Kansas recruiting volunteers

Volunteers are urgently needed to help Kansans with disabilities, seniors and low-income families in Kansas City, Johnson County and Wichita. The KanCare Ombudsman office is taking applications for adults willing to spend at least three hours a week to answer Kansans’ questions about Medicaid and help with appeals and complaints.

“We’re looking for problem-solvers with compassion, good communication and interpersonal skills and a willingness to help others,” says Lisa Churchill.

She’s the volunteer coordinator for the Topeka-based KanCare Ombudsman office, which works with members and health care providers to help Kansans enroll in KanCare, answer questions about the program and assist with appeals and grievances. KanCare has one ombudsman – Kerrie Bacon. She communicates with KanCare members by phone and email from her office in Topeka.

KanCare is the state’s privatized managed-care Medicaid program, which currently serves about 400,000 Kansans with disabilities, elderly Kansans and low-income families. Medicaid is the national health insurance for qualifying low-income and disabled Americans through a state-federal partnership.

In June 2015, KanCare announced an ombudsman volunteer program in Wichita, Johnson County and Kansas City. The first site, hosted by Wichita State University Center for Community Support and Research opened in November 2015; the second, hosted by Catholic Charities, opened in Olathe in June. There’s a total of 10 active volunteers at present, Churchill said. Plans are to open the Kansas City volunteer site in downtown KCK in November.

“We’re focused on volunteer recruitment for that office,” Churchill said. “Ideally, we’d like to have 20 (total) volunteers per office for two volunteers per each three-hour shift.”

Kansans and KanCare members are able to meet with ombudsman volunteers in person by appointment as well as by phone, mail and email. The volunteer sites are open weekdays 10 a.m. to 4 p.m.

“Medicaid is huge, and volunteers aren’t expected to know everything about it, but they will know where to look for answers, help problem-solve and connect KanCare members with the right person or entity so they don’t get the runaround,” Churchill said.

KanCare Ombudsman volunteers undergo 30 hours of initial training over five days, continuing education through weekly conference calls and ongoing online training. They will also work with Churchill, Bacon and Percy Turner, KanCare Ombudsman volunteer project assistant coordinator, who will provide guidance as needed.

“Volunteers don’t have to have a computer at home for the online training,” Churchill said. “They can do it on the office computer.”

After the first formal training, volunteers will receive two to three days of on-the-job supervision from Churchill. They can request additional “mentoring,” she said.

KanCare Ombudsman volunteers must be 18 years old and pass a criminal background check. Once their application is received and reviewed, there’s an interview with KanCare Ombudsman staff. A training session for new KCK office volunteers will be scheduled as soon at least two volunteers have signed up and qualified.

Adults who reside anywhere in the two-state metropolitan area are welcome to apply. They must be able to listen patiently; figure out what the caller’s issue is; interact in a “caring, timely and respectful manner;” and provide callers with correct information or connect them to whatever entity that can best provide them with the appropriate information or assistance.

“Being bilingual is also a huge plus,” Churchill said.

Volunteers are asked to serve a minimum of one three-hour shift per week.

“We want to be able to provide good customer service,” Churchill said.

Interested area adults can apply online at http://www.kancare.ks.gov/ombudsman_volunteer.htm or call

1-855-643-8180.

The new KanCare Ombudsman volunteer office in KCK will serve all Wyandotte County. A grand opening is planned once the office is open and volunteers are recruited and trained. The event will be publicized in newsletters and newspapers and on local radio and television.