Volunteer Position Descriptions

SHICK counselors provide assistance and support to the public and the SHICK program in a variety of ways. The attached page lists SHICK volunteer roles, their specific responsibilities and the level of trust for each one.

All SHICK counselors report to a SHICK Coordinator in their area, and they all receive training and support from the local Coordinator and state SHICK staff. In addition to the specific responsibilities listed on the following page, all SHICK volunteer positions share the responsibilities and desired qualifications listed below. All prospective

Responsibilities

• Maintain client confidentiality at all times
• Satisfactorily complete required training each year
• Conduct volunteer activities in compliance with the SHICK Volunteer Memorandum of Understanding
• Determine clients’ needs; provide information, assistance and referrals as appropriate
• Complete and submit a SHICK Client Contact Form for each client contact

Desired Qualifications

• Ability to work with others
• Sensitive, caring, confident attitude
• Ability to learn and retain information relevant to health insurance regulations and willingness to continually update knowledge about changing regulations
• Good written and oral communication skills
• Strong organizational skills
• Willingness to commit sufficient time to handle several ongoing projects at once
• Familiarity with the computer and the Internet

If you’re interested in becoming a SHICK volunteer, please contact your local SHICK Coordinator or call the SHICK Call Center at 800-860-5260 to be put in touch with the Coordinator for your area.

SMP / SHICK / MIPPA Standard Volunteer Roles

The SMP/SHICK/MIPPA program operates with six standard volunteer roles. Information about the roles and the responsibilities connected with them are set forth in position descriptions. It is important to know that the screening process is more demanding for those roles identified as “positions of trust.” A position of trust is one in which a volunteer has access to another person’s protected personal, health care, or financial information. The six standard roles are:

Distributing information: This role involves transporting and disseminating SMP / SHICK / MIPPA information materials to sites and events, and may include presenting prepared copy or performing scripted activities for small groups. Volunteers who work in this role do not engage in discussions with others about personal information or situations. It is not considered to be a position of trust.

Assisting with administration: This role involves such work as copying, filing, data entry, and placing outbound phone calls in support of SMP / SHICK / MIPPA activity. Volunteers who work in this role do not take inbound phone calls or field questions from the public. It is a position of trust.

Staffing exhibits: This role involves staffing information kiosks or exhibits at events such as health fairs. Volunteers who staff exhibits provide general information about SMP / SHICK / MIPPA to the public and answer simple inquiries. It is a position of trust.

Making group presentations: This role involves giving substantive presentations on SMP / SHICK / MIPPA topics to small and large groups, with the opportunity for interaction with the audience during time set aside for Q & A and discussion. It is a position of trust.

Counseling: This role involves direct discussion with beneficiaries about their individual situations and may include review of personal information such as Medicare Summary Notices, billing statements and other related financial and health documents. It is a position of trust.

Handling complex issues and referrals: This role involves in-depth interactions with beneficiaries who are reporting specific instances of health care fraud, error, and abuse. Volunteers who serve in this role may act on behalf of a beneficiary to correct an error or refer suspected fraud and abuse to appropriate authorities. It is a position of trust.

SHICK Volunteer / Partner Application

This form should be completed by the potential counselor and returned to the Coordinator. It is in Acrobat Reader format.

Before handing out this application, please provide your contact information so that the applicant knows where to mail or return the form.

• SHICK Volunteer Partner Application 2021

SHICK Volunteer Interview Form

You will use this form when you interview the potential volunteer. When the volunteer has completed training, a copy of this form should be sent to the State SHICK office to be filed in the volunteer’s record. It is in Acrobat Reader format.

• SHICK Volunteer Interview Form

How to Interview and Assess Potential Volunteers

As a SHICK Coordinator you should evaluate the qualifications of your potential volunteers prior to training. An important part of the evaluation process is a volunteer interview. During an interview you have an opportunity to determine qualifications, assess commitment, and answer questions about your expectations. Schedule an interview as soon as possible after a person has expressed interest.

Decide if you want to interview prospective volunteers on your own or with a team that includes other staff members or volunteers. Interviewers should be well prepared and proceed with tact and courtesy. All interviews should be held in private.

Effective interviews will accomplish the following goals:

• Assess the applicant’s abilities, skills, and motivation for serving as a SHICK volunteer.
• Determine his/her understanding of SHICK's objectives and tasks.
• Provide an opportunity to review and discuss the position description.
• Encourage the prospective volunteer to ask questions and express concerns.
• Determine if the applicant has a conflict of interest that prevents assignment as a SHICK counselor.
• Provide the first step toward the volunteer training process.

Make sure that you and the other interviewers have detailed information on volunteer positions, a list of pre-determined questions, and the volunteer’s application. Take time to review the information before the interview.

There are a number of questions that are illegal to ask during an interview:

• Race, national origin, birthplace
• Age, height, weight
• Marital status
• Child care arrangements or pregnancy
• Religious affiliation
• Arrest record
• Military discharge
• Credit card information or home ownership
• Length of community residency
• Personal health
• English language skill

In general, it's best to ask questions that relate directly to the applicant’s ability to perform the volunteer work. For example, if a position requires a specific physical task, and the requirement is listed on the position description, you can ask the applicant if he or she can meet that requirement.

Volunteer Orientation Tips

In addition to their questions about Medicare, new volunteers also have many questions about SHICK and the local Sponsoring Organizations. They want to know about your expectations and office procedures; when and where they will volunteer; and what they can expect from you. Orientation addresses those questions.

Orientation for new volunteers should be held within 30 days of their completion of Initial Training. Below are topics that you should include in a volunteer orientation program:

• Client confidentiality.
• Reporting forms and procedures.
• SHICK goals, objectives and accomplishments.
• SHICK values and expectations (e.g. counseling is free, unbiased and confidential; service is client-centered and responsive).
• Guidelines for client contact (How many times should a volunteer try to call a beneficiary back before closing out the case? Will counselors make house calls? Under what circumstances?).
• Staff and volunteer responsibilities (for example, kinds of cases that you would or would not refer to a volunteer).
• Sponsoring Organization structure and staff support (What can the volunteer expect of you in terms of your time and attention? Who in your organization should the volunteer contact if you’re not available?).
• Methods for resolving volunteer problems and grievances.
• Procedures for reimbursing volunteer expenses, if applicable.
• Procedures for assigning cases and scheduling work.
• Introductions to other veteran counselors to promote mentoring.
• Introductions to other staff in the organization.
• Review of your organization's publications and information resources.
• Facility tour showing them locations of phones, copiers, computers, and resource materials.