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Speaker Abstracts(Follow this link to view information about file formats.) An Electronic Approach to Volunteer Training: Update on the NC SHIIP On–line Basic Training ProjectIn 2006, North Carolina's Seniors' Health Insurance Information Program (SHIIP) developed and implemented an on–line Basic Training course. This project was funded through a Leadership Grant given by the Centers for Medicare and Medicaid Services. At last year's conference a demonstration was offered to highlight this program, but now the training approach is in total release. This session will detail the method of developing the training program, outline the method of recruitment and tracking trainees progress, share data about the effectiveness of the training program, and demonstrate trends and summarize the first year of implementation. Presentation Downloads: An Electronic Approach to Volunteer Training
Fulfilling the Promise: Finding and Enrolling People in the Medicare Part D Extra HelpOne year into the implementation of Medicare Part D, over 90 percent of Medicare beneficiaries now have prescription drug coverage through Medicare or through creditable coverage. However, of the remaining 4 million people who do not have drug coverage, at least three–quarters (3 million people) are likely to be eligible for the Extra Help/Low–Income Subsidy (LIS). NCOA's My Medicare Matters campaign has extended its targeted community–based education to include a demonstration program using innovative strategies designed to find and reach seniors who may be eligible for the Extra Help/Low–Income Subsidy (LIS) through Medicare's prescription drug coverage. Nine community–based organizations were chosen through a competitive process to participate in the demonstration program designed to help identify effective and efficient strategies for reaching and enrolling those most in need. The organizations selected each received up to $100,000 in grant funding. This panel will present an overview of the "state of the field" in LIS outreach and enrollment, and will discuss two different innovative practice models being used by SHIPs to find people with Medicare of limited means and help them apply for the LIS. Presentation Downloads: Fulfilling the Promise: Finding and Enrolling People in the Medicare Part D Extra HelpScala
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Establishing and Maximizing the Use of PAP'sNorth Dakota and South Dakota are proud that 96% of their beneficiary population is covered with prescription drug plans. 81% of the beneficiaries in North Dakota are covered by Medicare or their employer; the remaining 15% use other creditable coverage. Our SHIP office has two employees. As with other SHIP offices, there were not enough employees to help our 104,000+ Medicare Beneficiaries enroll in Prescription Drug Plans in a matter of a few months. We depended on our partners, volunteers and the assistance of other programs such as Prescription Connection. This program is sponsored by the ND Insurance Department and employees two people. Prescription Connection of North Dakota was conceived by the ND legislature in 2003. They invested $150,000 and requested that the ND Insurance Department set up a plan by which ND Citizens could connect with no cost or low cost medications from pharmaceutical companies. Not only did Prescription Connection help the citizens of North Dakota enroll in free and discounted medication programs from the pharmaceutical companies; but they have assisted in one–on–one contacts with the Medicare population informing them about the Medicare Prescription Drug Plans and also by connecting that population with the Low Income Subsidy Applications. Increasingly, Prescription Connection is helping those in the Medicare Prescription Drug Gap or Donut Hole as pharmaceutical companies add programs for people participating in Part D. Prescription Connection has additional volunteers in addition to the SHIC volunteers. These volunteers understand how the PAP's work. People in North Dakota are benefiting from a relatively inexpensive program called Prescription Connection which could be duplicated in any state. It is a program that helps people of all ages. Employees advocate other resources that are available so referrals are made to agencies such as Community Action, County Social Services, Food banks, Lions Clubs, Centers for Independent Living, etc. ND Residents can also dial 211 for other resources. South Dakota has a similar program to Prescription Connection. In the past, they did have income guidelines which ND has never implemented. ND SHIC could briefly explain how Prescription Connection operates in North Dakota and how it works hand–in–hand with Medicare. North Dakota would be willing to mentor new states in adopting this program. Presentation Downloads: Developing a Statewide Prescription Assistance Program
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Working with American Indians and Alaska Natives and the IHS, Tribal and Urban ProgramsMany AIAN who meet the eligibility requirements for Medicare, Medicaid and SCHIP are not enrolled and significant outreach and counseling will be necessary to help them enroll . The AIAN population is generally underserved The AIAN population is disproportionately represented in virtually every health disparity category. AIAN often do not understand the relationship between the Medicare, Medicaid and SCHIP programs and the Indian health care delivery system (Indian Health Service, Tribal, and Urban Programs—I/T/U system). The presentation will focus on existing outreach resources and how information and counseling services are presently provided to AIAN beneficiaries and how SHIPs can access these information resources and programs and partner with I/T/U staff to reach AIAN beneficiaries. Presentation Downloads: Working with American Indians and Alaska Natives and the IHS, Tribal and Urban Programs
