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Volume 6, Issue 2 Winter 2012/2013


Keeping you at the forefront of service coordination

Service coordinators converge on the Capitol

More than 1,100 attended the premier service coordinator training event of the year!

Also inside: what do dual eligibles mean to you?


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AASC Board of Directors Ron Budynas (Chair) Director of Housing Wesley Housing Corporation Memphis, TN

John Diehl (Vice Chair) Director of Housing Christian Life Retirement Centers Rockford, IL

Linda Couch (Secretary) Vice President for Policy National Low Income Housing Coalition Washington, DC

Donna Thurmond (Treasurer) Director of Support Services Volunteers of America Alexandria, VA

Tonya Balducci, LBSW Quality Assurance Director SPM Inc. Birmingham, AL

Sandra Edmonds-Crewe, MSW, Ph.D. Associate Dean Howard University School of Social Work Washington, DC

Donna Dixon Director of Senior Supportive Services Chicago Housing Authority Chicago, IL

William Massey Chief Executive Officer Peninsula Agency on Aging, Inc. Newport News, VA

Anna Maria Maldonado Director of Sales and Marketing Care1st Health Plan of AZ Phoenix, AZ

Janice Monks President & CEO American Association of Service Coordinators Powell, OH

Joseph McGreal, Ph.D., ACSW Past Chair, Retired Richmond, VA

AASC Year in Review and a Look Forward to 2013 By Janice C. Monks, President and CEO, AASC What a busy year it’s been for AASC! 2012 brought a lot of excitement, including the National Service Coordinator Conference in Washington, D.C. during the presidential election. The organization celebrated its 13th anniversary advocating for service coordinators, and this year alone we’ve advised, influenced and provided feedback to HUD regarding the Semi-Annual Performance Report and the new HUD Audit Form. We also hired three new staff members. We made several changes online! Our web site got a facelift and new features, like our page dedicated to resources and research, and we’re more active than ever on Facebook and LinkedIn. We’ve made one of our most important resources, the service coordinator program manual, available to everyone looking for information or guidance about this valuable program. Something else you might have noticed as a valued member of AASC is that our service coordinator forms pack is now a member benefit. As part of your membership, all members are entitled to download a digital set of more than 30 forms. We’ll be rolling out periodic updates to this resource - in fact, a new version with several additional forms will be released in Jan., 2013. As you know, AASC is passionate about education. We’ve got some exciting changes and upgrades coming to our education program in 2013. This includes a full schedule of online training covering a variety of topics; I call this “webinars on steroids” as the schedule is so robust. I’m confident that you will find several sessions that both interest and challenge you - for more information, you can look at our first quarter schedule on page 10. One of our biggest educational projects in 2013 is the development of an all-inclusive learning center. We’re working on moving several of our educational opportunities into one user-friendly and cutting-edge interface. This learning center will streamline our educational products and make it easier for you manage your professional development. Be on the look out for more information in the summer of 2013. In reflection, 2012 was a great year for AASC and 2013 looks even brighter! I hope to see you at one of our onsite training events this year. It’s never to early to plan to attend the 2013 National Service Coordinator Conference in Indianapolis!

Two New Members to Join AASC Board In Jan., 2013, the AASC Board of Directors will welcome two new members. Paul Spencer, President and CEO of KMG Prestige, and Isabel Toth, President of Community Properties of Ohio, will join the board for a term running through 2015. Paul joined Keystone Management Group as Vice President of Operations in Jan., 2005 and was promoted to President in Oct., 2006. Paul has assembled a team of industry professionals that are committed to fulfilling the company mission of becoming the best, most respected property management company in the industry. Isabel Toth joined Ohio Capital Corporation for Housing (OCCH) in 2000 as Chief of Asset Management and was promoted to Chief of Staff in 2004. She is the president of Community Properties of Ohio Management Services, an affiliate of OCCH. Please join us in welcoming Paul and Isabel to AASC!

