DEPARTMENT OF HEALTH & HUMAN SERVICES  Office of Inspector General 
Washington, D.C.  20201 
MAY 192010 
TO: 	 Edwin L. Walker 
Deputy Assistant Secretary for Program Operations 
Administration on Aging 
FROM:  Stuart E. Wrigh~ 
Deputy Inspector General 
for Evaluation and Inspections 
SUBJECT: 	 Memorandum Report:  Performance Data for the Senior Medicare Patrol 
Projects:  May 2010 Performance Report, OEI-02-1 0-001 00 
This memorandum report presents performance data for the Senior Medicare Patrol 
Projects.  The Office of Inspector General (OIG) has collected these data since 1997.  In 
December 2005, the Administration on Aging (AoA) requested that OIG continue to collect 
and report performance data for the Senior Medicare Patrol Projects to support AoA's 
efforts to evaluate and improve the performance ofthese projects.  OIG agreed to collect 
performance data every 6 months but to report the data on an annual basis. 
In 2009, the 55 Senior Medicare Patrol Projects had a total of4,444 active volunteers. 
Medicare' funds recovered that were attributable to the projects were $76,176, and total savings 
to Medicare, Medicaid, beneficiaries, and others were $214,060.  The projects had 5 percent 
fewer active volunteers in 2009, compared to the number in 2008.  Despite this fact, total savings 
to Medicare, Medicaid, beneficiaries, and others were over three times higher in 2009, compared 
to totals in 2008. 
BACKGROUND 
The Senior Medicare Patrol Projects receive grants from AoA to recruit retired 
professionals to serve as educators and resources in helping beneficiaries to detect and 
report fraud, waste, and abuse in the Medicare program.  At least one project is located in 
each of the 50 States, as well'as in the District ofColumbia, Puerto Rico, Guam, and the 
Virgin Islands.  In 2009, 55 Senior Medicare Patrol Projects received a total of$93 million 
from AoA. 
OEI-02-10-00100 Performance Data for the Senior Medicare Patrol Projects: May 2010 Performance Report  Page 2   Edwin L. Walker   
 
Performance Measures 
In 2007, AoA revised some of the performance measures to more accurately reflect the work of 
the Senior Medicare Patrol Projects.  AoA developed the following performance measures, 
among others:  number of active volunteers, number of simple inquiries, and number of complex 
issues.  Active volunteers are individuals who are trained to assist with teaching beneficiaries 
how to detect fraud, waste, and abuse in Medicare and other health care programs.  Simple 
inquiries from beneficiaries are quickly resolved with very little research or review.  Complex 
issues involve more detailed information related to an issue or a complaint that may warrant 
further action by an investigative agency, such as the reporting of potential fraud and abuse by a 
provider.     
   
  In addition, beginning in 2007, the Senior Medicare Patrol Projects were required to measure 
health care expenditures for which the Medicare program, the Medicaid program, a beneficiary, 
or other entity (e.g., secondary health insurer, pharmacy) was relieved of responsibility for 
payment as a result of the projects.  This performance measure is referred to as cost avoidance.  
For example, if a beneficiary discovers charges for services he or she did not receive and the 
project, on behalf of the beneficiary, receives a revised billing statement from the provider, the 
project may report this as cost avoidance.   
 
Tracking Systems 
AoA has developed a Web-based system named the Seniors Medicare Assistance and Reporting 
Tool for Fraud and Complaint Tracking System (SMART FACTS).  The Senior Medicare Patrol 
Projects are required to use SMART FACTS to track and report activities and complaints and to 
refer cases directly to an investigative agency.  
 
METHODOLOGY   
   
  This review is based on data reported by the Senior Medicare Patrol Projects.  In addition, we 
requested and reviewed documentation from the projects for the actual funds recovered to the 
Medicare program, the Medicaid program, beneficiaries, and others that were attributable to the 
projects.  We also requested and reviewed documentation for the measure on cost avoidance.  
We did not review documentation for the other performance measures.  The results are presented 
in detail in the appendixes. 
 
  This review was conducted in accordance with the Quality Standards for Inspections approved 
by the Council of the Inspectors General on Integrity and Efficiency. 
 
RESULTS 
 
Results for 2009 
In 2009, the 55 projects had a total of 4,444 active volunteers.  These volunteers educated 
beneficiaries in 7,177 group education sessions and held 33,855 one-on-one counseling sessions.  
In addition, the projects conducted 311,377 media outreach activities and 5,684 community 
outreach education events.  As a result of these training sessions and events, the projects received 
60,242 simple inquiries.  They also received 3,052 inquiries involving complex issues, of which 
966 were referred for further action.  Medicare funds recovered attributable to the projects were  
OEI-02-10-00100   Performance Data for the Senior Medicare Patrol Projects:  May 2010 Performance Report                 2 
  Page 3   Edwin L. Walker   
 
$76,176 and actual savings to the beneficiaries attributable to the projects were $49,230.  Total 
savings to Medicare, Medicaid, beneficiaries, and others were $214,060.  Additionally, cost 
avoidance on behalf of the Medicare program, the Medicaid program, beneficiaries, and others, 
totaled $564,968. 
 
Results Since 1997 
  Since the inception of the program 13 years ago, a total of 72 projects (17 of which had closed as 
of December 2009) reported educating beneficiaries in 74,668 group education sessions and 
1,042,098 one-on-one sessions.  In addition, the projects reported conducting 1,269,337 media 
outreach activities and 68,831 community outreach education events.  Actual Medicare funds 
recovered attributable to the projects were $4,597,575.  Total savings to Medicaid, beneficiaries, 
and other payers were approximately $101 million.  Most of the $101 million in savings was the 
result of one projects involvement in adjustments to Medicaid claims for individuals entitled to 
both Medicaid and Medicare.   
   
  Documentation of Recovered Funds 
In 2009, 9 of the 55 projects submitted 21 forms of documentation.  Fifteen forms of 
documentation showed funds recovered to the Medicare program through an investigative 
agency or Medicare contractor.  The six remaining forms of documentation showed funds 
recovered through a revised Medicare Summary Notice or a letter from the provider. 
 
  Comparison With Results for 2008 
The projects had fewer active volunteers in 2009, compared to the number in 2008.  In 2009, 
projects had 4,444 volunteers, compared to 4,685 in 2008.  The number of group education 
sessions and one-on-one counseling sessions held by the projects increased in 2009, compared to 
2008.  Specifically, projects reported educating beneficiaries in 7,177 group education sessions 
and 33,855 one-on-one counseling sessions in 2009, compared to 6,869 group education sessions 
and 24,505 one-on-one counseling sessions in 2008.  In addition, Medicare funds recovered and 
total savings to Medicare, Medicaid, beneficiaries, and others were higher in 2009, compared to 
totals in 2008.  In 2009, Medicare funds recovered attributable to the projects were $76,176, 
compared to $21,068 in 2008.  Total savings to Medicare, Medicaid, beneficiaries, and others 
attributable to the projects were $214,060 in 2009, compared to $65,735 in 2008.   
   
  CONCLUSION 
   
In 2009, the 55 Senior Medicare Patrol Projects had a total of 4,444 active volunteers.   
Medicare funds recovered that were attributable to the projects were $76,176 and total savings to 
Medicare, Medicaid, beneficiaries, and others were $214,060.  The projects had 5 percent fewer 
active volunteers in 2009, compared to the number in 2008.  Despite this fact, total savings to 
Medicare, Medicaid, beneficiaries, and others were over three times higher in 2009, compared to 
totals in 2008. 
   
  We continue to emphasize that the number of beneficiaries who have learned from the Senior 
Medicare Patrol Projects to detect fraud, waste, and abuse and who subsequently call the OIG 
fraud hotline or other contacts cannot be tracked.  Therefore, the projects may not be receiving  
OEI-02-10-00100   Performance Data for the Senior Medicare Patrol Projects:  May 2010 Performance Report                 3 
  Page 4   Edwin L. Walker   
 
full credit for savings attributable to their work.  In addition, the projects are unable to track 
substantial savings derived from a sentinel effect whereby fraud and errors are reduced in light of 
Medicare beneficiaries scrutiny of their bills.  
 
As agreed, we will continue to monitor the projects and will provide AoA with annual summary 
reports of performance data.  This memorandum report is being issued directly in final form 
because it contains no recommendations.  If you have comments or questions about this 
memorandum report, please provide them within 60 days.  Please refer to report number  
OEI-02-10-00100 in all correspondence.  
 
 
OEI-02-10-00100   Performance Data for the Senior Medicare Patrol Projects:  May 2010 Performance Report                 4 
   
Senior Medicare Patrol Projects Performance Measure Results 
 
 
 
     
 
List of Appendixes 
 
Appendix A:  Summary of Performance for All Projects Since 1997........................................6 
 
Appendix B:  Summary of Performance for All Projects for 2009.............................................8 
 
Appendix C:  Projects Results for Each Performance Measure for 2009....................................10 
 
Appendix D:  Individual Project Results for 2009.............................................................. 35 
 
Appendix E:  Performance Measures Definitions...............................................................91
          5   
 
 A P P E N D I X   ~   A  
 
 
 
Summary of Performance for All Projects Since 1997 
 
The following table provides overall performance for all 72 projects that have operated since 1997.   
 
Totals may not add up because of rounding. 
 
Performance measures labeled with an asterisk (*) are reported as of 2007. 
 
For performance measure #15, Number of complex issues pending further action, the same issue can continue through numerous 
reporting periods for a project.  The number of issues is not a unique count and therefore the data cannot be added to the number from 
prior years.  
          6   
A P P E N D I X   ~   A 
Summary of Performance for All Projects Since 1997 
   19972008  2009  Total Since 1997 
  PEFORMANCE MEASURES       
1  Total number of active volunteers*  15,023  4,444  19,467 
2  Total number of volunteer training hours*  239,268  47,886  287,154 
3  Total number of volunteer work hours*  421,395  122,410  543,805 
4  Number of media outreach activities  957,960  311,377  1,269,337 
5  Number of community outreach education events conducted  63,147  5,684  68,831 
6  Estimated number of people reached by community outreach education events  22,351,678  1,497,950  23,849,628 
7  Number of group education sessions for beneficiaries  67,491  7,177  74,668 
8A  Number of beneficiaries who attended group education sessions   2,582,985  217,227  2,800,212 
8B  Increase in the number of beneficiaries who understand how reading their Medicare 
Summary Notice can help identify billing fraud or errors*  39,722  13,985  53,707 
8C  Increase in the number of beneficiaries who understand why it is important to seek 
assistance with billing questions*  43,305  17,272  60,577 
8D 
Increase in the number of beneficiaries who know why it is important to protect their 
Medicare and Social Security numbers*  36,273  23,193  59,466 
9  Number of one-on-one counseling sessions held with or on behalf of a beneficiary  1,008,243  33,855  1,042,098 
10  Total number of simple inquiries received*  110,542  60,242  170,784 
11  Total number of simple inquiries resolved*  101,118  59,938  161,056 
12  Number of inquiries involving complex issues received*  21,683  3,052  24,735 
13A  Number of inquiries involving complex issues referred for further action*  4,445  966  5,411 
13B  Total dollar amount referred for further action*  $3,860,644  $3,762,448  $7,623,092 
14  Number of complex issues resolved*  7,932  2,588  10,520 
15  Number of complex issues pending further action*   1,815  1,815 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others*  $7,521,333  $564,968  $8,086,301 
17A  Actual Medicare funds recovered attributable to the projects  $4,521,399  $76,176  $4,597,575 
17B  Actual Medicaid funds recovered attributable to the projects  $545,801  $9,919  $555,720 
17C  Actual savings to beneficiaries attributable to the projects  $3,167,543  $49,230  $3,216,773 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $97,488,145  $78,735  $97,566,880 
17B-17D  Total savings to Medicaid, beneficiaries, and other payers  $101,201,489 $137,884  $101,339,373 
17A 17D 
Total savings attributable to the projects  $105,722,887 $214,060  $105,936,948 
 
          7   
 
   A P P E N D I X   ~   B
 
 
 
Summary of Performance for All Projects for 2009 
 
 
The following table provides data for the 55 Senior Medicare Patrol Projects that operated in 2009.  The table provides the 
performance measure results for the two 6-month reporting periods.   
 
