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© 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org
© 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org
Using Training to Create a Sustained Outreach & Enrollment Effort
Jesús Bervis, NeighborCare Health Center Maggie Norris, Westside Family Healthcare Amy Keegan, Enroll America
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Objectives
• Understand the important role training can play in maximizing our reach
• Assess our training assumptions
• Identify areas for training need and tools to improve programs
• Know where to go to access training resources and tools
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But first, a definition
“The action of teaching a particular skill or behavior”
• Webinars
• On-site coaching
• Leading by example
• Roleplaying or discussion on conference calls
• In-person trainings and retreats
• ….
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TRAINING IN ACTION A few case studies
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• Staffing Framework • Program Management Team • Internal team working with
primarily patients in 6 health centers
• External team working statewide
with community members and participating in community events
• Certification requirements as a
In-Person Assister, Navigator, and CAC entity
Westside Family Healthcare
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• Training curriculum was built around our key program strategies
• Constant and repetitive trainings in-person and webinar format
• Online resource database system developed
• Hosted a Enroll America training session focused on work plan development
• Tracked the strategies via our case management system for continuous process and quality improvement
Westside Self Assessment
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Westside Family Healthcare
Before Training
• Inconsistent processes for application and enrollment assistance
• Lack of confidence to troubleshoot issues without management assistance
• Lack of understanding program goals & objectives
• Missed opportunities to engage community partners and build referral networks
After Training
• Consistent assistance processes and systems
• Increase accuracy in reporting
• Increased confidence in troubleshooting enrollment issues
• Established outreach work plans
• Strengthened a referral networks
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NeighborCare Health
Who We Are: A Federally Qualified Community Health Center serving Seattle/King County. We have… • 22 Navigators, • covering, 11 medical clinics, • 5 dental clinics, • and 14 school-based health
centers • + other programs/ sites located in
Seattle.
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NeighborCare Health
Before Training
• Train & Certify Enrollment
Specialists
• All uninsured patients are required
to meet with an eligibility
specialist.
• Set a goal to enroll 11,000 people
• Outreach and education in Seattle
• Enrollment
• Tracking
After Training
• Had a plan that outlined the “how”
of our goal
• Honed tracking system – added
metrics to track outreach (not just
enrollment)
• Took work already doing to the
next level
• We were able to enroll more than
20,000 people.
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WHAT IMPACTFUL TRAINING LOOKS LIKE
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An Adult Learning Environment
Goal Oriented Learn best
through experience
We learn differently
Apply what we
learn
Problem Solvers
Malcolm Knowles, 1990
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A culture of learning & doing
• Do you have regularly scheduled communication with your staff/volunteers/co-workers (meetings, webinars, phone calls)?
• After big events or – do you come together and debrief what worked and what didn’t?
• Do you facilitate role playing of consumer interactions? If yes, how often?
• Does your organization observe and provide feedback to staff on consumer interaction?
• Ahead of training – do you dry run the session?
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Finding a balance
q I sometimes feel like an explorer in unchartered territory. I don’t know exactly where I am or what I’m doing all of the time but we try new and innovative things every once in a while to see what works.
q We’re ALWAYS trying new things. As soon as I get used to one way of doing something, we are often on to trying it a different way.
q We’ve been using the same tactics the last two years. We don’t often have conversations about how we can make our work more effective and we rarely try new things.
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SELF-ASSESSMENT
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GROUP DISCUSSION
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Group Discussion #1
• Based on your self-assessment, how would you rate the training you provide your organization?
• What role does training play in your organization currently?
• What parts of your program don’t have training components? Why?
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NEXT STEPS
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Key takeaways
• Challenge your assumptions – what are you not training on that you could?
• Do you create a learning environment for your staff/volunteers/peers?
• How can you build training into more of what you do?
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Additional Resources
Outreach & Enrollment Training Resources (Free): • National Immigration Law Center • National Family Planning & Reproductive Health Assoc. • In the Loop: Connecting the Enrollment Community • Enroll America • Families USA • CMS • Health Resources & Services Administration
More on Adult Learning: • Toolkit from NW Center for Public Health Practice
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New training resources
• Highly customized, action-oriented • New suite of training services
• Goal-setting • Planning • Coaching • In-person training
FOR MORE INFO –
[email protected]