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Board Chair Receives SAHMA Leadership Award Ron Budynas, Chair of the AASC Board of Directors, was honored earlier this year by the Southeastern Affordable Housing Management Association (SAHMA) with the Ed Sission Leadership Award. A great honor, this award is bestowed annually in memory of one of SAHMA’s founding members, Ed Sisson. According to SAHMA, the award honors an individual who is not only an excellent management professional but a leader in the affordable housing industry. The recipient exhibits professionalism, leadership and the commitment to SAHMA’s mission. This award, was presented in August at the SAHMA regional conference. Ron is the Director of Housing for Wesley Housing Corporation. Wesley has 21 elderly housing facilities housing over 1400 elderly families in conventional, HUD and housing authority units in Tennessee, Kentucky, and Arkansas. Twenty of these facilities have service coordinators. In addition to oversight, marketing and compliance responsibilities for these facilities, he develops and administers

all smiles:

Ron Budynas receives the Ed Sission Leadership Award at the regional SAHMA meeting in August. Ron is the current Chair of the AASC Board of Directors. Congratulations, Ron!

grants from various federal and local organizations. He graduated from the University of Memphis with a B.S. in education. After building airports for 20 years in the United States Marine Corps, he has generated more than15 years of real estate management experience.

Organization to Hold Two Regional Symposia The American Association of Service Coordinators is pleased to announce that two regional symposia have been added to the 2013 calendar of events.

This online program of higher learning from AASC and The Ohio State University Office of Geriatrics & Gerontology offers many benefits over traditional learning. The Professional Service Coordinator (PSC) certificate program is 100% web-based, making it cost effective and flexible. No travel is involved for training. This program was designed specifically for service coordinators with options that allow you to select module topics that are immediately applicable to your work. Interested in finding out more? Visit today!

(614) 293-4815

Our regional symposia are wmaller, more intimate gatherings held around the country. These events offer two days of educational workshops, keynote speakers and networking opportunities. Attendance is typically around 100 and there are plenty of opportunities to meet new colleagues who can become a part of your professional network of support. The 2013 regional symposa: •

Southeastern Regional Service Coordinator Symposium April 25-26 Charleston, S.C.

Southwestern Regional Service Coordinator Symposium May 23-24 Las Vegas, Nev.

Registration for the regional symposia will open by Feb., 2013. For more information regarding event hotels, training schedules and presenter information, please check for news and updates as they become available. We look forward to seeing you in Charleston or Las Vegas!


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AASC Official State Chapters

Chapter News and Updates


By Christine Schnitzer, Senior Director, AASC

Darlene Touart, President

Did you know that AASC has established chapters in 18 states since 2007? Have you attended a chapter meeting lately? If not, you are missing out on a great opportunity to meet with other service coordinators, learn and earn training credits and be involved on making your association stronger.


Chapter offiicers to be elected soon.

Colorado Bonnie Good, President

Connecticut Victor Rubell, President

Florida Barbara Spellman, President


Chapter offiicers to be elected soon.

Maryland/DC/Virginia Sharon Vazego-Johnson, President

Michigan Rosie Alexander, President

North Dakota Carrie Welnel, President


AASC chapters meet at least quarterly. Most chapters hold meetings at locations around each state to make it convenient for local members to attend at least once each year without too much travel. Sometimes the meetings are held at a member’s property. Sometimes the chapter might partner with the local area agency on aging, housing authority or university to host a meeting. A typical chapter meeting includes time for networking with your peers, an educational speaker, a sponsored lunch and a chapter business meeting. Educational topics that have been covered at chapter meetings in the last year include Medicare updates, hoarding (by a well-known TV personality), Medicare fraud and identity theft, adult protective services, ethics, diversity, end of life care, mental health, food stamp programs, spirituality and aging, vocational rehabilitation for older adults, fair housing, crime victim compensation, veterans benefits, service coordinator/manager relationships. Always, the educational training is appropriate for a training hour credit and a certificate of attendance is provided. You can learn about upcoming chapter meetings and find contact information on the AASC website. Click on the Membership tab, then Chapters. Each AASC chapter has its own webpage. And watch for emails that announce the chapter meetings. On the side bar to the left, we have listed all currently active AASC chapters as well as the name and email address of the current chapter President. We hope you will attend an AASC chapter meeting soon.