Totals may not add up because of rounding.  
 
For performance measure #1, Total number of active volunteers, many of the volunteers are the same in both of the two 6-month 
periods and therefore the numbers do not sum to the total for the year.   
 
For performance measure #13A, Number of inquiries involving complex issues referred for further action, the same case may have 
multiple referrals reported in both of the two 6-month periods, but only counts as one referral for the year total.  
 
For performance measure #15, Number of complex issues pending further action, the same issue can continue through numerous 
reporting periods for a project.  The number of issues is not a unique count and therefore the data from the two 6-month periods do not 
sum to the year total. 
          8   
A P P E N D I X   ~   B 
Summary of Performance for All Projects for 2009 
   JanJune JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  2,805 3,417  4,444 
2  Total number of volunteer training hours   15,112 32,774  47,886 
3  Total number of volunteer work hours  50,468 71,942  122,410 
4  Number of media outreach activities  119,605 191,772  311,377 
5  Number of community outreach education events conducted  2,965 2,719  5,684 
6  Estimated number of people reached by community outreach education events  343,252 1,154,698  1,497,950 
7  Number of group education sessions for beneficiaries  3,612 3,565  7,177 
8A  Number of beneficiaries who attended group education sessions   106,258 110,969  217,227 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  6,796 7,189  13,985 
8C  Increase in the number of beneficiaries who understand why it is important to seek 
assistance with billing questions  8,541 8,731  17,272 
8D  Increase in the number of beneficiaries who know why it is important to protect 
their Medicare and Social Security numbers  11,583 11,610  23,193 
9  Number of one-on-one counseling sessions held with or on behalf of a beneficiary  15,336 18,519  33,855 
10  Total number of simple inquiries received  28,677 31,565  60,242 
11  Total number of simple inquiries resolved   28,543 31,395  59,938 
12  Number of inquiries involving complex issues received  1,636 1,416  3,052 
13A  Number of inquiries involving complex issues referred for further action  487 487  966 
13B  Total dollar amount referred for further action  $2,449,542 $1,312,906  $3,762,448 
14  Number of complex issues resolved  1,320 1,268  2,588 
15  Number of complex issues pending further action  1,416 1,815  1,815 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $189,115 $375,852  $564,968 
17A  Actual Medicare funds recovered attributable to the projects  $2,738 $73,438  $76,176 
17B  Actual Medicaid funds recovered attributable to the projects  $2,058 $7,861  $9,919 
17C  Actual savings to beneficiaries attributable to the projects  $28,529 $20,701  $49,230 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $33,787 $44,949  $78,735 
17A 17D  Total savings attributable to the projects  $67,112 $146,949  $214,060 
          9   
 
 A P P E N D I X   ~   C  
 
 
Projects Results for Each Performance Measure for 2009 
 
The following tables provide the results for each performance measure for each of the 55 Senior Medicare Patrol Projects operating  
in 2009.  Each table provides the performance measure results for the two 6-month reporting periods.   
 
Totals may not add up because of rounding.  
 
For performance measure #1, Total number of active volunteers, many of the volunteers are the same in both of the two 6-month 
periods and therefore the numbers do not sum to the total for the year.   
 
For performance measure #13A, Number of inquiries involving complex issues referred for further action, the same case may have 
multiple referrals reported in both of the two 6-month periods, but only counts as one referral for the year total.  
 
For performance measure #15, Number of complex issues pending further action, the same issue can continue through numerous 
reporting periods for a project.  The number of issues is not a unique count and therefore the data from the two 6-month periods do not 
sum to the year total. 
 
