Embracing Technology

Todd Breaker

iLIFE Participant Liaison

Confusing.  Exhausting.  Time-consuming.

For people that self-direct their support services, paperwork and administrative duties can bring out these feelings.  However, there is another solution.  Technology offers quick and accurate ways to get these tasks done.

One of the ways iLIFE uses technology to help the people we serve is offering online timesheets.  Caregivers submit their timesheets online for approval by their participant employer.  Caregivers get paid timely and accurately without having to fax, mail, or email paperwork.

Sounds easy, right?

When I tell people about this resource, the common response I get is that they are not good with computers.  These are sincere feelings from our participants that I always respect.  The reality is they face other barriers to technology, as well, including limited internet access, high costs for home internet service, or not owning a computer.

Despite these hurdles, there are also success stories.  One example is from a caregiver that had issues with time cards every month.  After they and their employer signed up for online timesheets, this person came to my office and thanked me.  This tech tool helped make their life easier.

I have heard from many participants that self-direct and use online timesheets who never want to see a paper time card ever again. Embracing technology can help participants and their caregivers achieve success through self-directing programs.

So, how can we encourage people to start using technology?  Start a conversation with the people you serve.  Teach, listen, and learn.  It is important to keep in mind we have to offer many different options and allow people to use the methods that work best for them.

Because ultimately, as financial management service providers, we want these emotions to come through:

Timely. Accurate. Trusted.

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Resolutions for 2015

Amanda Cavanagh
Director, Research and Business Development

January is a time for New Year’s resolutions.  When I set goals for the coming year, I envision myself on December 31, 2015.  What do I want to look back on and be proud that I accomplished?

I recently met an amazing participant who receives support and services through one of the long-term programs iLIFE serves.  In the past, this individual’s caregivers took advantage of them.  Not only did they have to fit into the caregiver’s schedule, but they also had to deal with workers unwilling to perform specific tasks they needed done. This abuse of power by a caregiver is tragic.

We then talked about resolutions for 2015.  Although this person is striving to overcome poor caregivers in their past, they are determined to reach their goals.

“This year I will be able to live independently in my home.”

“Next year, I hope to be able to leave my home without assistance.”

This individual’s hopes and dreams exceed all limitations they currently face.  Their strength is an inspiration and reminds me that compassion is an essential part of long-term care programs.

Looking back at my first year working for iLIFE, the determination our consumers have to become independent makes me realize the limitless potential for my personal goals.

So, what is my goal for year two?  This year, I will be a champion for the people we serve.  I will start each day by asking myself, “what will I do today to make tomorrow better?”

That is a New Year’s resolution we can all commit to.

Learn more about iLIFE

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Fraud is illegal!

Matt Queen
Communications Manager

Did you know that one-third of all elder abuse cases involve financial fraud from family members, friends, and caregivers?

Did you also know that most fraud cases go unreported?

Anybody can be a victim of caregiver fraud.  It happens across age, gender, and socioeconomic lines.  Still, fraud is often under-reported.  Why?

• Victims have close ties to the offender(s) and are protective.
• Victims think they are partially to blame.
• Victims can feel ashamed.

Throughout January, iLIFE is highlighting fraud identification and prevention. 

Educating consumers about fraud encourages participants to speak up when taken advantage of.  Knowing the criminal penalties for fraud can also discourage caregivers from abusing their employers.

As a financial management services provider, preventing fraud and protecting consumers is our priority.  Talk about fraud with the people you serve.  Starting the conversation will protect participants, strengthen your services, and maintain the integrity of long-term care programs.

Check out the iLIFE LinkedIn page for an info-graphic we share with consumers to introduce and define fraud.

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

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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.

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Customer Service: Helping Consumers and Driving Change

Amanda Cavanagh

Director, Research and Business Development

Customer service.  What does that term mean to you?  How do providers establish best practices for customer service?

Customer service falls in to two basic categories: good or bad.  Let’s be honest.  A poor review is much more interesting to read than a good one.  If misery loves company, then maybe the sour taste from our last bad customer service experience helps us relate to others in the same boat.

For our disability rights community, accessibility to customer service can be challenging.  Is the “Contact Us” page on your website visually accessible?  Is the 800-phone number and supporting call center audibly accessible?  Is your customer service location accessible?  It would be easy to chalk up these challenges as poor customer service.  Instead, we need to look beyond the challenges and see the opportunity to serve our customers.   

As financial management services (FMS) providers, we serve two distinct customer groups.  First, and foremost, program participants are our primary focus.  We manage payroll, taxes, human resource and administrative functions for our participants.   By removing barriers, we enable participants to succeed through dynamic, accessible, and individualized living opportunities.

Through our fiscal services, iLIFE helps people reach their goals and live independently.

In addition to serving people enrolled in long-term care programs, iLIFE also serves programs themselves.  We collaborate with state, federal, and Centers for Medicare & Medicaid Services (CMS) leaders.  We have the responsibility to spark ability rights discussions, inform policies, and work with these leaders to serve our communities every day.

In that spirit, exemplary customer service must help people in the moment and contribute to larger causes and changes.  While poor customer service does not make customers happy, it is an opportunity to improve things for the future.  The feelings of a job well done, the positive impact we have on our community, and the life changing lessons we learn from our customers should drive this commitment to delivering quality customer service.

Poor reviews might make for interesting reads.  However, good reviews tell the greatest stories.