SHINE is a health benefits counseling program sponsored by the Massachusetts Executive Office of Elder Affairs, in partnership with elder network agencies across the Commonwealth of Massachusetts. Health insurance information, counseling and assistance services are provided by volunteer SHINE counselors, trained and certified by the Executive Office of Elder Affairs.

The purpose of the SHINE program is to ensure that elders have access to accurate, unbiased information regarding health insurance and health care options. At the local level, Gail Noe, Regional Director manages The SHINE program. The SHINE lead agency for Hampden County is the Springfield Department of Elder Affairs. The initial certification training gives SHINE Counselors a solid foundation in health insurance options for seniors and Medicare beneficiaries, including:

• Medicare supplements
• HMO's
• MassHealth (Medicaid)
• Public benefits
• Other health insurances
• SSI
• Claims processing and appeals
• Counseling skills

The training process is ongoing. In Hampden County, there are 21 trained and certified counselors who provide assistance at 22 locations. SHINE counselors assist elders with a wide range of health insurance issues, including but not limited to helping Medicare beneficiaries understand:

• What Medicare covers
• How retiree plans and Medigap or Medicare HMO plans work with the Medicare and the Senior Pharmacy Program
• How to decide which Medigap or Medicare HMO policy to buy
• Eligibility and application process for public benefits
• Inform elders of their rights to appeal decisions under Medicare, managed care or fee-for-service systems
• Conduct personal and private one-on-one counseling
• Conduct presentations to community groups
• Provide claims advocacy and make referrals to appropriate agencies

All services are FREE of charge. SHINE counselors are available at most Councils on Aging, Senior Centers, and home care agencies. Currently, there are about 450 certified counselors in Massachusetts. In 1999, the SHINE program provided services to 66,123 individuals.

In Hampden County call 413-827-7649 or 1-800-307-4463. In Hampshire/Franklin Counties call 1-800-498-4232 and in Berkshire County call 1-800-957-3557.

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