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State Initiatives to Promote Private Long Term Care FinancingExpanded private financing for long term care (LTC) can favorably impact Medicaid savings and provide greater choice and financial protection to individuals. States can encourage private responsibility through tax incentives, public education, LTC insurance for public employees, expanded LTC Partnership initiatives including those in the 2005 Deficit Reduction Act (DRA). This session examines the "state of the states" with respect to activities to promote private financing, including results of the Department of Health and Human Services' LTC Awareness Campaign piloted in several states and expanded upon by the DRA. States have much to gain from encouraging and enabling consumers to plan for long term care (LTC) needs. The fiscal challenges states face today derive, in part, from a lack of consumer and employer understanding and action. Expanded private financing for LTC can favorably impact Medicaid savings and provider greater choice and financial protection to individuals. State initiatives to reduce reliance on Medicaid by promoting and expanding private financing of LTC vary significantly. State tax incentives, Partnership initiatives, a public education and awareness initiative, offering LTC insurance for public employees and retirees, education and outreach to private employers are just some options. This session examines both the "state of the states" with respect to the activities currently in place and emerging to promote private responsibility for LTC and the impact that these activities appear to be having. Key objectives are for participants to learn about the various initiatives states can and have undertaken and to assess the impact that these initiatives have had on fostering consumer awareness, enhancing the market penetration of private financing, and ultimately resulting in savings to public expenditures. Presentation Downloads: State Initiatives to Promote Long-Term Care Financing
Reaching Out to Elderly Minority PopulationsAmerica's cultural landscape is changing. The United States is becoming more ethnically diverse. Not only are the nation's established minorities growing, but immigrants and refugees make up a significant part of the country's populations. The 2004 census marked that over half of U.S. cities are home to more minorities than Caucasians—as diverse populations continue to grow, so will the number of diverse seniors. Serving the health care needs of elderly minorities, immigrants, and refugees can present special challenges. Effective outreach to ethnic and cultural minorities often takes non–traditional approaches. This seminar will provide an overview of the changing demographics of America's aging population; shed light on how culture influences people's perspective of health; and finally, address how increasing cultural competency can assist in expanding program outreach and attaining strategic program goals. The seminar will provide examples of successful cultural integration models employed by the SMP programs and discuss how the successes of these models can be incorporated into SHIP outreach. Attendees will receive CD–Rom with a copy of the PowerPoint presentation, along with a 64 page booklet "Reaching Out to Elderly Minorities, Immigrants, and Refugees: A SMP Guide". Presentation Downloads: Reaching Out to Elderly Minority Populations
Get Connected–How the My Medicare Matters Online Community Can Help YouThe National Council on Aging has launched the My Medicare Matters Online Community for professionals who educate and counsel Medicare beneficiaries. Through this online community, professionals obtain up –to–date information, access to all the resources needed to apply a person–centered approach to benefits counseling, comprehensive training on the knowledge and skills counselors need, and—most important– the opportunity to connect with colleagues around the country to share promising practices, brainstorm ideas and get answers to pressing questions and concerns. This session will explain how the My Medicare Matters online community can be an essential element of the SHIP toolkit. Presentation Downloads: Get Connected–How the My Medicare Matters Online Community Can Help You
Aging and Disability Resource Center Progress and Preliminary OutcomesThe Administration on Aging (AoA) and the Centers for Medicare and Medicaid Services (CMS) launched the Aging and Disability Resource Center (ADRC) initiative in 2003. The ADRC initiative is part of a nationwide effort to restructure services and supports for older adults and younger persons with disabilities and it complements other long term care system change activities designed to enhance access to community living. Ms. Zeruld will present an overview of the program and the highlights of the ADRC Interim Report of November 2006. This report detailed the progress and outcomes of the ADRC grantees over the first three years of the initiative. The presentation will feature discussion of state and local implementation strategies, challenges, and lessons learned. It will highlight the activities of ADRC grantees in developing partnerships with SHIPs and other state and community partners, in raising public awareness through marketing and outreach, and streamlining access to long term supports and services. Forty–three states and territories have received three–year competitive grants since the program was launched. ADRC grantees must meet a broad set of requirements including the provision of three main ADRC functionsinformation and awareness, assistance and access. Major requirements include creating visible and trusted places in the community, streamlining access to long term supports, and establishing information technology systems to support the functions of the ADRC. The ADRC program is a collaborative effort mobilizing both public and private sector resources. It provides states with creative opportunities to effectively deliver long term support resources for providers and consumers in a single coordinated serviced delivery system consistent with the goals of long–term care rebalancing initiatives taking place at all levels. In addition to their role as change agents in producing enduring systems change, the initial experience of the initiative also shows that ADRCs provide the community and state levels capable of playing a critical role in implementing national programs, such as Medicare Part D. The Interim Report found that the outcomes that ADRCs have achieved over the past three years have had significant impact at the individual, program, community and state levels. The benefits, successes and lessons learned through ADRC experiences have energized and informed policymaking and program development at all levels in the long–term care arena. ADRCs have shown that it is possible to develop more efficient and effective access to information and supports and to achieve economies of scale through decreasing duplication of effort, maximizing existing resources and building new, more effective partnerships. Presentation Downloads: Aging and Disability Resource Center Progress and Preliminary OutcomesBlakeway
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CMS Administrator AddressPresentation Downloads: CMS Administrator Address
Train the Trainer Treasure TrovePresentation Downloads: Train the Trainer Treasure Trove