          10   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 1:  Total Number of Active Volunteers 
  JanJune  JulyDec Total for 2009      JanJune  JulyDec    Total for 2009 
Alabama  27  20  32   Nebraska  5 103  104 
Alaska  26  100  111   Nevada  1 0 1 
Arizona   3  18  21   New Hampshire  28  7 29 
Arkansas  31  9 32   New Jersey   11  6 15 
California  152  108  222   New Mexico  29  65  89 
Colorado  17  58  65   New York  387  388  388 
Connecticut  39  143  144   North Carolina   13  20  22 
Delaware  12  18  22   North Dakota  32  11  41 
District of Columbia   48  40  54   Ohio   43  31  57 
Florida  66  78  101   Oklahoma  22  51  62 
Georgia   65  50  87   Oregon   172  194  253 
Guam  9  11  16   Pennsylvania  23  23  29 
Hawaii  38  34  53   Puerto Rico  10  7 10 
Idaho  113  168  190   Rhode Island  32  155  162 
Illinois  21  16  29   South Carolina  0 0 0 
Indiana  12  2 13   South Dakota  24  115  119 
Iowa  87  71  102   Tennessee  44  73  102 
Kansas  46  18  52   Texas  BBB  2 8 9 
Kentucky  32  41  59   Texas  NHCOA  147  147  189 
Louisiana  1  21  22   Utah  105  75  139 
Maine  68  66  83   Vermont  22  37  40 
Maryland  141  100  160   Virginia   22  94  95 
Massachusetts  37  9 39   Virgin Islands  29  33  39 
Michigan   217  290  331   Washington   24  13  26 
Minnesota  56  41  83   West Virginia   63  70  76 
Mississippi  23  24  34   Wisconsin   41  36  52 
Missouri  26  32  38   Wyoming  19  41  57 
Montana  42  28  44  
          11   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 2:  Total Number of Volunteer Training Hours 
  JanJune  JulyDec Total for 2009     JanJune  JulyDec Total for 2009 
Alabama  54  46  100   Nebraska  6 2,482  2,488 
Alaska  31  2,151  2,182   Nevada  0 0 0 
Arizona   0  150  150   New Hampshire  0 16  16 
Arkansas  71  0 71   New Jersey   0 23  23 
California  218  112  330   New Mexico  432  2,788  3,220 
Colorado  363  544  907   New York  774  840  1,614 
Connecticut  0  3,221  3,221   North Carolina   115  84  199 
Delaware  232  179  411   North Dakota  18  15  33 
District of Columbia   193  445  638   Ohio   185  88  273 
Florida  62  40  102   Oklahoma  10  98  108 
Georgia   353  81  434   Oregon   537  79  616 
Guam  17  187  204   Pennsylvania  17  33  50 
Hawaii  243  127  370   Puerto Rico  132  264  396 
Idaho  757  1,273  2,029   Rhode Island  266  644  910 
Illinois  23  17  40   South Carolina  0 0 0 
Indiana  140  0 140   South Dakota  7 243  250 
Iowa  201  44  245   Tennessee  401  465  866 
Kansas  43  110  153   Texas  BBB  0 34  34 
Kentucky  117  146  263   Texas  NHCOA  505  4,835  5,340 
Louisiana  0  118  118   Utah  60  699  759 
Maine  1,087  545  1,632   Vermont  156  215  371 
Maryland  1,644  1,277  2,921   Virginia   19  1,385  1,404 
Massachusetts  23  0 23   Virgin Islands  104  70  174 
Michigan   2,531  5,480  8,011   Washington   78  96  173 
Minnesota  580  234  814   West Virginia   229  188  417 
Mississippi  320  53  373   Wisconsin   8 18  26 
Missouri  80  166  246   Wyoming  1,499  311  1,810 
Montana  173  20  194  
          12   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 3:  Total Number of Volunteer Work Hours 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  12,058  8,309  20,367   Nebraska  18  182  199 
Alaska  0  0 0   Nevada  5 0 5 
Arizona   173  944  1,118   New Hampshire  760  1,624  2,384 
Arkansas  338  183  521   New Jersey   98  31  129 
California  1,130  867  1,997   New Mexico  0 241  241 
Colorado  15  24  39   New York  506  589  1,095 
Connecticut  220  42  262   North Carolina   497  9,560  10,057 
Delaware  567  370  937   North Dakota  131  49  180 
District of Columbia   369  363  732   Ohio   235  390  625 
Florida  719  694  1,413   Oklahoma  646  1,803  2,449 
Georgia   623  1,139  1,762   Oregon   1,948  3,595  5,543 
Guam  259  767  1,025   Pennsylvania  209  211  420 
Hawaii  66  103  169   Puerto Rico  356  240  596 
Idaho  1,853  1,922  3,775   Rhode Island  461  78  540 
Illinois  63  124  187   South Carolina  0 0 0 
Indiana  518  10  528   South Dakota  41  102  143 
Iowa  1,107  954  2,061   Tennessee  97  772  869 
Kansas  130  297  428   Texas  BBB  4 17  21 
Kentucky  504  643  1,147   Texas  NHCOA  5,044  21,812  26,856 
Louisiana  3  44  47   Utah  2,247  1,722  3,969 
Maine  1,308  2,031  3,339   Vermont  310  551  861 
Maryland  2,763  1,422  4,185   Virginia   340  204  544 
Massachusetts  3,981  841  4,822   Virgin Islands  182  463  645 
Michigan   198  189  387   Washington   462  861  1,324 
Minnesota  117  180  296   West Virginia   591  1,153  1,744 
Mississippi  4,977  1,793  6,770   Wisconsin   376  376  752 
Missouri  537  841  1,378   Wyoming  24  41  65 
Montana  285  182  467  
          13   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 4:  Number of Media Outreach Activities 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  63,927  26,570  90,497   Nebraska  216  69  285 
Alaska  5  254  259   Nevada  393  7 400 
Arizona   6  0 6   New Hampshire  332  56  388 
Arkansas  32  38  70   New Jersey   2,538  12  2,550 
California  75  69  144   New Mexico  1 8 9 
Colorado  16  12  28   New York  437  26  463 
Connecticut  18  2 20   North Carolina   1,511  1,733  3,244 
Delaware  785  473  1,258   North Dakota  26  4 30 
District of Columbia   224  141  365   Ohio  185  27  212 
Florida  386  253  639   Oklahoma  278  1 279 
Georgia   4,559  72  4,631   Oregon   27  1,801  1,828 
Guam  16,002  35  16,037   Pennsylvania  5 0 5 
Hawaii  59  2 61   Puerto Rico  3 0 3 
Idaho  43  49  92   Rhode Island  19  1 20 
Illinois  57  54  111   South Carolina  0 0 0 
Indiana  23  2,611  2,634   South Dakota  0 5 5 
Iowa  58  79  137   Tennessee  115  454  569 
Kansas  7  19  26   Texas  BBB  11  4 15 
Kentucky  98  141  239   Texas  NHCOA  23  18  41 
Louisiana  0  23  23   Utah  41  25  66 
Maine  51  9 60   Vermont  26  56  82 
Maryland  36  110  146   Virginia   6 7 13 
Massachusetts  20,001  153,086  173,087   Virgin Islands  153  142  295 
Michigan   38  3 41   Washington   12  448  460 
Minnesota  2  3 5   West Virginia   634  325  959 
Mississippi  1  525  526   Wisconsin   4,092  52  4,144 
Missouri  1  49  50   Wyoming  0 1,351  1,351 
Montana  2,011  458  2,469  
          14   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 5:  Number of Community Outreach Education Events Conducted 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  211  88  299   Nebraska  183  129  312 
Alaska  29  21  50   Nevada  16  16  32 
Arizona   18  32  50   New Hampshire  37  8 45 
Arkansas  15  6 21   New Jersey   25  11  36 
California  71  26  97   New Mexico  242  186  428 
Colorado  14  9 23   New York  124  106  230 
Connecticut  37  70  107   North Carolina   36  64  100 
Delaware  30  66  96   North Dakota  24  31  55 
District of Columbia   28  39  67   Ohio   33  65  98 
Florida  111  103  214   Oklahoma  66  88  154 
Georgia   70  55  125   Oregon   100  165  265 
Guam  15  23  38   Pennsylvania  23  28  51 
Hawaii  17  10  27   Puerto Rico  77  0 77 
Idaho  28  34  62   Rhode Island  75  20  95 
Illinois  121  86  207   South Carolina  13  12  25 
Indiana  39  54  93   South Dakota  4 0 4 
Iowa  25  26  51   Tennessee  122  159  281 
Kansas  11  10  21   Texas  BBB  26  20  46 
Kentucky  10  63  73   Texas  NHCOA  37  34  71 
Louisiana  0  7 7   Utah  22  35  57 
Maine  45  15  60   Vermont  4 6 10 
Maryland  85  110  195   Virginia   169  146  315 
Massachusetts  4  8 12   Virgin Islands  12  18  30 
Michigan   106  39  145   Washington   66  64  130 
Minnesota  20  23  43   West Virginia  23  27  50 
Mississippi  50  91  141   Wisconsin   32  35  67 
Missouri  94  67  161   Wyoming  3 15  18 
Montana  67  50  117  
          15   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 6:  Estimated Number of People Reached by Community Outreach Education Events 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  32,978  30,340  63,318   Nebraska  9,886  15,108  24,994 
Alaska  3,567  2,983  6,550   Nevada  3,152  3,630  6,782 
Arizona   1,480  3,209  4,689   New Hampshire  1,150  592  1,742 
Arkansas  1,205  1,652  2,857   New Jersey   2,394  1,138  3,532 
California  26,218  9,435  35,653   New Mexico  39,101  20,350  59,451 
Colorado  776  842  1,618   New York  24,382  22,833  47,215 
Connecticut  3,024  9,960  12,984   North Carolina   12,794  810,526  823,320 
Delaware  2,787  5,070  7,857   North Dakota  3,205  2,777  5,982 
District of Columbia   3,494  5,624  9,118   Ohio   3,893  3,466  7,359 
Florida  7,102  7,503  14,605   Oklahoma  13,222  19,659  32,881 
Georgia   10,329  7,578  17,907   Oregon   4,376  28,692  33,068 
Guam  2,655  710  3,365   Pennsylvania  1,912  2,777  4,689 
Hawaii  3,440  2,701  6,141   Puerto Rico  6,858  0 6,858 
Idaho  4,122  6,802  10,924   Rhode Island  4,324  3,343  7,667 
Illinois  10,289  8,129  18,418   South Carolina  2,240  782  3,022 
Indiana  11,253  21,050  32,303   South Dakota  472  0 472 
Iowa  2,000  2,200  4,200   Tennessee  10,785  6,044  16,829 
Kansas  839  1,247  2,086   Texas  BBB  3,979  4,104  8,083 
Kentucky  673  6,817  7,490   Texas  NHCOA  1,628  6,875  8,503 
Louisiana  0  666  666   Utah  1,864  2,668  4,532 
Maine  1,674  545  2,219   Vermont  183  139  322 
Maryland  4,691  6,862  11,553   Virginia   17,050  8,516  25,566 
Massachusetts  296  624  920   Virgin Islands  1,122  1,479  2,601 
Michigan   7,480  4,138  11,618   Washington   1,535  4,424  5,959 
Minnesota  1,890  2,135  4,025   West Virginia   13,335  11,685  25,020 
Mississippi  5,085  11,199  16,284   Wisconsin   2,638  4,932  7,570 
Missouri  3,192  2,493  5,685   Wyoming  20  1,426  1,446 
Montana  3,213  4,219  7,432  
          16   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 7:  Number of Group Education Sessions for Beneficiaries 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  164  161  325   Nebraska  41  28  69 
Alaska  0  3 3   Nevada  20  14  34 
Arizona   35  45  80   New Hampshire  21  16  37 
Arkansas  29  13  42   New Jersey   49  77  126 
California  399  281  680   New Mexico  0 26  26 
Colorado  44  41  85   New York  381  109  490 
Connecticut  37  21  58   North Carolina   56  156  212 
Delaware  4  7 11   North Dakota  24  20  44 
District of Columbia   30  29  59   Ohio   20  37  57 
Florida  111  172  283   Oklahoma  146  109  255 
Georgia   168  152  320   Oregon   40  14  54 
Guam  14  67  81   Pennsylvania  21  24  45 
Hawaii  31  8 39   Puerto Rico  23  0 23 
Idaho  97  125  222   Rhode Island  24  2 26 
Illinois  155  150  305   South Carolina  7 5 12 
Indiana  59  51  110   South Dakota  2 14  16 
Iowa  389  464  853   Tennessee  49  47  96 
Kansas  37  10  47   Texas  BBB  113  69  182 
Kentucky  20  32  52   Texas  NHCOA  87  122  209 
Louisiana  0  12  12   Utah  7 67  74 
Maine  57  52  109   Vermont  18  13  31 
Maryland  96  118  214   Virginia   43  86  129 
Massachusetts  4  2 6   Virgin Islands  25  27  52 
Michigan   57  69  126   Washington  29  22  51 
Minnesota  136  134  270   West Virginia  25  26  51 
Mississippi  40  38  78   Wisconsin   49  22  71 
Missouri  22  105  127   Wyoming  1 5 6 
Montana  56  46  102  
          17   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 8A:  Number of Beneficiaries Who Attended Group Education Sessions 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 200\9 
Alabama  6,126  5,464  11,590   Nebraska  890  566  1,456 
Alaska  0  129  129   Nevada  1,014  415  1,429 
Arizona   1,499  2,551  4,050   New Hampshire  543  402  945 
Arkansas  1,310  967  2,277   New Jersey   1,997  2,766  4,763 
California  11,511  10,420  21,931   New Mexico  0 752  752 
Colorado  992  1,060  2,052   New York  14,747  3,634  18,381 
Connecticut  1,154  552  1,706   North Carolina   4,843  10,903  15,746 
Delaware  77  122  199   North Dakota  359  554  913 
District of Columbia   608  636  1,244   Ohio   429  426  855 
Florida  3,520  5,052  8,572   Oklahoma  5,369  3,297  8,666 
Georgia   4,769  3,549  8,318   Oregon   667  199  866 
Guam  170  1,032  1,202   Pennsylvania  361  745  1,106 
Hawaii  607  472  1,079   Puerto Rico  555  0 555 
Idaho  3,803  4,867  8,670   Rhode Island  452  34  486 
Illinois  4,464  4,180  8,644   South Carolina  170  126  296 
Indiana  953  1,346  2,299   South Dakota  100  317  417 
Iowa  8,155  10,831  18,986   Tennessee  1,056  1,165  2,221 
Kansas  1,519  411  1,930   Texas  BBB  3,359  1,935  5,294 
Kentucky  478  724  1,202   Texas  NHCOA  3,033  4,713  7,746 
Louisiana  0  471  471   Utah  365  2,245  2,610 
Maine  795  1,278  2,073   Vermont  600  309  909 
Maryland  1,863  3,129  4,992   Virginia   984  2,100  3,084 
Massachusetts  44  107  151   Virgin Islands  185  259  444 
Michigan   1,680  2,443  4,123   Washington   797  659  1,456 
Minnesota  1,210  1,494  2,704   West Virginia   1,770  2,745  4,515 
Mississippi  952  875  1,827   Wisconsin   1,196  574  1,770 
Missouri  649  3,709  4,358   Wyoming  15  102  117 
Montana  1,494  1,156  2,650  
          18   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 8B:   Increase in Number of Beneficiaries Who Understand How Reading Their  
                                                Medicare Summary Notice Can Help Identify Billing Fraud or Errors 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  6  0 6   Nebraska  119  83  202 
Alaska  0  0 0   Nevada  80  0 80 
Arizona   36  4 40   New Hampshire  8 112  120 
Arkansas  178  92  270   New Jersey   452  719  1,171 
California  8  4 12   New Mexico  0 118  118 
Colorado  178  11  189   New York  0 0 0 
Connecticut  287  209  496   North Carolina   45  57  102 
