The MinnesotaHelp Network Becoming an Access Point Age

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The MinnesotaHelp Network-Becoming an Access
PointAge Disability Odyssey Conference8/17/09
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MinnesotaHelp Network - High Touch AND High Tech

• Lesli Kerkhoff, Disability Linkage Line Project
  Manager
• Disability Services Division, Department of Human
  Services
• Tom Gossett, MinnesotaHelp.info Project Manager
• Consumer Choices Team, Aging Adult Services
  Division, Minnesota Board on Aging Department
  of Human Services

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Albert Einstein said

• "You do not really understand something unless
  you can explain it to your grandmother."

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Context Our challenges

• People have a hard time understanding the system.
• Most people want community connections, to
  contribute, to work and to live independently
• Baby boomers present a big challenge. The
  majority have less than 50,000 in the bank.
• Government programs offer a safety net, but cant
  afford large numbers who need long-term care.

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Context Our challenges

• Government information is often not accessible
  and too high of a literacy level.
• People who need help dont self identify
• There are many sources of information and
  assistance but not all are neutral.
• Generation Xrs and Millenials have high demands
  for technology and we are not prepared.

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Context Our mission and values

• Simplify the message.
• Ensure a high quality set of services that is
  efficient and effective and
• Responsive
• High level of customer service
• Secure
• Increase access and awareness of our services.
• Be the neutral place for information.
• Dont duplicate what is already out thereBuild
  on what exists, enhance it and fill gaps.

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The Strategy

• Identify consumer groups and customize for each
  group.
• Build a comprehensive system of information and
  assistance that focuses on getting consumers the
  right information, at the right place, at the
  right time.
• Measure the quality of the system to ensure that
  it is relevant.

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Butthere are so many different kinds of people
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And they have lots of different preferencesby
age group
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Source Strategic Directions Group, Inc.
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Source Strategic Directions Group, Inc.
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Our biggest problem
WE DONT HAVE THE MARKETING BUDGET OF COCA COLA!
In 2005, the company increased its global
marketing budget, from 300m to 400m, to be
deployed predominantly in markets outside the US.

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Its a problem we can overcome

• Be creative.
• Find our strengths and build on them.
• Take advantage of opportunities.
• Ask the people we serve

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Opportunity - Aging and Disability Resource
Centers

• US Dept of Health and Human Services
• Centers for Medicare Medicaid Services
• Administration on Aging
• Grant periods - Oct 1, 2003-Sept 30, 2008.
• Adopted into the Older Americans Act as a part
  of the reauthorization in December 2006. Now a
  part of the three-legged stool.

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The New Face of Management in Government
We heard about

• The New Shape of the Public Sector by Stephen
  Goldsmith and William D. Eggers
  www.governingbynetwork.com

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Governing by Network Concepts

• The era of the bureaucracy is coming to an end
  move to outsourcing.
• Build effectiveness and efficiency by tapping
  into networks of partners.
• To build a network design
• Connect the Network through technology.
• Ensure accountability build incentives,
  measure, trust and take risks with new ideas.
• Support human capital transformation increase
  the ability to manage planning, budgeting,
  staffing as well as negotiation and mediation

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Eureka!

• Build
• A
• Network

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• Minnesotas Aging and Disability Center effort
  uses the networking concept by
• Building an integrated system that uses our
  existing infrastructure.
• Strives to provide the right information for the
  right people at the right time.
• Connecting people in the way THEY want to receive
  information.

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First Thing Give them right information.

• The right information Depends on the Consumer

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Second Thing At the Right Time
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Third Thing Find out where the right place is

• Places people routinely go to get info
• Physicians/clinics, workforce centers, libraries,
  faith communities, friends and relatives,
  Internet
• Critical decision making points
• Hospital discharge planners, nursing facility
  social workers, county long term care
  consultations
• Intervention points
• Places and times where people might need access
  to decision support and tools on the internet,
  phone or in person.

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LastlyBuild it.
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MinnesotaHelp Network

• Currently funded by the federal ADRC grant.
• Goal is to increase our internet and community
  presence and increase access to help.
• It uses the networking concept from Governing
  by network.
• It builds upon what we already have done and have
  in place, so it is low cost.
• The overall result will be to raise the profile
  of the Aging and Disability Network.