Working Effectively with Beneficiaries with a Mental IllnessThe Centers for Medicare & Medicaid Services (CMS) works with community based partners to provide Medicare beneficiaries with information about Medicare's benefits and services. This local connection is particularly important when a new benefit is introduced and/or when CMS wants to reach a vulnerable populations. People with mental illness are particularly vulnerable. The seriousness of their situation was recognized by the House Appropriations Committee which encouraged CMS to do more to provide one–to–one community based counseling to low income beneficiaries (dual eligibles) with mental illness. Previously, the Office of the Medicare Ombudsman (OMO) developed a technical assistance program (TAP) to help State Health Insurance Assistance Programs (SHIPs) work with this population. The TAP has three components: (a) making people with mental illness aware of SHIPs, (b) mental illness sensitivity and awareness training for SHIP counselors, and (c) expanding the connection between SHIPs and mental health partners. The TAP was piloted in North Carolina and Texas and this workshop builds on those positive results. This workshop focuses only on mental illness sensitivity and awareness. It will familiarize SHIP Directors with the information and strategies their counselors need to work effectively with people with mental illness. It also will provide a basis for any subsequent mental health awareness training SHIP Directors may choose to conduct for their counselors. Give the number of people with Medicare who suffer from mental illness, particularly those under age 65, there is a strong likelihood that SHIP counselors will work with someone with a mental illness. This workshop is timely and prepares SHIPs for that eventuality. Presentation Downloads: Working Effectively with Beneficiaries with a Mental Illness
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One Small Step for SHIPs, One Giant Leap for Volunteers: Investing in Your VolunteersThis workshop will explore how SHIPs can create more incentive –based volunteer programming within their existing budgets and programs. Essentially, this sixty minute workshop will reconstruct the idea of offering volunteers gifts or parties into more creative, but formalized, cutting edge ways to attract and reshape volunteerism from the ground up through Mentorship, Appreciation, Reimbursement, and Events (MARE). We will provide concrete examples of how some State SHIP Directors and local Coordinators have created their own incentive–based programming. More importantly, we will discuss how building in rewards and incentives for SHIP volunteers is particularly important because the counseling session may not produce an immediate "feel–good" return. For example, when providing a meal or donating a coat the volunteer's reward is instantaneous, but a volunteer SHIP counselor may never know the fruits of their labor as beneficiaries may not return unless a problem arises. Building in mechanisms of appreciation keeps volunteers coming back for more. One example of incentive–based programming is mentoring. This is a technique used throughout the SHIP network in which experienced and inexperienced volunteers are paired up with each other for training purposes. We will elaborate on this technique sometimes referred to as a "buddy system" by showcasing local SHIPs who have already instituted mentorship into their programming. We will explore the methodology employed by these SHIPs used to make a match between two volunteers who support each other. This workshop will delve deeper into understanding how mentor–based programming from the very beginning bonds volunteers to the program and to each other, allowing for peer–to–peer recruitment, sharing of counseling techniques, better volunteer morale, and loyalty to the mission of SHIPs. Additionally, we will highlight simple, cost–effective, and innovative strategies such as the use of message boards or blogs to build online communities. These are delivery mechanisms that are extremely inexpensive to maintain and useful in creating a mentorship program when travel is prohibitive. Finally, we will review how incentive–based programming can be built right into the current climate or structure and can motivate volunteers to recruit their peers to preserve the longevity of the SHIP network. This workshop will be constructed around group discussion and allow SHIP Directors the chance to share their own experiences throughout. The main objective of this workshop is to acknowledge how resourceful SHIP staff are, and the ways in which they can formalize their programming through 4 major themes: Mentorship, Appreciation, Reimbursement, and Events (MARE). Presentation Downloads: Investing in Your Volunteers
The Expanding Universe of Outreach for MSP and Extra Help to Medicare membersWhile Medicare Savings Programs offer significant benefits to Medicare beneficiaries most in need, participation in the programs remains low. Limited participation has been attributed to lack of awareness and complex application procedures. In June of 2000 the Centers for Medicaid and Medicare Services (CMS) empowered Medicare Advantage Health Plans to conduct outreach to their members eligible for enrollment into Medicare Savings Programs. Social Service Coordinators (SSC) provides fully outsourced outreach and ongoing retention services for contracted Medicare Advantage plans in all 50 states and the District of Columbia. To date, SSC has aided over 140,000 Medicare Advantage members with enrollment into a Medicare Savings Program, generating significant income for disadvantaged people with Medicare through the subsidy of their Medicare Part B premium. In response to the addition of Part D services, SSC has incorporated a LIS "Extra Help" application assistance into its MSP outreach process, submitting more than 16,000 applications to the SSA since January 2006. And, SSC's new Golden Touch TM program provides participating Medicare Advantage Plans with a social service education and advocacy benefit for their members. This presentation will outline with which Medicare Advantage Plans and in which states SSC contracts, as well as, provide an overview of the SSC process. Samples of materials will be shared to better prepare SHIP counselors for any calls that may result from an SSC outreach mailing in their state/county. Presentation Downloads: Outreach for MSP and Extra Help for Medicare Beneficiaries