Delaware  11  37  48   North Dakota  104  55  159 
District of Columbia   138  105  243   Ohio   48  141  189 
Florida  93  104  197   Oklahoma  261  253  514 
Georgia   687  811  1,498   Oregon   103  89  192 
Guam  70  259  329   Pennsylvania  24  21  45 
Hawaii  80  47  127   Puerto Rico  44  0 44 
Idaho  107  36  143   Rhode Island  49  1 50 
Illinois  98  31  129   South Carolina  6 2 8 
Indiana  183  66  249   South Dakota  59  55  114 
Iowa  66  255  321   Tennessee  32  3 35 
Kansas  127  101  228   Texas  BBB  124  105  229 
Kentucky  96  141  237   Texas  NHCOA  2,005  2,217  4,222 
Louisiana  0  16  16   Utah  43  10  53 
Maine  154  34  188   Vermont  16  12  28 
Maryland  38  119  157   Virginia   22  0 22 
Massachusetts  42  50  92   Virgin Islands  79  104  183 
Michigan   31  39  70   Washington   3 14  17 
Minnesota  18  15  33   West Virginia   88  105  193 
Mississippi  28  162  190   Wisconsin   135  96  231 
Missouri  0  12  12   Wyoming  0 20  20 
Montana  87  37  124  
          19   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 8C:   Increase in Number of  Beneficiaries Who Understand Why It Is Important To  
                                                                                                   Seek Assistance With Billing Questions  
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  5  0 5   Nebraska  242  98  340 
Alaska  0  0 0   Nevada  192  0 192 
Arizona   39  0 39   New Hampshire  55  44  99 
Arkansas  262  143  405   New Jersey   696  911  1,607 
California  16  5 21   New Mexico  0 114  114 
Colorado  272  8 280   New York  0 0 0 
Connecticut  286  208  494   North Carolina   10  67  77 
Delaware  59  47  106   North Dakota  138  65  203 
District of Columbia   251  205  456   Ohio   48  105  153 
Florida  138  144  282   Oklahoma  494  482  976 
Georgia   887  1,007  1,894   Oregon   108  89  197 
Guam  52  270  322   Pennsylvania  31  31  62 
Hawaii  111  61  172   Puerto Rico  61  0 61 
Idaho  120  88  208   Rhode Island  69  4 73 
Illinois  125  49  174   South Carolina  4 0 4 
Indiana  270  90  360   South Dakota  24  75  99 
Iowa  140  499  639   Tennessee  56  16  72 
Kansas  96  85  181   Texas  BBB  137  182  319 
Kentucky  199  239  438   Texas  NHCOA  1,831  2,145  3,976 
Louisiana  0  20  20   Utah  42  12  54 
Maine  173  234  407   Vermont  24  15  39 
Maryland  59  126  185   Virginia   26  0 26 
Massachusetts  36  49  85   Virgin Islands  83  75  158 
Michigan   58  26  84   Washington   4 22  26 
Minnesota  37  9 46   West Virginia   162  122  284 
Mississippi  47  224  271   Wisconsin   143  114  257 
Missouri  0  27  27   Wyoming  0 30  30 
Montana  123  50  173  
          20   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 8D:  Increase in Number of Beneficiaries Who Know Why It Is Important To  
                            Protect Their Medicare and Social Security Numbers 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  54  0 54   Nebraska  442  203  645 
Alaska  0  0 0   Nevada  179  0 179 
Arizona   33  3 36   New Hampshire  45  117  162 
Arkansas  389  214  603   New Jersey   1,071  1,463  2,534 
California  22  6 28   New Mexico  0 156  156 
Colorado  488  15  503   New York  0 0 0 
Connecticut  493  210  703   North Carolina   20  96  116 
Delaware  23  65  88   North Dakota  210  93  303 
District of Columbia   399  341  740   Ohio   104  219  323 
Florida  174  205  379   Oklahoma  728  570  1,298 
Georgia   1,466  1,429  2,895   Oregon   128  79  207 
Guam  98  413  511   Pennsylvania  68  38  106 
Hawaii  82  83  165   Puerto Rico  104  0 104 
Idaho  240  192  432   Rhode Island  96  3 99 
Illinois  211  47  258   South Carolina  15  20  35 
Indiana  382  128  510   South Dakota  33  77  110 
Iowa  268  819  1,087   Tennessee  93  23  116 
Kansas  96  98  194   Texas  BBB  255  331  586 
Kentucky  254  380  634   Texas  NHCOA  1,648  1,976  3,624 
Louisiana  0  46  46   Utah  11  22  33 
Maine  126  12  138   Vermont  23  25  48 
Maryland  86  193  279   Virginia   44  0 44 
Massachusetts  44  1 45   Virgin Islands  83  133  216 
Michigan   96  35  131   Washington   4 27  31 
Minnesota  34  18  52   West Virginia   185  214  399 
Mississippi  74  416  490   Wisconsin   221  199  420 
Missouri  0  51  51   Wyoming  0 42  42 
Montana  141  64  205  
          21   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 9:  Number of One-on-One Counseling Sessions Held With or on Behalf of a Beneficiary 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  85  67  152   Nebraska  50  179  229 
Alaska  0  0 0   Nevada  11  0 11 
Arizona   10  3 13   New Hampshire  1 0 1 
Arkansas  171  167  338   New Jersey   74  126  200 
California  0  0 0   New Mexico  1 85  86 
Colorado  0  12  12   New York  2,120  1,037  3,157 
Connecticut  3  0 3   North Carolina   4 66  70 
Delaware  178  170  348   North Dakota  23  11  34 
District of Columbia   4  8 12   Ohio   1 9 10 
Florida  0  15  15   Oklahoma  2 1,286  1,288 
Georgia   51  73  124   Oregon   1,361  2,344  3,705 
Guam  5  111  116   Pennsylvania  111  165  276 
Hawaii  5  2 7   Puerto Rico  0 0 0 
Idaho  1,263  3,278  4,541   Rhode Island  23  0 23 
Illinois  176  157  333   South Carolina  0 0 0 
Indiana  9  15  24   South Dakota  32  143  175 
Iowa  11  22  33   Tennessee  95  8 103 
Kansas  16  14  30   Texas  BBB  1 1 2 
Kentucky  408  712  1,120   Texas  NHCOA  7,282  5,211  12,493 
Louisiana  0  15  15   Utah  370  1,332  1,702 
Maine  350  255  605   Vermont  0 0 0 
Maryland  166  79  245   Virginia   8 2 10 
Massachusetts  12  0 12   Virgin Islands  77  67  144 
Michigan   24  2 26   Washington   169  282  451 
Minnesota  73  61  134   West Virginia   395  558  953 
Mississippi  31  75  106   Wisconsin   0 0 0 
Missouri  2  4 6   Wyoming  0 220  220 
Montana  72  70  142  
          22   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 10:  Total Number of Simple Inquiries Received 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  354  331  685   Nebraska  1,045  1,969  3,014 
Alaska  3  15  18   Nevada  14  36  50 
Arizona   57  19  76   New Hampshire  42  11  53 
Arkansas  100  126  226   New Jersey   141  78  219 
California  10  9 19   New Mexico  0 0 0 
Colorado  114  80  194   New York  30  23  53 
Connecticut  274  475  749   North Carolina   4,431  5,415  9,846 
Delaware  18  73  91   North Dakota  23  33  56 
District of Columbia   30  24  54   Ohio   46  30  76 
Florida  72  100  172   Oklahoma  43  188  231 
Georgia   700  807  1,507   Oregon   631  797  1,428 
Guam  244  437  681   Pennsylvania  0 3 3 
Hawaii  42  42  84   Puerto Rico  0 1 1 
Idaho  1,007  1,234  2,241   Rhode Island  759  1,223  1,982 
Illinois  205  225  430   South Carolina  182  360  542 
Indiana  24  96  120   South Dakota  49  46  95 
Iowa  116  61  177   Tennessee  209  121  330 
Kansas  95  82  177   Texas  BBB  101  87  188 
Kentucky  866  990  1,856   Texas  NHCOA  9,828  6,056  15,884 
Louisiana  4  35  39   Utah  162  1,944  2,106 
Maine  371  1,043  1,414   Vermont  5 2 7 
Maryland  3,140  1,425  4,565   Virginia   148  386  534 
Massachusetts  250  411  661   Virgin Islands  5 5 10 
Michigan   35  7 42   Washington   207  84  291 
Minnesota  188  366  554   West Virginia   566  685  1,251 
Mississippi  396  632  1,028   Wisconsin   353  263  616 
Missouri  907  2,472  3,379   Wyoming  6 25  31 
Montana  29  77  106  
          23   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 11:  Total Number of Simple Inquiries Resolved 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  353  328  681   Nebraska  1,045  1,966  3,011 
Alaska  3  15  18   Nevada  14  31  45 
Arizona   57  19  76   New Hampshire  42  11  53 
Arkansas  100  126  226   New Jersey   132  77  209 
California  9  7 16   New Mexico  0 0 0 
Colorado  114  77  191   New York  30  22  52 
Connecticut  274  469  743   North Carolina   4,431  5,415  9,846 
Delaware  18  71  89   North Dakota  23  33  56 
District of Columbia   30  23  53   Ohio   44  30  74 
Florida  70  97  167   Oklahoma  43  188  231 
Georgia   628  694  1,322   Oregon   631  797  1,428 
Guam  244  437  681   Pennsylvania  0 3 3 
Hawaii  42  42  84   Puerto Rico  0 1 1 
Idaho  1,006  1,234  2,240   Rhode Island  753  1,222  1,975 
Illinois  204  225  429   South Carolina  182  360  542 
Indiana  24  95  119   South Dakota  49  46  95 
Iowa  116  61  177   Tennessee  208  120  328 
Kansas  85  81  166   Texas  BBB  101  87  188 
Kentucky  864  990  1,854   Texas  NHCOA  9,826  6,056  15,882 
Louisiana  4  35  39   Utah  162  1,944  2,106 
Maine  364  1,041  1,405   Vermont  5 1 6 
Maryland  3,137  1,424  4,561   Virginia   148  386  534 
Massachusetts  250  409  659   Virgin Islands  5 5 10 
Michigan   35  7 42   Washington   207  84  291 
Minnesota  188  366  554   West Virginia   566  685  1,251 
Mississippi  396  628  1,024   Wisconsin   339  252  591 
Missouri  907  2,472  3,379   Wyoming  6 24  30 
Montana  29  76  105  
          24   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 12:  Number of Inquiries Involving Complex Issues Received 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  12  0 12   Nebraska  28  20  48 
Alaska  1  1 2   Nevada  3 3 6 
Arizona   6  8 14   New Hampshire  20  4 24 
Arkansas  24  21  45   New Jersey   9 3 12 
California  72  49  121   New Mexico  64  58  122 
Colorado  39  33  72   New York  35  77  112 
Connecticut  18  4 22   North Carolina   0 0 0 
Delaware  5  5 10   North Dakota  2 3 5 
District of Columbia   4  3 7   Ohio   6 8 14 
Florida  39  52  91   Oklahoma  5 11  16 
Georgia  45  23  68   Oregon - SMP  6 23  29 
Guam  1  0 1   Pennsylvania  10  3 13 
Hawaii  8  12  20   Puerto Rico  0 0 0 
Idaho  61  41  102   Rhode Island  5 1 6 
Illinois  36  38  74   South Carolina  9 14  23 
Indiana  8  0 8   South Dakota  0 0 0 
Iowa  12  15  27   Tennessee  18  26  44 
Kansas  17  22  39   Texas  BBB  24  37  61 
Kentucky  0  1 1   Texas  NHCOA  106  60  166 
Louisiana  1  16  17   Utah  8 22  30 
Maine  2  1 3   Vermont  4 3 7 
Maryland  81  48  129   Virginia   8 8 16 
Massachusetts  73  8 81   Virgin Islands  0 1 1 
Michigan   16  12  28   Washington   57  139  196 
Minnesota  505  368  873   West Virginia   26  26  52 
Mississippi  55  41  96   Wisconsin   13  22  35 
Missouri  19  15  34   Wyoming  0 2 2 
Montana  10  5 15  
          25   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 13A:  Number of  Inquiries Involving Complex Issues Referred for Further Action     
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  1  1 1   Nebraska  18  14  31 
Alaska  1  0 1   Nevada  0 0 0 
Arizona   3  2 5   New Hampshire  3 0 3 
Arkansas  8  6 14   New Jersey   1 2 3 
California  59  38  98   New Mexico  19  8 27 
Colorado  38  19  57   New York  22  25  47 
Connecticut  1  1 2   North Carolina   0 0 0 
Delaware  4  2 6   North Dakota  0 0 0 
District of Columbia   1  2 3   Ohio   5 5 10 
Florida  19  27  46   Oklahoma  3 7 10 
Georgia   46  18  63   Oregon   5 14  19 
Guam  0  0 0   Pennsylvania  4 2 5 
Hawaii  6  5 10   Puerto Rico  0 0 0 
Idaho  4  7 11   Rhode Island  2 0 2 
Illinois  28  34  62   South Carolina  3 5 8 
Indiana  2  1 3   South Dakota  0 0 0 
Iowa  5  11  16   Tennessee  11  16  27 
Kansas  12  13  24   Texas  BBB  15  28  43 
Kentucky  0  0 0   Texas  NHCOA  11  12  22 
Louisiana  0  6 6   Utah  3 17  20 
Maine  2  1 3   Vermont  0 1 1 
Maryland  14  11  25   Virginia   8 6 13 
Massachusetts  8  3 11   Virgin Islands  0 1 1 
Michigan   0  0 0   Washington   52  59  110 
Minnesota  11  29  40   West Virginia   13  12  25 
Mississippi  1  3 4   Wisconsin   5 2 7 
Missouri  10  9 19   Wyoming  0 1 1 
Montana  0  1 1  
          26   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 13B:  Total Dollar Amount Referred for Further Action  
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  $3,900  $0  $3,900   Nebraska  $1,125,957  $50,048  $1,176,005 
Alaska  $0  $0  $0   Nevada  $0  $0  $0 
Arizona   $678  $1,514  $2,192   New Hampshire  $9,316  $149  $9,465 
Arkansas  $0  $2,641  $2,641   New Jersey   $2,674  $0  $2,674 
California  $33,171  $50,274  $83,445   New Mexico  $50,614  $237,115  $287,729 
Colorado  $391,294  $111,900  $503,194   New York  $19,760  $7,673  $27,433 
Connecticut  $0  $995  $995   North Carolina   $0  $0  $0 
Delaware  $12,191  $3,717  $15,908   North Dakota  $0  $0  $0 
District of Columbia   $333  $2,280  $2,613   Ohio   $10,338  $2,941  $13,279 
Florida  $32,066  $66,001  $98,067   Oklahoma  $3,776  $1,792  $5,567 
Georgia   $197,985  $1,239  $199,224   Oregon   $15,000  $90,722  $105,722 
Guam  $0  $0  $0   Pennsylvania  $0  $107  $107 
Hawaii  $216  $105  $321   Puerto Rico  $0  $0  $0 
Idaho  $2,467  $778  $3,245   Rhode Island  $0  $0  $0 
Illinois  $56,180  $46,053  $102,233   South Carolina  $607  $236  $842 
Indiana  $0  $0  $0   South Dakota  $0  $0  $0 
Iowa  $0  $1,562  $1,562   Tennessee  $2,011  $0  $2,011 
Kansas  $116,585  $81,866  $198,451   Texas  BBB  $9,375  $29,363  $38,738 
Kentucky  $0  $100  $100   Texas  NHCOA  $208,539  $223,836  $432,375 
Louisiana  $0  $5,160  $5,160   Utah  $5,277  $14,882  $20,160 
Maine  $0  $0  $0   Vermont  $36,863  $0  $36,863 
Maryland  $1,897  $2,475  $4,372   Virginia   $2,247  $13,160  $15,407 
Massachusetts  $6,000  $96  $6,096   Virgin Islands  $0  $0  $0 
Michigan   $11,058  $2,164  $13,222   Washington   $24,342  $1,147  $25,489 
Minnesota  $28,744  $5,256  $34,001   West Virginia   $23,289  $23,305  $46,594 
Mississippi  $785  $218,344  $219,129   Wisconsin   $1,887  $11,531  $13,419 
Missouri  $1,754  $379  $2,133   Wyoming  $0  $0  $0 
Montana  $366  $0  $366  
 