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Components of the Network

• Telephone
• In Person
• Print
• Web

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Network Component 1 Telephone assistance
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Network Component 1 Telephone assistance
Senior LinkAge Line 1-800-333-2433

• State Health Insurance and Assistance Program
  (SHIP)
• Medicare counseling
• Prescription drug expense assistance
• Long-term care insurance
• Forms assistance
• Caregiver planning, support, and training
• Long-term support and referrals to county
  Long-term Care Consultants-We encourage
  networking between the SLL and county staff

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Network Component1 Telephone AssistanceDisabilit
y Linkage Line 1-866-333-2466

• Disability Benefits
• Accessibility/Modifications
• Assistive Technology
• PCA Services
• Transition Services
• Accessible Housing
• Employment
• Awareness/Rights

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Network Component1 Telephone Assistance
Veterans Linkage Line 1-866-333-2466

• Veterans Benefits Assistance
• Reintegration challenges and referrals
• Reintegration with family life
• Household finance management
• Assistance with mental health and stress
  disorders
• Understanding, maintaining and transferring among
  benefits
• Substance abuse referrals
• Housing and homelessness
• Job seeking and employment counseling
• Understanding education or retraining benefits
  and options

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Network Component 2 In-person, Face to Face
Assistance

• Provided in highly visible critical pathways to
  long-term care
• Staff are trained in the tools specifically the
  Long-term Care Choices Tool and referral
  protocols
• May provide co-located space for long-term care
  consultation and/or linkage line staff or
  volunteers to provide in person benefits
  counseling or face to face assessment through the
  county
• Are able to track outcomes for clients and
  provide follow up
• Have materials and signage available to designate
  their participation as a MinnesotaHelp Network
  site

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Network Component 2 In person, Face to Face
AssistanceExamples of where this is provided
HC Brooklyn Service Center
Jordan New Life Church
Waseca Clinic Mayo Health System
Whitney Senior Center
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Network Component 3Print, at Outreach Sites

• Have a community connection to the elderly and
  persons with disabilities in their communities
• Agree to maintain a kiosk of materials at their
  location
• Agree to remain current regarding the
  availability of network resources
• Agree to identify people that could benefit from
  assistance and refer people to the Linkage Lines
  or web tools
• Are not required to have on site staffing or
  volunteers available to help people
• Access Points are always considered outreach
  sites, but there are many Outreach Sites that are
  not Access Points.

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Network Component 3Print, At Outreach
Sites-Examples of sites materials
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Network Component 4Web High Tech
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What is MinnesotaHelp.info?

• Service of the MN Board on Aging on behalf of the
  State of Minnesota
• 1999 legislative mandate for a long-term care
  database that grew into a larger initiative
• Online at www.minnesotahelp.info since 2003
• A Web-based means of finding information about
  health and human services in Minnesota
• The Web access point for Aging and Disability
  Resource Centers a national CMS and AOA
  initiative

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Whats in MinnesotaHelp.info?

• Comprehensive health and human service info for
• Seniors and their caregivers
• People with disabilities and their caregivers
• Parents and families
• Youth
• Veterans
• Low Income People

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Whats in MinnesotaHelp.info?

• Nearly 31,000 services
• More than 12,500 providers
• More than 19,000 sites
• Over 85,200 unique visitors in FY2009, a 61
  increase over the previous year
• In FY2009, there was a 111 increase in the
  number of visitors visiting more than once

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MinnesotaHelp.info Values

• Be relevant
• Be accessible and user friendly
• Reduce duplication and streamline access

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MinnesotaHelp.info Features

• Comprehensive data source
• Web Portal
• Centralized data management with updates by
  providers
• Data integrity activities
• Usable and highly accessible format
• Continuous quality improvement

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MinnesotaHelp.info Features

• Simple keyword and topic searching
• Statewide info about local resources
• Special Topics for specific populations

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MinnesotaHelp.info Features

• Emphasis on Accessibility

Nationally published accessibility expert An
AMAZING job here. Theyve done a great job with
a tight development and QA process. Of course,
this is what we should
expect when requesting an accessible site, but it
is still too infrequent that we see this level of
attention paid to the details.
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Disability Link

• Recently Launched Special Edition
• Future Project- Disability Resource Navigator

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Caregiver Link

• For Caregivers of Seniors
• Find local services
• Links to great resources

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MinnesotaHelp.infoPower User Version
GET MORE, HELP MORE!
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MinnesotaHelp.infoPower User Version

• Whats in it for me and the people I serve?
• Search using advanced tools (keyword, topic,
  taxonomy)
• Easily repeat custom searches
• View most current information
• Create custom directories of services
• Export information to MS Excel
• Save custom searches, plans and directories

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MinnesotaHelp.infoPower User Version

• Whats in it for me and the people I serve?
• Share information with consumers (links, email,
  pdf, ms excel)
• Access Resource Navigators quickly
• Recommend data improvements easily
• Browse tips and save to plans
• Recommend to people with confidence- accessible

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MinnesotaHelp.infoPower User Version

• Continuing Emphasis on
• Accessibility

The power user interface is notable in that it
brings the complex functionality needed to access
the full searching power of the
MinnesotaHelp.info site in a easy to use form
that is also a model of accessibility for all
users. -Nationally recognized Web
accessibility expert
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MORESearching Options

• Keyword Search
• Match phrases
• All of the Words
• Any of the Words
• Forms Of
• Exact Phrase

