New MassHealth Resources on Coronavirus (COVID-19)
Welcome: Learning & Leaning in to Change
Life today feels different than life a month ago in so many ways.
Some of our routines are the same. We wake up in the morning, eat breakfast, get dressed. We brush our teeth, turn out the lights, and fall asleep at night. We have laundry to wash and bills to pay. But things have shifted, in big and small ways. Where, how, or even if we work; how and when we seek medical care; how we interact with our friends, families, and neighbors; and the kinds of stress and fear we confront on a daily basis – for most of us, it’s hard to find a single part of life that hasn’t been impacted by the current crisis.
Our team has now worked from home for four weeks. It has been a humbling, sometimes lonely, but always inspiring thing to see people adapt to this new set of circumstances. Together we have learned to hold meetings over video chat, adjust to working full-time in “creative” settings like kitchens and living rooms, and juggle the challenges of working alongside partners, pets, and children. We’ve also been tracking new resources available for people during this difficult time- scroll to the end of this newsletter for the list. (If we missed any- let us know!)
Like many of the members we serve, our team includes people with physical disabilities, mental health diagnoses, and chronic illnesses. The current situation impacts us all in different ways - but in that way, we aren’t that different from the rest of the world. Everyone is experiencing this very strange and uncertain moment in history from their own perspective. My Ombudsman always seeks to view every member we work with as a whole person, with a unique story. We hope that our own stories, including our struggles, can help us better connect to those who ask for our assistance. That remains true now as much as ever.
Things are different, to be sure. As I write this, my cat sleeps in the next room. But we will be there for the members we serve, together or socially-distant.
Take good care,
My Ombudsman Team
info@myombudsman.org
How to contact us
We are working remotely, but we are still just a phone call or email away!
Our team is here like always to assist members of all MassHealth managed care plans with questions or concerns about their covered benefits and services, or with understanding member rights.
Phone
Our helpline is available Monday – Friday from 9am – 4pm
Toll-free: 855-781-9898
Videophone (VP): 339-224-6831
If you are unable to call during our open hours, you can also leave a message on our secure voicemail system at any time.
Email
You can email us at info@myombudsman.org.
New MassHealth Resources on Coronavirus (COVID-19)
MassHealth has created a new website with information related to the Coronavirus for MassHealth applicants, members, and providers. It explains important information about protecting MassHealth coverage for members during this period, as well as updates to coverage for Coronavirus (COVID-19) testing and treatment, prescription drugs, telemedicine (like allowing members to do provider visits by telephone or video), and other important services. It also explains how to enroll in MassHealth if you do not have insurance.
New At-Home Opportunity: Schedule a (virtual) My Ombudsman Presentation!
Is your staff or community organization working remotely, and looking to host an online training during this time of social distancing? My Ombudsman can provide free presentations about our services for both professional and non-professional audiences using videoconferencing platforms. English and ASL presentations are available.
In our presentations we cover:
The different kinds of MassHealth plans that members may be enrolled in
What kinds of questions and concerns we assist with
How we work with members of MassHealth plans to help resolve concerns
My Ombudsman’s unique role as an independent, peer-led program
How we help members understand their rights and feel empowered when navigating the healthcare system
We work with groups of all kinds & sizes and try to accommodate the needs of every audience. To learn more, email My Ombudsman at info@myombudsman.org
Office Hours Update
We have temporarily hit “pause” on starting up regular in-person office hours at community-based organizations, due to current guidance about social distancing and avoiding public gatherings. This is a disappointing but a necessary move to protect everyone’s safety and well-being. Before this decision was made, we had started planning office hours with two organizations, and we are still eager to connect with other groups that would be interested in having an Ombudsman onsite for a few hours each month. The goal is to provide information and assistance to MassHealth members by appointment and on a walk-in basis. While we aren’t sure when public health officials will give word that it’s safe to start meeting in-person again, we would love to have things set up and ready to go when that time comes!
We may also be able to provide “virtual office hours” during this period of social distancing for organizations who would find this service helpful to their clients and members. If you would like to discuss any of these possibilities or just want more information, email My Ombudsman at info@myombudsman.org
Having an Impact
Each week at our team meeting, we take a few minutes to share examples of when our work with members has had an especially positive outcome. This might mean stories of helping a member get the services they needed. Other times, it could be as simple as a member saying how grateful they felt to have our support. Several weeks ago, a member of the My Ombudsman team shared a story that provides a great reminder of why we do what we do, even when life throws us curveballs (or quarantines).
A member was transferred to a skilled rehabilitation center after a hospital stay. The member’s health plan agreed to cover just a short time at the rehabilitation center. However the member, their caregiver, and their providers felt strongly that the member was not yet ready to return home safely. The member’s caregiver works during the day and the member still required a lot intensive therapy provided at the center. The member and their caregiver, serving as an authorized representative or AR, appealed this decision and asked the health plan to cover more time at the rehabilitation facility.
