Solving Problems through Personal Touch and a High-Tech Solution
MSAA Helpline Consultant Richard Palacio presents Resource Detective Gatekeeper Cheryl Tennet Koren with a Certificate of Appreciation, thanking her for the volunteer service she provided to set up MSAA's Resource Database.
MSAA's Resource Database
Launched in early 2005, the MSAA Resource Database is a continuously growing computerized listing of national, state, and county programs and agencies that can connect our clients to the services they need. Currently, the Database contains thousands of listings which are divided into 45 different categories. These categories include prescription assistance, physician referral, assistive technology, home care, transportation services, vehicle accommodations, adaptive clothing, and many more.
To follow is just one example of how MSAA's client consultants offer a personal touch by working one-on-one to address each caller's problem directly, and then finding a high-tech solution by consulting MSAA's Resource Database.
The Problem: You're recently diagnosed with MS and discharged from the rehab center. You're given a prescription to begin receiving injections of an FDA-approved MS medication. Without any knowledge of the medication's cost or potential insurance coverage, you take the prescription to your local pharmacy and are shocked once you learn of the monthly, out-of-pocket expense.
The Solution: Understandably upset, you call MSAA's Helpline at (800) 532-7667 and speak to a client consultant. After describing your story and stating that you do have Medicare, the consultant explains that the cost of this medication should be covered by Medicare Part D. While on the phone, the consultant researches the State Health Insurance Program (SHIP), finds your state listing, and provides you with the phone number to call. Within minutes, your fears have dissipated, your outlook is much more positive, and you're armed with the information you need to get the prescribed medication without the cost.
This is just one, real-life example of the many challenges that MSAA's client services department has successfully researched and solved with the help of our newly formed computerized Resource Database.
The referral often provides the name of a program or agency, its phone number and website, a brief description of the services, and in some cases, a contact person. Prior to data entry, each potential resource is thoroughly screened and verified for accuracy as well as content - to be sure it reflects our client's needs. Additional quality-control measures are in place for routine updates and the deletion of cancelled programs. To learn more, please call MSAA at (800) 532-7667 and ask to speak to a client consultant.
Volunteers Needed
In addition to serving as a wealth of referrals and information, the Resource Database distinguishes itself as a top volunteer program initiated by MSAA. Known as "Resource Detectives," these computer savvy volunteers apply their sleuthing skills to uncover and report on local support programs and services within their county.
The information is entered into an Excel workbook and emailed back to MSAA for review and placement into the Database. With more than 3,200 counties in the United States, additional volunteer detectives are needed to canvas the nation and shine the light on many vital programs and services that can make a world of difference to the MS community. If you are interested in becoming a Resource Detective or other volunteer, please contact Malcolm Friend, director of national volunteer services, at (800) 532-7667, ext. 8 or visit www.msaa.com/volunteer.html.
— Peter Damiri