Effective Models of SHIP/SMP CollaborationMedicare now covers over 43 million Americans and that number is going to increase exponentially as baby boomer age into the Medicare program. Additionally, with Medicare's complex structureParts A, B, C, and Dchallenges are sure to confront organizations which strive to provide Medicare information and assistance. Two major volunteer–based programs are funded in every state to assist Medicare beneficiaries, their families and caregivers with Medicare issues, problems and questions. The SMP program focus, however, is that of preventing, identifying and reporting Medicare and other healthcare fraud, error and abuse. While these complementary programs exist in all states, further collaboration between the two programs can potentially enhance their capacity to reach more people, raise quality and effectiveness of service, and thus expand both SHIP and SMP program outcomes. Looking to the future, the challenges abound but fortunately so does the solution. In order to meet the growing demands of an aging population, collaboration and partnership is the key. The many parallels between the SHIP and SMP programs guarantee success when the two join together. Like the SHIP, the SMP program is a volunteer–based program that helps Medicare beneficiaries become better health care consumers; there is an SMP program in all 50 states and the District of Columbia, Puerto Rico, Guam and the Virgin Islands; and SMPs reach Medicare beneficiaries through one–on–one counseling, education presentations, telephone interaction and through media outreach. Through a concerted effort to improving SHIP/SMP collaboration, scarce program resources can be better utilized to:
During this 60–minutes session, successful models of existing partnerships between SHIPs and SMPs will be presented by our panelists. We will include on the panel both a SMP project grantee that also serves as the SHIP grantee, a SMP grantee that is housed within the same overall organization as the SHIP but operates separately, and a SMP project grantee outside the SHIP network that has developed a successful SHIP collaboration. Panelists will share strategies, procedures and lessons learned for making the SMP/SHIP collaboration successful. The session will include PowerPoint and supplemental handouts, a partnership toolkit, as well as audience involvement through Q&A. Each participant will also be provided with the contact information of their statewide SMP Presentation Downloads: Effective Models of SHIP/SMP Collaboration
LTC and Related DRA IssuesPresentation Downloads: LTC and Related DRA Issues
Starfleet Academy Boldly Explores the Next Generation of VolunteerismThe Region V and VII SHIP Directors have developed a panel discussion that addresses the core aspects of SHIP Volunteer Management, including ways to help volunteers to be successful and fulfilled in one of the most challenging volunteer programs. Many SHIP programs face difficulties related to volunteer management, such as the need for more intense volunteer training, enhanced computer skills, increased volunteer time commitment, and improved recruitment and retention of valuable volunteers. These challenges can often be alleviated by sharing and expanding best practices across SHIP programs. This panel discussion will provide a forum for the Region V and VII SHIP Directors to share best practices with other SHIP programs. Tools and resources will be available at a display. A self–assessment tool has been developed, and will be distributed, to help SHIP programs evaluate their volunteer recruitment, training, retention and attrition, recognition, and motivation processes. A panel of five SHIP Directors will discuss each of these topics and share best practices from Regions V and VII. Additional time will be reserved for question and answers. We anticipate that new and seasoned SHIP Directors will be able to assess their own programs, identify areas of improvement, and take away several new best practices to incorporate into their programs. Additionally, as a national program, this discussion will heighten the awareness and recognition at all levels about the importance of volunteers in the success of SHIP programs.
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Exploring your Technology Universe: Practical Solutions for SHIPsSHIPs are regularly asked to do more with fewer resources. This workshop, "Exploring your Technology Universe: Practical Solutions for SHIPs", examines possible ways that technology applications can help to bridge that gap. Through a 60 minute workshop filled with technology demonstrations and examples of what is currently being done within the SHIP network, this session will provide attendees with practical ideas that can be realistically implemented given the demands SHIP programs face. Specifically the workshop will be broken into three areas of emphasis: 1) the development and use of online communities; 2) the use of webinars; and 3) other examples of technology initiatives SHIPs throughout the network have implemented to enhance their abilities to serve their Medicare beneficiaries. Through demonstrations in each of the three areas listed above, special emphasis will be given to citing real–world examples that support SHIP program development including volunteer program development, communication, partnership promotion and long–distance training. The examples will also demonstrate that technology has become increasingly more user–friendly. At least two additional participants from the SHIP network will accompany the presenters to provide insight to attendees regarding their experiences in using the technology solutions discussed. Workshop facilitators will also encourage audience participation in the technology demonstrations to help attendees get a sense of what could and wouldn't work given the specific characteristics of their program. Keeping in mind the theme of 'doing more with less,' this workshop is meant to provide participants with practical solutions and real–world examples that can be easily adapted to meet SHIP program needs. This workshop will explore potential ways for technology to afford SHIP programs creative outlets for meeting their unique, individual needs all the while maintaining an eye toward best–practices and replicability. Presentation Downloads: Exploring Your Technology Universe: Practical Solutions for SHIPs
Opportunities and Innovations for Partnerships: Building an Effective Field Operation for Outreach & AssistanceHow can different sectors work together to merge their strengths and resources to develop an effective coalition that can enhance outreach and assistance to beneficiaries? During the initial open enrollment period for the prescription drug benefit, CMS participated in a field strategy that involved a diverse collection of national networks with varying capacities to provide information and assistance to beneficiaries at the local level. These organizations included SHIPs and national networks comprised of other government agencies, non–profit organizations and pharmaceutical companies. The challenge was to develop a field strategy for the purpose of providing outreach and assistance in as many local places as possible, including locations which have been traditionally hard–to–reach, that avoided duplication of effort, maximized mutual collaboration, and maintained objectivity. This field strategy was very successful as evidenced by the high figures of enrollment in the new Medicare Prescription Drug Program. This framework is expected to be maintained for ongoing outreach and assistance efforts related to prevention, quality and other important health benefits and information. CMS believes the early experience in participating in this field strategy can be a sustainable model for CMS, SHIPs and other national organizations to collaborate in outreach and assistance efforts. Presentation Downloads: Opportunities and Innovations for Partnerships
