COVID-19 Toolkit for ACL Grantees
Delivering Services remotely
Managing Through COVID-19 Toolkit
At this phase of COVID-19, in-person services are widely available again. However, many programs that serve the Medicare population continue to offer virtual options. Throughout this toolkit, you will find sample guidelines for using technology to reach beneficiaries, delivering sensitive information safely, managing volunteers or staff working remotely, and more.
BACKGROUND
This toolkit was first published in September 2020. Its purpose was to help U.S. Administration for Community Living (ACL) grantees modify their service delivery systems and expand their technologies for everyone's safety, particularly for the busy Medicare Open Enrollment Period (October 15 - December 7). It contains successful practices, templates, and checklists created by ACL grantees. It was reorganized in September 2022 to feature the components that address virtual programming and the fall Medicare Open Enrollment Period (OEP). A Medicare Counseling Promotion section was also added.
FEATURED RESOURCES
Confidentiality
- Delivering personal protected information remotely (Revised October 2020)
- Tips for ensuring privacy and confidentiality
Medicare Counseling Promotion
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How State Health Insurance Assistance Programs (SHIPs) can help
- One-page national flyer
- One-page customizable flyer (SHIP login required)
- Poster
- Infographic
- SHIP help during Open Enrollment
- National flyer
- Customizable flyer (SHIP login required)
- Infographic
- Medicare coverage of COVID-19 fact sheets (in multiple languages)
- Customizable versions for SHIPs (login required)
Virtual Counseling
- Pre-appointment form for clients to complete
- Getting ready for a virtual Medicare counseling session
- Technologies for virtual Medicare counseling sessions
- Counseling by phone
- Counseling in-person
- Counseling Companion Guide (English) or (Spanish)
Virtual Events
- Virtual event planning and production checklist
- Virtual event production 101 (PPT)
- Virtual event production 201 (PPT)
- Virtual event presenter guide template
- Virtual event etiquette and preparation checklist
Volunteer and Staff Support
Related Resources
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From ACL: COVID-19 Resources
- From ADvancing States:
- From the CDC Foundation:
- Search.Find.Help - website for organizations serving older adults and caregivers during public health emergencies, including COVID-19.
- From engAGED, the National Resource Center for Engaging Older Adults:
- Tapping Into Technology to Stay Connected and Engaged (how to help older adults access technology). This guide is also available in Spanish.
- Implementing Hybrid Programs: Considerations and Best Practices for Aging Network Organizations
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From the National Council on Aging (NCOA):
- Tools for reaching a remote audience
- Outreach Toolkit (Facebook, Telephone Town Halls, Radio PSAs and more)
- From the Senior Medicare Patrol (SMP) National Resource Center:
- COVID-19 Fraud (fraud alerts, infographics, videos)
- COVID-19 Fraud (fraud alerts, infographics, videos)
ARCHIVED RESOURCES
Overarching Safety Considerations
- Federal guidelines (PPT)
- Safety considerations decision tree (PPT)
- Preparing your volunteer workforce for OEP during COVID-19
Preparedness Plans for Future Emergencies
- Template for Continuity Of Operations Plans (COOP)
- COOP handout with links to downloadable templates and examples (editable version)
- Spreadsheet outlining grantee examples (with links and comments)
- From the CDC Foundation: Helping Communities Plan For Public Health Emergencies: An Action Plan For Organizations
ACKNOWLEDGEMENTS
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.