Toolkit for Delivering Services Remotely
Delivering Services remotely
Toolkit
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.
BACKGROUND
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
Confidentiality
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 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)
Safety and Preparedness
Overarching Safety Considerations
- Federal guidelines (PPT)
- Safety considerations decision tree (PPT)
- Preparing your volunteer workforce for OEP during COVID-19
- COVID-19 Fraud (fraud alerts, infographics, and videos from the Senior Medicare Patrol Resource Center)
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
- Search.Find.Help - website for organizations serving older adults and caregivers during public health emergencies, including COVID-19.
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.