1. A Partnership between: Disability Policy Consortium Health Care For All

3. What is One Care ?  One Care is a new health care insurance option for some adults with disabilities living in Massachusetts who are eligible to receive both Medicare and MassHealth services.  One Care is designed to improve the quality of health care while better managing overall costs.

4. One Care Coverage  One Care covers all of the services a person gets with Medicare and MassHealth. This includes medical, prescription drug, behavioral health and community support services.

5. One Care Services  Behavioral health  Medical equipment  Care coordination  Peer supports  Community-based  PCA  Dental services  Substance use  Home care  Vision services  Long term supports  Wellness supports  And other services… Provides a range of services, including:

6. One Care Plans Medicare and MassHealth have joined together with three health plans to offer One Care. These plans are:  Commonwealth Care Alliance  Fallon Total Care  Tufts Network Health

8. For more information on One Care go to: http://www.mass.gov/eohhs/consumer/ insurance/one-care/

9. Ensuring One Care Works for You!

10. What is an Ombudsman?  The One Care Ombudsman (OCO) helps individuals, including their significant others and representatives, to address concerns or conflicts that may interfere with their enrollment in One Care or their access to One Care health benefits and services.  OCO services are free.

11. Independent Agent The One Care Ombudsman office is an independent program that is not connected to any health insurance company or plan.

12. Help Find Solutions The OCO works with MassHealth and each of the three One Care plans to help resolve concerns to ensure that persons with disabilities can receive their benefits and exercise their rights in One Care.

13. The OCO helps people get answers to their questions about One Care - from the enrollment process to specific benefits and rights. Provide Information

14. Make Referrals The OCO can refer individuals to information, problem resolution resources, including formal grievance and appeal processes and legal services.

15. Investigate OCO staff dig a little deeper to understand the problem and find potential solutions.

16. The OCO helps individuals find and consider options for resolving problems. Discuss Options

17. Mediate The OCO can bring together people who want to discuss potential solutions.

18. The grievance/appeal process While the OCO cannot represent individuals in grievance or appeal proceedings, our staff can help individuals find representation and understand what to expect during the process.

19. Identify System-Wide Issues The OCO identifies and tracks concerns and problems. We discuss big picture issues with MassHealth and One Care plans in order to improve existing services.

20. Listen OCO staff listen in order to understand an issue from all sides.

21. Maintain Confidentiality The OCO will not reveal personal information without the individual’s permission unless there is a serious and imminent threat to health and safety of the individual or others.

22. Remain Neutral OCO staff will not judge or decide who is right or wrong.

23. The OCO must maintain a neutral and independent role.  We do not serve in any other role that would compromise our neutrality.  We do not participate in formal investigations.  We do not play any role in a formal issue resolution process, such as the One Care grievance or appeal processes.  We do not make binding decisions or mandate policies.

24. Who operates the OCO program?. The One Care Ombudsman is an independent program operated in partnership by 2 disability and health care advocacy organizations:  The Disability Policy Consortium  Health Care For All

27. OCO Staff  Director - Ombudsman  Deputy Director - Ombudsman  HCFA Ombudsman  Central / Western Ombudsman  Spanish Bilingual Ombudsman  Part-time Support Staff  Administrative Assistant

28. OCO Locations  OCO - Malden, MA 11 Dartmouth, Ste. 301 Malden, MA 02148 Walk-in hours: Wed 1-4 | Thurs 9-12 | Fri 1-4 And by appointment  OCO - Worcester, MA 484 Main St., Ste. 600 Worcester, MA 01608 Walk-in hours: Mon 1-4 | Tues 9-1 | Wed 1-4 And by appointment

29. OCO Contact Information Offices: Malden & Worcester, MA Phone: 1.855.781.9898 – toll free Dial 711 – MassRelay 1.617.307.7775 – Malden 1.617.328.3214 – Worcester Website: onecareombuds.org Email: help@onecareombuds.org

30. Accessibility  OCO offices are wheelchair accessible  Please call 1.855.781.9898 or MassRelay – dial 711 (Deaf and hard of hearing) to:  Arrange interpreter services in your preferred language and for the Deaf  Request OCO informational materials in Spanish, Braille, large print or electronically (PDF or Word document)