No chapter in your state? Contact me at to learn the process. You can also download the AASC Chapter Development Policies and Procedures from the Chapter page on the website—

Kristen Dent, President

It only takes ten committed members in your state to sign a petition and get started.

Monique Graham-Lewis, President

Tennessee Carol Samuels, President

Southern California Becky Ruvoletto, President

South Carolina Maria Del Valle, President

Wisconsin Holly Rogers, President

listen and learn:

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More than 30 members attended the first in-state chapter meeting in Georgia on Oct. 9.

Pendants Prolong Your Residents’ Independence By Hayley Steinkopf, Sales and Marketing Associate, CST As the days get shorter, and the nights longer and colder, it makes you think about winter weather, ice, snow and falling. Many residents will fall behind their closed door while they’re alone without the ability to get to a pull-cord to summon for help. The Centers for Disease Control and Prevention has reported that “falls are the second-leading cause of unintentional injury and death in the United States and are the leading cause of injuries.”

We even get presses on Christmas day from people who just want to talk. “Greta presses her button every month, especially on Christmas; she just needs someone to talk to.” And just a friendly reminder, no one falls next to a pull cord. Critical Signal Technologies your Link to Life brings advanced and innovative technology into the home, allowing you to enjoy the freedom of independent living with the peace of mind that help is instantly available. For more information regarding Critical Signal Technologies and their personal emergency and medical response systems, please visit

Companies like CST have your residents covered! A Personal Emergency Response System (PERS) pendant works everywhere in the building and typically 50-200 feet around the perimeter. We have had instances where someone has fallen between two cars close to their building and no one could see or hear them, but because they could press their pendant help was summoned. Did you know … if a senior in need receives help in the first hour, also known as “the golden hour” there is a 90 percent chance that they will return home. If a senior in need does not receive help within six hours, there is a 90 percent chance they will require a nursing home.

AstraZeneca is proud to support the American Association of Service Coordinators

Supporting service coordinators through innovative costeffective products and services with our Multi-Tenant Solution that we monitor is important to CST. This enables us to respond to the individual needs of our customers. With just a press of a button, our 24-hour care center is there to help. A typical day at CST consists of: •

answering 2,700 calls each business day

handling 2,200 signals each day

making 2,100 telephone calls each day

handling 345 service tickets each day

shipping 140 new devices out each day

handling 200 actual emergencies each day

reducing hospital re-admissions by 30 to 40 percent and helping save 150 lives each day!

What do those numbers mean? Simply put, PERS pendants are there when seconds count and provide an effective tool in prolonging independence. While people press their button for emergencies, we also encourage people to test their pendant once a month to ensure it is working properly. As well as maintenance, this strengthens our relationships with our subscribers as many of them like to let us know how they are doing.


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For more information, call 1-800-AZandMe or visit ©2012 AstraZeneca Pharmaceuticals LP.All rights reserved.


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2012 National Service Coordinator Conference, Washington, D.C.

Many members volunteered as moderators and kept sessions running smoothly. Members from KMG Prestige in Michigan were all smiles at conference.

Keynote speaker Donna Brazile poses with AASC President and CEO Janice Monks.

Ruben Rivera-Jackman led several informative sessions, including one on mental health.

Senator Herb Kohl and Congresswoman Judy Biggert were honored by AASC members for their work on behalf of families and the elderly during the ‘Caucus on the Hill.’ Page 6

2012 Award Winners

Joshua Locke with Katie Barbier.

AASC Awards of Excellence President’s Award

Daniel Lin Service Coordinator Parkway Meadows/KMG Prestige Ann Arbor, Mich.

Service Coordinator of the Year Elderly/Disabled

Terri Hines and her husband.

Dorris Windham Service Coordinator Towers of Jacksonville Jacksonville, Fla.

