Speaker Bios

Amy Adachi, MPH
Project Manager, Health LINCS Program
Medicare Rights Center

Amy Adachi is the Project Manager of the Health LINCS Program at the Medicare Rights Center in New York City. LINCS, Linking Individuals in Need with Care and Services, is a virtual volunteering program where volunteers work from home to counsel clients in New York State on Extra Help and Part D, as well as other Medicare Benefits. Prior to joining The Medicare Rights Center, Ms. Adachi was a non-clinical manager in the Nursing Department of Cabrini Medical Center and has over 10 years experience in patient advocacy and medical practice management. She serves on the Associate Board of Job Path, a not-for-profit organization that helps people with developmental disabilities make choices in their lives. Ms. Adachi received her MPH degree in Public Health Policy and Management from Columbia University's Mailman School of Public Health.

Roger W. Adams

Mr. Adams is employed by the Texas Department of Aging and Disability Services as the Special Programs Coordinator within the Access and Intake, Area Agencies on aging Division. In his current position, Roger serves as the Director of the State Health Insurance Assistance Program (SHIP). In Texas this program is known as the Health Information, Counseling and Advocacy Program (HICAP). Additionally, Mr. Adams oversees benefits counseling (Legal Assistance and Legal Awareness) programs operated by Area Agencies on Aging (AAAs) in Texas.

In 2001, Roger and his wife of twelve years, Metria Adams, embarked on an entrepreneurial venture. As a team, the couple develops and coordinates educational, recreational and community support services for individuals and families residing in affordable multi-family housing communities. Mr. Adams is a graduate of Huston-Tilloson University (formerly Huston-Tillotson College) with a Bachelor of Arts degree in Sociology. Roger and Metria have four beautiful children (Makalah, Caleb, Baushah and Jordan).

Doranna Anderson
Assistant Deputy Commissioner
North Carolina Department of Insurance

Doranna has been employed with the North Carolina Department of Insurance since March 2003 where her duties include system operations and managing the SHIIP consumer toll-free line and NCRx toll-free line (NC SPAP); directing the NC Senior Medicare Patrol Program (NCSMP) which provides education and outreach to Medicare and Medicaid beneficiaries, caregivers and the general public on how to prevent and resolve billing errors, fraud and abuse.

Cheri Arnott
Associate Commissioner for External Affairs
Office of Communications
Social Security Administration

During the course of her career at the Social Security Administration, Ms. Arnott has led several major initiatives. She was responsible for the 2002 National Communications Plan, the 2003 & 2004 Combined Federal Campaigns, raising over 2 million dollars for charity, and was recently promoted to oversee the Agency's Medicare Outreach and other external affairs activities.

Prior to her work at the Social Security Administration, Ms. Arnott worked at the Department of Education where she worked with the Chief of Staff to begin the implementation of the No Child Left Behind Act.

In addition to her work activities, Ms. Arnott is active in her local community, serving as the President of the Baltimore Waterfront Rotary Club and is a volunteer with the Oriole Advocates organization.

Ms. Arnott has a Master's Degree in Public Service and Administration from the George Bush School of Government and Public Service at Texas A&M and a Bachelors Degree in Political Science from the University of North Carolina at Wilmington.

Heather J. Bates, LMSW
Senior Education & Training Associate

Heather comes from the New York City SHIP, where she spent four years coordinating volunteers and programmatic functions to address the needs of more than 1.3 million older adults and their caregivers around Medicare related insurance matters. While originally from Cincinnati, Ohio, Heather graduated from the Hunter College School of Social Work in New York City. She spent several years prior to the NYC SHIP as social work supervisor and case manager to the frail, elderly homebound population of Manhattan living on limited means. Heather has received her geriatric education certification from the Brookdale Center on Aging in New York, in addition to having served as Vice President for an interagency council in NYC that addressed the needs of direct service professionals in the field of aging. Heather came to Health Assistance Partnership last summer, having spent most of her time at the NYC SHIP during the MMA implementation; she has practical knowledge and experiences with the constraints facing SHIPs and their importance. Heather's main interests are currently in long-term care and volunteer development, as well as serving both the New York City and DC chapters of Next Wave, which addresses the needs of younger professionals in the field of aging.

Carol Beahan
Director
CLAIM Program

Carol Beahan is the Director of the CLAIM Program, Missouri's state health insurance assistance program. CLAIM is a service of Primaris a health care consulting company and Missouri's Medicare Quality Improvement Organization. She has been with Primaris since 1989. She is a graduate of Kansas State University and has over 27 years of working in social services programs, twenty of them working with older adults. Experience includes working in home health, senior centers and Medicare education and outreach. She has considerable experience developing and working with partnerships and coalitions. She was the staff liaison for the Primaris beneficiary advisory committee from 1989 to 2004. Ms. Beahan facilitated the Show-Me Adult Immunization Coalition for six years. In addition she has led health education campaigns for mammography, diabetes, and influenza/pneumonia immunizations. She currently directs the CLAIM program, the state health assistance insurance program, a volunteer program assisting people with Medicare. She is a member of the Governor's Advisory Committee and a board member of the Paula J. Carter Center on Minority Health and Aging.

Elana Berman
Director of Client Programs
Medicare Rights Center

Prior to joining MRC, Ms. Berman worked with the NYC Managed Care Consumer Assistance Program (MCCAP), which advocates that all people in New York City have the access to health care to which they are entitled.

Ms. Berman has also worked in a primary care setting as Director of Volunteer Initiatives at the Hudson River Community Health Center, and volunteered for the Peace Corps in Costa Rica as a community health volunteer. Ms. Berman holds a Masters in Public Health from Columbia University.

Amy Bernstein, J.D.

Amy Bernstein is the founding director of the New York City Health Insurance Information Counseling and Assistance Program (HIICAP), a unit of the NYC Department for the Aging. HIICAP educates New York's diverse 1.3 million seniors, caregivers and professionals with current, impartial information on health care coverage entitlements and options. Medicare, Medigap insurance policies, Medicare Advantage plans, Medicaid eligibility, low-income Medicare beneficiary programs, prescription drug coverage and long-term care issues are the important topics on which she lectures.

HIICAP has a corps of trained volunteer counselors at sites in all boroughs who assist seniors with free one-on-one counseling on their problems, choices and paperwork with regard to their health care coverage. HIICAP also maintains 45 Part D prescription drug assistance sites citywide with a capability in 18 languages. A walk-in site and a Monday to Friday telephone helpline where callers can obtain answers to pressing problems and get a referral to a HIICAP counseling site in their neighborhood. Arrangements are available for bi-lingual assistance.

Carrie Blakeway
Senior Manager
The Lewin Group

Carrie Blakeway, M.P.Aff., is a Senior Manager at The Lewin Group. Ms. Blakeway's work at Lewin has centered on program evaluation, technical assistance, and policy analysis with an emphasis on long term care, the direct service workforce, aging and disability policy, and women's health. Ms. Blakeway provides ongoing technical assistance for the state recipients of the Aging and Disability Resource Center grants. For this project, Ms. Blakeway manages Lewin's ongoing analysis of grantee activities and progress, as well as the data reported by the 43 grantees semi-annually. She serves as the primary point of contact for 12 grantees and facilitates grantee work groups on the topics of program evaluation and coordinating services across partners. Ms. Blakeway also provides technical assistance on programmatic and evaluation issues for the CMS Direct Service Community Workforce demonstration grantees and currently serves as manager of the CMS National Direct Service Workforce Resource Center. Prior to joining the Lewin Group, she worked for the Women's Health and Family Planning Association of Texas as a policy analyst and organization administrator. Ms. Blakeway received her Master's in Public Affairs from the University of Texas at Austin, The Lyndon Baines Johnson School of Public Affairs.

Josiah Bova

Josiah Bova is North Carolina's SHIIP's Field Operations and Western Regional Manger. Josiah's professional career began as an educator. Later he joined the staff of the American Association of Retired Persons in Washington, D.C. where he served as Marketing Coordinator for the AARP Group Health Insurance Program.

Josiah joined North Carolina state government in the Department of Health and Human Services. In 2000, he accepted a position with the NC SHIIP program.

Today he manages the Field Staff, as well as, supporting SHIIP volunteers in the Western Territorial Region.

Kelly R. Brantley
Senior Education and Training Associate
Health Assistance Partnership

Kelly R. Brantley is the Senior Research and Training Associate of the Health Assistance Partnership (HAP). HAP provides national support for senior health insurance assistance programs (SHIPs) nationwide, including technical assistance, monthly conference calls and electronic updates, research, and promotion. As Senior Research and Training Associate, Ms. Brantley analyzes and translates Medicare statutes, regulations, and guidances in order to make them understandable and usable by senior health insurance assistance programs; trains agency staff and volunteers who assist Medicare beneficiaries access Medicare Part D benefits; and provides technical assistance to programs serving Medicare beneficiaries. She also creates and delivers trainings to SHIPs and their partners on both substantive issues and program management issues in addition to preparing background materials and facilitating monthly conference calls.

