get connected - get answers: how to leverage 2-1-1 in creating an effective enrollment strategy

© 2016 Enroll America | StateOfEnrollment.org

Get Connected - Get Answers:How to Leverage 2-1-1 in Creating an Effective Enrollment Strategy


211 ROLEPLAYActivity Time!


1. Find a neighbor, with the opposite-colored paper

2. Read your instructions, but don’t share them with your Neighbor!

3. Play out the scenario twice, and compare the process


THE ROLE OF 2-1-1 IN BUILDING A COALITION

Boo Reiser, Take Care Utah

© 2016 Enroll America | StateOfEnrollment.org 5

1. United Way 2-1-1

2. Take Care Utah

3. Coverage to Care

Goals


United Way 2-1-1


I want tokill myself

I need to find

childcare

My child is on drugs

I need health

insurance

We can’t help

with that

We don’t need

volunteers

I’ll try to transfer you to

an agency who can helpWe only do

senior daycare

I don’t know about those

resources

We only know about domestic

violence programs

I can not pay

my rent

I can not pay

my rent

We don’tserve yourarea

I needhelp

paying my medical bill


Take Care Utah


United Way 2-1-1

We make health insurance easy

Oh…and we’re free.


• Shared Goals• Shared Branding


Call about health insurance

www.TakeCareUtah.org


Demographic Questions


Best

Better

Good


UWSL 2-1-1 Production

Health care related calls Since November 1st 2015 17,653 calls 2,120 referrals to a Navigator/CAC

Overall production since November 1st 2015 51,697 Total calls 12 Call Specialists

3 CACs 1 Navigator


COVERAGE TO CARE


Have you received your insurance card in the mail?• Yes; • No; Assist consumer to get card.

Do you have a doctor that you go to see for regular check-ups and simple illnesses?

• YES• NO; Would you like help finding a doctor?

Have you scheduled an immunization, vaccination, preventive or primary care check-up (for you or a family member) with a doctor since enrolling in insurance?

• Yes• No; why not__________________________________________________________

Have you had any problems using your health insurance?

• Yes; answer questions• No

Coverage to Care


THANK YOU!


STEPS TO ESTABLISHING A HOTLINE PARTNERSHIP

Juanica Fernandes, Enroll America


Digital/

Press

Advocacy

Enrollment

In-Reac

h

ACA Community Roles


What’s effective about your partner network?

What could be improved?

STEP 2- Identify what’s working and what’s not.


Non-Profit Advocacy

Organizations

• Short Staff• Limited Budget• Poor Data

Practices

Enrollment Assister Groups

• Limited Time to do outreach

• Limited Budget

Consumers

• Confused about process?

• Where do I go?

Challenges…


Organize what each organization does well and allow them to take one portion of city wide ACA initiative

Funnel consumers to one number

2-1-1

Solution


Where to Start

1. Get buy-in from Partners.

2. Schedule to speak w/ 2-1-1 Director.

3. Train Staff


Challenges/ Solutions


Partnership Outcome

The coordination of partners lead to a streamlined system whereby consumers were connected to healthcare through their 2-1-1 hotline. 2-1-1 embedded the Get Covered Connector onto their website and mobile app.

The 2-1-1 staff was trained to ask every consumer if they currently had health insurance. If they did not, the 2-1-1 representatives screened the consumer and used the Connector to schedule eligible consumers with the most convenient navigator/assister group.

The partnership between 2-1-1, local hospitals, assisters and navigators lead to a formal partnership with its on branding and logo that accompanies all partnership marketing materials.


THANK YOU!ANY

QUESTIONS?


INDIANA 211 PARTNERSHIP, INC. HEALTHCARE PROJECT

Brian Metzler, Healthcare Project Coordinator


Topics• Project Background• Project Overview• Text & Social Media• Reporting

Indiana 211 Healthcare Project

HHS Sec. Burwell visits with IN211 staff

HHS Sec. Burwell and CMS Region 5 Director, Kathleen Falk, speaking

with consumers

January 2016 visit by HHS Secretary Burwell to IN211 in Indianapolis


BACKGROUNDIN211 HEALTHCARE PROJECT


Background• Early on IN211and it’s partners took a proactive approach to ACA

implementation.

• CMS approved a “Navigator Grant” for IN211 through Indiana Association of United Ways (IaUW)/United Way Worldwide (UWW). Indiana was 1 of 12 states in a national application.

• Post award announcement, CMS required a redesign of the project and IN211 was not included as a sub-recipient of the UWW/IaUW award.

• Key healthcare stakeholders expressed strong value of IN211’s role in ACA implementation. The Health Foundation of Greater Indianapolis agreed to invest in IN211 on the condition that Indiana Association of United Ways would redesign the CMS Navigator grant for underserved Southern Indiana.



• Provide “in-reach” services to 2-1-1 callers.• Serve as a “central information hub”

coordinating information flow between healthcare stakeholders, IN211 network and Navigator/CAC network.

• Produce regular reports and maintain a master calendar of outreach and enrollment events throughout the state.

• Follow-up with a subset of callers to IN211 for quality assurance purposes and to assess the outcome.


Background – IN211’s Redesigned Role


PROJECT OVERVIEWIN211 HEALTHCARE PROJECT



IN211 Project OverviewIN211 and its 8 Service Centers:

• Maintain information about healthcare options including detailed information about certified Indiana Navigators;

• Provide pre-screening and referrals to a subset of callers;

• Maintain a master calendar of healthcare outreach and enrollment events; and

• Provides regular reports to healthcare stakeholders about resources, needs, gaps and trends



IN211 Asks Callers“Does everyone in your family unit have health insurance?”• Yes

• Yes, but interested in other insurance options

• No

• Not sure/invite call back

• Application Pending

• Prescreening terminated after starting

• Not interested in Screening



Master CalendarData entry process:• Navigators submit there events on a

Google Form via in211.org• IN211 verifies the information, and• Posts the event to the master

calendar


MESSAGINGIN211 HEALTHCARE PROJECT


REPORTINGIN211 HEALTHCARE PROJECT



IN211 provides valuable information through a variety of reports healthcare stakeholdersReports include:• Navigator Resource Map• Caller Results• System Results• Marketplace Enrollment by

ZIP Code• Marketplace Non-filers by

ZIP Code• Custom Maps


Indiana 211 Healthcare ProjectNavigator Resources Caller Results


Indiana 211 Healthcare ProjectSystem Results


Indiana 211 Healthcare ProjectMarketplace Enrollment By ZIP Code Custom Report for Healthcare Stakeholder


Thank You!


QUESTIONS FOR THE PANELISTS?