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Outreach and Enrollment Distance Learning Series
Planning for Successful
Outreach
1 CHAMPS/CCHN Outreach and Enrollment Distance
Learning Series
O&E Distance Learning Series Upcoming Event
Visit the CHAMPS Distance Learning Page for more information
Diving Deep on Premium Tax Credits
Tuesday, September 23, 2014, 10:00AM – 11:30AM MT
www.champsonline.org/events/distancelearning
2 CHAMPS/CCHN Outreach and Enrollment Distance
Learning Series
CHAMPS/CCHN Outreach and Enrollment Distance
Learning Series 3
O&E Distance Learning Series Past Events
Visit the CHAMPS Distance Learning Page for archives
What All CHC Staff Should Know About O&E
Patient Education and Health Insurance Literacy
Making the Business Case for O&E
Best Practices for Young Adult Outreach
Maximizing O&E Staff and Continued Enrollment
Rural Outreach Strategies
Outreach to Special Populations
www.champsonline.org/events/distancelearning
Community Health Association of Mountain/Plains
States (CHAMPS)
4 CHAMPS/CCHN Outreach and Enrollment Distance
Learning Series
www.champsonline.org
Colorado Community Health Network (CCHN)
5 CHAMPS/CCHN Outreach and Enrollment Distance
Learning Series
www.cchn.org
Presented by:
Melanie Herrera Bortz Enroll America
Southwest Regional State Assistance Manager
CHAMPS/CCHN Outreach and Enrollment Distance
Learning Series 6
Presented by:
Dayanne Leal Enroll America
Best Practices Institute
Deputy Director
CHAMPS/CCHN Outreach and Enrollment Distance
Learning Series 7
Learning objectives
CHAMPS/CCHN Outreach and Enrollment Distance
Learning Series 8
Learn the importance of outreach planning.
Learn why collecting metrics is essential for outreach and
educational activities.
Participate in an interactive activity to learn how to develop
an outreach work plan.
© 2014 Enroll America | EnrollAmerica.org
Planning for Successful Outreach Importance of Developing an
Outreach Work Plan
Dayanne Leal Deputy Director Best Practices Institute Enroll America
Melanie Herrera Bortz Southwest Regional Manager State Assistance Department Enroll America
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I. Plan for Success
II. Measure for Guidance
III.Write Your Work Plan
IV.Practice Exercise
Agenda
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Maximize the number of uninsured Americans who enroll in health coverage made available by the Affordable Care Act
TWO-FOLD STRATEGY
Promoting Enrollment and Outreach Best Practices
National Enrollment Campaign, Get Covered America, Using Data Driven Outreach Strategies through Get Covered Data
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Our Mission
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I. PLAN FOR SUCCESS
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Why is Outreach Planning Important?
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Here are Some Reasons
Helps with
decision making
Gives clear
direction
Sets expectation
Facilitates coordination
of efforts
Allows you to
prioritize
Gives a sense of
how close you are to your goal
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Key Steps
I. Identify and capitalize on
your strengths
III. Identify and understand your
population of focus
II. Build on the strengths of
others in your community
IV. Identify essential skills and
support staff
V. Write your outreach and/or
in-reach plan
VI. Monitor, evaluate, and refine when
needed
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II. MEASURE FOR GUIDANCE
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Why Measure Your Efforts?
Important to track both
process and outcome
measures! A Work Plan
should list the indicators
that will help measure
and evaluate process
and outcomes!
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Here are Some Reasons
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Flag outreach strategies that are
more effective
Helps you know if your
plan is working
Help you identify which
partners to continue the partnership
Ensure you are spending resources
(including time) in the right way
Allow you to refine
when and where
needed
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Questions to Consider:
How will I know if the strategy is working?
What baseline information should be obtained to be
used before implementation?
What should I measure?
What indicators will I use to help me measure?
Helpful Strategies:
Keep contact log of calls received or face-to-face visits
with the following information: How individuals heard about your effort or organization?
Outcome of the call or the visit
Implement a Tracking System of Activities, Process and Results
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Identify what you need to monitor Implement a system to track your activities & outcomes
Sign in/Sign out of events – record status
Examples of process and outcome measures include:
o Number of in-bound/out-bound calls
o How they heard about you – referral points
o Number of consumers followed up with
o Number of events held
o Number of attendees at events
o Number of individuals who signed up for health coverage & the number who didn’t to target for next year
o Number eligible for Medicaid, qualifying event, or SEP
o Sign in/Sign out of events – record status
Bottom Line: Measure it!
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1. Goals are critical to our success
• Motivational for staff and volunteers
• Useful for planning (and contingency planning)
2. Challenge
• How do you set up the right goals?