Ms. Brantley previously worked as a Health Program Analyst with ECRI, an organization contracting with the Agency for Healthcare Research and Quality (AHRQ) to produce and maintain the website, http://www.qualitytools.ahrq.gov/. As the Health Program Analyst for the QualityTools website, she analyzed and abstracted web-based tools to promote quality health for multiple audiences as well as contributed to growth of site from launch to a status of 640 published tools, 7340 subscribers, and over 150,000 weekly hits.

Deborah M. Breslin

For the past 12 years Deborah Breslin has been with the New Jersey Department of Health and Senior Services as the Program Director of New Jersey's State Health Insurance Assistance Program (SHIP). She has sat on the National SHIP Steering Committee for two (2) years and has been its Chair for the past year.

In 2003, Ms. Breslin received a Beneficiary Services Certificate of Merit from the Centers for Medicare & Medicaid Services. The New Jersey SHIP, under Ms. Breslin's direction, recently received the New Jersey State Public Service Award for Teamwork/Partnership.

Prior to joining the Department of Health and Senior Services, Ms. Breslin was the Director of the Senior Health Insurance Unit and the Director of Training for SHIP within the New Jersey Department of Insurance for nine years. She was the author of that department's buyer's guides on Medicare supplement and Long-Term Care insurance.

Ms. Breslin began her career in New Jersey state government as an Ombudsman in the Office of Citizen Information and Complaints with the New Jersey Department of Law and Public Safety, Division of Motor Vehicles.

Ms. Breslin is a graduate of the College of New Jersey with a B.S. in Special Education for the Handicapped. She taught developmentally disabled children for 10 years

Cindy Bridges

Cindy Bridges is a Director of Government Relations for Social Service Coordinators Inc. (SSC) and works with state and county Medicaid agencies in the eastern United States. She has 25 years of Medicaid eligibility experience with the Oklahoma Department of Human Services and the Texas Health and Human Services Commission and became part of SSC's government relations team in 2005.

Cindy has worked as a Medicaid Eligibility Specialist and Eligibility Supervisor, as well as a Program Manager for Long Term Care Services in the San Antonio Region. She also has an extensive training background and experience with the varied financial eligibility factors required for numerous Medicaid programs.

Heather Burkhardt
Human Services Planner
North Carolina Division of Aging and Adult Services

Heather is a Human Services Planner at the North Carolina Division of Aging and Adult Services in Raleigh, NC. She serves as overall program specialist for Aging Information and Assistance (I&A), manages the Aging and Disability Resource Center grant, and Division's representative on the NC Council for Developmental Disabilities. Prior to coming to the Division of Aging and Adult Services in 1998, Heather worked at two local Aging Agencies (Pitt County Council on Aging & Resources for Seniors in Wake County).

Heather has a Masters in Social Work and a Certificate in Gerontology from East Carolina University.

Francis A. Burns
Deputy Assistant Secretary, Center for Wellness & Community-Based Services
Administration on Aging, DHHS

Frank Burns was appointed to serve as a Deputy Assistant Secretary in AoA by Assistant Secretary for Aging Josefina Carbonell in March 2005. In this capacity, he is responsible for guiding the operations of AoA programs. Prior to this appointment, Frank was the Director of the AoA Office of Evaluation since September of 2000. In that position, he directed significant improvements in AoA's performance measurement and accountability processes, and in the agency's program data management operations. AoA's improved performance measurement and accountability practices have led to significant recognition of AoA in the Federal budget process. Before coming to AoA, Frank held a number of management positions in the Office of the Assistant Secretary for Management and Budget of the Department of Health and Human Services, including lead oversight responsibility for HHS implementation of the Government Performance and Results Act through which the Congress and the Office of Management and Budget have improved Federal performance measurement and accountability over the past twelve years.

Linda Bylow

Linda Bylow is a Director of Government Relations for Social Service Coordinators Inc. (SSC). She has more than 18 years experience of working with state Medicaid agencies, and Medicaid and Medicare HMOs. Linda works with Medicaid staff in the western United States.

She came to SSC in January 2004 after managing Arizona's Medicaid in the Public Schools program for three years. Before that, she spent 13 years as a public information officer for Arizona's Medicaid agency (AHCCCS), educating the community and the media on Medicaid long term care and acute care eligibility and services.

John Chreno

John Chreno, Florida SHIP Director, has been in his current position with the Department of Elder Affairs since September 2003. Prior to this assignment, John worked for the local Area Agency on Aging in positions of increasing responsibility, in I&R and Caregiver support. Prior to his entry into the Florida aging network, John managed in-home service for Lutheran Social Services of Illinois/Chicago. John was employed by the US Department of Justice for 27 years, and has his Masters from Valparaiso University in Indiana.

Ivy Coleman

Ms. Coleman has over 12 years experience as a strategic member of pharmaceutical and healthcare management teams. Her extensive business background includes experience in clinical operations training with a special emphasis on training intervention strategy addressing human performance issues. Ms. Coleman is employed by Customer Value Partners (CVP), a strategic business and technology consulting firm focused on Customer Lifecycle Management (CLM). Ms Coleman works closely with CMS's Office of the Medicare Ombudsman (OMO) in expanding SHIP TAP which is focused on improving the provision of information on Medicare to people with a mental illness.

Scott Cooley, MPP
National Consumer Protection Technical Resource Center

Scott Cooley is the Co-Director of the National Consumer Protection Technical Resource Center for SMPs (The Center). At the Center, Scott provides expertise and technical assistance to the national SMP (formerly Senior Medicare Patrol) community. Scott has assisted in developing and presenting numerous web-trainings including: Reaching Out to Elderly Minorities, Immigrants, and Refugee; Preventing Medicare Fraud among Health Providers and Organizations: Special Challenges among Urban, Rural, and Ethnic Minority Communities; and Promoting Medicare Fraud Prevention Among Ethnic Populations: Developing Culturally Appropriate Marketing Materials.

Formerly, Scott implemented the Iowa SMP program, which provides education to Iowa seniors and caregivers about preventing and reporting healthcare fraud. He is the recipient of two Gold Star Awards for Excellence from the U.S. Administration on Aging.

Scott holds a Master's of Public Policy (MPP) from the University of Northern Iowa. He is an active community member who serves as a Board member for Girl Scouts of America Conestoga Counsel, Jesse Cosby Neighborhood Center, and the Waterloo Jaycees. Scott is also a returned Peace Corps Volunteer who served in the Kingdom of Tonga.

Beth Crady
Information and Assistance, Director
Elder Care Choices, Counselor

Beth is the Director of Information and Assistance at Senior Services Inc. in Winston-Salem, overseeing the implementation of ADRC in Help Line, an existing I&R service. Beth also serves as one of Forsyth County's SHIIP coordinators and counselors.

She holds a Master's degree in Gerontology from The University of North Carolina at Greensboro and has worked as a medical social worker in mental health and long-term care and as a community social worker in home health.

John A. Cutler, JD
Senior Policy Analyst
US Office of Personnel Management

John began working for the US Office of Personnel Management (OPM) in October 2000 soon after President Clinton signed legislation authorizing the creation of a long term care insurance benefit for federal employees, including the military, retirees, and their spouses. He currently is a Senior Policy Analyst for OPM on health, long term care, disability and retirement matters, but prior to that had major responsibility as architect and Project Leader for the Federal Long Term Care Insurance Program.

From 2005 to mid-2006 he was on temporary detail to the Center for Planning and Policy Development with the U.S. Administration on Aging (AoA). He was responsible for assisting with the re-authorization of the Older Americans Act and Long Term Care Awareness Campaign sponsored by the U.S. Department of Health and Human Services (HHS). The new National Clearinghouse for Long-Term Care Information, found at www.longtermcare.gov.

Prior to coming to OPM, John served as a Health Policy Analyst in the Office of the Assistant Secretary for Planning and Evaluation (ASPE) at HHS. He held this position from March 1997 to October 2000. He had responsibility for policy and research across a number of areas, including long-term care financing and insurance. John was also responsible for various issues involving Medicare, acute health care, aging and disability issues.

From 1989 to 1997, John worked for AARP, with responsibility for regulatory and compliance matters involving AARP's insurance and financial products. Other employment includes four years as a partner in private practice in a Washington, DC law firm, a stint as staff counsel for a congressional commission dealing with the US territories, and staff attorney with a capital goods trade association.

John holds a BA degree from the University of Virginia in Government and Foreign Affairs (1975), and a Juris Doctor from the University of Georgia (1978). He is an active member of the Bar in the District of Columbia and Virginia.

