Slide 1: Annual One Care Implementation Council (IC)
Town Hall Meeting
June 11, 2024
Slide 2: Your Role as Participants
Raise Hand
Use the “raise hand” feature to hold your place “in line” to speak when there is a lot of discussion
Mute
Use the “mute” feature to avoid echoes and background noise when you are not speaking
Chat
Use the “chat” feature to send messages to the group for all to see

Everyone will have about two minutes to share.
Slide 3: Welcome to the Town Hall!
Dennis Heaphy, IC Chair
•	Participate in today’s discussion by:
o	Answering our Polling Questions
o	Commenting in the Chat box
o	Raising your hand and sharing your story. Everyone will have about 2 minutes to share.
o	Sending comments and stories to IC_OneCare@umassmed.edu
Facilitator Leslie Diaz
Leslie Diaz (she/her/ella) is the Director of HCFA’s Helpline and Public Programs. She works together with the Senior Director to support the HelpLine team as they provide people across Massachusetts with health care coverage assistance. 

Prior to this role, Leslie spent over five years at My Ombudsman, a program operated by the Disability Policy Consortium and funded by MassHealth. 

Note: this slide contains a headshot photo of Leslie Diaz. She has long brown hair and is smiling in the picture.
Slide 4: Polling Question 1 (Everyone)
•	Why did you join the One Care Town Hall today?
(Select all that apply)
o	To learn more about One Care
o	To share my experiences with One Care
o	To decide if I want to join One Care
o	To listen / hear from One Care Members 
Slide 5: What is One Care? (1 of 2)
Crystal Evans, IC Vice-Chair

•	One Care: MassHealth + Medicare. One Care is a way to get your MassHealth and Medicare benefits together.
•	With One Care, you have one plan, one card, a care coordinator and a care team that works together on all your care needs.
•	Current One Care plans include: 
Note: images of the logos of Commonwealth Care Alliance (CCA), Tufts Health One Care (THOC) and United Healthcare (UHC) are shown under this bullet.
Slide 6: What is One Care? (2 of 2) 
Crystal Evans, IC Vice-Chair

•	One Care was created to be a better, easier way for you to get the services you need to help you live a healthier life in the community:
•	Medical
•	Long Term Services and Supports (LTSS)
•	Recovery
•	Behavioral Health
•	Other services
Slide 7: Polling Question 2 (One Care Members)
•	If you are a One Care Member, which One Care plan do you belong to?
o	Commonwealth Care Alliance (CCA)
o	Tufts Health One Care (THOC)
o	UnitedHealthcare (UHC)
o	I’m Not Sure
Slide 8: Who is the Implementation Council?
Crystal Evans, IC Vice-Chair

•	The Implementation Council (IC) is a group of MassHealth health care consumers and community-based providers. 
•	The IC works with MassHealth and the One Care Plans to give feedback and share personal experiences about the quality of their health care.
•	The Council:
o	Listens to input from stakeholders 
o	Monitors Americans with Disabilities Act (ADA) compliance
o	Ensures access to care
o	Works with My Ombudsman to identify concerns
o	Educates One Care members about their rights
o	Tracks quality of One Care services 
o	Promotes accountability and transparency
Slide 9: NEW Implementation Council Webpage
Crystal Evans, IC Vice-Chair

For more information about the IC, including the upcoming meetings schedule, please visit the new webpage at:

Implementation Council Webpage

Note: an image of a computer monitor showing the new Mass.gov One Care Implementation Council home page is included on this slide.
Slide 10: Town Hall Impact
Dennis Heaphy, IC Chair

•	Your stories are important and will impact the future of One Care policy. 
•	Topics from past Town Halls have contributed to priorities such as:
o	Council Work Plan Focus Areas including the Care Coordination Role and Communication Access 
o	Simplifying Service Denial Notices
o	Care Model Focus Initiative (CMFI) areas of focus including the creation of the Long Term Supports Coordinator (LTS-C) work group
Slide 11: One Care Member Conversations
Title slide, no content on slide
Slide 12: Share Your Thoughts on One Care
•	What is great about One Care?
•	What parts of One Care are the most important to keep? Why?
•	Is there anything you want to learn more about? 

