Elder-Friendly Law Offices
By Richard Ingham

There are 600,000 Oklahomans age 60 and older. They have legal needs the satisfaction of which will make you glad to be a lawyer. More will come to your office if only you will make a few changes.

The changes I am suggesting are designed to make coming to your office, sitting in your waiting room and reading drafts of your documents easier for your older clients. They are based on conversations with older clients and the experience of aging experts.

Have a live person answer the phone.
This will change over time, but now, many seniors are uncomfortable with complicated telephone menus. And please instruct the receptionist to be prepared for hearing-impaired callers.

Use large type fonts on letters, documents and e-mails.
If your client can't read your work, he can't understand it. Use 14-point type or larger.

Be able to answer your clients' non-legal questions about where to go for social services.
The best answer is the Senior Info Line, (800) 211-2116. Callers are automatically routed to the nearest area agency on aging where the information and assistance specialist on staff can answer questions about adult day care, free or discount prescription drugs, how to find a good nursing home and available transit services.

Nurture your clients' advocacy impulses.
Some clients may not like the answers you give them about the state of the law, grandparents' visitation rights and the lack of funding for the Public Guardianship Program, are a few examples that come to mind. If so, don't say there's nothing we can do about it. Direct them to statewide aging advocacy organizations; call the Senior Info Line for names and numbers. There isn't a more tenacious advocate for elder rights laws than an older Oklahoman with time and dedication.

Offer preferred parking for seniors.
Also, add a sign pointing the way to the entrance.

No smoking - anywhere.
Since about 90 percent of persons 65 and older don't smoke, but many have respiratory problems, a smoke-free environment is important.

Display elder-friendly art.
Art is good for the soul and also good for starting conversations. You'll get more of the latter with western and historical scenes. Plants can do the same for green-thumbed clients.

Make house calls.
This alleviates fears of downtown and parking - and is greatly appreciated. Be alert to confidentiality issues if family members are present when you visit; never assume a client is willfully being truthful when she says she wants a supporter present for the meeting.

Chairs in the reception area and offices should have arms.
Low, overstuffed, armless chairs are hard to leave.

Lighting.
Make it bright in reception areas, offices, parking areas, walkways and entrances.

For even more ideas, call Christina Bloomer, Elder-Friendly Business Certification Program director, at (405) 942-8500.

Richard Ingham is the State Legal Services Developer in the Aging Services Division, Oklahoma Department of Human Services in Oklahoma City.