SHINE Counselor Handbook

1
SHINE Counselor Handbook
2
SHINE Mission

• To ensure that Medicare beneficiaries have access
  to accurate, unbiased information regarding
  health insurance and health care options

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Expectations of SHINE Counselors

• Agree to adhere to all of the policy and
  procedure requirements of the SHINE program
• Agree to adhere to all of the policies of a host
  site and Regional Office
• Attend monthly counselor meetings
• Complete required documentation for each
  beneficiary contact and complete and submit
  reports as required
• Maintain confidentiality of a beneficiarys
  personal information
• Make a commitment to the program by establishing
  a consistent schedule of counseling hours agreed
  upon by the Regional Director and counselor

4
SHINE Counselor Rights

• Initial training/orientation and regular ongoing
  training
• Respect from the beneficiary and the agency
• Safe working conditions
• Right to receive feedback on counseling so can
  improve on ability to help others
• Right to personal privacy (keeping personal
  contact information private from beneficiaries)
• Sound guidance, direction and appreciation on a
  regular basis from the Regional Director/SHINE
  staff

5
Certification

• Certification is required of all individuals who
  work as SHINE counselors
• Certification is awarded only to individuals who
  successfully complete the full SHINE
  Certification training course and take and pass
  the SHINE Certification Exam
• SHINE counselors are required to pass the SHINE
  Recertification Exam each year in order to retain
  SHINE certification

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Documentation

• Monthly reports detailing services provided to
  beneficiaries are a critical component of
  recording counselor activities
• The reports document services provided, monitor
  case activities and collect statistical
  information
• Completed Client Contact forms (CCFs) and Public
  and Media Activity forms (PAMs) must be
  submitted to the Regional Director each month
• Counselors are prohibited from keeping CCFs for
  cases that are closed

7
Confidentiality

• Counselors may share beneficiary information only
  with SHINE Program staff
• Counselors must keep beneficiary information
  confidential
• All written data (including emails) that includes
  beneficiary information must be kept in a secure
  place at the counseling site or in the
  counselors home as may be necessary
• At the end of the counselor assignment (after all
  forms have been submitted to the Regional
  Director), all other written data in the
  counselors personal possession will be destroyed
• Exception Some COAs may require data to be
  saved for up to 7 years

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Conflict of Interest

• All counselors must certify that her/his
  employment or volunteer SHINE counselor position
  does not constitute a potential conflict of
  interest
• This means neither the counselor nor the
  counselors immediate family are employed by or
  have a financial interest in a business/organizati
  on that provides prescription drug coverage or
  health insurance
• All counselors sign an agreement that during
  their association with the SHINE Program, they
  will not engage in health insurance counseling or
  financial planning assistance including
  application completion and distribution of health
  insurance information for a profit
• Any counselors found to be in violation of this
  conflict of interest agreement will be terminated

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Prohibited Activities

• Advertising, promoting or selling a product,
  goods or services
• Engaging in any illegal or fraudulent activities
• Proselytizing for religious purposes
• Campaigning for political office or a ballot
  initiative
• Accepting gifts or payment for counseling
  services provided

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Political and Media Activity

• Counselors may participate in political activity
  as long as they do not claim to be representing
  the SHINE Program
• In all communications with the media, the
  counselor shall be known as a private citizen
• SHINE counselors should refer all requests from
  the media to their Regional Director

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Safety

• Any time a counselor feels uncomfortable (ex.
  beneficiary or their companion are
  rude/threatening) or have immediate concerns
  about the safety/health of the beneficiary, the
  counselor should terminate the session and
  immediately report the incident to the Regional
  Director
• Home visits are allowed only at the discretion of
  the Regional Director. Below are safety tips
  when doing a home visit
• Always tell someone the name, address, phone
  number and time of your home visit and bring a
  cell phone with you in case of an emergency
• In some situations, it is best that an agency
  staff person, family member or another SHINE
  counselor accompany you on the visit

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Helpful Tips for Counseling

• When possible, call the beneficiary prior to the
  meeting to confirm date/time and also to get
  basic info on what kind of assistance they need
• Ask the beneficiary to bring relevant materials
  to the meeting
• Make information as clear and concise as possible
  and dont use acronyms (SNF, CMS, MA)
• Summarize information frequently and ask if the
  beneficiary understands what you have reviewed

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More Helpful Tips

• Provide the information needed to allow the
  beneficiary to make the choice she/he feels is
  best
• Do NOT make choices for beneficiaries even if
  asked to do so
• A counselors responsibility is to educate and
  empower beneficiaries to make their own informed
  decisions
• It is ok not to have all of the answers!
• If you are unsure of an answer dont guess use
  your manual, SHINE materials or website, call the
  appropriate agency to get answers, or call your
  regional director

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Cultural Competency

• The aging US population is becoming more diverse
• Cultural competence refers to an ability to
  interact effectively with people of different
  cultures, backgrounds and belief systems
• 
  Video Cultural Competency
  Definition
• In order to work effectively with culturally and
  linguistically diverse people, it is important to
  avoid assumptions and stereotypes
• 
  Video Avoiding Assumptions when Communicating

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Cultural Competency Language

• Key to building cultural competency is using
  inclusive language
• Inclusive language is free from words, phrases,
  or tones that reflect generalized, prejudiced or
  stereotyped views or assumptions of particular
  people or groups

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Examples of Inclusive Language

• Use Gender-Neutral Language
• Use spouse/partner instead of husband/wife
  when speaking to a person for the first time that
  is married and hasnt revealed whether they have
  a husband or wife to avoid assumption about
  gender of spouse
• Use both pronouns (she/he) or a neutral word
  (doctor/individual) when speaking of people whose
  gender is unknown/ambiguous
• Use Non-Impersonal References When a Person Has a
  Disability
• When speaking about people with disabilities, it
  is important to put the person firstto reflect
  the individuality/dignity of people with
  disabilities
• Person with a disability, instead of disabled
  person
• Person who is blind/ visually impaired, instead
  of blind person
• Person who has a mental illness, instead of
  mentally ill person
• 
  
  
  Video People First Language

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Lastly, Have Fun!

• Being a SHINE counselor is not only very
  rewarding and fulfilling, it is also fun so enjoy
  yourself!