Note: this slide includes a graphic illustrating the support system that surrounds a One Care member. It shows a circle in the center with “You’ in that circle, surrounded by eight circles connected to each other by an unbroken line from one to the other that creates a ring around “You”. 

The outer circles contain the following supports:
•	Care Coordinator
•	Peer Supports
•	Mental Health Provider
•	Specialty Provider
•	Primary Care Provider
•	Family
•	LTS Coordinator
•	Anyone else you want
Slide 13: You and Your Care Team
Note: this slide contains the One Care member supports graphic as described in Slide 12 above.
Slide 14: Polling Question 3 (One Care Members)
•	Does your care coordinator work with you to:
(Select all that apply)
o	Find providers
o	Address appeals and grievances
o	Get services
o	None of these 
Slide 15: Polling Question 4 (One Care Members)
•	Do you have a trusting relationship with your care coordinator?

o	Yes
o	No
Slide 16: Share Your Thoughts on Care Coordination and Care Planning
•	What does your care coordinator help with?
•	Do you have a Long Term Supports Coordinator (LTS-C)?
•	Did you participate in creating your care plan? 
•	Have you ever received a flexible benefit?

Note: this slide contains the One Care member supports graphic as described in Slide 12 above.
Slide 17: Polling Question 5 (One Care Members)
•	Does your One Care plan help you access community resources and events? 

Examples: job training, social activities, neighborhood events, sporting events

o	Yes
o	No
o	I’m not sure
Slide 18: Polling Question 6 (One Care Members)
Right now, are you getting all the Long Term Services and Supports (LTSS) that you need?

Examples: Some examples of LTSS are homemaking services, DME, laundry assistance, food services, transportation, and PCA hours 

•	Yes
•	No 
•	Does not apply
Slide 19: Share your Thoughts on Access to Services
•	Do you have access to all the Long Term Services and Supports (LTSS) that you need? 

Note: A graphic of the One Care logo is included on this slide.
Slide 20: Polling Question 7 (One Care Members)
•	Right now, are you getting all the mental health and substance use disorder (SUD) supports that you need?

Examples: recovery coaches, therapists, support groups and other resources, or your care coordinator works with your DMH coordinator or homeless shelter social worker 

o	Yes
o	No
o	Does not apply
Slide 21: Share your Thoughts on Access to Services
•	Do you have access to all the mental health and substance use disorder (SUD) services and supports you need? 

Note: A graphic of the One Care logo is included on this slide.

Slide 22: Share Your Thoughts on One Care 
•	Do you have access to all the services and supports you need? 
•	What do you wish One Care offered that it does not?
•	Is there anything you want to learn more about? 

Note: this slide contains the One Care member supports graphic as described in Slide 12 above. A graphic of the One Care logo is also included on this slide.
Slide 23: Polling Question 8 (One Care Members)
Would you recommend One Care to a friend or family member?

•	Yes
•	No
Slide 24: Resources
Title slide, no content on slide
Slide 25: My Ombudsman MassHealth Health Plans
Note: this title is a graphic on this slide.

•	My Ombudsman works with you, your healthcare providers, and your MassHealth health plan, including One Care, to help you access the benefits and services covered by your plan. 
o	We answer questions about MassHealth health plan covered benefits, services, and member rights
o	If you need help with a specific issue, we help you figure out your choices and next steps
CONTACT US
•	Phone: 855-781-9898
•	Videophone: 339-224-6831 (for Deaf and Hard of Hearing)	
•	Email: info@myombudsman.org
•	Web: www.myombudsman.org
•	Hablamos Español - Nou pale Kreyol – and we use an interpreter phone service for many other languages as needed including ASL
Slide 26: Commonwealth Care Alliance
•	CCA Website:
o	Commonwealth Alliance 
•	For Members: Commonwealth Alliance - Members 

•	Appeals & Grievances:
o	Commonwealth Alliance - Appeals and grievances
o	Email: Agdepartment@commonwealthcare.org 

