Health Benefits Advocacy(the SHINE Program)

Summary

The SHINE (Serving the Health Information Needs of Elders) Program provides free health insurance information, assistance, and counseling to Medicare beneficiaries of all ages and others who have questions about insurance and public benefit programs.

Cost of service to client Free

About the SHINE Program HESSCO Elder Services’ SHINE Program staff and a network of certified volunteer counselors provide information about Medicare, Medigap, MassHealth, prescription drug programs, and other health assistance programs. People interested in talking with a SHINE counselor should call HESSCO Elder Services at (781) 784-4944.

To keep them abreast of the latest information, volunteer SHINE Counselors receive ongoing training and supervision from HESSCO’s SHINE Program Director.

Effective 7/13/07 Prescription Advantage will be holding a continuous open enrollment.

Volunteer opportunities Openings are available for volunteer SHINE Counselors. Volunteers receive training and certification from the Executive Office of Elders Affairs’ training staff. The training takes place at the HESSCO office where participants meet two days per week for a total of ten days. Following the initial training, counselors receive updates and ongoing training at monthly meetings. Counselors provide services at HESSCO’s SHINE office and/or in community settings.

Frequently asked questions

Q: Does the SHINE Program provide services only to Medicare beneficiaries?

A: No, we often assist family members who are trying to understand or help parents with their insurance coverage.

Q: How does a volunteer learn all the information needed to assist with such a complex topic as Medicare?

A: Volunteers complete an intensive 10-day training program that uses a variety of

teaching methods, including classroom instruction, group problem-solving exercises, and case studies. They receive a comprehensive manual which becomes an ongoing resource.

Upon completion of the formal training, volunteers spend time with a mentor so they can become familiar with the types of questions and issues most commonly raised by beneficiaries. During this mentoring period, volunteers begin to provide services with the backup of a knowledgeable and experienced counselor at their side.

Volunteers have the opportunity to gain confidence in their knowledge of the material before they are asked to provide the services on their own. In addition, the regional director provides ongoing support and conducts monthly training meetings to keep counselors abreast of changes in Medicare and other insurances.

Q: What is the time commitment asked of volunteers in the SHINE Program?

A: Volunteers are required to complete the initial training, a total of ten days. The training usually runs from 10 am to 3 pm, two days per week. Training is conducted in the spring and fall each year. Following the formal training, counselors are asked to give 3-4 hours per week at a senior center, council on aging, or at the regional office. In addition, counselors are required to attend a two-hour monthly meeting.

Client snapshot

Mrs. Campbell called the SHINE office to inquire about Medicare’s coverage for home care services. She explained that her husband was in a nursing facility completing rehabilitation, but he wanted to return home. She was concerned that she would not be able to care for him at home unless she could get a significant amount of outside help.

The SHINE counselor explained to Mrs. Campbell that Medicare’s home health benefit was quite limited and would not provide all the help she needed. However, the counselor informed her of a program under MassHealth which would provide the personal care attendant services her husband required. The counselor helped her to complete the application and worked with her through the filing process with MassHealth.

Thanks to the information and assistance provided by the SHINE counselor, Mrs. Campbell was able to access the program that provided the home care services her husband required so that he could safely return to his home, family and community.

Other helpful information

Medicare Prescription Coverage: What you need to know

This fact sheet tells about the new prescription coverage through Medicare, and explains what steps you need to take to enroll.

Click here for the fact sheet.