The Riverside Press-Enterprise
SENIORS HELPING SENIORS: HICAP’S FREE COUNSELING SERVICE DEMYSTIFIES MEDICARE
When Dean Roche took over his father’s finances, a social worker suggested he go to a HICAP (Health Insurance Counseling & Advocacy Program) workshop to learn about Medicare and the benefits available to older adults. Although he had worked in human resources for many years and understood the nuances of health insurance, he knew nothing about Medicare or which program would best suit his father’s needs.
He made an appointment with a counselor, which turned out to be a great decision.
“We came in anxious and uncertain, and we left confident and informed. After that appointment, Medicare made sense to me,” says Roche, who went on to volunteer with the HICAP program for 11 years and is now a HICAP training and volunteer specialist with the Council on Aging’s Inland Empire office.
“I just love this work. It’s the best group I’ve ever worked with,” says Roche.
HICAP is free, confidential, oneon-one counseling offered through the nonprofit Council on Aging Southern California. The statewide program helps seniors — and their advocates — understand Medicare benefits, their health care options and their rights.
HICAP’S registered staff and volunteer counselors are trained to counsel, advocate for and educate seniors who are eligible, soon to be eligible, or already enrolled in Medicare. In addition to explaining Medicare benefits and plan options, counselors can assist with cost-saving options, billing and claims, Medicare fraud abuse, payment problems or Medicare appeals.
Because the program is free and unbiased, counselors don’t endorse any of the plans, Roche emphasizes. They are solely there to educate the client and help them find a plan that best fits their lifestyle. After assessing the client’s medical needs, income
level and current insurance plans, a HICAP counselor will look up their current doctors and the plans they accept, do a point-by-point comparison, show the client which plans are the most cost-effective and walk them through the application process.
Roche notes that the majority of counselors are seniors themselves. “What makes a difference is the counselor has been through this already and can empathize with what you’re going through,” he explains. “You won’t find that in many places.”
HICAP counselors come from all walks of life, Roche says. No formal training in Medicare is required, he adds — just an interest and a willingness to help.
Roche says the program is actively seeking volunteers. “We like the fact that our services are provided by volunteers, which adds to our credibility and our connection with the clients.
We also like the fact that these are people in the community who know the doctors and the regional medical centers.”
Volunteers receive a state-mandated 28 hours of structured training and must complete a 15-hour internship. Once they meet those requirements, volunteers can work as little or as much as they like, doing what they like, whether it’s answering phones, counseling clients, working at events or giving presentations.
Most of his long-term volunteers have stayed because they find the work rewarding, Roche says. “Not only do you feel you’re making a difference, but the people you connect with are so grateful. It’s one of those things that becomes part of you.”
To learn more about Council on Aging’s HICAP program or how to volunteer, call (909) 256-8369 or visit www.coasc.org/hicap.