Hilary Dalin

Hilary Dalin is the Moderator of www.MyMedicareCommunity.org and is directing the My Medicare Matters Navigator project. Previously she was the Director of Education and Counseling Development at the Health Assistance Partnership, working with State Health Assistance and Assistance Programs. She was a manager of legal services for elders programs in New York and Connecticut, has taught elder law at several law schools and is a former Chair of the Connecticut Bar Association Elder Law Section. Ms. Dalin has written and lectured extensively on topics related to Medicare, Medicaid for elders and people with disabilities, home care as an alternative to institutional placement and nursing home residents’ rights.

Tangita Daramola

Tangita Daramola is the Senior Advisor to the Medicare Beneficiary Ombudsman. Ms. Daramola has worked at the Centers for Medicare & Medicaid Services (CMS) for over 15 years. She joined the Agency in 1991 as a Presidential Management Intern and has held a number of positions including assignments within the Office of the Administrator. Ms. Daramola's most recent position was that of the Director of the Division of Beneficiary Inquiry Trends and Analysis. In this position, she was instrumental in developing and implementing national operational strategies around customer service for written and electronic complaints and inquiries. Ms. Daramola also provided significant contributions to the development of systems to track and report on beneficiary complaints resulting from the implementation of the Medicare Drug Card.

Currently, Ms. Daramola is providing strategic leadership to the development and implementation of the first Medicare Ombudsman Program. The Medicare Ombudsman Program will ensure that existing Medicare customer service programs add value and provide appropriate levels of service. Ms. Daramola is leading the Agency's efforts to consolidate beneficiary casework reporting mechanisms in order to improve the timely identification, escalation and resolution of systemic issues. Ms. Daramola is also working with CMS casework management entities to ensure that performance measures are in place across the entire casework management system. The outcome will be improved casework management service to beneficiaries.

Ms. Daramola holds a Bachelor of Science Degree from Howard University, and a Master's in Administration from the University of Maryland, College Park. She resides in Columbia, Maryland with her two college aged children and husband Samson.

Stephen DeRosa
Web Tools Project Manager
Health Assistance Partnership (HAP)

Stephen DeRosa is the Web Tools Project Manager for the Health Assistance Partnership (HAP), a project of Families USA in Washington, D.C. He is responsible for two major technology projects in Ohio and Iowa in addition to developing and growing online initiatives such as SHIPTools, a powerful online application built by HAP and comprised of the electronic National Performance Reporting tool (eNPR) as well as the Online Recertification System (ORS). Prior to this position, he worked at the George Washington University in a wide variety of roles that included serving as a technology support person and overseeing and managing departmental budgets. He also has experience in PHP and website design. Mr. DeRosa has a B.A. in International Relations from Boston University.

Barbara Dieker
Director
Office of Consumer Choice and Protection, U.S. Administration on Aging (AoA)

Ms. Barbara Dieker is the Director of the Office of Consumer Choice and Protection (OCCP) for the Administration on Aging, U.S. Department of Health and Human Services. She is responsible for management of programs to ensure justice, rights and protections for our nation’s seniors, including those authorized under Title VII of the Older Americans Act. Areas of program responsibility include the healthcare fraud prevention, identification and awareness activities of the SMP (formerly Senior Medicare Patrol) Program, Pension Counseling Programs, Legal Services for the Elderly, Elder Abuse Prevention Programs and the National Center on Elder Abuse, the statewide legal helplines, and the Long-Term Care Ombudsman Program, among others.

Barbara comes to AoA from the Department of Defense, where she worked with military community support and family programs, and was liaison to the Armed Forces Retirement Home. In addition, she has local and state experience with Area Agencies on Aging (AAA) and in managing outreach and advocacy programs. As a grassroots advocate she has led a Senior Citizens Law Project in rural Kansas, and served as a manager of information, outreach and advocacy programs for another Kansas AAA. She was involved in statewide and national advocacy efforts with the Kansas Coalition on Aging, Kansas Legal Services, and the White House Conference on Aging. She holds a B.S. in Education from the University of Missouri-Columbia, and a Masters in Public Administration from the University of Kansas-Lawrence. She entered the federal government as a Presidential Management Intern.

Dorothy Dupree

Dorothy has been with CMS since 1999, initially serving as Senior Policy Advisor to the Agency regarding Indian health programs. With the establishment of the Tribal Affairs Office in December 2006, she has been appointed its Director. As Director, she reports to the Administrator and has responsibility to assist the Agency in addressing Indian Health policy related to Medicare, Medicaid and SCHIP. Dorothy began her career working on Indian Health issues in 1988 while serving on the administrative workgroup for Tribal Self Determination authorities related to Indian health. During this time she was the Director of Finance for the Pascua Yaqui Tribe, Tucson, Arizona. In 1989, she began her Federal career working for the Indian Health Service within the Office of Tribal Activities for the Albuquerque Area. In 1995 she was appointed the Executive Officer for the Area, one of the top three management officials, covering New Mexico, Colorado and parts of Texas. In this position she was responsible for the fiscal and administrative management leadership of the Area, providing oversight to the management of five hospitals, eleven health centers, twelve field clinics and one Youth Regional Treatment Center. She has been the recipient of many awards from CMS, IHS, and the Department and has served on numerous national committees and workgroups.

Dorothy obtained a Masters in Business Administration from the University of Arizona and a Bachelor of Science in Education from the University of North Dakota.

Dorothy is a proud member of the Assiniboine and Sioux Tribes and was raised on the Fort Peck Reservation in northeastern Montana.

Joseph V. Gennusa III PhD, RD, LDN

Nutrition and Health Promotion Programs Manager for the Maryland Department of Aging. Directs the Congregate Meals and Home Delivered Meal Programs as well as the Health Promotion programs for the Maryland Seniors. Currently overseeing the Administration on Aging grant for Maryland, "Empowering Older People To Take More Control of their Health Through Evidence-Based Prevention Programs."

Patricia Gongloff, Health Insurance Specialist, Division of SHIP Relations
CMS, Office of External Affairs
Strategic Research and Campaign Management Group

Patricia Gongloff is part of the Division of SHIP Relations at the Centers for Medicare & Medicaid Services. The Division provides grants management and information and technical support to the 54 CMS funded State Health Insurance and Assistance Programs (SHIPs). With over 30 years of experience in health care administration, and program development, Ms. Gongloff currently provides support and direction for the SHIP performance management system which is currently being implemented by CMS. Prior to her transition to the SHIP Program, she served as senior lead for the CMS REACH program, which implemented partnerships through CMS' Regional Offices to reach beneficiaries who may be hard to reach through CMS' routine channels of information.

Before joining CMS, Ms. Gongloff was the Vice President of Operations for the Johns Hopkins Medical Services Corporation, a 60 physician multi-specialty group with offices across Maryland. She also served as Administrator of the Neurosciences Department at the Johns Hopkins Hospital and executive director of a non-profit organization, and was appointed to the Maryland State Medicaid Advisory Committee.

Rodger Goodacre

Rodger is a staff member of the Tribal Affairs Group in the Office of External Affairs at CMS. Rodger has been with CMS since 1978 and has served in a number of staff and management positions in CMS programs. Most recently, he was involved in CMS efforts on outreach and education on Part D to American Indians and Alaska Natives.

Don Grantt

Don Grantt directs the Evidence-Based Disease Prevention Program at the Administration on Aging (AoA). This program is lodged in the AoA Center for Program Planning and Policy Development (CPPD). CPPD is responsible for the development of new programs and policies that can be implemented to improve the lives of the elderly population of the United States. His other current assignments are related to the Choices for Independence Program. Don has been with AoA since 1972. He holds a Masters Degree in Public Administration and Gerontology from the University of Minnesota.

Rachel Gussett-Williams
Director of National Technology Initiatives
Health Assistance Partnership (HAP)

Rachel Gussett-Williams serves as the Director of National Technology Initiatives for HAP. She was brought on board in early 2004 to create a technology department that specialized in helping SHIPs understand and better use technology. Prior to this she worked in the nonprofit technology assistance community both as the On-line Resources Coordinator and consultant for a web-based strategic planning tool called TechAtlas. She has experience in web-based tool design and management and over 7 years of project management experience working on large-scale technology initiatives. Ms. Gussett-Williams has an M.S. in Information and Communications Science and an M.A. in Public Policy.

Ginni Hain
Director
Division of Eligibility, Enrollment and Outreach
Disabled and Elderly Health Programs Group
Center for Medicaid and State Operations
Centers for Medicare & Medicaid Services

Ginni leads the Division within CMS that focuses on third-party liability, coordination of benefits, and eligibility issues especially for our aged, blind, and disabled Medicaid beneficiaries. As such, much of this work impacts policy and operations for the dually eligible. Because of this expertise with low-income and dually eligible beneficiaries, Ginni's division played a key role in implementation of the Low Income Subsidy for the new Medicare Part D benefit, and is helping States implement many of the Medicaid reforms in the Deficit Reduction Act.