          27   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 14:  Number of Complex Issues Resolved 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  0  0 0   Nebraska  23  17  40 
Alaska  1  1 2   Nevada  3 1 4 
Arizona   6  1 7   New Hampshire  14  4 18 
Arkansas  13  27  40   New Jersey   20  2 22 
California  17  18  35   New Mexico  58  91  149 
Colorado  26  18  44   New York  23  38  61 
Connecticut  17  2 19   North Carolina   0 0 0 
Delaware  5  5 10   North Dakota  2 3 5 
District of Columbia   1  6 7   Ohio   5 5 10 
Florida  21  42  63   Oklahoma  5 12  17 
Georgia   17  14  31   Oregon   7 17  24 
Guam  2  0 2   Pennsylvania  0 1 1 
Hawaii  5  3 8   Puerto Rico  0 0 0 
Idaho  59  34  93   Rhode Island  3 0 3 
Illinois  24  18  42   South Carolina  11  30  41 
Indiana  2  0 2   South Dakota  0 1 1 
Iowa  17  9 26   Tennessee  16  22  38 
Kansas  11  10  21   Texas  BBB  6 29  35 
Kentucky  0  0 0   Texas  NHCOA  70  9 79 
Louisiana  1  9 10   Utah  0 61  61 
Maine  0  0 0   Vermont  4 5 9 
Maryland  73  43  116   Virginia   1 1 2 
Massachusetts  81  3 84   Virgin Islands  0 0 0 
Michigan   12  7 19   Washington   47  115  162 
Minnesota  495  376  871   West Virginia   0 9 9 
Mississippi  54  119  173   Wisconsin   18  17  35 
Missouri  13  7 20   Wyoming  0 1 1 
Montana  11  5 16  
          28   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 15:  Number of Complex Issues Pending Further Action  
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  15  23  23   Nebraska  25  27  27 
Alaska  1  1 1   Nevada  19  19  19 
Arizona   8  8 8   New Hampshire  16  16  16 
Arkansas  12  22  22   New Jersey   14  15  15 
California  205  221  221   New Mexico  13  42  42 
Colorado  43  64  64   New York  121  125  125 
Connecticut  8  15  15   North Carolina   1 1 1 
Delaware  2  4 4   North Dakota  2 1 1 
District of Columbia   1  3 3   Ohio   18  20  20 
Florida  165  179  179   Oklahoma  2 2 2 
Georgia   74  79  79   Oregon - SMP  4 10  10 
Guam  5  6 6   Pennsylvania  15  21  21 
Hawaii  3  6 6   Puerto Rico  2 2 2 
Idaho  6  9 9   Rhode Island  15  42  42 
Illinois  24  33  33   South Carolina  19  22  22 
Indiana  10  12  12   South Dakota  0 0 0 
Iowa  11  16  16   Tennessee  34  52  52 
Kansas  52  66  66   Texas  BBB  57  72  72 
Kentucky  2  3 3   Texas  NHCOA  109  130  130 
Louisiana  16  10  10   Utah  1 3 3 
Maine  14  20  20   Vermont  2 3 3 
Maryland  10  11  11   Virginia   21  21  21 
Massachusetts  8  12  12   Virgin Islands  1 1 1 
Michigan   48  49  49   Washington   41  63  63 
Minnesota  24  28  28   West Virginia   66  121  121 
Mississippi  2  5 5   Wisconsin   4 10  10 
Missouri  15  58  58   Wyoming  1 1 1 
Montana  9  10  10  
          29   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 16:  Cost Avoidance on Behalf of Medicare, Medicaid, Beneficiaries, or Others 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  $0  $0  $0   Nebraska  $0  $13,877  $13,877 
Alaska  $0  $0  $0   Nevada  $0  $0  $0 
Arizona   $0  $0  $0   New Hampshire  $0  $0  $0 
Arkansas  $135  $11,214  $11,349   New Jersey   $0  $956  $956 
California  $0  $0  $0   New Mexico  $22,864  $295,136  $318,000 
Colorado  $2,397  $2,657  $5,054   New York  $0  $0  $0 
Connecticut  $0  $0  $0   North Carolina   $0  $0  $0 
Delaware  $85  $8,356  $8,440   North Dakota  $0  $0  $0 
District of Columbia   $0  $0  $0   Ohio   $0  $2,211  $2,211 
Florida  $0  $0  $0   Oklahoma  $0  $0  $0 
Georgia   $2,362  $0  $2,362   Oregon   $0  $0  $0 
Guam  $0  $0  $0   Pennsylvania  $0  $0  $0 
Hawaii  $0  $0  $0   Puerto Rico  $0  $0  $0 
Idaho  $18,194  $26,009  $44,203   Rhode Island  $0  $0  $0 
Illinois  $5,861  $0  $5,861   South Carolina  $0  $0  $0 
Indiana  $0  $0  $0   South Dakota  $0  $0  $0 
Iowa  $0  $908  $908   Tennessee  $0  $2,338  $2,338 
Kansas  $0  $1,696  $1,696   Texas  BBB  $0  $0  $0 
Kentucky  $0  $0  $0   Texas  NHCOA  $131,920  $0  $131,920 
Louisiana  $0  $0  $0   Utah  $0  $4,905  $4,905 
Maine  $0  $0  $0   Vermont  $0  $0  $0 
Maryland  $0  $0  $0   Virginia   $0  $0  $0 
Massachusetts  $0  $0  $0   Virgin Islands  $0  $0  $0 
Michigan   $0  $0  $0   Washington   $0  $0  $0 
Minnesota  $4,197  $112  $4,309   West Virginia   $0  $0  $0 
Mississippi  $0  $0  $0   Wisconsin   $0  $5,478  $5,478 
Missouri  $1,100  $0  $1,100   Wyoming  $0  $0  $0 
Montana  $0  $0  $0  
          30   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 17A:  Actual Medicare Funds Recovered Attributable to the Projects 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  $0  $0  $0   Nebraska  $0  $65,184  $65,184 
Alaska  $0  $0  $0   Nevada  $0  $0  $0 
Arizona   $0  $0  $0   New Hampshire  $0  $0  $0 
Arkansas  $0  $2,312  $2,312   New Jersey   $0  $0  $0 
California  $0  $0  $0   New Mexico  $0  $0  $0 
Colorado  $0  $439  $439   New York  $0  $630  $630 
Connecticut  $0  $0  $0   North Carolina   $0  $0  $0 
Delaware  $0  $1,949  $1,949   North Dakota  $0  $0  $0 
District of Columbia   $0  $0  $0   Ohio   $0  $2,924  $2,924 
Florida  $1,808  $0  $1,808   Oklahoma  $0  $0  $0 
Georgia   $0  $0  $0   Oregon   $0  $0  $0 
Guam  $0  $0  $0   Pennsylvania  $0  $0  $0 
Hawaii  $0  $0  $0   Puerto Rico  $0  $0  $0 
Idaho  $0  $0  $0   Rhode Island  $0  $0  $0 
Illinois  $893  $0  $893   South Carolina  $0  $0  $0 
Indiana  $0  $0  $0   South Dakota  $0  $0  $0 
Iowa  $0  $0  $0   Tennessee  $0  $0  $0 
Kansas  $0  $0  $0   Texas  BBB  $0  $0  $0 
Kentucky  $0  $0  $0   Texas  NHCOA  $0  $0  $0 
Louisiana  $0  $0  $0   Utah  $0  $0  $0 
Maine  $0  $0  $0   Vermont  $0  $0  $0 
Maryland  $0  $0  $0   Virginia   $0  $0  $0 
Massachusetts  $0  $0  $0   Virgin Islands  $0  $0  $0 
Michigan   $0  $0  $0   Washington   $0  $0  $0 
Minnesota  $0  $0  $0   West Virginia   $0  $0  $0 
Mississippi  $0  $0  $0   Wisconsin   $37  $0  $37 
Missouri  $0  $0  $0   Wyoming  $0  $0  $0 
Montana  $0  $0  $0  
          31   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 17B:  Actual Medicaid Funds Recovered Attributable to the Projects 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  $0  $0  $0   Nebraska  $0  $7,861  $7,861 
Alaska  $0  $0  $0   Nevada  $0  $0  $0 
Arizona   $0  $0  $0   New Hampshire  $0  $0  $0 
Arkansas  $0  $0  $0   New Jersey   $0  $0  $0 
California  $0  $0  $0   New Mexico  $0  $0  $0 
Colorado  $0  $0  $0   New York  $0  $0  $0 
Connecticut  $0  $0  $0   North Carolina   $0  $0  $0 
Delaware  $0  $0  $0   North Dakota  $0  $0  $0 
District of Columbia   $0  $0  $0   Ohio   $0  $0  $0 
Florida  $0  $0  $0   Oklahoma  $0  $0  $0 
Georgia   $0  $0  $0   Oregon   $0  $0  $0 
Guam  $0  $0  $0   Pennsylvania  $0  $0  $0 
Hawaii  $0  $0  $0   Puerto Rico  $0  $0  $0 
Idaho  $0  $0  $0   Rhode Island  $0  $0  $0 
Illinois  $0  $0  $0   South Carolina  $0  $0  $0 
Indiana  $0  $0  $0   South Dakota  $0  $0  $0 
Iowa  $2,058  $0  $2,058   Tennessee  $0  $0  $0 
Kansas  $0  $0  $0   Texas  BBB  $0  $0  $0 
Kentucky  $0  $0  $0   Texas  NHCOA  $0  $0  $0 
Louisiana  $0  $0  $0   Utah  $0  $0  $0 
Maine  $0  $0  $0   Vermont  $0  $0  $0 
Maryland  $0  $0  $0   Virginia   $0  $0  $0 
Massachusetts  $0  $0  $0   Virgin Islands  $0  $0  $0 
Michigan   $0  $0  $0   Washington  $0  $0  $0 
Minnesota  $0  $0  $0   West Virginia  $0  $0  $0 
Mississippi  $0  $0  $0   Wisconsin   $0  $0  $0 
Missouri  $0  $0  $0   Wyoming  $0  $0  $0 
Montana  $0  $0  $0  
          32   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 17C:  Actual Savings to Beneficiaries Attributable to the Projects 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  $0  $0  $0   Nebraska  $63  $2,052  $2,115 
Alaska  $0  $0  $0   Nevada  $0  $0  $0 
Arizona   $0  $0  $0   New Hampshire  $0  $0  $0 
Arkansas  $3,789  $0  $3,789   New Jersey   $0  $0  $0 
California  $636  $180  $816   New Mexico  $887  $1,327  $2,214 
Colorado  $1,044  $10,402  $11,446   New York  $494  $0  $494 
Connecticut  $0  $995  $995   North Carolina   $0  $0  $0 
Delaware  $0  $0  $0   North Dakota  $0  $0  $0 
District of Columbia   $0  $0  $0   Ohio   $0  $0  $0 
Florida  $0  $0  $0   Oklahoma  $0  $0  $0 
Georgia   $38  $203  $241   Oregon   $0  $0  $0 
Guam  $64  $0  $64   Pennsylvania  $0  $0  $0 
Hawaii  $0  $0  $0   Puerto Rico  $0  $0  $0 
Idaho  $3,977  $2,461  $6,439   Rhode Island  $0  $0  $0 
Illinois  $0  $0  $0   South Carolina  $0  $0  $0 
Indiana  $0  $0  $0   South Dakota  $0  $0  $0 
Iowa  $0  $0  $0   Tennessee  $0  $2,011  $2,011 
Kansas  $17,425  $200  $17,625   Texas  BBB  $0  $0  $0 
Kentucky  $0  $0  $0   Texas  NHCOA  $0  $0  $0 
Louisiana  $0  $0  $0   Utah  $0  $870  $870 
Maine  $0  $0  $0   Vermont  $0  $0  $0 
Maryland  $0  $0  $0   Virginia   $0  $0  $0 
Massachusetts  $0  $0  $0   Virgin Islands  $0  $0  $0 
Michigan   $0  $0  $0   Washington   $0  $0  $0 
Minnesota  $0  $0  $0   West Virginia   $0  $0  $0 
Mississippi  $0  $0  $0   Wisconsin   $0  $0  $0 
Missouri  $0  $0  $0   Wyoming  $0  $0  $0 
Montana  $112  $0  $112  
          33   
A P P E N D I X   ~   C 
PERFORMANCE MEASURE 17D:  Other Savings Attributable to the Projects 
  JanJune  JulyDec Total for 2009 JanJune  JulyDec Total for 2009 
Alabama  $0  $0  $0   Nebraska  $2,387  $43,901  $46,289 
Alaska  $0  $0  $0   Nevada  $0  $0  $0 
Arizona   $0  $0  $0   New Hampshire  $0  $0  $0 
Arkansas  $0  $775  $775   New Jersey   $0  $0  $0 
California  $0  $0  $0   New Mexico  $0  $0  $0 
Colorado  $0  $0  $0   New York  $0  $0  $0 
Connecticut  $0  $0  $0   North Carolina   $0  $0  $0 
Delaware  $0  $0  $0   North Dakota  $0  $0  $0 
District of Columbia   $0  $0  $0   Ohio   $71  $0  $71 
Florida  $0  $0  $0   Oklahoma  $362  $0  $362 
Georgia  $0  $0  $0   Oregon   $0  $0  $0 
Guam  $0  $0  $0   Pennsylvania  $0  $0  $0 
Hawaii  $0  $0  $0   Puerto Rico  $0  $0  $0 
Idaho  $30,966  $0  $30,966   Rhode Island  $0  $0  $0 
Illinois  $0  $0  $0   South Carolina  $0  $0  $0 
Indiana  $0  $0  $0   South Dakota  $0  $0  $0 
Iowa  $0  $0  $0   Tennessee  $0  $0  $0 
Kansas  $0  $0  $0   Texas  BBB  $0  $0  $0 
Kentucky  $0  $0  $0   Texas  NHCOA  $0  $0  $0 
Louisiana  $0  $0  $0   Utah  $0  $0  $0 
Maine  $0  $0  $0   Vermont  $0  $0  $0 
Maryland  $0  $0  $0   Virginia   $0  $0  $0 
Massachusetts  $0  $0  $0   Virgin Islands  $0  $0  $0 
Michigan   $0  $0  $0   Washington   $0  $0  $0 
Minnesota  $0  $0  $0   West Virginia   $0  $0  $0 
Mississippi  $0  $0  $0   Wisconsin   $0  $0  $0 
Missouri  $0  $0  $0   Wyoming  $0  $0  $0 
Montana  $0  $272  $272  
          34   
 
