Overview
Since April 2023, MassHealth has worked closely with a group of older adult advocates to improve the member and applicant experience for older adults.
Several best practices have come out of this collaboration, including:
- Adopted age-friendly and accessible communication practices, such as offering notices in large print and braille, for MassHealth publications; and
- Simplified MassHealth renewal and eligibility forms, as well as instituting additional ways to communicate with MassHealth (e.g., via phone) about applications and renewals.
Objective
MassHealth’s objective in working with this group of advocates has been to identify solutions to address pain points that older adults may face when engaging with MassHealth. Through ongoing collaboration with advocates, MassHealth seeks to provide clearer information regarding benefits and eligibility, particularly for members turning 65. This collaboration also provides advocates with an ongoing forum to raise questions, share feedback, and communicate challenges, while receiving clearer, more consistent information to help them effectively support older adults navigating MassHealth.
Accomplishments
Since April 2023, MassHealth has held regular meetings with older adult advocates focused on improving member and applicant experiences.
Certain older adult members began receiving a shortened MassHealth renewal form. In Summer 2025, this effort was expanded to a broader older adult population, including members receiving home-and community-based services (HCBS).
MassHealth adopted age-friendly communication guidance, including replacing the terms “senior” and “elder” with “older adult” in many materials and webpages.
Reflection
What worked well?
The Older Adult Advocate Workgroup has been an incredibly valuable forum for engagement and collaboration. While there is some overlap with other MassHealth advocate groups, it includes some advocates who are only represented in the Older Adult Advocate Workgroup. The workgroup has helped identify needs and barriers related to older adults' access to MassHealth, Medicare, the Senior Care Options (SCO) program, and community-based resources. It has also provided an important venue for gathering stakeholder feedback in a number of areas including; helping to improve member experience, informing policy direction, and better addressing the needs of older adults across the Commonwealth.
What lessons were learned or barriers overcome?
The Older Adult Advocate Workgroup played an important role in informing the operational processes associated with the disenrollment of non-dually eligible members from the Senior Care Options (SCO) program to comply with statutory changes effective January 1, 2026. Through this forum, stakeholders provided valuable feedback and identified process improvements. Workgroup members collaborated constructively to help develop processes that would minimize disruption and make the transition as seamless as possible for affected members.
ReiMAgine Aging 2030 Goal Alignment
- Goal 6: Information, Communication & Framing