Ginni's hooked on Medicaid (never a dull moment) having served in CMSO and it's predecessor organizations for 23 years, spending 17 years of those as the Senior Special Assistant to the succession of Presidential appointees who oversaw the Federal side of Medicaid.

Avis Hall
Web & Program Support Coordinator

Avis is a Washington, DC native who currently serves as the Web & Program Support Coordinator for the Health Assistance Partnership. Her experience has been serving professionals in the non-profits and medical settings. Avis started her career with the National Association of Social Workers and moved on to the medical arena where she worked for Kaiser Permanente and Georgetown University Medical Center. Since 2002, Avis's current primary responsibilities encompass event coordination, conference calls, and web based development.

Roberta Hamby

Roberta Hamby is North Carolina SHIIP's Education/Technical Assistance Manager. With over 30 years of working in the insurance industry spanning both the private and government sectors. Roberta has been with the North Carolina Department of Insurance for the past 8 years, with the last 2 years as a member of the Seniors' Health Insurance Information Program. Roberta oversaw the development and implementation of the Volunteer Online Basic Training program

Priya Helweg

Priya A. Helweg is a Policy Analyst for the Tribal Affairs Group in the Office of External Affairs, Centers for Medicare & Medicaid Services. She has worked on American Indian/Alaska Native issues for over 15 years. That work has included collections research at the Smithsonian Institution's Museum of Natural History in compliance with The Native American Graves Protection and Repatriation Act (NAGPRA). From there she specialized in AI/AN leadership development and education. She managed the first 4 years of the Morris K. Udall Foundation's Native American Congressional and White House Internship Program. She was Program Manager for the Henry J. Kaiser Family Foundation's Native American Health Policy Fellowship where she worked with AI/AN health professionals and began to focus on health policy. From there she worked as the Director of Communications and Development at the National Council of Urban Indian Health. Her passion for health policy brought her to CMS two years ago.

Alan Heumann
Director - Senior Health Insurance Information Program (SHIIP)
Louisiana Department of Insurance, Office of Health Insurance

He has been with the Louisiana SHIIP since its inception in 1993 as Trainer/Coordinator and Project Director since 1995. As an insurance regulator, he represents Louisiana Insurance Commissioner Jim Donelon on the Senior Issues Task Force at the quarterly meetings of the National Association of Insurance Commissioners. He is a member of the Capitol Area Louisiana Senior Rx Advisory Board as well as the Senior Rx State Advisory Board. For the last two years he has been a member of the SHIP Steering Committee representing Regions VI and VIII. He has been married for 26 years to his lovely wife, Melba.

Denise "Dennie" Hill

Dr. Denise "Dennie" Hill served as Project Manager for this grant. She is currently a member of the Strategic Planning and Evaluation Unit at the Florida Department of Elder Affairs. Previously Dr. Hill served as an administrator and trainer in not-for-profit, government, university and private business settings. She holds a doctorate from Florida State University. She was on the faculty at Miami University in Ohio.

Jennifer HoSue
ServiceLink Program Coordinator
State of New Hampshire, DHHS

Jennifer HoSue is the Program Coordinator for the State of New Hampshire ServiceLink Resource Center program. Ms. HoSue’s work is centered around training, operations, and staff development at the Resource Centers. New Hampshire recently achieved Statewide implementation of their ADRC model and Ms. HoSue serves as one of the primary contacts for the 10 Resource Centers throughout the State. Ms. HoSue has worked with the State of New Hampshire, Department of Health & Human Services for 9 years. Ms. HoSue received her BA from the University of New Hampshire, Durham.

A. Bernice Hutchinson, Director
Consumer Information Outreach and Assistance
National Association of State Units on Aging

Bernice Hutchinson is the Director of Consumer Information Outreach and Assistance at the National Association of State Units on Aging (NASUA), a public interest organization representing the nation’s 57 state and territorial agencies on aging, headquartered in Washington, DC. As part of the NASUA team, Bernice advises the nation’s state leaders who administer more than four billion federal dollars each year in services for older Americans, persons with disabilities and family caregivers.

A nationally recognized speaker on cultural competence in aging, Medicare, family caregiver support, and information and referral systems development, Bernice has worked in the field of aging for over two decades. During the last 17 years she has served in many leadership capacities at NASUA, including directing two national resource centers and one innovative national demonstration project.

Among her many contributions, Bernice served on the development team that designed the government’s national toll-free directory assistance service, The Eldercare Locator, used by millions of Americans to locate aging services in every state and community. She is a frequent speaker at national, state and local conferences, and has crisscrossed the country appearing before groups in nearly every state. In the past half decade she has led her organization’s membership in an important dialogue on diversity in aging.

Most recently, Bernice was cited as one of America’s leading experts on Medicare Prescription Drug Coverage in Covering Health Issues 2006, a Sourcebook for Journalists, produced by the Alliance of Health Reform. She has served on a numerous advisory panels, boards, and committees. In addition, she has authored and served as a consultant on many works, including Nora Jean Levin’s bestseller How to Care for Your Parents: A Handbook for Adult Children.

Bernice is an honors graduate of Williams College in Williamstown, MA and holds a degree in Psychology.

Alethia Jackson
Executive Director, Federal Affairs
America's Health Insurance Plans

Ms. Jackson has been with America's Health Insurance Plans (AHIP) since February 2003. AHIP is a national trade association representing nearly 1,300 member companies providing health insurance coverage to more than 200 million Americans. Ms. Jackson has served in several capacities during her tenure with AHIP, including as a Regional Director of State Affairs, where she managed AHIP's legislative and regulatory advocacy in several states. Ms. Jackson currently monitors Congressional activity on many issues as an Executive Director in AHIP's Federal Affairs department. She also represents AHIP member companies before the National Association of Insurance Commissioners (NAIC). Ms. Jackson has extensive experience in health policy and government affairs, with an in-depth knowledge of Medicare Supplement Insurance. Prior to joining AHIP, she served as Assistant Counsel for Health Policy with the NAIC.

Susan Jenkins

Susan Jenkins is the Assistant Director of Federal Affairs at the National Association of Community Health Centers (NACHC). Her work focuses on Medicare and general health reform legislative issues. Before joining NACHC in 2006, Susan worked as a health assistant for the majority staff on the Senate Committee on Finance, which has sole jurisdiction over the Medicare and Medicaid program. Prior to her work with the Committee, she was a legislative correspondent for U.S. Senator Charles Grassley (R-IA). Originally from Iowa, Susan graduated from Wake Forest University in 2003.

Susan Johnson
Program Manager
Virginia Senior Medicare Patrol

Susan has been working in the field of aging for over 17 years and is currently the Project Manager for the Virginia SMP where she: recruits, trains and coordinates volunteers; develop statewide community education initiatives; develop partnerships with state and local agencies and; market the SMP program.

Thomas M. Kickham, Ph.D.
Director, Strategic Research and Campaign Management Group

Since December 2006, Dr. Kickham is the Group Director for Strategic Research and Campaign Management in the Office of External Affairs (OEA), Centers for Medicare & Medicaid Services (CMS). He provides critical leadership to OEA and CMS on future communication direction, ongoing communication implementation, strategic research and program assessment, and personalized beneficiary outreach and assistance through the 50+ State Health Insurance Information and Assistance Program. His group serves as the Agency focal point for the development, management, and coordination of communication campaigns to heighten awareness of CMS programs and related information sources. These campaigns and strategies are routinely customized to meet the needs of diverse audiences, including different culture groups and populations with barriers to accessing information and different stakeholders including providers and partners. Dr. Kickham is also responsible for conducting and disseminating the Agency's social marketing research to develop campaign strategy, improve implementation, and for measuring the effectiveness of communication and educational activities and programs. In addition, his group provides leadership in funding and directing the network of State and local programs of counseling assistance for people with Medicare and their families to help them maximize their program benefits.

Dr. Kickham has had a number of prior appointments in CMS including overall leadership of the Office of Research, Development, and Information, Deputy Director of the Health Standards and Quality Bureau, and Deputy Director of the Office of Research and Demonstrations. He started his career in the government as a senior economist in the Office of Research and Statistics, Social Security Administration. His main focus of interest was research on the issues of long-term health care financing and coverage, as well as alternative health care delivery methods of care for the elderly. Dr. Kickham's doctorate is in economics.

