getting at-risk communities in the door: putting the "connect" in the connector (part 1)

© 2016 Enroll America | StateOfEnrollment.org

Jesse Lopez, Carrie Berlin, Sofia Castillo, and Andre Crombie

Getting At-Risk Communities in the Door: Putting the “Connect” in the Connector (Part 1)

© 2016 Enroll America | StateOfEnrollment.org

• Jesse Lopez• Aurora Coverage Assistance

Network Supervisor, Aurora Mental Health Center

• Carrie Berlin• Outreach and Enrollment

Manager, YWCA of Greater Pittsburgh

• Sofia Castillo• Manager, Certified Application

Counselor, CentroMed

Questions?

Aurora Coverage Assistance Network

Third Largest City in the State of Colorado City Population: 351,200

ACAN Funder

The Power of Partnerships

ACAN FunderCollaborator Collaborator Strategic Planning, Connector, Collaborator

City of Aurora Office of International and Immigrant Affairs

Aurora Coverage Assistance Network Enrollment Locations

Referrals and other Programs

The Power of Partnerships

City of Aurora Enrollment LocationsAurora Mental Health Center Walk in Crises Center

791 Chambers Rd, Aurora CO, 80010*

Aurora Community Connection 9801 East Colfax, Suite 200, Aurora, CO 80010

Asian Pacific Development Center 1537 Alton St, Aurora, CO 80010

Colorado African Organization 6795 E Tennessee Ave # 250, Denver, CO 80224

NextCare18890 E Hampden Ave, Aurora, CO 80013*

Aurora Welcome Center1085 Peoria St, Aurora, CO 80011*

TriCounty15400 E 14th Pl, Aurora, CO 80011

Aurora Enrollment Center10782 E Alameda Ave, Aurora, CO 80012*

80010*, 80011*, 80012*, 80013*, 80014, 80017 (Using data from Enroll America) Targeted Enrollment Zip Codes

What went well?Enrollment locations

How we get the consumer to a Health Coverage Guide

What went well? Strategic Plan

Media TV, Radio, Print,

Social MediaSmall Businesses

Bars, Restaurants, Community/ Service

Organizations Tri County Health

DepartmentRussian Embassy

Mexican ConsulateNext Care

Aurora Health AccessMetro Community Provider NetworkEnrollment

Events

In-Reach and Co-locationACAN Enrollment

CenterAurora

Welcome CenterAurora

Community Connection

Outreach

Asian Pacific Development

Center

Colorado African

Organization

Next Care

Aurora Mental Health CenterTri County

Health Department

How we get the consumer to a Health Coverage Guide

What went well? Strategic Plan

Key Takeaways from OE3?

1.) Know your goals (realistic goals)• Enroll X number of induvial in Affordable Health Care &

or Medicaid

2.) Have a Strategic Plan• Process• Demographics• Zip Codes• Outreach• Marketing• Enrollment Locations• Include THANK YOUS!

3.) Utilize Community Organizations • Those willing to share a client list and or send

information to clients (trusted source)• Get an MOU to seal the deal• Hard to reach populations

4.) Community Event• Share the cost• Split the dugites

BE FLEXIBLE, EXPECT THE UNEXPECTED, TRUST THE PROCESS & HAVE FUN

OE4 knowing what we know now?1.) Small Contracts: Language interpreters or key community members• Example: No one in the ACAN network speaks

Russian, a community member volunteered her time in the recruitment and interpretation of clients.

2.) Utilize www.connectaurora.org page• Create language specific tabs on top to make it easier

for those who speak a different language to fill out the specific form.

3.) Evaluate partnerships and find new partnerships where there were missing gaps in the strategic plan.• Did a partnership make sense? did it result in

enrollments?• New Partnerships

• Example: Partnering with the Orthodox Russian Church, Goodwill of Colorado, 24 Hour Fitness

4.) Start now• Don’t wait until two months before open enrollment• Meet with your State and Local Enroll America Teams• Have a team and partnership BBQ and team building• Prepare to contact clients mid summer

• Hey how's it going?

Jesse LopezAurora Coverage Assistance Network Supervisor, jesselopez@aumhc.org, 303-617-2328

Allison SummertonEnroll America, Colorado State Directorasummerton@enrollamerica.org, 720-413-1440

Open Enrollment 3What Worked Well

Strong Team

Debrief • Courtesy of Families USA

Team goal setting

Outreach

Increased health literacy education

Appointment Cards

Follow Up

Key Takeaways

• Increased presence in communities

• Follow up is critical

• Teamwork is everything

• Mobility is crucial

• Scheduling

• Reviewing data often

• Personalized outreach materials

Plan for Open Enrollment 4

Getting At-risk Communities in the

DoorSofia Moreno Castillo

CAC Manager – Marketplace Outreach & Enrollment

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Operations

• CentroMed = Federally Qualified Health Center since 1973• Serve over 75,000 patients per year

97% are patients with income below 150% FPL 58% are uninsured 97% are minorities Serve low income, undocumented, underserved population

• Enrollment Sites: 7 in Bexar County & 1 in Comal County• Hours of Operation: 8:00 am – 8:00 pm / Monday – Thursday

10:00 am – 2:00 pm / Saturdays 1:00 pm – 5:00 pm / Sundays• Certified Application Counselors:

OE1 / 9 full-time & 22 part-time (HRSA supplemental funding) OE2 / 9 full-time & 24 part-time (MHM supplemental funding) OE3 / 7 full-time & 6 part-time (no supplemental funding)

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What went well in OE3

• Enroll SA Coalition partnership• Marketing campaign as a coalition• 211 Call Center partnership• Enroll SA Call Center hosted by CentroMed• Mail out postcards to uninsured patients and

calls to prior consumers in October• Marketplace blue folders• Multiple / smaller enrollment events• Registration & pre-screening process at events• Connector tool, Commit cards & Get Covered

Database• C2C follow-up appointments in February &

March

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Key Takeaways

• Participated in Enroll America’s Get Covered Academy.

• Marketplace website was improved• Targeted marketing to minorities

was successful*• Maintaining a steady place for

enrollment events worked better• Competition from brokers increased• Increased families in “family

glitch”• Increased couples filing separate

taxes• Decreased Assister created longer

wait times

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Plans for OE4

• Advanced planning through EnrollSA outreach & communication committees

• Phone banks in November• Train coalition partners on use of “commit cards” now• Enhanced staffing of EnrollSA Marketplace Call Center (handled

2,148 incoming calls during OE3)• Improved planning for joint-staffing of enrollment events• Specific marketing to address family glitch and couples filing

separately• Reduce full-time staff now & hire more part-time staff during OE4

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Questions? 28

Sincerely, Sofia Moreno Castillo Manager, Certified Application Counselor Affordable Care Act ( ACA) Southside Medical Clinic 3750 Commercial Ave. San Antonio, TX 78221 Office: (210) 334-3840 Mobile: (210) 717-3529 smcastillo.cdb@tachc.org

© 2016 Enroll America | StateOfEnrollment.org

Questions?