2015: The Promise of Person-Centered Planning

Gerianne Prom

VP, Long Term Care Services

Throughout 2014, we saw increasing attention to the person-centered planning and self-direction requirements of the Affordable Care Act.  HCBS programs received guidance documents from a number of sources.  For many programs, these documents validated and further inspired the person-centered approaches already at the heart of their programs.  For others, they served as a wake-up call to let go of former practices and evolve their thinking and methodology.

As we enter 2015, we have an opportunity within our organizations and communities to build on the promise of person-centered approaches.  To make it possible for persons with disabilities to make real their meaningful life in their community.  To foster the realization of human potential.

The beginning of the year is an excellent time to recommit as professionals, as organizations, and as leaders to examine and evolve our best practices.  Some of the questions I’m asking to prepare for the year ahead are:

• What can we do to further the culture of partnership, respect, and trust we build with the people we serve and the people important to them?
• Are our practices empowering person-driven plans?
• What are the staff development needs?
• What are the mentoring and coaching opportunities?
• What can we do to further community building and engagement?
• What can we do to eliminate disparities?

The new year is a time for fresh inspiration and renewed commitment.  What are you looking forward to?  

Connect with me via email and through LinkedIn. Follow iLIFE on Twitter for the latest updates on healthcare news.

Listen Up

Amanda Cavanagh
Director, Research and Business Development

I was asked once what the most important thing a salesperson must do to be successful.  My answer caught them off guard.

It is not to blueprint the need.  It is not to identify the technical buyer.  It is not even negotiating the best price.

The most important skill is the ability to listen.

As a business development and sales strategist, I listen to our customers and incorporate their thoughts into the design, development, and implementation of long-term care programs.  I talk with prospects, email customers, engage with thought leaders at conferences, and collaborate with internal teams. 

We also listen to our consumers.  This means more than just customer service and community outreach.  Every time sheet iLIFE processes is a window into a person’s life.  They show us their successes and struggles, the care they’re getting, and the additional services they need.  Time sheets can also tell us what’s working and what isn’t.

But that’s only part of the process.  States, federal agencies, advocacy leaders, and Medicaid program managers need to listen to these stories.  Self-directed programs have a commitment to help consumers get the care they need.  They tell us what we need to know to deliver quality services that provide solutions to their needs.

During my career, I have learned that, in many regards, we all speak a different language.  However, we all listen for the same reason.  We want to be understood.

Take the time to listen to all the people you serve.  No matter your role in long-term care delivery, listening will help you better understand the programs and people you serve.

Website: iLIFEfms.com

Follow iLIFE on LinkedIn

Participant Liaisons in Long-Term Care Programs

Julie Peterson

Participant Liaison

I come from a caregiving background. In 2010, I began working for two participants in IRIS, the state of Wisconsin’s self-directed long-term care program. During that time, I saw the positive impact IRIS has on their lives. I could see how the program could be improved, too. To bring about these improvements, I joined the iLIFE staff as a participant liaison.

What is a participant liaison? What does a participant liaison do?

Participant liaisons are responsible for serving consumers in the IRIS program. Liaisons work in specific service areas, which for me is northwest Wisconsin.

From my office in Rice Lake, I am available to participants in my region, along with their caregivers, consultants and vendors. They call or email me, and I work with them to get the help and information they need to navigate the IRIS program.

Working in a regional office allows me to see things from the viewpoint of our clients. I meet consumers face-to-face, understand their issues, and develop personal relationships. It is an effective way to improve customer service and educate consumers on self-direction.

When someone contacts me for help, I work as quickly as I can to resolve the issue. I also take note of other things that may need attention. This includes:

• verifying participant and caregiver contact information
• updating participant caregiver lists
• answering budget questions
• educating consumers about program guidelines

I truly consider it a privilege to serve IRIS consumers as a participant liaison. It is a rewarding role that helps consumers, and makes a great self-directed program even better.

Learn more about iLIFE

Read about the Wisconsin IRIS program

Tips For Creating Strong Provider/Consumer Relationships

Matt Queen

Communications Manager

Looking back, we needed to get out of the office.

Too often, customer interaction began with a phone call from our consumers. We would answer their questions and resolve their issues. And then the call would end. We crossed our fingers and hoped we made a positive connection.

The realization was clear. We needed to create real relationships with the people we serve.

In 2012, we started hosting outreach events throughout Wisconsin. These events bring consumers and our staff together. We talk and get to know each other. We listen to consumers’ issues, understand their situations, and learn how we can better support them.

Our outreach events not only put a face with the iLIFE name, but also provide helpful resources to consumers navigating their way through long-term care programs. During the events, we educate consumers on topics such as budget authority, employer authority and self-direction.

The success of these events has led to the development of these outreach initiatives:

• Resource guides to help participants in long-term care programs
• Full-time staff members designated to specific service areas
• Consumer surveys to let us know what can be improved

Strong relationships between service providers and consumers are vital to effective financial management services.  Having a successful outreach plan involves, educates, and connects consumers to your organization.

Check out our outreach events on the iLIFE Facebook page.

Follow iLIFE on LinkedIn.