Skip to Content
A group walks in a building with masks

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. 


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.



Medicare Counseling Promotion

Virtual Counseling

Virtual Events 

Volunteer and Staff Support

Related Resources



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.