 A P P E N D I X   ~   D  
 
 
Individual Project Results for 2009 
 
The following tables provide the results for each performance measure for each of the 55 Senior Medicare Patrol Projects operating in 
2009.  Each table provides the performance measure results for the two 6-month reporting periods.  
 
Totals may not add up because of rounding.  
 
For performance measure #1,Total number of active volunteers, many of the volunteers are the same in both of the two 6-month 
periods and therefore the numbers do not sum to the total for the year.   
 
For performance measure #13A, Number of inquiries involving complex issues referred for further action, the same case may have 
multiple referrals reported in both of the two 6-month periods, but only counts as one referral for the year total.  
 
For performance measure #15, Number of complex issues pending further action, the same issue can continue through numerous 
reporting periods for a project.  The number of issues is not a unique count and therefore the data from the two 6-month periods do not 
sum to the year total. 
 
          35   
A P P E N D I X ~ D 
Alabama  Department of Senior Services, Montgomery 
In operation since:  July 2006 
JanJune  JulyDec  Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  27  20  32 
2  Total number of volunteer training hours   54  46  100 
3  Total number of volunteer work hours  12,058  8,309  20,367 
4  Number of media outreach activities  63,927  26,570  90,497 
5  Number of community outreach education events conducted  211  88  299 
6  Estimated number of people reached by community outreach education 
events  32,978  30,340  63,318 
7  Number of group education sessions for beneficiaries  164  161  325 
8A  Number of beneficiaries who attended group education sessions   6,126  5,464  11,590 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  6  0  6 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  5  0  5 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   54  0  54 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  85  67  152 
10  Total number of simple inquiries received  354  331  685 
11  Total number of simple inquiries resolved   353  328  681 
12  Number of inquiries involving complex issues received  12  0  12 
13A  Number of inquiries involving complex issues referred for further action  1  1  1 
13B  Total dollar amount referred for further action  $3,900  $0  $3,900 
14  Number of complex issues resolved  0  0  0 
15  Number of complex issues pending further action  15  23  23 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          36   
  A P P E N D I X ~ D 
Alaska  Medicare Senior Information & Referral Office, Anchorage 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  26  100  111 
2  Total number of volunteer training hours   31  2,151  2,182 
3  Total number of volunteer work hours  0  0 0 
4  Number of media outreach activities  5  254  259 
5  Number of community outreach education events conducted  29  21  50 
6  Estimated number of people reached by community outreach education 
events  3,567  2,983  6,550 
7  Number of group education sessions for beneficiaries  0  3 3 
8A  Number of beneficiaries who attended group education sessions   0  129  129 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  0  0 0 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  0  0 0 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   0  0 0 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  0  0 0 
10  Total number of simple inquiries received  3  15  18 
11  Total number of simple inquiries resolved   3  15  18 
12  Number of inquiries involving complex issues received  1  1 2 
13A  Number of inquiries involving complex issues referred for further action  1  0 1 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  1  1 2 
15  Number of complex issues pending further action  1  1 1 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          37   
A P P E N D I X   ~   D 
Arizona  Arizona Division of Aging and Adult Services, Phoenix  
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
   PEFORMANCE MEASURES       
1  Total number of active volunteers  3  18  21 
2  Total number of volunteer training hours   0  150  150 
3  Total number of volunteer work hours  173  944  1,118 
4  Number of media outreach activities  6  0 6 
5  Number of community outreach education events conducted  18  32  50 
6  Estimated number of people reached by community outreach education 
events  1,480  3,209  4,689 
7  Number of group education sessions for beneficiaries  35  45  80 
8A  Number of beneficiaries who attended group education sessions   1,499  2,551  4,050 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  36  4 40 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  39  0 39 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   33  3 36 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  10  3 13 
10  Total number of simple inquiries received  57  19  76 
11  Total number of simple inquiries resolved   57  19  76 
12  Number of inquiries involving complex issues received  6  8 14 
13A  Number of inquiries involving complex issues referred for further action  3  2 5 
13B  Total dollar amount referred for further action  $678  $1,514  $2,192 
14  Number of complex issues resolved  6  1 7 
15  Number of complex issues pending further action  8  8 8 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          38   
A P P E N D I X   ~   D 
Arkansas  Arkansas Department of Human Services, Division of Aging and Adult Services, Little Rock 
In operation since:   July 2002 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  31  9 32 
2  Total number of volunteer training hours   71  0 71 
3  Total number of volunteer work hours  338  183  521 
4  Number of media outreach activities  32  38  70 
5  Number of community outreach education events conducted  15  6 21 
6  Estimated number of people reached by community outreach education 
events  1,205  1,652  2,857 
7  Number of group education sessions for beneficiaries  29  13  42 
8A  Number of beneficiaries who attended group education sessions   1,310  967  2,277 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  178  92  270 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  262  143  405 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   389  214  603 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  171  167  338 
10  Total number of simple inquiries received  100  126  226 
11  Total number of simple inquiries resolved   100  126  226 
12  Number of inquiries involving complex issues received  24  21  45 
13A  Number of inquiries involving complex issues referred for further action  8  6 14 
13B  Total dollar amount referred for further action  $0  $2,641  $2,641 
14  Number of complex issues resolved  13  27  40 
15  Number of complex issues pending further action  12  22  22 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $135  $11,214  $11,349 
17A  Actual Medicare funds recovered attributable to the projects  $0  $2,312  $2,312 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $3,789  $0  $3,789 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $775  $775 
17A 17D  Total savings attributable to the projects  $3,789  $3,087  $6,875 
 
