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COVID-19 Toolkit for ACL Grantees

Delivering Services remotely

Managing Through COVID-19 Toolkit 

U.S. Administration for Community Living (ACL) grantees responded quickly to the COVID-19 pandemic, modifying their service delivery systems and expanding their technologies for everyone's safety. These grantees serve persons vulnerable to COVID-19, and they operate in state agencies and non-profits around the country. This toolkit provides supplemental information to help you make your own programmatic decisions at the state and local level. 


The goal of this toolkit is to enhance your existing solutions for safely serving the public under COVID-19, particularly during the busy Medicare Open Enrollment Period (October 15 - December 7). It contains successful practices, templates, and checklists created by ACL grantees. ACL funds State Health Insurance Assistance Programs (SHIPs), Senior Medicare Patrols (SMPs), Medicare Improvements for Patients and Providers Act (MIPPA) services, Area Agencies on Aging (AAAs), and more. State and local COVID-19 policies vary nationally, and all final decisions for safe operations must be made at the state and local levels.
The components of this toolkit are interconnected, and individual items are not meant to be looked at in isolation. For ease of use, it is divided into seven overarching categories. Individual documents in this kit often contain a table of contents and introduction with further details about the scope. Throughout the kit, you will find sample guidelines for using technology to reach beneficiaries, delivering sensitive information safely, managing volunteers or staff working remotely, and more.  
Updated in January 2022 with updated COVID-19 vaccine information. 

1. Overarching Safety Considerations

2. Confidentiality

3. Communication and Messaging

4. Counseling

5. Outreach Events 

6. Volunteer and Staff Support

7. Preparedness Plans for Future Emergencies 

8. Related Resources

This toolkit was produced by the U.S. Administration for Community Living (ACL), Office of Healthcare Information and Counseling's Managing through COVID-19 Work Group, Preparing for Medicare Open Enrollment Subcommittee.