Julie Leonard, BearingPoint

Julie Leonard is a Manager in BearingPoint's Centers for Medicare & Medicaid Services (CMS) account and has worked within the Medicare arena for approximately 24 years with expertise in the management of beneficiary outreach programs, written inquiries, appeals, and call center activities. She also has professional experience working in claims processing, provider enrollment, coding, provider reimbursement, and beneficiary and provider call centers. She has worked with elected officials and their staff to educate constituents, calculated appropriate reimbursement using historical data, worked with private insurance companies to establish trading partner procedures, and developed and facilitated innovative approaches to educate Medicare beneficiaries and their family and friends about the Medicare program. Ms. Leonard is currently coordinating Train the Trainer workshops for CMS in major cities across the U.S. She is also a conference presenter and has trained participants on various Medicare-related topics. Previous to her employment at BearingPoint, Ms. Leonard was employed at Palmetto GBA.

Robert Logan
Deputy Director of Operations and Membership Services
National Association of Area Agencies on Aging

Robert Logan serves as Deputy Director of Operations and Membership Services. He is responsible for all internal operations of the organization including financial, and membership services. In addition Bob is responsible for membership related services and the planning for national n4a conference. He continues to serve as the n4a liaison between the aging network, the Center for Medicare & Medicaid Services (CMS) and the Administration on Aging (AoA) on the Medicare Rx Community-Based Aging Network Education Program.

Bob has worked in aging for 32 years, including in the nursing home industry, as a direct service provider and as head of the Area Agency on Aging in Cincinnati, Ohio, for 14 of his 19 years there. He served on the n4a Board as both a member and alternate for seven years, and was active for years in local and state government, helping to create local tax levy funded community based long-term care systems. Additionally, Bob was an Adjunct Professor at the Scripps Gerontology Center, Miami University, Oxford, Ohio, teaching in the Masters program.

Bob has a B.A. in History and an M.A. in Urban Studies, both from the University of Akron, Ohio.

Gretchen K. Margraf

Ms. Margraf is a native New Yorker who found her way to the Buckeye State via Texas. She earned a Bachelors of Music Education Degree from Ithaca College in upstate New York and then pursued her Master's degree at North Texas State University in Denton, Texas. After 5 years of teaching experience in New York, New Jersey and Texas, she took a brief respite to start her family.

In 1990, Ms. Margraf joined the Ohio Department of Insurance as a Supervisor of the Life and Health Unit in the Consumer Service Division. In this capacity she supervised 8 investigators who worked on behalf of Ohio consumers experiencing difficulties with insurance companies, insurance agents, third-party administrators and health maintenance organizations. Her 10 years prior experience in the insurance industry provided an excellent background for her work with the Department.

In November of 1996, Ms. Margraf was promoted to Program Director of the Ohio Senior Health Insurance Information Program (OSHIIP), a state and federally funded education and advocacy program for Medicare beneficiaries and those who serve them. She manages a staff of 16 full time employees dedicated to assisting Ohio's 1.8 million beneficiaries by providing a toll free hotline, numerous consumer-friendly publications, a network of over 1,300 community-based volunteers and a speaker's bureau available for small and large group educational presentations.

Ms. Margraf is an international speaker on a variety of topics including Medicare, senior insurance products, other health insurance related issues, and volunteerism.

She also has conducted training workshops for her peers at several Annual SHIP Directors' National Conferences and most recently, at the New Director's Seminar in Baltimore last April.

Ms. Margraf received the "Nuestra Familia" award from the Ohio Commission on Hispanic/Latino Affairs in 1999 in recognition for her work with Ohio's Hispanic population and has been listed in the "Who's Who of Women Executives".
Currently, she is the Department of Insurance's representative for the Ohio's Aging Eye Public/Private Partnership and serves on the Advisory Board of the Greater Cleveland Aging and Disability Resource Center.

Marilyn D. Maultsby, Director, Division of SHIP Relations
CMS, Office of External Affairs
Strategic Research and Campaign Management Group

Marilyn Maultsby is the Director of the Division of SHIP Relations at the Centers for Medicare & Medicaid Services. The Division provides grants management and information and technical support to the 54 CMS funded State Health Insurance and Assistance Programs (SHIPs). Prior to becoming the Division's Director, Ms. Maultsby led the development of the SHIP performance management system which is currently being implemented by CMS. She has 30 years of experience in health care administration, health insurance, health planning, and program and policy development.

Prior to joining CMS, Ms. Maultsby was the Executive Director of The Maryland Health Care Foundation, a non-profit, charitable organization that provided grant funding to non-profit health care organizations and local health departments. While there, she evaluated the outcomes of existing and new, innovative health care programs for the uninsured and developed partnerships with coalitions to lobby for health care legislation to improve access to services and funding for services for people who do not have health insurance.

Ms. Maultsby was Vice President for Strategic Planning and Administration for Blue Cross Blue Shield of Maryland where she was actively involved in legislative change in the small group health insurance market. She also was Director of Planning for the Maryland Health Planning and Development Agency.

Ms. Maultsby is an active volunteer in the community, and in 1998, 2000, and 2002 was a recipient of the Daily Record's Maryland's Top 100 Women Award and as a result was inducted into the Circle of Excellence in 2002.

Erika Melman, BearingPoint

Erika Melman is a Manager in BearingPoint's Public Sector, Healthcare practice and is responsible for managing the mystery shopping line of business and projects within the Department of Veterans Affairs account. Her responsibilities include serving as Engagement Manager for all projects utilizing mystery shopping as a form of oversight, compliance, and continuous quality improvement for the Medicare program and its contractors. Ms. Melman led BearingPoint's effort to evaluate the State Health Insurance Assistance Program (SHIP) over the past three years. For this project, BearingPoint monitored the performance of SHIP counselors that staff each SHIP's toll free telephone hotline as well as local telephone numbers maintained by regional and local Medicare partners. Ms. Melman and her team facilitated calls to state telephone hotlines and local sponsoring organization hotlines to assess the accuracy, completeness, and consistency of the answers given to callers, the courtesy of SHIP counselors, and the accuracy of referrals made by the counselors. Ms. Melman also led face-to-face mystery shopping visits to SHIP counselors. Prior to BearingPoint, Ms. Melman served as Associate Director of the College of William and Mary's Center for Public Policy Research where she focused on program evaluation and benefit-cost analysis. Ms. Melman holds a B.A. and M.P.P. from the University of Chicago.

Carol Messick
Office of the Acting Chief Operating Officer
Centers for Medicare & Medicaid Services

Carol Messick is currently working on a detailed assignment in the Office of the Acting Chief Operating Officer, Charlene Frizzera. In that capacity, she is serving to support the Acting COO in her responsibility for overseeing day-to-day operational activities and the integration and execution of new program initiatives CMS-wide.

Carol’s permanent position is Branch Manager of the Customer Relations Branch in the Division of Health Plans Operations in the Philadelphia Regional Office. In that position, she is responsible for beneficiary services related to Medicare Parts C and D in the six states in Region III. Since 1978, Carol has worked in a variety of program areas within HCFA and CMS. In addition to managing the Customer Relations area, she has held leadership positions in Public Affairs and Provider Services.

Janet Miller

Janet Miller joined the Centers for Medicare & Medicaid Services (CMS) in 1989 as a Presidential Management Intern. Currently, Janet is a Health Insurance Specialist in the Division of Partner Relations in the Office of External Affairs where she focuses on organizations that represent and/or work with people with disabilities. Prior to CMS, Janet managed employee benefit and alternative sentencing programs for local government, was a consumer specialist for the Santa Monica city Attorney's office and an NPR talk show host.

Janet has a B.S. in secondary education and a Masters of Public Administration from California Sate College, Stanislaus. She loves the ocean, hiking and most facets of city (Baltimore, MD) life.

Charlotte L. Newman

As Director of the Division of Training, a division within the Office of External Affairs, I am responsible for leading the efforts of the National Medicare Training Program, the official source of Medicare training and information for the Centers for Medicare & Medicaid Services. Prior to coming to CMS, I was the Director of Education for Delmarva Foundation for Medical Care, the Quality Improvement Organization for Maryland and the District of Columbia. Additionally, I have spent many years teaching software applications and Internet courses for several Maryland colleges and have authored numerous technical instructional guides. I live in Annapolis with my husband and the youngest of our seven children.

Nguyen Dinh Thang, PhD
Boat People SOS

Dr. Nguyen Dinh Thang is the Executive Director of Boat People SOS (BPSOS). Arriving in the U.S. as a boat person in 1979, he completed his PhD in Mechanical Engineering and worked for 16 years at a research lab, holding many patents for his inventions. He has been active in the community for the past 25 years. In 1989 he joined Boat People SOS and launched many initiatives, including Legal Assistance for Vietnamese Asylum Seekers (LAVAS). Under his leadership, BPSOS successfully advocated for the resettlement of almost 20,000 boat people after their repatriation to Vietnam. In 2001 he contributed to the rescue of over 200 Vietnamese and Chinese victims of human trafficking in American Samoa. Since 1998, Dr. Nguyen has built BPSOS from a small organization with one half-time staff into a national organization with 16 branch offices across the country, including a center for Vietnamese torture survivors. Under his leadership, BPSOS has provided relief and recovery assistance to thousands of Asians affected by Hurricanes Katrina and Rita.