          39   
A P P E N D I X   ~   D 
California  California Health Insurance Counseling Advocacy Programs Association, Santa Ana 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES     
1  Total number of active volunteers  152  108  222 
2  Total number of volunteer training hours   218  112  330 
3  Total number of volunteer work hours  1,130  867  1,997 
4  Number of media outreach activities  75  69  144 
5  Number of community outreach education events conducted  71  26  97 
6  Estimated number of people reached by community outreach education 
events  26,218  9,435  35,653 
7  Number of group education sessions for beneficiaries  399  281  680 
8A  Number of beneficiaries who attended group education sessions   11,511  10,420  21,931 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  8  4 12 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  16  5 21 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   22  6 28 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  0  0 0 
10  Total number of simple inquiries received  10  9 19 
11  Total number of simple inquiries resolved   9  7 16 
12  Number of inquiries involving complex issues received  72  49  121 
13A  Number of inquiries involving complex issues referred for further action  59  38  98 
13B  Total dollar amount referred for further action  $33,171  $50,274  $83,445 
14  Number of complex issues resolved  17  18  35 
15  Number of complex issues pending further action  205  221  221 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $636  $180  $816 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $636  $180  $816 
 
          40   
A P P E N D I X   ~   D 
Colorado  Colorado Division of Insurance, Denver 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  17  58  65 
2  Total number of volunteer training hours   363  544  907 
3  Total number of volunteer work hours  15  24  39 
4  Number of media outreach activities  16  12  28 
5  Number of community outreach education events conducted  14  9 23 
6  Estimated number of people reached by community outreach education 
events  776  842  1,618 
7  Number of group education sessions for beneficiaries  44  41  85 
8A  Number of beneficiaries who attended group education sessions   992  1,060  2,052 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  178  11  189 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  272  8 280 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   488  15  503 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  0  12  12 
10  Total number of simple inquiries received  114  80  194 
11  Total number of simple inquiries resolved   114  77  191 
12  Number of inquiries involving complex issues received  39  33  72 
13A  Number of inquiries involving complex issues referred for further action  38  19  57 
13B  Total dollar amount referred for further action  $391,294  $111,900  $503,194 
14  Number of complex issues resolved  26  18  44 
15  Number of complex issues pending further action  43  64  64 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $2,397  $2,657  $5,054 
17A  Actual Medicare funds recovered attributable to the projects  $0  $439  $439 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $1,044  $10,402  $11,446 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance )  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $1,044  $10,841  $11,885 
          41   
A P P E N D I X   ~   D 
Connecticut  Connecticut Department of Social Services, Aging Services Division, Hartford 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  39  143  144 
2  Total number of volunteer training hours   0  3,221  3,221 
3  Total number of volunteer work hours  220  42  262 
4  Number of media outreach activities  18  2 20 
5  Number of community outreach education events conducted  37  70  107 
6  Estimated number of people reached by community outreach education 
events  3,024  9,960  12,984 
7  Number of group education sessions for beneficiaries  37  21  58 
8A  Number of beneficiaries who attended group education sessions   1,154  552  1,706 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  287  209  496 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  286  208  494 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   493  210  703 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  3  0 3 
10  Total number of simple inquiries received  274  475  749 
11  Total number of simple inquiries resolved   274  469  743 
12  Number of inquiries involving complex issues received  18  4 22 
13A  Number of inquiries involving complex issues referred for further action  1  1 2 
13B  Total dollar amount referred for further action  $0  $995  $995 
14  Number of complex issues resolved  17  2 19 
15  Number of complex issues pending further action  8  15  15 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $995  $995 
17D  Other savings attributable to the projects   $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $995  $995 
          42   
A P P E N D I X   ~   D 
Delaware  Delaware Partners, Division of Aging and Adults With Physical Disabilities, New Castle 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  12  18  22 
2  Total number of volunteer training hours   232  179  411 
3  Total number of volunteer work hours  567  370  937 
4  Number of media outreach activities  785  473  1,258 
5  Number of community outreach education events conducted  30  66  96 
6  Estimated number of people reached by community outreach education 
events  2,787  5,070  7,857 
7  Number of group education sessions for beneficiaries  4  7 11 
8A  Number of beneficiaries who attended group education sessions   77  122  199 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  11  37  48 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  59  47  106 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   23  65  88 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  178  170  348 
10  Total number of simple inquiries received  18  73  91 
11  Total number of simple inquiries resolved   18  71  89 
12  Number of inquiries involving complex issues received  5  5 10 
13A  Number of inquiries involving complex issues referred for further action  4  2 6 
13B  Total dollar amount referred for further action  $12,191  $3,717  $15,908 
14  Number of complex issues resolved  5  5 10 
15  Number of complex issues pending further action  2  4 4 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $85  $8,356  $8,440 
17A  Actual Medicare funds recovered attributable to the projects  $0  $1,949  $1,949 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $1,949  $1,949 
          43   
A P P E N D I X   ~   D 
District of Columbia  The AARP Legal Counsel for the Elderly, Washington, DC 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  48  40  54 
2  Total number of volunteer training hours   193  445  638 
3  Total number of volunteer work hours  369  363  732 
4  Number of media outreach activities  224  141  365 
5  Number of community outreach education events conducted  28  39  67 
6  Estimated number of people reached by community outreach education 
events  3,494  5,624  9,118 
7  Number of group education sessions for beneficiaries  30  29  59 
8A  Number of beneficiaries who attended group education sessions   608  636  1,244 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  138  105  243 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  251  205  456 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   399  341  740 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  4  8 12 
10  Total number of simple inquiries received  30  24  54 
11  Total number of simple inquiries resolved   30  23  53 
12  Number of inquiries involving complex issues received  4  3 7 
13A  Number of inquiries involving complex issues referred for further action  1  2 3 
13B  Total dollar amount referred for further action  $333  $2,280  $2,613 
14  Number of complex issues resolved  1  6 7 
15  Number of complex issues pending further action  1  3 3 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          44   
A P P E N D I X   ~   D 
Florida  Area Agency on Aging of Pasco Pinellas, Inc., St. Petersburg 
In operation since:  July 1999  JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  66  78  101 
2  Total number of volunteer training hours   62  40  102 
3  Total number of volunteer work hours  719  694  1,413 
4  Number of media outreach activities  386  253  639 
5  Number of community outreach education events conducted  111  103  214 
6  Estimated number of people reached by community outreach education 
events  7,102  7,503  14,605 
7  Number of group education sessions for beneficiaries  111  172  283 
8A  Number of beneficiaries who attended group education sessions   3,520  5,052  8,572 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  93  104  197 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  138  144  282 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   174  205  379 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  0  15  15 
10  Total number of simple inquiries received  72  100  172 
11  Total number of simple inquiries resolved   70  97  167 
12  Number of inquiries involving complex issues received  39  52  91 
13A  Number of inquiries involving complex issues referred for further action  19  27  46 
13B  Total dollar amount referred for further action  $32,066  $66,001  $98,067 
14  Number of complex issues resolved  21  42  63 
15  Number of complex issues pending further action  165  179  179 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $1,808  $0  $1,808 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $1,808  $0  $1,808 
          45   
A P P E N D I X   ~   D  
Georgia  GeorgiaCares Department of Human Resources, Division of Aging Services, Atlanta 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  65  50  87 
2  Total number of volunteer training hours   353  81  434 
3  Total number of volunteer work hours  623  1,139  1,762 
4  Number of media outreach events  4,559  72  4,631 
5  Number of community outreach education events conducted  70  55  125 
6  Estimated number of people reached by community outreach education 
events  10,329  7,578  17,907 
7  Number of group education sessions for beneficiaries  168  152  320 
8A  Number of beneficiaries who attended group education sessions   4,769  3,549  8,318 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  687  811  1,498 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  887  1,007  1,894 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   1,466  1,429  2,895 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  51  73  124 
10  Total number of simple inquiries received  700  807  1,507 
11  Total number of simple inquiries resolved   628  694  1,322 
12  Number of inquiries involving complex issues received  45  23  68 
13A  Number of inquiries involving complex issues referred for further action  46  18  63 
13B  Total dollar amount referred for further action  $197,985  $1,239  $199,224 
14  Number of complex issues resolved  17  14  31 
15  Number of complex issues pending further action  74  79  79 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $2,362  $0  $2,362 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $38  $203  $241 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $38  $203  $241 
          46   
 
A P P E N D I X   ~   D 
Guam  Division of Senior Citizens, Department of Public Health & Social Services, Mangilao 
In operation since:  July 2005 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  9  11  16 
2  Total number of volunteer training hours   17  187  204 
3  Total number of volunteer work hours  259  767  1,025 
4  Number of media outreach activities  16,002  35  16,037 
5  Number of community outreach education events conducted  15  23  38 
6  Estimated number of people reached by community outreach education 
events  2,655  710  3,365 
7  Number of group education sessions for beneficiaries  14  67  81 
8A  Number of beneficiaries who attended group education sessions   170  1,032  1,202 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  70  259  329 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  52  270  322 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   98  413  511 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  5  111  116 
10  Total number of simple inquiries received  244  437  681 
11  Total number of simple inquiries resolved   244  437  681 
12  Number of inquiries involving complex issues received  1  0 1 
13A  Number of inquiries involving complex issues referred for further action  0  0 0 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  2  0 2 
15  Number of complex issues pending further action  5  6 6 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $64  $0  $64 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $64  $0  $64 
          47   
A P P E N D I X   ~   D 
Hawaii  State of Hawaii Executive Office on Aging, Honolulu 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  38  34  53 
2  Total number of volunteer training hours   243  127  370 
3  Total number of volunteer work hours  66  103  169 
4  Number of media outreach activities  59  2 61 
5  Number of community outreach education events conducted  17  10  27 
6  Estimated number of people reached by community outreach education 
events  3,440  2,701  6,141 
7  Number of group education sessions for beneficiaries  31  8 39 
8A  Number of beneficiaries who attended group education sessions   607  472  1,079 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  80  47  127 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  111  61  172 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   82  83  165 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  5  2 7 
10  Total number of simple inquiries received  42  42  84 
11  Total number of simple inquiries resolved   42  42  84 
12  Number of inquiries involving complex issues received  8  12  20 
13A  Number of inquiries involving complex issues referred for further action  6  5 10 
13B  Total dollar amount referred for further action  $216  $105  $321 
14  Number of complex issues resolved  5  3 8 
15  Number of complex issues pending further action  3  6 6 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          48   
A P P E N D I X   ~   D 
Idaho  Idaho Commission on Aging, Boise 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  113  168  190 
2  Total number of volunteer training hours   757  1,273  2,029 
3  Total number of volunteer work hours  1,853  1,922  3,775 
4  Number of media outreach activities  43  49  92 
5  Number of community outreach education events conducted  28  34  62 
6  Estimated number of people reached by community outreach education 
events  4,122  6,802  10,924 
7  Number of group education sessions for beneficiaries  97  125  222 
8A  Number of beneficiaries who attended group education sessions   3,803  4,867  8,670 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  107  36  143 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  120  88  208 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   240  192  432 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  1,263  3,278  4,541 
10  Total number of simple inquiries received  1,007  1,234  2,241 
11  Total number of simple inquiries resolved   1,006  1,234  2,240 
12  Number of inquiries involving complex issues received  61  41  102 
13A  Number of inquiries involving complex issues referred for further action  4  7 11 
13B  Total dollar amount referred for further action  $2,467  $778  $3,245 
14  Number of complex issues resolved  59  34  93 
15  Number of complex issues pending further action  6  9 9 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $18,194  $26,009  $44,203 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $3,977  $2,461  $6,439 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $30,966  $0  $30,966 
17A 17D  Total savings attributable to the projects  $34,943  $2,461  $37,405 
 
