How to Report Client Contacts

1. How to Report Client Contacts

2. What is a client contact? A client contact includes all contacts between a counselor or staff and a client, which may include Medicare or Medicaid beneficiaries, older adults, and their family members or others working on behalf of a client. Client contacts may be conducted over the telephone, in person (on site), in person (at home), or via postal mail, e-mail, or fax.

3. When should I fill out a Client Contact form? A Client Contact or CC form must be completed or updated for each contact between a counselor/staff and a beneficiary or his/her representative. The Client Contact form is used by registered State Health Insurance Assistance Program (SHIP) counselors only. These individuals must have received counselor training and signed a Counselor Agreement or Memorandum of Understanding (MOU) with their local SHIP agency. SHIP counselors may include volunteers, agency staff, toll-free Help Desk counselors, and local coordinators/sponsors. Note: Client Contact forms are considered confidential and must be treated by counselors as confidential information. The counselor must assure the client that all personal information collected is confidential.

4. When shouldn’t I fill out a Client Contact form? Do not fill out Client Contact forms for: • unsuccessful attempts to reach a client (e.g., leaving messages on an answering machine). • individuals reached at public events such as presentations or health fairs, or for questions asked during or immediately after a presentation. • calls when the only purpose is to schedule an appointment with a SHIP counselor. These are not considered individual contacts unless one-on-one counseling occurs.

5. Client contact form

13. Example- Entering a client contact During AEP you counsel Mr. and Mrs. Brown face to face in your office for 1 hour 30 minutes about their Medicare options. Their zip code is 12180. Mr. Brown is 67 years old and Mrs. Brown is 66 years old. You educate them on the differences between a Medicare Advantage plan and a Medigap/Supplemental Plan. You screen them for MSP and LIS eligibility. You also screen them for EPIC. You’ve determined that they are eligible for EPIC but they are over income for MSP and/or LIS. You explain how EPIC benefits will work with Medicare Part D. They’ve decided to both enroll in a MA-PD plan and you assist in enrolling them online and completing an EPIC application. You provide them a copy of the confirmation and tell them to call you with any questions.

14. If you need assistance Contact: Helen Fang Helen.fang@aging.ny.gov 518-473-3002 or Brenda LaMere Brenda.LaMere@aging.ny.gov 518-474-6085