Extra Help Outreach: Where Are We Now and Where Do We Get From Here?Over the last two years, the Social Security Administration has worked with national, regional and local organizations, other government agencies and the private sector to ensure that every individual who is eligible for the Low Income Subsidy portion of Medicare Part D is receiving that benefit. What has been done? What are the outcomes? What lies ahead? This session will provide on overview of the outreach activities that SSA and its partners have engaged in to this point. It will also cover the results of the activities, what we’ve learned and how we’re using what we’ve learned as we move forward. We’ll also discuss partnerships with SHIP directors and how SSA and SHIP directors can work together to provide the best service possible to individuals. Why Volunteers Stay or Go: Easy Evaluation Leading to Program ImprovementKnowledge is power! For SHIPs, volunteer knowledge is a powerful key to providing excellent service to clients and volunteer retention is related to the quality of information provided to clients. During this session, the presenters will show participants how to find answers to questions, such as: How long do your state's volunteers serve before resigning? Why do they resign? Do the volunteers feel adequately trained and supported? Is it easy for them to find program information when needed? Are results different for underrepresented groups? Through a virtual trip through parts of the SHIP Evaluation Toolkit, participants will "experience" an easy way to conduct an evaluation. The evaluation demonstration is based on the experience of the State of Florida and includes responses and strategies for rural, urban, seasonal residents and ethnically diverse volunteer populations. Presenters will show the participants how they can answer the questions above and many others. Finally, through presentation and group participation, the participants will experience making evaluation results interpretations to use in tactical and strategic planning to grow their program. Participants will be given a sample summary of evaluation results to use during the group participation section. A handout of information on the SHIP Evaluation Toolkit, a tool which allows for replication of the Florida SHIP evaluation, will be sent for the conference website. Presentation Downloads: Why Volunteers Stay or Go: Easy Evaluation Leading to Program Improvement
Developing a Mystery Shopping Project for SHIPsPresentation Downloads: Developing a Mystery Shopping Project for SHIPs
Value Driven HealthcarePresentation Downloads: Value Driven Healthcare
Expanding Partnerships between Aging and Disability Resource Centers and SHIPIn 2003, the Administration on Aging and the Centers for Medicare and Medicaid Services launched the Aging and Disability Resource Center grant initiative. ADRCs are designed to assist and empower older adults and people with disabilities of all income levels to make informed choices and to streamline access to long term supports and services. Currently, 43 states and territories are participating in the initiative with over 100 ADRC pilot sites in operation. In order to fulfill their broad mandate of providing information and referral, benefits counseling, options counseling, and one–stop access to all public long term care programs, ADRCs must partner with multiple organizations and stakeholders in the planning, implementation, and evaluation of their Resource Center program. Grantees were specifically encouraged to develop partnerships with the State Health Insurance Assistance Programs (SHIPs) in the original grant solicitation, and most of them have. Out of the 24 states that were awarded ADRC grants in 2003 and 2004, the ADRC and the SHIP program reside in the same agency at the state level in 17 states. In the remaining seven states, ADRCs and SHIPS partner at either the state or local levels, coordinating activities in different ways. The majority of pilot sites (64 percent) co–locate with SHIP. ADRCs played a large role in the Part D enrollment efforts, in part, because grantees proactively coordinated and collaborated with their respective SHIPs to meet consumers' needs prior to the launch of Part D. Panelists from New Hampshire, Maryland, and North Carolina will describe the relationship between the ADRC and SHIP programs in their states and at the local levels. Their presentations will include discussion of how these two entities coordinate, joint activities undertaken, they benefits they have observed from coordination, and the challenges they have experienced. They will offer recommendations for SHIP Directors about potential areas for partnership and strategies for partnership between ADRCs and SHIPs going forward. Performance Based Contracting Is Here to Stay, Successful Strategies Used for ImplementationParticipants will learn first hand how successful performance–base contracting models have been developed and executed. Strategies will be discussed for the successful implementation of performance–based contracting including the dealing with roadblocks and obstacles. Participants will learn a step by step approach to developing performance–based contracting and will be able to take these lessons learned back to their own organizations for successful implementation Presentation Downloads: Performance Based Contracting Is Here to Stay
A Conversation with the Medicare Ombudsman's Office: Defining Future SHIP Technical Assistance NeedsThe Office of the Medicare Ombudsman (OMO) recognizes SHIP Directors as a trusted source on the needs of people with Medicare, SHIP Counselors and other staff, and the SHIP organization as a whole. This workshop provides Directors (and others) an opportunity to learn more about the past efforts and future goals of the OMO in relation to SHIP. Moreover, participants will be asked to identify the specific needs of SHIPs and the consumers they serve. This feedback will have an important impact on the development of future technical assistance and other initiatives the OMO may focus on. Presentation Downloads: A Conversation with the Medicare Ombudsman’s Office – Defining Future SHIP Technical Assistance Needs – Roundtable Discussion Download