Leslie V. Norwalk, Esq.
Centers for Medicare & Medicaid services
Department of Health and Human Services

Leslie V. Norwalk, Esq., is the Acting Administrator for the Centers for Medicare & Medicaid Services (CMS). During her past five years at the agency, she has been a key member of the senior leadership team, having served as Deputy Administrator, Chief Operating Officer, and Acting Director of the Center for Beneficiary Choices. She is a nationally recognized expert on Medicare issues and played a central role in the successful implementation of the prescription drug benefit and other reforms to Medicare and Medicaid. She was also the CMS lead on the Secretary's efforts in the wake of Hurricane Katrina.

CMS has the second-largest budget outlay of the Federal Government, directly responsible for $1 out of every $3 spent on healthcare in the United States. The organization insures approximately 25% of the population of the United States (more than 84 million beneficiaries) including the elderly, disabled, and some of the lowest income individuals in the country. CMS processes over one billion claims each year and it contracts with approximately one million providers.

Prior to serving the Bush Administration, she practiced law in the Washington, D.C. area, where she advised clients on a variety of health policy matters. She also served in the first Bush administration in the White House Office of Presidential Personnel.

Ms. Norwalk, a native of Dayton, OH, earned a juris doctor degree from the George Mason University School of Law, where she was a Dean's Scholar and an editor of the George Mason Law Review. She earned a bachelor's degree, cum laude, in economics and international relations from Wellesley College.

Carla Obiol
Deputy Commissioner
Seniors' Health Insurance Information Program
N.C. Department of Insurance

Carla Obiol, a graduate of East Carolina University with a BS Degree in Business Administration, has been employed with the North Carolina Department of Insurance since 1985. Carla Obiol assisted with the development of the Seniors' Health Insurance Information Program (SHIIP) and became one of the program's first trainers. Since 1992 Ms. Obiol has served as Deputy Commissioner of the SHIIP Division. She is considered an expert in her field, participating as a presenter at a variety of forums, workshops, and various state and national conferences. Over the past 16 years Ms. Obiol has been active on various committees and councils relating to aging issues, including the Governor's Advisory Council on Aging. She is personally and professionally interested in improving the lives of seniors and serves as an advocate for older North Carolinians.

Nancy B. O'Connor
Regional Administrator
Centers for Medicare and Medicaid Services

Nancy O'Connor is the Regional Administrator of the Centers for Medicare and Medicaid Services' Philadelphia Office. In this position, Nancy oversees all outreach initiatives in the six-state region, namely Delaware, the District of Columbia, Maryland, Pennsylvania, Virginia, and West Virginia. Major outreach initiatives for the agency at this time include partnership development, intergovernmental affairs, beneficiary and provider education, and quality initiatives.

Prior to working for CMS, Nancy worked for the National Institutes of Health at the Heart, Lung and Blood Institute in grants management. She joined government as a Presidential Management Intern after working in health care administration at the Georgetown University Medical Center.

Nancy received a Bachelor of Science in Nursing from Villanova University and a Master of Health Services Administration from the George Washington University

Harry Paraison, PhD
DH/Perfil Latino TV, Inc.

Dr. Harry Paraison is the Executive Director for DH/Perfil Latino TV, Inc. a nonprofit Community Based Organization that produces a multicultural, bilingual, weekly television program. The organization addresses community issues in the South Jersey area, is an affiliate of the National Hispanic Council on Aging and most recently is a grantee of the SMP, Senior Latino Medicare Patrol, under the US Administration on Aging.

Dr. Paraison is also the Diabetes Program Coordinator at Southern Jersey Family Medical Centers, Inc. Seven years ago, Harry joined the Diabetes Outreach and Education System (DOES) Program bringing with him a strong medical background, and more than 18 years of community intervention activities. He has conducted a number of research studies including his health care policy and management master's thesis at the Center for Public Service, Seton Hall University. Dr. Paraison commitment to diabetes is a live tribute to his diabetic wife, and his support to senior initiatives is a personal commitment to improving the geriatric world.

In addition, Dr. Paraison actively participates at his church activities and leadership planning, enjoys television production, outdoor sports such as soccer, and traveling.

Linda Petrosino
SHIP Director
New York State Office for the Aging

New York State SHIP Director since June of 2006 - Prior to her current role she worked as an Aging Services Representative with the New York State Office for Aging. Previously, Linda worked with the NYS Child Health Plus (SCHIP Program) and served for 9 years as the Deputy Director of the Amsterdam Housing Authority in Amsterdam, New York. Together, she has over 15 years of governmental program experience to bring to New York's Health Insurance Information and Counseling Program (HIICAP). Ms. Petrosino holds a bachelors degree in Political Science and has completed the courses for a MA in Public Affairs and Policy.

Leslie E. Pruitt
CHOICES Coordinator
Agency on Aging of South Central Connecticut

Leslie joined the Agency on Aging of South Central Connecticut (AASCC) in September 2001 as information counselor by. A year later, she received a promotion to the position of CHOICES Coordinator (Connecticut's programs for: Health Insurance Assistance, Outreach, Information and Referral, Counseling and Eligibility Screening).

One of the primary functions of the CHOICES program is to provide education and counseling for Medicare beneficiaries and Medicare and other health-related issues. We provide community outreach and staff a multi-line, toll free telephone system. Information and referral services are also provided on topics such as, but not limited, to housing, nutrition, financial and legal services.

Leslie is responsible for the recruitment of and to provide periodic update trainings to community volunteers who serve as health insurance and information counselors to assist beneficiaries and caregivers on the above-mentioned topics. She represents the AASCC on the State of Connecticut's Medicare Modernization Workgroup, the Multi-disciplinary team of New Haven, the Multi-disciplinary team of Wallingford/Meriden, represents the AASCC with the collaborative effort between the AASCC and AARP to promote Benefits CheckUp program, and is a member of the Greater New Haven Association of Volunteer Administrators.

Leslie is a graduate of Hood College, Frederick, Maryland.

Jina Ragland

Jina Ragland is the Program Director for the Nebraska Senior Health Insurance Information Program (SHIIP) with the Nebraska Department of Insurance, providing free and unbiased information and counseling to older Nebraskans and persons with disabilities regarding Medicare, Medicaid, health insurance, and specifically the Medicare Prescription Drug Benefit. Jina has been instrumental in providing education, outreach, and enrollment assistance to Nebraska's Medicare beneficiaries on Medicare's drug benefit. These efforts resulted in an overall enrollment rate of 92% in Nebraska. Previously she worked as Social Services/Admissions/Marketing Director for two skilled nursing facilities: Beverly Healthcare and 5 Star Quality Care; as a Community Support Counselor for Sandhills Mental Health and Substance Abuse, Inc., and Oasis Counseling International. She serves on the Nebraska Medicare Prescription Drug Benefit Coalition, CIMRO Consumer Advisory Board, Medicare Beneficiary Advisory Committee, Nebraska Stroke Association Board, as well as the ECHO Program Advisory Board. She holds a Bachelor of Science in Human Resources and Family Sciences from the University of Nebraska-Lincoln.

Christina Reeg
Training Supervisor
Ohio Department of Insurance

Christina Reeg is an Ohio native, born and raised in the suburbs of Columbus. She received her Bachelor's in Business Administration from Ohio Dominican University. Christina focused on Human Resource management in the private sector before beginning a career at the Ohio Department of Insurance in 1998.

Christina is currently the Ohio Senior Health Insurance Information Program (OSHIIP) Training Supervisor with the Ohio Department of Insurance. She is responsible for the direct supervision of OSHIIP's Public Information Officers in addition to organizing, training and coordinating a network of volunteer counselors in all Ohio counties. Chris also travels throughout Ohio making presentations to Medicare beneficiaries, caregivers, health care professionals and other interested groups about Medicare, supplemental insurance, Medicare Advantage plans, long-term care insurance, Medicaid and regulation interpretation. Additionally, she provides editorial review for agency publications.

Christina has over twelve years of experience in health benefits. When Christina is not educating Ohioans about Medicare she stays busy and spending time with husband Jason and three children, Taylor age 7, Alison age 4 and Ryan age 3. Her most gratifying title thus far is that of "soccer mom."

Kevin Robertson

Kevin Robertson is North Carolina SHIIP's Statewide Volunteer Manger. He has held this position for the last three years. However, Kevin has over 13 year of volunteer management experience. He is also a past President for the North Carolina Association of Volunteer Administrators. Before coming to NC SHIIP he worked with the Senior Corps programs through a local AAA in North Carolina.

