Using Training to Create a Sustained Outreach and Enrollment Effort

© 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

© 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 2

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


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

•  ….


TRAINING IN ACTION A few case studies


•  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


•  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


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


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.


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.


WHAT IMPACTFUL TRAINING LOOKS LIKE


An Adult Learning Environment

Goal Oriented Learn best

through experience

We learn differently

Apply what we

learn

Problem Solvers

Malcolm Knowles, 1990


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?


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.


SELF-ASSESSMENT


GROUP DISCUSSION


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?


NEXT STEPS


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?


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


New training resources

•  Highly customized, action-oriented •  New suite of training services

•  Goal-setting •  Planning •  Coaching •  In-person training

FOR MORE INFO –

[email protected]

Using Training to Create a Sustained Outreach and Enrollment Effort

Healthcare

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