Goals too high - Trouble taking first step – get stuck
Goals too low - Lose productivity – lose momentum
3. Set goals for quality, not just quantity
4. Reward and celebrate meeting goals
5. Stop doing what does not work
Keeping Track Leads to Best Practices
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III. WRITE YOUR WORK PLAN
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Important to Write Your Plan
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Define Your Plan of Action
• What are the goal(s)?
• What strategies will be used to achieve goal(s)?
• What activities are needed to accomplish success?
Accountability
• Who will be responsible for executing each activity?
• What is the completion timeline for each activity?
Desired Results
• What are the expected results from each activity?
• What process will be implemented to track progress?
• How success of each activity will be measured?
Outreach and/or In-Reach Work Plan
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Creating a Work Plan
Step 1 Goal:
Clearly define and make it measureable
Step 2 Strategy:
Develop a path for achieving goal
Step 3 Activities:
List the tasks necessary to
complete the strategy
Step 4 Who & When:
List who will implement each activity (or can be a resource) by and when
Step 5 Expected Outcome:
What are the expected outcomes for each
activity
Step 6 Measure of Effectiveness:
Which indicators will help determine achieve
expected outcomes
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What is the SMART Framework?
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Apply the SMART Framework to Develop Goals & Activities
Specific
Measurable
Attainable
Relevant
Time--Bound
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Create Indicators That Measure Both Process and Outcome Results
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Enrollment Events
• Process: # of events held
• Outcome: # individuals who applied for health insurance
Material Distribution
• Process: # of postcards distributed
• Outcome: # of calls received as result of the postcards distributed
Partnership Development
• Process: # of organizations contacted to form a partnership
• Outcome: # of referrals received from each organization
Earned Media Efforts
• Process: # of times staff participated in a Radio program
• Outcome: # of calls received as result of the radio program
For example…
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Key Elements to a Successful Outreach and/or In-Reach Work Plan
Ensure your outreach work plan is comprehensive and reflects outreach work
Define concrete goals, strategies, and activities based on target audience and apply the SMART framework
Choose measureable indicators to ensure success
Keep track whether an activity is complete, incomplete, or in progress. Continuously update outreach work plan
Enhance buy-in and accountability by having outreach staff participate in the development of the outreach work plan
© 2014 Enroll America | EnrollAmerica.org
IV. PRACTICE EXERCISE
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Examples: In-reach & Outreach
1. Maximize Existing Technologies
2. Use text and or Voice Messaging
3. Website 4. Newsletter 5. Social Media 6. Direct Mail 7. On-site promotion
1. Community Events 2. Partner with other
organizations 3. Earned Media and Local Ads 4. Faith organizing 5. Create Referral networks 6. Work with local businesses 7. Distribute flyers 8. Mobile vans
In-Reach Outreach
© 2014 Enroll America | EnrollAmerica.org
Outreach Work Plan Example Step by Step
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1. SMART Goal By December 2014,enroll 200 uninsured individuals in health
insurance (including Medicaid).
2. Outreach Strategy Participate in 3 “live” radio interviews a month for a period of 2
months to promote how/where individuals can sign up for health insurance.
3. Activities 1. Identify one radio program that: serves Latinos (Spanish Speaking),
Latinos (Portuguese Speaking), and African- Americans and contact them by July 2014.
2. Schedule the radio interviews (one a week) by August 2014. 3. Participate in one radio interview per week by November 2014.
© 2014 Enroll America | EnrollAmerica.org
Outreach Work Plan Example Step by Step
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4. Accountability Specify department, title or staff name if it is not you.
5. Expected Outcomes 1. By August 2014 at least one radio program serving
Latinos (Spanish Speaking), Latinos (Portuguese Speaking), and African- Americans have agreed to host me at their radio shows.
2. At least 10 phone calls a month from each radio program. 3. By November 2014 participated in 6 radio programs.
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Outreach Work Plan Example Step by Step
6. Indicators Process:
Number of radio programs contacted
Outcome: Number of radio programs that offered
space in their radio show Number of individuals who called into the
radio program Number of calls received as a result of each
radio program
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Activity: Outreach Work Plan Exercise
Use one of the following categories to practice developing your outreach work plan
Outreach Strategies
In-reach Strategies
Developing Partnerships
© 2014 Enroll America | EnrollAmerica.org
Activity: Use the Work Plan Framework/Template Sent to You
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Goal
Strategy
Activity (ies)
Expected Outcome for the
Activity (ies)
Indicators
Fill out the handout given to you based on the category you chose.
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Receiving Feedback
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How to Contact Us
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Melanie Herrera Bortz [email protected] 303.550.1980
Dayanne Leal [email protected] 617-999-5971