The AR contacted My Ombudsman for help navigating this appeal. The Ombudsman worked closely with the member’s AR and health plan to reach a resolution. The health plan changed its original decision and agreed to cover a 100-day stay at the center. The member and their authorized representative were both happy and extremely relieved with the outcome, and were both very thankful for the Ombudsman’s work on this case.
In the Community - Eventually!
As the saying goes, life happens. We were happy to report last month on all the community events and presentations in store for this Spring and Summer. But of course, a lot has changed since then and that includes many postponed, cancelled, or changed plans. While this is sad, perspective is everything. The changes are important and temporary. Plus, the Summer Olympics have been postponed, so we are far from alone!
Resource Guide
It’s impossible to create a “perfect” list of resources for coping with everything that’s going on in the world right now. Fortunately, many organizations and people have already done an impressive job putting together information and tips that cover a lot of territory. Instead of trying to recreate the wheel, we wanted to provide some of the most helpful sites we’ve found about COVID-19 and its impact on different communities. Most of these websites have links and other information organized very clearly.
MassHealth Information
MassHealth’s new website with information related to the Coronavirus for MassHealth applicants, members, and providers.
MassOptions: Resource for MassHealth members who use Personal Care Assistance (PCA) services.
If you or a loved one is a MassHealth member who receives PCA services and is struggling to access the care you need, call MassOptions’ dedicated hotline at (844) 422-6277 to be connected to services.
Massachusetts Department of Public Health
The Massachusetts Department of Public Health (DPH) has comprehensive information on the Coronavirus outbreak in the Commonwealth. You can read about how our State government is responding to this crisis, see the latest safety recommendations from officials, get information on applying for unemployment, and learn how to receive text updates using the new COVIDMA text alerts system, among others.
The website also has guidance on what to do if you think you have symptoms of COVID-19. Options include using an online symptom checker, calling your healthcare provider, or calling 2-1-1, a 24-hour state-supported telephone hotline.
If you are experiencing a life-threatening medical emergency, please call 911.
MASS 211
MASS 211 is a free, confidential, 24/7 state-supported hotline available in multiple languages. This is the go-to source for general information and referrals related to COVID-19. You can dial 2-1-1 from your phone or visit the website.
Mental Health, Substance Abuse, and Recovery
NAMI Massachusetts has created a wonderful resource page focused on support options during the coronavirus emergency. The site focuses on mental health and has information about virtual support groups, crisis lines and “warmlines” or peer helplines, phone and online support for people with alcohol and substance abuse disorders, support for people who hear voices, families, and more. There is also a wealth of information about accessing mental healthcare in general, even if you are just now looking for a therapist.
Are you new to teletherapy, or mental health care that you get over the phone or internet? You’re in good company. This article - 7 Tips for Making the Most of Online Therapy During the COVID-19 Outbreak - has great suggestions for adjusting to this new way of getting help, written from the author’s own experience.
d/Deaf, Hard of Hearing, DeafBlind, and Late-Deafened Community
The Massachusetts Commission for the Deaf and Hard of Hearing (MCDHH) is the main agency in Massachusetts on behalf of people of all ages who are deaf and hard of hearing. MCDHH has created a Coronavirus Visual Tool to assist Medical Professionals and Deaf and hard of hearing individuals communicate better during medical appointments. You can read about the tool (COVID-19 card) and download it for free using this link.
Deaf, Inc is a nonprofit organization that serves the Deaf community across Massachusetts. In their latest “Special Edition” newsletter, Deaf, Inc gives some extra information about the MCDHH Visual Tool (COVID-19 Card). The newsletter also has some very good visual guides on self-care, safety, personal protection, and shopping during this emergency that may be useful for non-English speakers, people with disabilities, or older adults, as well as Deaf people.
For Older Adults
NCOA: National Council on Aging – Resources for Older Adults & Caregivers
People with Developmental & Intellectual Disabilities (ID/DD)
Green Mountain Self-Advocates has created a “plain language” guidebook for discussing the coronavirus, written by and for people with developmental disabilities. It uses pictures and clear writing to make complicated topics more understandable, and addresses common fears and concerns.
LGBTQIA+ Community and People Living with HIV & AIDS
Massachusetts Commission on LGBTQ Youth: Resources for Massachusetts LGBTQIA+ Youth During COVID-19
People with Epilepsy and their Families
Image: A playful cartoon of “Coronavirus reward stickers” with themes like, “Washed my hands,” “Didn’t panic,” “Didn’t touch my face,” and “Maintained social distancing.” The stickers have colorful drawings of a smiling roll of toilet paper, hands holding soap, heart and star designs. The artist Gemma Correll’s signature is at the bottom. Credit: @gemmacorrell
We're Here to Listen
As always, we appreciate your support, readership, and feedback. Any comments, questions, or concerns about this newsletter or any other issue are welcome. If you find this content helpful, we encourage you to link and share.
And if you are a MassHealth plan member who is having difficulties accessing covered benefits or services - or know someone who is - remember that we are here to listen and help. Please don’t hesitiate to reach out.