A hotline is staffed by counselors who offer individualized information to caregivers. The counselors maintain a database of information and resources for caregivers and care recipients, and are able to help the caregivers find information and educational programs on specific issues and problems they face. The counselors also keep lists of organizations in each community that provide services such as adult day care and respite, home care, case management, and counseling and support, refer callers, and follow-up to ensure that services are received.

Some caregivers are experiencing severe stress in their own lives that result from the demands of caregiving. They are referred to a social worker who provides support and problem solving about their own caregiving issues, and may be referred to a support group.