•	ADA Coordinator:
o	Mark Dwinnells, Medicaid Compliance Officer, ADA Compliance Officer
•	Email: MDwinnells@commonwealthcare.org
•	Phone: 617-571-3282

•	2024 Implementation Council Town Hall Questions: 
o	Heather Friedmann, CCA One Care Contract Director
•	Email: hfriedmann@commonwealthcare.org 
Slide 27: Tufts Health One Care
•	Contact follow-up person for questions or concerns specific to the June 11 IC Annual Town Hall
o	Please reach out to your care manager directly with any questions or concerns
o	For broader Tufts Health One Care questions, reach out to Tali Goldstein to be connected with the right individual to assist you (email: tali.goldstein@point32health.org)

•	Tufts Health One Care website
o	TuftsHealthOneCare.org 

•	Tufts Health One Care member portal
o	MyTuftsHealthPlan.com

•	Tufts Health One Care complaints and appeals
o	Member services – phone: (855) 393-3154 (TTY: 711)
o	Member Services Contact Form

•	Tufts Health One Care ADA coordinator
o	ADA coordinator – email: ADACompliance@point32health.org 
Slide 28: UnitedHealthcare Connected® for One Care (Medicare-Medicaid Plan)
•	Follow-Up Questions Contact: Michelle Goan, Health Services Director michelle_goan@uhc.com

•	Plan Website: UnitedHealthcare Connected® for One Care (Medicare-Medicaid Plan)

•	Member Portal 

•	Redeterminations:  uhcma_eligibility_retention@uhc.com
o	Team consists of 5 Eligibility & Retention Specialists and 1 Supervisor
o	We speak 7 languages
o	Conduct in person, virtual, and telephonic appointments

•	Appeals and Complaints: An appeal may be filed by calling the Member Engagement Center at 1-866-633-4454, TTY 711, 8 am – 8 pm local time, 7 days a week, writing directly to us, calling us or submitting a form electronically.

•	Accessibility and Accommodations Compliance Officer: Kyle Dobbins kyle.dobbins@uhc.com 
Slide 29: SHINE Program
Serving the Health Insurance Needs of Everyone

•	SHINE provides FREE unbiased health insurance counseling information and assistance to:
o	Massachusetts residents with Medicare
o	their caregivers and 
o	those approaching Medicare eligibility

•	To Find a SHINE Counselor call MassOptions at 
1-800-243-4636 or TTY/ASCII 800-439-2370 or email SHINE@state.ma.us
Slide 30: Disability Advocates Advancing our Healthcare Rights (DAAHR)
•	DAAHR is a coalition of over 30 disability, elder, and health care organizations, with the Boston Center for Independent Living (BCIL) and Disability Policy Consortium (DPC) serving as co-chairs. 

•	DAAHR was formed in 2012, and much of the coalition’s work has focused on shaping One Care.

•	DAAHR strengthens the consumer voice, ensuring that people with disabilities have a primary role in decisions about the healthcare systems that impact their lives.
o	Contact Colin Killick ckillick@dpcma.org or Bill Henning bhenning@bostoncil.org for information about any future Disability Advocates Advance Healthcare Rights (DAAHR) forums
Slide 31: Flyer

Note: the following information is shown as a picture on this slide.

Attention MassHealth Members

If you have MassHealth, you need to take steps now to keep your heath coverage this year. MassHealth wants to help you and your family stay covered.

You need to renew your coverage this year.

Take three steps to renew your coverage:
1.	Call to update your contact info
2.	Check your mail
3.	Respond to MassHealth

To get help, call 800-841-2900, 
visit www.masshealthrenew.org 
or scan the code. (A picture of a QR code is included.)
Slide 32: Thank you for joining the IC's Town Hall!
Dennis Heaphy, IC Chair

•	If you did not get to share your story today and you want to please email IC_OneCare@umassmed.edu 

•	If you have questions about your health plan, email OneCare@mass.gov

•	If you have an outstanding issue that you need help resolving contact My Ombudsman at 855-781-9898, info@myombudsman.org

•	All other questions or comments can be sent to IC Chair Dennis Heaphy dheaphy@dpcma.org 
Slide 33: CMS Star Ratings Conversation
11:30 - 12:00