Get Connected - Get Answers: How to Leverage 2-1-1 in Creating an Effective Enrollment Strategy
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Presented at Enroll America's 2016 State of Enrollment conference.
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Get Connected - Get Answers: How to Leverage 2-1-1 in Creating an Effective Enrollment Strategy
- 1. © 2016 Enroll America | StateOfEnrollment.org Get Connected - Get Answers: How to Leverage 2-1-1 in Creating an Effective Enrollment Strategy
- 2. © 2016 Enroll America | StateOfEnrollment.org 211 ROLEPLAY Activity Time!
- 3. © 2016 Enroll America | StateOfEnrollment.org 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
- 4. © 2016 Enroll America | StateOfEnrollment.org THE ROLE OF 2-1-1 IN BUILDING A COALITION Boo Reiser, Take Care Utah
- 5. © 2016 Enroll America | StateOfEnrollment.org 5 1. United Way 2-1-1 2. Take Care Utah 3. Coverage to Care Goals
- 6. © 2016 Enroll America | StateOfEnrollment.org 6 United Way 2-1-1
- 7. © 2016 Enroll America | StateOfEnrollment.org 7 United Way 2-1-1
- 8. © 2016 Enroll America | StateOfEnrollment.org 8
- 9. © 2016 Enroll America | StateOfEnrollment.org 9 Take Care Utah
- 10. © 2016 Enroll America | StateOfEnrollment.org 10 United Way 2-1-1 We make health insurance easy Oh…and we’re free.
- 11. © 2016 Enroll America | StateOfEnrollment.org 11 • Shared Goals • Shared Branding
- 12. © 2016 Enroll America | StateOfEnrollment.org 12 Call about health insurance www.TakeCareUtah.org
- 13. © 2016 Enroll America | StateOfEnrollment.org 13 Demographic Questions
- 14. © 2016 Enroll America | StateOfEnrollment.org 14 Best Better Good
- 15. © 2016 Enroll America | StateOfEnrollment.org 15 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
- 16. © 2016 Enroll America | StateOfEnrollment.org 16 COVERAGE TO CARE
- 17. © 2016 Enroll America | StateOfEnrollment.org 17 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
- 18. © 2016 Enroll America | StateOfEnrollment.org 18
- 19. © 2016 Enroll America | StateOfEnrollment.org STEPS TO ESTABLISHING A HOTLINE PARTNERSHIP Juanica Fernandes, Enroll America
- 20. © 2016 Enroll America | StateOfEnrollment.org Digital/PressAdvocacy Enrollment Volunteers In-ReachOutreach ACA Community Roles
- 21. © 2016 Enroll America | StateOfEnrollment.org What’s effective about your partner network? What could be improved? STEP 2- Identify what’s working and what’s not.
- 22. © 2016 Enroll America | StateOfEnrollment.org 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…
- 23. © 2016 Enroll America | StateOfEnrollment.org 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
- 24. © 2016 Enroll America | StateOfEnrollment.org Where to Start 1. Get buy- in from Partners. 2. Schedule to speak w/ 2-1-1 Director. 3. Train Staff
- 25. © 2016 Enroll America | StateOfEnrollment.org Challenges/ Solutions
- 26. © 2016 Enroll America | StateOfEnrollment.org 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.
- 27. © 2016 Enroll America | StateOfEnrollment.org 27
- 28. © 2016 Enroll America | StateOfEnrollment.org INDIANA 211 PARTNERSHIP, INC. HEALTHCARE PROJECT Brian Metzler, Healthcare Project Coordinator
- 29. © 2016 Enroll America | StateOfEnrollment.org 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
- 30. © 2016 Enroll America | StateOfEnrollment.org BACKGROUND IN211 HEALTHCARE PROJECT
- 31. © 2016 Enroll America | StateOfEnrollment.org 31 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. Indiana 211 Healthcare Project
- 32. © 2016 Enroll America | StateOfEnrollment.org 32 • 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. Indiana 211 Healthcare Project Background – IN211’s Redesigned Role
- 33. © 2016 Enroll America | StateOfEnrollment.org PROJECT OVERVIEW IN211 HEALTHCARE PROJECT
- 34. © 2016 Enroll America | StateOfEnrollment.org Indiana 211 Healthcare Project IN211 Project Overview IN211 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
- 35. © 2016 Enroll America | StateOfEnrollment.org Indiana 211 Healthcare Project 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
- 36. © 2016 Enroll America | StateOfEnrollment.org Indiana 211 Healthcare Project Master Calendar Data 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
- 37. © 2016 Enroll America | StateOfEnrollment.org MESSAGING IN211 HEALTHCARE PROJECT
- 38. © 2016 Enroll America | StateOfEnrollment.org REPORTING IN211 HEALTHCARE PROJECT
- 39. © 2016 Enroll America | StateOfEnrollment.org Indiana 211 Healthcare Project IN211 provides valuable information through a variety of reports healthcare stakeholders Reports include: • Navigator Resource Map • Caller Results • System Results • Marketplace Enrollment by ZIP Code • Marketplace Non-filers by ZIP Code • Custom Maps
- 40. © 2016 Enroll America | StateOfEnrollment.org41 Indiana 211 Healthcare Project Navigator Resources Caller Results
- 41. © 2016 Enroll America | StateOfEnrollment.org42 Indiana 211 Healthcare Project System Results
- 42. © 2016 Enroll America | StateOfEnrollment.org43 Indiana 211 Healthcare Project Marketplace Enrollment By ZIP Code Custom Report for Healthcare Stakeholder
- 43. © 2016 Enroll America | StateOfEnrollment.org Thank You!