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The Big Bang: Creating an Evaluation Program from the BeginningMedicare Modernization Act has resulted in an expanded role for SHIPs in the communities they serve. The increased workload for staff and volunteers has created a need for strategic program development by the SHIPs, including the need to evaluate the quality of counseling and other services they provide. As SHIP responsibilities expand, programs must learn to consider their existing structure and services as well as potential strategies for the future in order to operate efficiently, effectively, and cost–effectively. This seminar aims to present and discuss reasons to evaluate a program and various strategies that SHIPs can use to assess accurately different features of their programs. It is generally agreed that program evaluation is important to the successful operation of an organization; it has become increasingly significant to SHIPs because of expectations set out in the Basic SHIP Grant for FY 2007. Specifically, this year's SHIP Grant outlines four objectives from 2006 upon which 2007 funds must build. These objectives are to:
The 2007 Grant also indicates that quality assurance methods and managing counselor program development are efforts that SHIP programs should document and cultivate. SHIPs are expected to show evidence not only of working towards these objectives, but also evidence that programs are building upon the efforts from past years. Program evaluation is a means to measure this growth. Many SHIP programs are successful with specific aspects of evaluation, from capturing total numbers of counseling sessions to developing certification programs for volunteers. Other SHIP programs may struggle with any type of evaluation. The purpose of this seminar is to encourage those SHIPs in the early stages of evaluating their programs to develop solid foundations for the evaluation process and also to develop different evaluation strategies for those SHIPs looking to expand their assessment capabilities. In this seminar we will focus on an introduction to evaluationtypes of evaluation, what to evaluate, how to begin, and how to progress past the initial steps. Understanding these concepts will help many SHIPs, including those familiar with program evaluation, begin to incorporate more informative techniques to their programs. Further, clarifying a SHIP's interest in, expectations of, and funding for evaluation will help to establish the role that evaluation will play in that organization. A clear role for evaluation helps to inform staff exactly how evaluation should be used within the SHIP whether it defines the objectives to be evaluated, the type of evaluation, or the amount of data collected and how such assessment can help a SHIP meet the growing demand for services as the Medicare program and SHIPs expand. *Centers for Medicare and Medicaid Services. FY 2007 State Health Insurance Assistance Program (SHIP) Grants. Announcement for Non–competitive Continuation; Funding Opportunity #HHS –2007–CMS–CONT–SHIP. Presentation Downloads: Creating an Evaluation Program from the Beginning
Medigap Modernization Efforts by the National Association of Insurance CommissionersThe National Association of Insurance Commissioners (NAIC) has been developing a proposal to modernize the current lineup of Medigap benefits and packages. It is anticipated that the NAIC will approve the proposal (and corresponding changes to the NAIC Model Regulation) by March 2007. The NAIC is currently seeking Congressional and/or federal authority to implement the changes, in conjunction with the Centers for Medicare and Medicaid Services (CMS). Once federal authority is attained (most likely through federal legislation), the NAIC Model Regulation and the NAIC proposed changes are anticipated to become the new federal standard for Medigap plans. The timeframe for federal approval (and subsequent implementation by the states) is unclear. At earliest, these new plans would be available by early–to–mid 2008. Interest to SHIPs: Upon implementation, Medicare beneficiaries will be faced with a new lineup of Medigap options (benefits will change in almost all plans, some plans are being eliminated, and new plans are likely to be offered). SHIPs will play an important role in helping beneficiaries understand their new choices. Although these proposed changes to Medigap will not face SHIPs immediately, this session would provide SHIPs with a preview of upcoming changes to Medigap, as well as an understanding of the legislative and regulatory process that is likely to occur over the next year or so. A small panel of individuals involved in the NAIC project would review the history of the proposal, detail the specific changes being proposed, and provide an outline of the legislative and regulatory process that is likely to occur. The panel speakers would tentatively include 3 members of the NAIC Medigap Subgroup including Jane Sung (NAIC Staff), Alan Heumann (Louisiana Dept of Insurance), and a third speaker (tbd) from either industry or a consumer group. The panel would allow sufficient time for questions from the audience. Presentation Downloads: Medigap Modernization Efforts by the NAIC
Stardate 2007.6 and Beyond: A Galaxy of Interactive Training ToolsHow do you keep attendees fully engaged during training sessions? How do you keep volunteers from feeling overwhelmed by changes in Medicare? We will not only answer these questions, we will involve participants in the answers! OSHIIP has effectively used various educational methods to fully engage our volunteers. We will share our takes on popular TV game shows, family games and other interactive activities. Participants will take part in playing these activities and then be divided into smaller groups with the task of developing a new innovative learning activity. These new activities will be shared with all conference attendees to bring home to their respective states. FUN and LEARNING are the name of the Game! Presentation Downloads: Interactive Training Tools