Service Coordinator of the Year Family Terri Hines FSS Coordinator Housing Authority of Shreveport Shreveport, La.

Innovation in Service Coordination Awards

Janice Monks with Daniel Lin and his family.

Sponsored by Critical Signal Technologies

First Place Climbing the Heights Francis Heights, Inc. Denver, Colo. $2,500

Second Place Mobility and Balance Awareness Program Covenant Manor Glendale, Calif. $1,500

Tonya Balducci and Dorris Windham.

Third Place Food Pantry: Expansion and Evolution Marian Park Wheaton, Ill. $1,000 For more information on previous AASC Awards of Excellence winners, please visit

Conference in the Capitol


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The Affordable Care Act, “Dual Eligibles” and the Role of Service Coordinators By Judith Chavis, Executive Vice President, Public Policy and Special Projects, AASC The Affordable Care Act (ACA), the health reform law enacted in March 2010, offers new opportunities for states and the federal government to combine Medicare and Medicaid to establish more efficient, better coordinated care for people enrolled in both Medicare and Medicaid (“dual eligibles.”) Generally speaking, the new law seeks to improve the quality and efficiency of care by changing health care payment arrangements for individual health care providers, institutions, and state governments, particularly by enabling greater experimentation with Medicare and Medicaid payment systems. In particular, the law establishes a new office charged specifically with the goal of improving the delivery of care for dual eligibles. The Federal Coordinated Health Care Office at the U. S. Department of Health and Human Services’ Centers for Medicare & Medicaid Services (CMS) is charged with improving the integration of dual eligibles’ access to Medicare and Medicaid benefits, eliminating cost-shifting between the two programs, and improving the quality of health and long-term care services. The new Center for Medicare and Medicaid Innovation at CMS is broadly responsible for testing payment and service delivery models likely to reduce spending while improving quality of care. Today, more than 9 million Americans are enrolled in both the Medicare and Medicaid programs; two-thirds of this population are low-income elderly and one-third are people Page 8

who are under 65 and are disabled. Dual eligibles tend to have the most complex, chronic illnesses, and therefore they are some of the highest cost individuals within the Medicare and Medicaid programs. Total annual spending for their care is estimated at $300 billion across both programs. In the Medicaid program, these people represent 15 percent of enrollees but 39 percent of all Medicaid expenditures. In Medicare, they represent 16 percent of enrollees and 27 percent of program expenditures. Too often, the care delivered to dual eligibles is fragmented and uncoordinated which can result in poor health outcomes. Better alignment of the administrative, regulatory, statutory, and financing aspects of these two programs promises to improve the quality and reduce the cost of care for this complex population. Implementation of the ACA offers new opportunities for achieving these goals by experimenting with different approaches. As state budgets are increasingly strained covering the Medicaid costs of dual eligibles, many are proposing to implement managed care options to reduce costs. Some state proposals for managing the care of dual eligibles give beneficiaries a choice of state-approved managed care organizations (MCOs), with others employing a “passive enrollment” process where beneficiaries will be automatically enrolled in a plan. Service coordinators can be a vital source of information to their dually-eligible residents in terms of helping them to evaluate their MCO choices or understand the components of their automatic enrollment into an MCO plan. The state proposals also call for comprehensive assessment processes to evaluate dual eligibles’ needs and create an individualized care plan to address these needs. The individual

beneficiary’s care plan is developed and implemented by the managed care organizations’ (MCO) care coordinators or care plan navigators. These care coordinators are to facilitate connections to community-based supports and services that will help with the person’s non-medical care needs, maintain current health information, and monitor the exchange of data between and among physicians, case managers, and other health professionals. In many of these state models, the care coordination component indicates an understanding of the importance of close collaboration with a number of agencies, such as county social service agencies, public authorities, mental health and substance use service agencies, local Area Agencies on Aging, and other community-based organizations. A number of state plans propose varying levels of contact with beneficiaries, with one state stating that there would be only “minimum…contact requirements for persons residing in community settings.” Service coordinators can be significant partners with the care

