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Toolkit for Delivering Services Remotely

Delivering Services remotely


Throughout this toolkit, you will find sample guidelines for using technology to reach beneficiaries, delivering sensitive information safely, managing volunteers or staff working remotely, preparing for future public health emergencies, and more. 


This toolkit was first published in September 2020 to help U.S. Administration for Community Living (ACL) grantees modify their service delivery systems and expand their technologies for everyone's safety during the COVID-19 Public Health Emergency (PHE). It was originally titled "COVID-19 Toolkit for ACL Grantees." Though the PHE ended May 11, 2023, many programs that serve the Medicare population continue to offer virtual options and may continue to find this toolkit helpful.

Virtual Service Delivery


Virtual Counseling

Virtual Events 

Volunteer and Staff Support

Related Resources

Safety and Preparedness


Overarching Safety Considerations

Preparedness Plans for Future Emergencies 

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. 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.