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A Technical Assistance Model for State Programs with Local CounselorsOver the past few years, the work of HIICAP Coordinators and Counselors across the country has grown increasingly technical and demanded more hands on casework assistance. The introduction of the Medicare Part D Drug Benefit, the increasing number of Medicare Advantage choices available to beneficiaries and the new rules surrounding enrollment periods add new complexities to HIICAP counseling responsibilities. In response to these increasing demands, the New York State Office for the Aging has has expanded our in–house HIICAP Staff, worked closely with our State office of Medicaid Management, contracted with Empire Medicare Services and teamed up with the Medicare Rights Center in an effort to provide comprehensive technical assistance support to HIICAP Coordinators and their volunteer counselors throughout New York State. In designing our technical assistance model, our primary goal was two –fold: to help HIICAP staff stay abreast of all recent changes and updates to the Medicare program and to provide direct assistance in resolving beneficiary–specific problems as they arise in the field. To meet these goals, New York State has created a technical assistance program that includes:
This model for technical assistance has been very effective. Providing highly accessible resources available year–long for Counselors to access information and advice has maximized the number of beneficiaries that HIICAP offices help and increased the scope of assistance they provide. Counselors often receive immediate technical assistance and are able to help the client at the point of interaction. This eliminates the need for additional research and follow–up. Teaming up with expertise throughout the State gives the HIICAP counselor's direct access to experienced caseworkers, legal counsel and policy analysis, all of which protect beneficiary's rights and provide for a more comprehensive counseling experience for the Medicare Beneficiary. Additionally, this model provides emotional as well as professional support to many of the HIICAP Staff in New York. In some of the more remote and rural areas, where the HIICAP Coordinator is the only dedicated Medicare counselor, this support has been priceless. Increased volume of need from the beneficiary community over the past two years and the growing complexity of the Medicare program have proved this model to be especially beneficial. Presentation Downloads: A Technical Assistance Model for State Programs with Local Counselors
Making the Most Out of Partnering OpportunitiesThe 5 agencies on aging in the state of Connecticut were encouraged to partner with other agencies to enhance our outreach capacity (particularly with the Medicare D program) but many factors limited our partnerships: lack of funding for events, competition and turf issues between agencies, lack of clear objectives, and lack of clear role definitions. With Medicare D, we took the opportunity to clarify our roles and responsibilities with the Social Security Administration and developed a mutually beneficial outreach strategy. Because both agencies had the same goals in mind, we developed a working relationship. Sylviane Haldiman, SSA Regional Director, and her staff have been very accepting and accommodating during our 2 plus years of partnering. From the 3 offices that Sylviane supervise, she has granted permission to release limited LIS information about mutual clients as we both understand that we are working towards the betterment of our clients. The AASCC and SSA have conducted joint outreach activities throughout the course of the two open enrollment periods. For our joint ventures, the AASCC would educate consumers on the Medicare D piece and SSA would incorporate the LIS piece into the presentation. Because both agencies had targeted groups to reach, we would routinely contact each other and extend the invitation to participate in that future activity. In September 2006, I was honored at a breakfast and presented with a plaque from the SSA "In Recognition of Outstanding Public Services" signed by Manuel J. Vaz, Regional Commissioner, and Boston. The partnership between the AASCC and SSA continues to develop and become stronger. Other than the dual educational component that it provided, it resulted in high visibility recognition by SSA and a plan to continue the partnership for 2007 and beyond. The AASCC has also partnered with the State of Connecticut's Department of Social Services "Medicare RX Bus". Initially there was some reluctance as we thought it could be seen as a political football. However, we avoided the politics and formed a wonderful working relationship with the bus coordinator, Fred Diggs. We utilized the bus as publicity to enhance attendance and participation at our outreach events. We utilized the political aspects in a bi –partisan manner by joining the RX bus and local politicians within their districts to conduct outreach–the politicians ensured that the press covered the event and so CHOICES received a lot of good FREE public relations and the probability of state funding for the CHOICES program statewide improved. Now that the push for Medicare D enrollment is over, we continue to partner with the Medicare RX bus providing other services. We have become a "one–stop shop event": always included in bus events are SSA to answer SSA–related inquiries, the local Department of Social Services who answers those related inquiries, and the CHOICES staff. Because the bus is outfitted with internet service, we are able to reach more of our clientele who do not necessarily visit the traditional senior sites (i.e. senior centers). Even when the bus is not available, if we schedule and event at a stationary location, we always invite the above–mentioned organizations. We were not quite sure how it would be received by the clientele that we serve but we have received an overwhelming approval rate. Although the focus of our events is the senior population, all agencies entertain inquiries from all age groups who inquire about other services (i.e. a young mother may ask about her food stamp allotment or a disabled person may ask about his/her social security benefits). Overall, the partnering experience has been very beneficial and a great experience. Not only does it provide a comprehensive network, it provides us with additional detailed training about other agencies and their functions. Presentation Downloads: Making the Most of Partnership Opportunities – Best Practices on Partner Involvement Roundtable Discussion
Emerging State Directions and Trends: Implications for SHIPsState aging and insurance departments play a critical role in the federal, state and local implementation of the SHIP. This briefing will provide an update on a broad range of current state activities including consumer protection, disease prevention, consumer direction, family caregiver support and diversity. State and local SHIPs will learn about emerging trends and exciting new directions that can enhance partnership building, maximize SHIP resources and promote seamless delivery of SHIP services to consumers. Presentation Downloads: Emerging State Directions and Trends: Implications for SHIPs