Serena E. Sanker

Serena Sanker is a Senior Program Associate for NCOA's Center for Healthy Aging. She oversees the Center's work related to physical activity and older adults, and manages a grant from the Robert Wood Johnson Foundation, Best Practices in Physical Activity Programming for Older Adult.

Ms. Sanker is a certified Master Trainer for the evidence-based physical activity program, EnhanceFitness, as well as the Stanford Chronic Disease Self-Management Program. Prior to joining the staff at NCOA, she implemented a variety of wellness and physical activity programs for older adults in Omaha, NE.

Ms. Sanker has a Bachelor's Degree in Exercise Science and a Master's Degree in Gerontology.

Dan Schreiner

As the Medicare Beneficiary Ombudsman, Mr. Schreiner acts as a single point of contact within CMS on all beneficiary concerns. His focus is on appeals, complaints, grievances and requests for assistance from beneficiaries about any aspect of the Medicare program.

Prior to joining CMS as the Medicare Ombudsman, Mr. Schreiner worked as an HIV/AIDS Healthcare and Financial Consultant, providing technical assistance to state and federal HIV/AIDS programs, assisting private industry in delivering HIV/AIDS drug treatments and services, and working with partners and community organizations to assure access to care and treatment for those living with HIV/AIDS.

Mr. Schreiner worked with the Health Resources and Services Administration's HIV/AIDS Bureau's AIDS Drug Assistance Program as an Expert Appointment. His projects include assisting states with forecasting future FY ADAP budgets and expenditures and evaluation of state insurance options for the purpose of purchasing health insurance for individuals with HIV/AIDS. In addition, Mr. Schreiner worked in conjunction with HRSA regional project officers to monitor and address state and regional ADAP issues.

Mr. Schreiner was Vice President of Investment Services, Vice President of Shareholder Services, and Director of Participant Services for T. Rowe Price Associates, a Financial Investment Company. His responsibilities included managing multi-location client service groups, the design and development of on-line communication access systems, and participation in key presentations on investment services to executive management teams of multi-million/billion dollar clients.

Mr. Schreiner received his Bachelor of Science Degree in International Business from the University of Akron in Akron, Ohio and his Masters in Health Science Degree in Health Policy and Management from The Johns Hopkins University School of Public Health in Baltimore, Maryland.

Cheryl St. Clair

Cheryl St. Clair has been the State Program Director for Indiana's SHIP at the Indiana Department of Insurance for the last 6 1/2 years. She is responsible for coordination of eleven staff and 273 volunteer counselors at 72 sites throughout the state of Indiana. Cheryl also oversees operations of two state SHIP offices in Indianapolis and Anderson.

Mrs. St. Clair holds a Master's degree in Management from Indiana Wesleyan University and a Bachelor's degree in Science from Ball State University. Her previous work experience includes nine years of program management of social services programs to families and children and over twenty years as an instructor for adults at Ivy Tech Community College. She continues to teach as a part-time faculty member.

Cheryl is married to David St. Clair and has an 18 year old daughter, Chelsie. Chelsie will follow in her mom's footsteps this fall as a freshman at Ball State University majoring in Consumer & Family Sciences.

Marisa Scala-Foley

Marisa Scala-Foley is Associate Director of the Access to Benefits Coalition at The National Council on the Aging. At ABC, she oversees training, technical assistance, and research. Prior to joining the Coalition, Ms. Scala-Foley served as Director of the Center for Medicare Education (CME) at the Institute for the Future of Aging Services in Washington, DC. She holds a Masters in Gerontological Studies from Miami University (Ohio), and a Bachelor's in Sociology and Gerontology from the College of the Holy Cross.

Julie Schoen, Esq.
Special Projects Director
California Health Advocates

In addition to serving as the Special Projects Director for the California SMP, a statewide project that trains volunteer as public speakers and counselor, Julie also serves as the Legal Counsel for the Health Insurance Counseling and Advocacy Program (HICAP).

Cindy Sheldon
SHIP Director
Senior Health Insurance Counseling

Cindy has worked in a case management capacity for Easter Seals Goodwill of North Dakota and has served as a Program Developer and grant writer for The North Dakota Association for the Disabled, Inc. Cindy is currently the Director of two health related programs through the North Dakota Department of Insurance: ND SHIP and the Prescription Connection of North Dakota. Cindy Sheldon has a bachelor's degree in Social Work and Master's degree in Business Administration from the University of Mary in Bismarck, North Dakota.

Anne Smith

Anne E. Smith serves as the Medicare Rights Advocate at Legal Services for the Elderly in Augusta, Maine. In her role as Medicare Rights Advocate, Anne assists Maine residents in understanding and accessing their Medicare benefits, rights and protections. She works closely with both the State Health Insurance Assistance Partnership (SHIP) and the Maine SMP (Senior Medicare Patrol Project) to provide training to volunteers and social service providers as well as counseling and outreach to Medicare beneficiaries and their caregivers on health insurance and prescription drug issues.

Horacio Soberon-Ferrer, Ph.D.

Dr. Horacio Soberon-Ferrer is currently the Director of Strategic Planning and Evaluation at the Florida Department of Elder Affairs, a position he has held since 1998. Prior to his current appointment he was a Senior Research Analyst with AARP in Washington, D.C. and a professor of Consumer Economics, Finance and Public Policy at the University of Maryland, College Park. He has a Ph.D. in Applied Economics and an undergraduate degree in Actuarial Science.

Jane Sung
Health Policy Counsel
National Association of Insurance Commissioners

Jane joined the health policy team of the National Association of Insurance Commissioners in July 2007 and has served as staff to the NAIC's Senior Issues Task Force, as well as the Task Force's Medigap Modernization Subgroup. Jane has also represented the NAIC as a Partner to the SHIP Steering Committee. Prior to joining the NAIC, Jane worked for now- House Majority Leader Steny Hoyer for over three years, and for former Maryland Governor Parris Glendening for approximately seven years, as well as other organizations.

Eileen J. Tell
Senior Vice President
Product Development and Analytic Services
Long Term Care Group, Inc.

Eileen J. Tell is Senior Vice President for Product Development with Long Term Care Group Inc. (LTCG), a full-service third-party administrator and outsource partner for long term care insurers. Ms. Tell is responsible for product design, compliance, market trends, competitive and regulatory analysis.

She has played a key role in the design and implementation of "Own Your Future," a LTC Consumer Awareness Campaign funded by the US Department of Health and Human Services in collaboration with the National Governors Association. She has also been instrumental in the development of the National Clearinghouse for Long Term Care Information's new website www.longtermcare.gov. She also helped develop and is currently updating materials for a national training of SHIP agencies and has conducted 4 national "train the trainers" sessions and convene state-specific SHIP trainings in Vermont, Minnesota and Virginia.

Since 1994, Ms. Tell has assisted with plan design and marketing for the CalPERS Long Term Care Program, the nation's first self-funded and tax-qualified long term care plan with over 175,000 enrollees. She has designed competitively-priced, comprehensive insurance programs for insurers, affinity groups, HMOs, and retirement communities.

She assists insurers in key product implementation areas like market entry strategy, marketing and sales, customer service training and support, regulatory and competitive analysis, compliance and market research on long term care needs and preferences in the senior market. She has developed comprehensive training materials and programs regarding sales and support of long-term care insurance, and has conducted numerous market surveys on various aspects of long term care finance and delivery.

Ms. Tell is the LTCG representative on America's Health Insurance Plans (AHIP) Long Term Care Task Force and has contributed as both a writer and editor to AHIP's Long Term Care Professional Designation book series.

Ms. Tell graduated Magna Cum Laude from Tufts University and received a Masters degree in Public Health from the University of Michigan.

Mimi Toomey
Director for Medicare Outreach
Administration on Aging
Department of Health and Human Services

Mimi Toomey is within the Centers for Communications and Consumer Services as the Director for AoA Medicare Outreach with the U.S. Administration on Aging. She has over 20 years of multi-level experience within the Aging Network including managing and directing community-based programs, coordinating statewide aging initiatives, and now, with AoA. In her current role, Mimi is responsible for the overall operations, including partnership activities of the Medicare Prescription Drug Benefit within the aging network at AoA.She has her Masters Degree in Public Administration.

Martha Trunk

Martha Trunk is a Medication Advocate/VICAP Counselor on the staff of the Arlington Virginia Agency on Aging. For the past six years, she has been involved with medication issues. She set up a program in conjunction with the County's Medication Assistance Program to obtain free brand name medications for low-income persons over 55 or with disabilities. This evolved into providing assistance with the Medicare Prescription Drug Discount Cards and then Medicare Part D and being certified as a VICAP Counselor. Prior to the current assignment, she had 30 years of contracting experience and was a VICAP volunteer in Arlington.