coordination staff of the MCOs. Service coordinators that work at properties with dual eligibles are uniquely positioned to provide more frequent monitoring of residents’ health status and can more quickly report changes that would warrant additional services or increased medical interventions. Additionally, MCOs under these state plans will be incentivized for improving health outcomes and reducing preventable emergency room visits and preventable hospital readmissions. Service coordinators can again play an important role in increasing positive health outcomes for their dually-eligible residents through the health and wellness programs they access and coordinate at their properties. Finally, as service coordinators are on-site with established relationships with residents, they can be a primary point of contact in terms of communicating any changing medical, behavioral or supportive services needs of their dually-eligible residents so they continue to live independently in the community.

SC101: Service Coordinator Basics A new training program designed by AASC Are you a new service coordinator, or a manager of a service coordinator program? This training series is for brand new service coordinators who need to understand their position and receive quality training to become proficient in the basics - quickly. Our SC101 series is designed to educate new service coordinators on the fundamentals of their position, as well as offer them the necessary tools to hit the ground running. This unique series is offered both individually and as a six-course package at a discounted price. •

Individual SC101 courses are $49 each for AASC members and $79 each for non-members.

The six-webinar SC101 package is $240 for AASC members and $420 for non-members.

Successfully completing the entire SC101 series will results in the accumulation of nine continuing education credits. This series provides a great start to the training requirements for new HUD service coordinators. Questions? Contact for more information.


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2013 First Quarter Schedule Course 1: Service Coordinator Roles and Responsibilities Tues., Jan. 22 Brenda Tsavatewa, Service Coordinator Manager/Quality Assurance Specialist, N&H Enterprises Course 2: Service Coordinator Relationships – An Integrated Team Approach Tues., Jan. 29 Kelly Daab Green, MA, Service Coordinator Program Director, KMG Prestige Course 3: Service Coordinator Documentation Standards and Best Practices Tues., Feb. 19 Holly Rogers, HUD Service Coordinator Supervisor, Lutheran Social Services of Wisconsin Course 4: Service Coordinator Ethics, Boundaries and Best Practices for Resolution Tues., Feb. 26 Ruben Rivera-Jackman, Professional Service Coordinator, King County Housing Authority Course 5: Measuring Program Outcomes and Success Tues., March 19 Ken Fyfe, MS, Founder and Chief Outcomes Officer, Starfish and Associates Course 6: Resource Network Development Best Practices Tues., March 26 Craig Knudsvig, Retired, Former Deputy Director, Grand Forks Housing Authority

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AASC Upcoming Online Training Webinars

2013 First Quarter Schedule

Join us on Wednesdays at 2 p.m. EDT. Each webinar will be 90 minutes in length; each worth 1.5 training hour credits.

Self Care Strategies to Prevent Compassion Fatigue Wed., Jan. 9 Dr. Elaine Jurkowski, University of Southern Illinois - Carbondale

What are the benefits of AASC webinars?

Aging and Sexuality: Older adults Wed., Jan. 16 Ruben Rivera-Jackman, Professional Service Coordinator, King County Housing Authority

Increased accessibility to training

No travel costs

Instruction by industry experts

Visit to register

Differentiating andAssessing Depression and Grief in Elders Wed., Jan, 23 Dr. Tracy Schroepfer, Associate Professor, University of Wisconsin-Madison

Our members have great things to say about our webinars!

Assessing Functional Communication Skills in Older Adults Wed., Jan. 30 Kathryn Kilpatrick, Geriatric Consultant, Communication Connection

“I found this to be one of the best webinars I have attended. It is very relevant and useful to my daily work. The presenter was very good and I appreciated the supplemental materials that were made available after the presentation.”

Storytelling as a Therapeutic Tool Wed., Feb. 6 Patrick Arbore, Founder and Director, Center for Elderly Suicide and Grief Prevention

- Lisa Fabatz, MSW, Resident Services Coordinator, Renton Housing Authority

Consumer Scams Affecting Medicare Beneficiaries Wed., Feb. 13 Elizabeth Conrad, Project Director, Wisconsin Senior Medicare Patrol

“I feel that the tools I learned during this webinar will allow me to be more efficient in my role as service coordinator. Thank you - great topic and presenter!”