SHIP and CMS—Working Together to Build Bridges and Expand the Network of Help for Beneficiaries with a Mental IllnessThe Centers for Medicare & Medicaid Services (CMS) Strategic Action Plan for 2006—2009 identifies five objectives, including "Collaborative Partnerships" and "Confident, Informed Consumers." The Office of the Medicare Ombudsman (OMO) supported realization of these goals through development of a technical assistance program (TAP) for State Health Insurance Assistance Programs (SHIPs). The support of two state SHIP Directors: Roger Adams (Texas) and Carla Obiol (North Carolina) was essential in identifying the needs of people with Medicare and SHIP Counselors as well as pilot testing the technical assistance in their states. In selecting the initial focus of SHIP TAP, the OMO looked to strategic partners in the SHIP, beneficiary advocate and mental health fields who identified people with a mental illness as a vulnerable population that would benefit from improved provision of information on Medicare benefits. Pilot outcomes indicate that the program supports SHIPs in their efforts to build bridges and expand the network of help for these beneficiaries. The SHIP TAP materials include toolkits that support expansion of professional networks between SHIP and local mental health partners and increase SHIP awareness of and sensitivity to mental illness. Information on conducting outreach about SHIP services to members of this vulnerable population is also included in the materials. This workshop will provide SHIP Directors with an understanding of the materials available in the SHIP TAP guide and toolkit. Roger Adams and Carla Obiol will share lessons learned and outcomes associated with utilizing SHIP TAP. CMS will also identify available support for SHIP Directors interested in implementing these initiatives in their States. Presentation Downloads: SHIP and CMS—Working Together to Build Bridges and Expand the Network of Help for Beneficiaries with a Mental Illness
Our Expanding Universe of Health Promotion: Evidence–Based Healthy Aging ProgramsChronic diseases account for 70% of all deaths in the United States, and more than 75% of the nation's $1.4 trillion medical care costs. Such diseases also account for one–third of the years of potential life lost before age 65. The good news is that there is substantial evidence that proactive management of chronic conditions and engaging in "healthy behaviors" are effective in preventing or delaying disease and disability, and improving quality of life. Knowing these facts, in September 2006, US Department of Health and Human Services Secretary Mike Leavitt announced the release of more than $13 million to 16 states to support the delivery of evidence–based programs through senior aging services provider organizations, such as senior centers, nutrition programs, senior housing projects and faith–based organizations. Managed by the US Administration on Aging, Empowering Older People to Take More Control of Their Health Through Evidence–Based Prevention Programs, will result in over 40 communities launching evidence–based prevention programs, working with many partners and reaching diverse populations. This panel presentation will provide an opportunity for SHIP Directors to learn about the new evidence–based prevention programs initiative and its role in AoA's Choices for Independence program. Panelists will briefly provide an overview of the initiative; describe the importance of evidence–based programming & the value of this initiative to their states; and show how the programs they are implementing work towards the development of a nationwide "movement" to implement evidence–based programs that help maintain and enhance the health of older people. Session participants will be engaged in a panel discussion regarding health promotion in their states and potential linkages between the AoA Evidence–Based Prevention work and the efforts of SHIPs. Presentation Downloads: Evidence-Based Healthy Aging Programs
Maximizing Medicare Counseling Capacity: Equipping Volunteers to Work from HomeThe Medicare Rights Center's innovative remote one–to–one counseling model has proven efficient and effective at engaging new volunteers and expanding enrollment in entitlement programs. This program called LINCS (Linking Individuals in Need to Care and Services) is an at–home Health Buddies model that utilizes large numbers of volunteers and relies on web–based technologies to deliver accurate information. Volunteers work from the comfort of their own home or office, receive on–line training and counsel clients on the phone at times that are convenient for both parties. The launch of this unique program was timed to coincide with the 2003 Medicare overhaul bill that expanded the program to cover prescription drugs through private insurance companies. The changes demanded an unprecedented need for fast, reliable information—a need that required an innovative solution. The LINCS program's success in meeting this particular need is a good model for meeting other types of counseling needs. It has been beneficial on multiple levels, for both volunteers and clients because of the ongoing supportive relationship created. LINCS uses a web–based system that trains and matches virtual counselors to clients with health care questions, which radically increases volunteer bases, client capacities, and the efficiency of counseling sessions. Pairing this innovative volunteer model with unconventional outreach strategies to reach people with low incomes has resulted in successful rates of enrollment for the state of New York. Integral to this success are unique partnerships with the State Pharmaceutical Assistance Program (EPIC), AARP and other concerned entities. Although the program was piloted in New York state, it holds promise for reaching people in need of counseling in remote rural areas Equipping Volunteers to Work from Home
Performance Assessment – A SHIP Management ToolThe 2007 State Health Insurance Assistance Program (SHIP) Grant Announcement introduced, for the first time, quantifiable, measurable performance benchmarks with which to measure SHIP performance and performance improvement. This session shows how data from the SHIP National Performance Reporting (NPR) system can be used as a management tool for SHIP Directors for program and fund development; volunteer recruitment, management and retention; and partnership development. In their 2007 grant applications, SHIPs developed action plans for performance improvement based on the new performance measures. These plans will be shared during the session. Performance Assessment – A SHIP Management Tool
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