--whether the person’s home is in disarray, whether the person appears confused, has a medical impairment, such as a hearing problem, or whether the person has neglected his or her personal appearance, among other things.

If the employees think there are problems, they will notify the contact person with their company who has been designated as the liaison with the state. That person then makes the referral to the state, which follows up with a visit by a social worker.

Cain noted, however, that not every referral results in help for the person in need because they may refuse assistance.

“We’ve had people refuse. An adult has the right to live as they choose,” she said.

Jack F. McCarthy, deputy assistant secretary for aging under the U.S. Department of Health and Human Services, said Delaware is the first state to expand the Gatekeeper program statewide. The Gatekeeper concept began in 1978 in Spokane, Wash., and has been adopted around the country.

The program started in Delaware in 1989 with an agreement between the state and the Delmarva Power & Light Co.

Since the program began, DP&L; has made nearly 400 referrals to the state. Gary Fullman, public relations manager for DP&L;, said one meter reader described the program as “dialing 911 with dignity.”

With help from the businesses, the state will be able to help elderly and disabled people who may be unaware of the state services available to them.

“The help and assistance the people receive (through the program) will enable them to live independently. We are helping a vulnerable population,” said Muriel Rusten, deputy secretary of the Department of Health and Social Services.