- 44. © 2016 Enroll America | StateOfEnrollment.org QUESTIONS FOR THE PANELISTS?
Editor's Notes
- So I begin my work with Enroll America about 3 years ago. We began as an outreach organization and it was my goal to identify as many uninsured as possible and link them to coverage. When I began doing my research I discovered that there were many organizations doing bits or pieces of this work… and each organization had its own strengths and areas of opportunity. My organizations strength happened to be a data system we were using to house the identified uninsured and our strong volunteer base. This was something other enrollment/ assister groups found helpful and I was able to leverage that to build partnerships. In working with these organization I began to notice that on certain days I was staffing volunteers to go to 2 different enrollment events within 2 miles of each other with different organizations. I also noticed that certain areas/populations were being completely ignored. These organizations were not talking to oneanother.. They were completely operating in silos. So I had to ask myself a few questions.
- What is working in my partner network? Is it sustainable for me to keep sending volunteers in over saturated areas and neglect others… How could I better coordinate events? Some of you in this room may be having this same issue.. You have partnerships with certain organizations but how can you best leverage the strengths of those partnerships?
- Well.. I began by vocalizing the challenges that each organization was having and pointing out the strengths that other partners had. Some of the clear challenges for Non profits were funding and manpower while other groups had absolutely no idea how to do outreach. AND the consumers… well.. that’s another issue all in itself.. They were concerned about the process in general.. Where to go? Who to contact? Deadlines.. Ect.
- A few things became clear… in order for us to achieve success we were going to have to do a better job of leveraging each organizations strengths. We were going to have to coordinate our events better. AND we were going to have to simplify this process for the consumer. As I mentioned before there are many different agencies doing various services for the ACA community. We wanted to make that process as easy as possible. It became clear that there was a need for one centralized number and that is how we decided to use 2-1-1.
- Our region called 2-1-1 to list Enroll America as an outreach service. That was a success, as Boo mentioned it is apart of 2-1-1 mission to link the community with services. Have a conversation with 2-1-1 Director and see what are the limitations and possible ways 2-1-1 can help. If there are challenges see what you can do to work through them or come up with work arounds. (we will discuss this in next slide) And lastly, train staff… this is an important part. Making sure that the staff is trained and ready to take ACA calls, probe consumers about ACA and schedule consumers in appointments is a process in and of itself. Make sure to discuss what the training schedule will look like for staff, timeline, go over appropriate screening questions and train on scheduling system if needed .
- Like we lightly touched on in the previous slide… some challenges did come up.. 1. Training. Training staff takes a lot of coordination on the part of 2-1-1 and the organization doing the training. You will have to discuss schedules and the best way to get entire staff trained. Some solutions for that problem are designating one staff to be a “Super Admin” . They would be trained and they would be responsible for training other staff members. The webinars or CBT’s were also a great option..2. Funding- Funding may or may not become an issue with your local 2-1-1 you will have to get creative here… If funding is an issue the solution would be to enlist the help of partners that may have funds allocated for these types of initiative. This takes a little more work on the back end. (Especially if the funder you are requesting is a hospital. Be prepared to show why the use of the hotline is important and a projected ROI ) 3. Partnerships- As great as partnerships are to help out with leveraging strengths, a challenge you may bump into is the bureaucracy of working with so many partners. Everyone has their own rules and regulations as it pertains to where their logo can be placed, what their organization allows them to say and information they are allowed to collect. . My advise here is to be cognizant of these challenges, be patient and try to plan for these type of issues before they arise… The trick is make the 2-1-1 hotline a easy lift for all of your partners and it will pay off in the end.
- So hopefully I didn’t scare you off with those challenges… because once you get all those things in order something BEAUTIFUL comes from all the hard work. In our region The partnership lead to the following outcome: ACA Calls from 10/28/15 – 1/31/16 242 Appointments Scheduled through HFUW Widget 26% Appointment Generation Rate Yielded an estimated 65 enrollments using the OE3 Appointment to Enrollment conversion rate of 27%
- IN211 provides valuable information through a variety of reports that are utilized by CMS, healthcare stakeholders, Indiana Family and Social Services Administration, and many others. The key reports include: The Navigator Resource Map provides healthcare stakeholders with information on the number of navigators registered with the Indiana Department of Insurance, as well as the number of navigator organizations that are willing to accept referrals. The Caller Results report provides a snapshot of IN211’s interactions with callers.
- The System Results report offers an overview of where callers are coming from by category, for example the number of callers who were asked the Healthcare Question, Pre-screened for Eligibility, etc.
- Marketplace Enrollment by ZIP Code represents the total number of unique individuals who have been determined eligible to enroll in a Marketplace plan and have selected a plan during th elast open enrollment period. Custom maps have been created by request fro specific organizations or metropolitan areas, such as Evansville, Fort Wayne, Indianapolis and South Bend.