Mary Walsh
Manager of Community Programs
Office of Elder Services

Mary Walsh is Manager of Community Programs at the Office of Elder Services in the Maine Department of Health and Human Services. The Community Programs Unit is responsible for the State Health Insurance Assistance Program (SHIP), Maine Medicare Education Partnership and the administration of the programs funded by the Administration on Aging including elder nutrition, the Senior Community Service Employment Program, outreach and the National Family Caregiver Support Program. The Unit is also responsible for a Money Management program and healthy aging activities, including oversight of a three-year grant from the Administration on Aging which will develop additional opportunities in Maine for older adults to participate in four evidence-based programs—A Matter of Balance, EnhanceWellness, EnhanceFitness and Chronic Disease Self-Management.

Prior to her current position, she directed Foster Grandparent and Retired Senior Volunteer Programs as well as research and demonstration projects funded by the Administration on Aging.

She has a B.A. in Psychology from Case Western Reserve University in Cleveland, Ohio and a M.Ed. from Northeastern University in Boston, Massachusetts.

Deborah Ward

Ms. Ward has nearly eleven years experience in research, project management and training. Her specialties include needs assessment, environmental scans, process evaluation, large meeting facilitation, and dynamic training. Her industry knowledge includes health care, behavioral health, and human development. Ms. Ward is employed by Customer Value Partners (CVP), a strategic business and technology consulting firm focused on Customer Lifecycle Management (CLM). During her engagement with CMS, Ms. Ward worked closely with the Office of the Medicare Ombudsman (OMO) in developing, pilot testing and evaluating the 2006 SHIP TAP focused on improving the provision of information on Medicare to people with a mental illness. Ms. Ward is currently supporting the OMO across multiple projects including data analysis and issue management strategies, expansion of SHIP TAP and implementation of an OMO webpage with beneficiary focused information.

Brian Webb

Brian Webb is the Manager of Health Policy and Legislation for the National Association Insurance Commissioners (NAIC). The NAIC represents the insurance regulators in all 50 states, the District of Columbia, and 5 U.S. territories.

Before joining the NAIC, Brian worked on Medicare and Medicaid policy for the BlueCross BlueShield Association and, prior to that, was the Assistant Vice President for Legislation for the then-Federation of American Health Systems (FAHS).

Brian began working in Washington, D.C. on health care policy in 1988 as a legislative aide for Congressman Bill Thomas. After six years with Congressman Thomas, Brian worked five years in California Governor Pete Wilson’s Washington, D.C., office as health and welfare aide and Deputy Director.

Brian Webb has a master’s degree in Public Administration from the George Washington University and a bachelor's degree from BIOLA University in California.

Terri Whirrett, Lt. Governor's Office on Aging, Deputy Director, Division of Aging Services

Ms. Whirrett is responsible for the direct daily operations of the Division of Aging Services, Lt. Governor's Office on Aging. Those services include: Nutrition (Home-delivered meals and group dining), Health and Wellness including Medication Management, Information and Referral, Transportation, Caregiver Program, Homecare, SHIP and Senior Medicare Patrol programs, Older Worker Employment, Disaster Planning, and the state funded programs: Senior Center Development, Geriatric Loan Forgiveness Program and the Alzheimer's Resource Coordination Center.

Ms. Whirrett received a Bachelor of Science Degree from University of Chicago and Bachelor of Arts Degree from University of South Carolina as well as a Masters in Social Work from University of South Carolina. She has worked many years in management positions in the field of aging, including Director of the Indiana Association of Area Agencies on Aging and Director of the Indiana Association of Home and Hospice Care. In South Carolina, she worked for the SC Commission on Aging (State Unit on Aging) prior to moving to Indiana in the early 90's, and returned to the Office on Aging in 2001.

Marshall Wilmot

Marshall Wilmot is the Managing Director of Government Relations for Social Service Coordinators, Inc. (SSC) and has over 16 years experience in financial eligibility for government programs including Medicaid and Medicare Savings Programs. Prior to joining SSC in 2001, he managed the financial eligibility process for the Arizona Medicaid agency (AHCCCS).

Marshall is a member of both the New York State Medicare Savings Program Coalition and the Pennsylvania Campaign for Affordable Health Care. He has a bachelor's degree in Business Administration.

Daniel Rutherford Wilson

Daniel Rutherford Wilson is the Executive Director of Policy and Program Development for the National Caucus and Center on Black Aged, (NCBA) Inc. In this role, Wilson is responsible for assisting the President and Chief Executive Officer in Congressional and community outreach and assisting in programmatic services. NCBA is the only national aging organization solely dedicated to improving the quality of life for low-income African American and minority seniors.

Prior to returning back to NCBA in May of 2006, Wilson served as the Director of Alumni Affairs for Hampton University.

Wilson's political experience includes an appointment from then President Bill Clinton as a public affairs officer in the Office of Management and Budget. Wilson has also held several positions on Capitol Hill including Staff Assistant to New York Senator Charles E. Schumer and regional finance coordinator for the Democratic Congressional Campaign Committee under the leadership of New York Congresswoman Nita M. Lowey.

Daniel received a Bachelor of Arts Degree in English from Hampton University in 1999. Currently, he resides in Silver Spring, Maryland.

Wendy Zenker
National Council on the Aging
Vice President, Mobilization
Benefits Access Group

Wendy Zenker is the Vice President for Mobilization of NCOA’s Benefits Access Group and leads the Access to Benefits Coalition. The Access to Benefits Coalition is a public-private partnership of more than 100 national non-profit organizations and hundreds of local, community-based nonprofit organizations in 42 communities in 32 States and the District of Columbia who are committed to the goal of maximizing the number of low income Medicare beneficiaries who enroll in public and private prescription drug benefit programs. NCOA and ABC also sponsor the My Medicare Matters campaign, a community-based education program.

NCOA’s programs couple sophisticated, yet simple and easy-to-use web-based technologies, with trusted, credible grassroots organizations that provide 1-on-1 counseling, education, and enrollment assistance to Medicare beneficiaries with lower incomes to help them find the assistance that they need.

NCOA’s web-based technologies include: (i) www.BenefitsCheckUp.org, an online decision support and enrollment service that helps all people with Medicare learn about and apply for Federal and State, public and private prescription drug programs that can save them money, and (ii) www.MyMedicareCommunity.org, an online community for Medicare professionals to learn, share, and access information.

Prior to joining NCOA and ABC, Wendy was the Chief Operating Officer (1998 – 2004) at the Corporation for National and Community Service, the agency that oversees the Senior Corps programs, AmeriCorps and AmeriCorps*VISTA. Prior to that, Wendy was a senior executive at the U.S. Office of Management and Budget (1989 – 1998) and spent 15 years at the U.S. Department of Education in various management positions (1974 – 1989). Wendy is a graduate of Radcliffe College (1974).

Sharon Zeruld, MHSA
Senior Manager
The Lewin Group

Ms. Zeruld has a professional background in care management for low-income, home and community-based frail elders and disabled adults. She has worked extensively with older adults and their families under state-funded and Medicaid waiver programs while practicing at the Philadelphia Corporation for Aging (a large Area Agency on Aging in Pennsylvania), a geriatric in-home primary care program, a local Alzheimer's Association chapter, an adult day service center, and a Veterans Administration clinic.

Her work at Lewin centers on aging, disability and long term care. She conducts program evaluation, qualitative and quantitative data analysis, strategic planning, focus group moderation, and stakeholder facilitation for a variety of public and private sector clients. She currently co-manages a large contract for the Administration on Aging on the Aging and Disability Resource Center (ADRC) federal initiative that focuses on improving consumer access to long term care information and support. In this role, Ms. Zeruld provides and oversees programmatic technical assistance to 43 state grantees and their local partners in designing and implementing single point-of-entry systems, including strategic planning related to systems change. She is also assisting ASPE with assessing older adult homeowners and adult children's attitudes, knowledge and behavior of the use of home equity, specifically reverse mortgages, as a tool to age in place. Some of her recent work at Lewin include: implementation, outcome, and cost benefit evaluation of a managed long-term care pilot program in Wisconsin; program research and analysis in assessing states' use of Medicaid to finance evidence-based mental health practices; research synthesis and dissemination for the aging network related to the National Family Caregiver Support Program; research and development of options to redesign Maryland's Older Adult Waiver; an assessment of a medical case management model aimed at HIV-positive individuals; caregiver support research and policy guidance for Texas; a study of institutional bias in North Carolina's Medicaid long-term care programs; development of a research agenda on resident-centered care in nursing homes; an assessment of web-based hospital and nursing home consumer guides; and a study of pre-employment screening and on-the-job monitoring of direct care workers.

Ms. Zeruld received a M.H.S.A. from the University of Michigan's School of Public Health, a B.A. from the University of Pennsylvania, and case management training and certification through the Pennsylvania Care Management Institute.

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