Seniors Helping Seniors Wed., Feb. 20 Lisa Fields, Service Coordinator, Terraces Senior Apartments

- Sheryl Jaramillo, Service Coordinator, Winslow Manor Apartments

“I always enjoy the webinars and the presenters, they are always informative and knowledgeable.” - Gail Wiley, Resident Service Coordinator, Britton Budd Senior Apartments

Webinars are $49 each for AASC members and $79 each for non-members.

Living Alone, Driving and Home Safety Wed., Feb. 27 Cheryl Conley, Program Director, Alzheimer’s Association, Northwest Ohio Chapter Information on the Affordable Care Act Wed., March 6 Janice C. Monks, President and CEO, AASC; and Pamela Mokler, Vice President of Long Term Care, Care1st Health Plan This webinar will be provided free of charge thanks to a sponsorship by Care1st Health Plan. Comfortable, Effective Communication Wed., March 13 Jennifer Tweed, Toastmasters Preparing for a HUD Desk Audit Wed., March 20 Madelyne Pfeiffer, President, MJ Housing and Services Alzheimer’s Overview and Developing Care Teams Wed., March 27 Lynn Ritter, Education Coordinator, Alzheimer’s Association, Northwest Ohio Chapter

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What Grandma Is Really Doing on Her Computer

By April Lundy, Director of Marketing, MyGait Two years ago at Christmas we lost my grandfather. My grandparents were together since their teens; when she met the dashing young trombone player it was love at first sight. Together for 61 years, they raised five children, supported each other and even got to travel a bit before health issues got in the way. With Grandpa gone, we were all very worried about my grandmother and how she would cope with the loss of the love of her life. But, my uncle had a proactive idea - get Grandma a computer! Even though she had never used one or surfed the internet, he thought now was the best time for her to learn! Here we are two years later and we are all completely shocked! Not only is my grandma on her computer daily, she is also an avid Facebook user! One of the things she loves to do is scan old photos to her computer, decorate them with an online application using special effects and then post them on her Facebook page to share. Through her social media interaction she is in constant communication with all of the family, sending us messages and wall posts every day. Grandma has also reconnected with old friends and even found family online that she had not seen in decades.

and showed him how to click on the link, and explained to him that this was a way to share website pages with others. Upon clicking on the link he asked me if I could help him with the site. It was a D-Day memorial website, where members of the military were able to share photos and stories. I showed him how to navigate the site, and he was able to see a picture of his unit landing on the beach that day. Through his computer he was taken back in time, and as he pointed to each face in that picture with his cursor, he told me their names and the memories came pouring forward. It was a perfect example of what a powerful tool the Internet is. The computer is also a great form of entertainment for seniors as well. Online games are highly popular with sites like Pogo and Yahoo offering multiple games to play for free. We have one user who plays dominoes with a lifelong friend that lives halfway across the country. Netflix and Hulu offer online video playback of all your favorite shows and movies - you can catch up on your ‘spaghetti westerns’ just like Don, one of my favorite callers. See, it’s not just my grandma who has found the way into the digital age. Showing a senior how to use a computer is a like showing a child a map of the world… oh the places they’ll go!

The computer has become a lifeline, a new mode of communication that allows one to travel miles in seconds and share thoughts and feelings with those that are important. For those of us that have grown accustomed to this technology, things like instant connection are taken for granted. But to a senior living alone it is a new learning experience and a feeling of connectedness and independence. For the past three years in my work with MyGait, I have had the unique opportunity to share many such experiences with our customers. On June 6, 2010 I happened to take a call from one of our users on the customer support line. He had received an email from an old Army buddy with a link to a website, but did not know how to use the link. I connected to his computer


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PO Box 1178 Powell OH 43065

The Premiere Service Coordinator Event of the Year!

AASC Insight  
AASC Insight  

Winter 2012/2013 Volume 6, Issue 2