Using Training to Create a Sustained Outreach and Enrollment Effort
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This document discusses the importance of training for organizations conducting outreach and enrollment efforts. It provides examples of how two organizations, Westside Family Healthcare and NeighborCare Health, improved their outreach and enrollment work through expanded training programs for staff. The document advocates for creating an ongoing learning environment within an organization in order to maximize outreach efforts and provides additional resources for training.
Using Training to Create a Sustained Outreach and Enrollment Effort
- 1. © 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
- 2. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org2 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
- 3. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org3 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 • ….
- 4. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org TRAINING IN ACTION A few case studies
- 5. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org • 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
- 6. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org • 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
- 7. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org7 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
- 8. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org8 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.
- 9. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org9 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.
- 10. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org WHAT IMPACTFUL TRAINING LOOKS LIKE
- 11. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org11 An Adult Learning Environment Goal Oriented Learn best through experience We learn differently Apply what we learn Problem Solvers Malcolm Knowles, 1990
- 12. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org12 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?
- 13. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org13 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.
- 14. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org SELF-ASSESSMENT
- 15. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org GROUP DISCUSSION
- 16. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org16 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?
- 17. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org NEXT STEPS
- 18. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org18 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?
- 19. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org19 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
- 20. © 2015 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org20 New training resources • Highly customized, action-oriented • New suite of training services • Goal-setting • Planning • Coaching • In-person training FOR MORE INFO – training@enrollamerica.org