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MORESearching Options

• Keyword Search
• Fields
• All fields
• Provider Name
• Service Name
• Service Description
• Service Features
• Taxonomy Term

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MORESearching Options

• Keyword Search
• Locations
• Statewide
• County
• City
• Zip
• Address
• All services coded to county level

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MORESearching Options

• Keyword Search
• Target groups
• Everyone
• Seniors
• Youth
• People with Disabilities
• Families and Children

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MORESearching Options

• Advanced Keyword Search
• Up to Three Keywords or phrases
• Refine by And/But Not/Or
• Up to Three Match Options
• Up to Three Different Field Combinations

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MORESearching Options

• Topic Search
• Use AIRS/INFO LINE Taxonomy Terms
• Glossary of terms
• See Also terms

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MORESearching Options
Easily repeat saved searches from any Power User
Version search page
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MOREOptions for Search Results

• My MinnesotaHelp.info
• View and retrieve recently saved
• Plans
• Searches
• Directories
• Access ALL saved items

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MOREUseful Search Results

• See more information in less space
• Sort results easily
• View context-sensitive tips
• MANY Options for narrowing results

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MOREOptions for Search Results

• Group results using
• AIRS/INFO LINE taxonomy terms
• View definitions
• County Served
• City (located in)
• Feature

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MOREOptions for Search Results

• Show Features
• View features
• Narrow results by features

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MOREOptions for Search Results

• Show Features
• View features
• Select one or more features for filtering
• View service counts
• Narrow results

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MOREOptions for Search Results

• Narrow results using
• Keyword or phrase
• Any Zip Code and distance selector
• Any Distance
• Within 1, 5, 10 or 25 miles

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MOREOptions for Search Results

• Use the results by
• Printing results
• Emailing results
• Showing results on a map
• Exporting to Excel
• Creating Directories

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MOREOptions Export to Excel

• Send search results to an MS Excel spreadsheet
• Format options
• Simple (address info. only)
• Detailed (more info.)
• Number of results
• 500 or less to one sheet
• More than 500- break up across multiple sheets

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MOREOptions Custom Directories

• Create custom directories from
• Single or multiple result sets
• Selected services within a result set
• Any saved plan
• Any saved search
• Create .PDF, then print or email
• Save directory for future use

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MOREOptions Custom Directories

• Directory Formats
• Telephone (basic info.)
• Detailed (more info.)

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MOREOptions Custom Directories

• Indexing Options
• May use more than one at a time

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MOREOptions Custom Directories

• Cover Page Print Size Options
• Saved with directory
• Text size
• Smaller font
• Saves paper
• Larger font
• Maximizes readability

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MORE Options for Search
Results

• Side By Side Comparison
• Compare Features for up to 5 services
• View and print Uniform Consumer Information
  Guides for Assisted Living
• Save/Email/Print Comparisons

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MOREInput Report Problem Button

• Perform an exact phrase keyword search for your
  agencys name
• Click on the name of a service you provide
• Check your info
• If theres a problem, click the Report Problem
  button

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MOREInput Report Problem Button

• Fill in your information
• Report the problem
• Click Submit Report
• Data Management Org. will check changes with your
  official contact person
• Approved changes will be applied
• We NEED YOUR HELP!

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MORESupport for Consumers-Secure Online
Chat

• Fully secure
• Link to an expert!
• Real-time chat during business hours
• Email after hours

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MORE Support for Consumers Long-term Care
Choices Navigator

• http//longtermcarechoices.minnesotahelp.info/

Figure out what you need Find local
resources Create a customized plan
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DB101 Provides

• Information on state, federal, and other
  disability benefit programs
• Tools to show connections between work and
  benefits
• Tailored plans for moving forward
• Links to MNs information network

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MinnesotaHelp Network Next Steps.

• High Touch
• Consider Becoming an Access Point or Outreach
  Site
• Contact the Senior LinkAge Line at
  1-800-333-2433 to learn more about becoming a
  MinnesotaHelp Network site.
• Pilot projects are beginning in select Minnesota
  Counties
• If you work for a county and would like to talk
  more about a joint role between the Linkage Line
  system and the county system, use the Senior
  LinkAge Line to connect with the local Area
  Agency on Aging director.

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MinnesotaHelp Network Next Steps

• High Tech
• Encourage Providers to Participate in
  MinnesotaHelp.info
• Click on Provider Portal link on Home Page of
  MinnesotaHelp.info
• Click on the link under Not Yet Listed in
  MinneostaHelp.info?
• Follow the instructions
• Encourage Providers and Consumers to use the
  Long-term Care Choices Navigator
• Encourage Consumers to use MinnesotaHelp NOW!
  live chat

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Thank you for attending this session.

• Contact Information
• Lesli Kerkhoff, 651-431-2396 or
  lesli.kerkhoff_at_state.mn.us
• Tom Gossett, 651-431-2601 or tom.l.gossett_at_state.m
  n.us