          49   
A P P E N D I X   ~   D 
Illinois  AgeOptions, Oak Park 
In operation since:  July 2006 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  21  16  29 
2  Total number of volunteer training hours   23  17  40 
3  Total number of volunteer work hours  63  124  187 
4  Number of media outreach activities  57  54  111 
5  Number of community outreach education events conducted  121  86  207 
6  Estimated number of people reached by community outreach education 
events  10,289  8,129  18,418 
7  Number of group education sessions for beneficiaries  155  150  305 
8A  Number of beneficiaries who attended group education sessions   4,464  4,180  8,644 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  98  31  129 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  125  49  174 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   211  47  258 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  176  157  333 
10  Total number of simple inquiries received  205  225  430 
11  Total number of simple inquiries resolved   204  225  429 
12  Number of inquiries involving complex issues received  36  38  74 
13A  Number of inquiries involving complex issues referred for further action  28  34  62 
13B  Total dollar amount referred for further action  $56,180  $46,053  $102,233 
14  Number of complex issues resolved  24  18  42 
15  Number of complex issues pending further action  24  33  33 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $5,861  $0  $5,861 
17A  Actual Medicare funds recovered attributable to the projects  $893  $0  $893 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $893  $0  $893 
 
          50   
A P P E N D I X   ~   D 
Indiana  Indiana Association of Area Agencies on Aging, Education Institute, Indianapolis 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  12  2 13 
2  Total number of volunteer training hours   140  0 140 
3  Total number of volunteer work hours  518  10  528 
4  Number of media outreach activities  23  2,611  2,634 
5  Number of community outreach education events conducted  39  54  93 
6  Estimated number of people reached by community outreach education 
events  11,253  21,050  32,303 
7  Number of group education sessions for beneficiaries  59  51  110 
8A  Number of beneficiaries who attended group education sessions   953  1,346  2,299 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  183  66  249 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  270  90  360 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   382  128  510 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  9  15  24 
10  Total number of simple inquiries received  24  96  120 
11  Total number of simple inquiries resolved   24  95  119 
12  Number of inquiries involving complex issues received  8  0 8 
13A  Number of inquiries involving complex issues referred for further action  2  1 3 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  2  0 2 
15  Number of complex issues pending further action  10  12  12 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          51   
A P P E N D I X   ~   D  
Iowa  Hawkeye Valley Area Agency on Aging, Waterloo 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  87  71  102 
2  Total number of volunteer training hours   201  44  245 
3  Total number of volunteer work hours  1,107  954  2,061 
4  Number of media outreach activities  58  79  137 
5  Number of community outreach education events conducted  25  26  51 
6  Estimated number of people reached by community outreach education 
events  2,000  2,200  4,200 
7  Number of group education sessions for beneficiaries  389  464  853 
8A  Number of beneficiaries who attended group education sessions   8,155  10,831  18,986 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  66  255  321 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  140  499  639 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   268  819  1,087 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  11  22  33 
10  Total number of simple inquiries received  116  61  177 
11  Total number of simple inquiries resolved   116  61  177 
12  Number of inquiries involving complex issues received  12  15  27 
13A  Number of inquiries involving complex issues referred for further action  5  11  16 
13B  Total dollar amount referred for further action  $0  $1,562  $1,562 
14  Number of complex issues resolved  17  9 26 
15  Number of complex issues pending further action  11  16  16 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $908  $908 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $2,058  $0  $2,058 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $2,058  $0  $2,058 
          52   
A P P E N D I X   ~   D 
Kansas  Department on Aging, Topeka 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  46  18  52 
2  Total number of volunteer training hours   43  110  153 
3  Total number of volunteer work hours  130  297  428 
4  Number of media outreach activities  7  19  26 
5  Number of community outreach education events conducted  11  10  21 
6  Estimated number of people reached by community outreach education 
events  839  1,247  2,086 
7  Number of group education sessions for beneficiaries  37  10  47 
8A  Number of beneficiaries who attended group education sessions   1,519  411  1,930 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  127  101  228 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  96  85  181 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   96  98  194 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  16  14  30 
10  Total number of simple inquiries received  95  82  177 
11  Total number of simple inquiries resolved   85  81  166 
12  Number of inquiries involving complex issues received  17  22  39 
13A  Number of inquiries involving complex issues referred for further action  12  13  24 
13B  Total dollar amount referred for further action  $116,585  $81,866  $198,451 
14  Number of complex issues resolved  11  10  21 
15  Number of complex issues pending further action  52  66  66 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $1,696  $1,696 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $17,425  $200  $17,625 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $17,425  $200  $17,625 
 
          53   
A P P E N D I X   ~   D 
Kentucky  Department of Housing & Family Services, Office for Aging and Disabled Citizens, Louisville 
In operation since:  July 2001 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  32  41  59 
2  Total number of volunteer training hours   117  146  263 
3  Total number of volunteer work hours  504  643  1,147 
4  Number of media outreach activities  98  141  239 
5  Number of community outreach education events conducted  10  63  73 
6  Estimated number of people reached by community outreach education 
events  673  6,817  7,490 
7  Number of group education sessions for beneficiaries  20  32  52 
8A  Number of beneficiaries who attended group education sessions   478  724  1,202 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  96  141  237 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  199  239  438 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   254  380  634 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  408  712  1,120 
10  Total number of simple inquiries received  866  990  1,856 
11  Total number of simple inquiries resolved   864  990  1,854 
12  Number of inquiries involving complex issues received  0  1 1 
13A  Number of inquiries involving complex issues referred for further action  0  0 0 
13B  Total dollar amount referred for further action  $0  $100  $100 
14  Number of complex issues resolved  0  0 0 
15  Number of complex issues pending further action  2  3 3 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
 
          54   
A P P E N D I X   ~   D 
Louisiana EQ Health Solutions, Baton Rouge 
In operation since:  June 2009* 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  1  21  22 
2  Total number of volunteer training hours   0  118  118 
3  Total number of volunteer work hours  3  44  47 
4  Number of media outreach activities  0  23  23 
5  Number of community outreach education events conducted  0  7 7 
6  Estimated number of people reached by community outreach education 
events  0  666  666 
7  Number of group education sessions for beneficiaries  0  12  12 
8A  Number of beneficiaries who attended group education sessions   0  471  471 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  0  16  16 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  0  20  20 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   0  46  46 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  0  15  15 
10  Total number of simple inquiries received  4  35  39 
11  Total number of simple inquiries resolved   4  35  39 
12  Number of inquiries involving complex issues received  1  16  17 
13A  Number of inquiries involving complex issues referred for further action  0  6 6 
13B  Total dollar amount referred for further action  $0  $5,160  $5,160 
14  Number of complex issues resolved  1  9 10 
15  Number of complex issues pending further action  16  10  10 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
* EQ Health Solutions replaced Vernon Parish Council on Aging, Inc. as the Senior Medicare Patrol Project in June 2009. 
          55   
A P P E N D I X   ~   D 
Maine  Legal Services for the Elderly, Augusta 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  68  66  83 
2  Total number of volunteer training hours   1,087  545  1,632 
3  Total number of volunteer work hours  1,308  2,031  3,339 
4  Number of media outreach activities  51  9 60 
5  Number of community outreach education events conducted  45  15  60 
6  Estimated number of people reached by community outreach education 
events  1,674  545  2,219 
7  Number of group education sessions for beneficiaries  57  52  109 
8A  Number of beneficiaries who attended group education sessions   795  1,278  2,073 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  154  34  188 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  173  234  407 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   126  12  138 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  350  255  605 
10  Total number of simple inquiries received  371  1,043  1,414 
11  Total number of simple inquiries resolved   364  1,041  1,405 
12  Number of inquiries involving complex issues received  2  1 3 
13A  Number of inquiries involving complex issues referred for further action  2  1 3 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  0  0 0 
15  Number of complex issues pending further action  14  20  20 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          56   
A P P E N D I X   ~   D 
Maryland  Maryland Department of Aging, Baltimore 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  141  100  160 
2  Total number of volunteer training hours   1,644  1,277  2,921 
3  Total number of volunteer work hours  2,763  1,422  4,185 
4  Number of media outreach activities  36  110  146 
5  Number of community outreach education events conducted  85  110  195 
6  Estimated number of people reached by community outreach education 
events  4,691  6,862  11,553 
7  Number of group education sessions for beneficiaries  96  118  214 
8A  Number of beneficiaries who attended group education sessions   1,863  3,129  4,992 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  38  119  157 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  59  126  185 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   86  193  279 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  166  79  245 
10  Total number of simple inquiries received  3,140  1,425  4,565 
11  Total number of simple inquiries resolved   3,137  1,424  4,561 
12  Number of inquiries involving complex issues received  81  48  129 
13A  Number of inquiries involving complex issues referred for further action  14  11  25 
13B  Total dollar amount referred for further action  $1,897  $2,475  $4,372 
14  Number of complex issues resolved  73  43  116 
15  Number of complex issues pending further action  10  11  11 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          57   
A P P E N D I X   ~   D 
Massachusetts  Elder Services of Merrimack Valley, Inc., Lawrence 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  37  9 39 
2  Total number of volunteer training hours   23  0 23 
3  Total number of volunteer work hours  3,981  841  4,822 
4  Number of media outreach activities  20,001  153,086  173,087 
5  Number of community outreach education events conducted  4  8 12 
6  Estimated number of people reached by community outreach education 
events  296  624  920 
7  Number of group education sessions for beneficiaries  4  2 6 
8A  Number of beneficiaries who attended group education sessions   44  107  151 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  42  50  92 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  36  49  85 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   44  1 45 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  12  0 12 
10  Total number of simple inquiries received  250  411  661 
11  Total number of simple inquiries resolved   250  409  659 
12  Number of inquiries involving complex issues received  73  8 81 
13A  Number of inquiries involving complex issues referred for further action  8  3 11 
13B  Total dollar amount referred for further action  $6,000  $96  $6,096 
14  Number of complex issues resolved  81  3 84 
15  Number of complex issues pending further action  8  12  12 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          58   
A P P E N D I X   ~   D 
Michigan  MMAP, Inc., Lansing 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  217  290  331 
2  Total number of volunteer training hours   2,531  5,480  8,011 
3  Total number of volunteer work hours  198  189  387 
4  Number of media outreach activities  38  3 41 
5  Number of community outreach education events conducted  106  39  145 
6  Estimated number of people reached by community outreach education 
events  7,480  4,138  11,618 
7  Number of group education sessions for beneficiaries  57  69  126 
8A  Number of beneficiaries who attended group education sessions   1,680  2,443  4,123 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  31  39  70 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  58  26  84 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   96  35  131 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  24  2 26 
10  Total number of simple inquiries received  35  7 42 
11  Total number of simple inquiries resolved   35  7 42 
12  Number of inquiries involving complex issues received  16  12  28 
13A  Number of inquiries involving complex issues referred for further action  0  0 0 
13B  Total dollar amount referred for further action  $11,058  $2,164  $13,222 
14  Number of complex issues resolved  12  7 19 
15  Number of complex issues pending further action  48  49  49 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          59   
A P P E N D I X   ~   D 
Minnesota  Minnesota Board on Aging, Dept. of Human Services, Aging and Adult Services Div., Saint Paul 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  56  41  83 
2  Total number of volunteer training hours   580  234  814 
3  Total number of volunteer work hours  117  180  296 
4  Number of media outreach activities  2  3 5 
5  Number of community outreach education events conducted  20  23  43 
6  Estimated number of people reached by community outreach education 
events  1,890  2,135  4,025 
7  Number of group education sessions for beneficiaries  136  134  270 
8A  Number of beneficiaries who attended group education sessions   1,210  1,494  2,704 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  18  15  33 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  37  9 46 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   34  18  52 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  73  61  134 
10  Total number of simple inquiries received  188  366  554 
11  Total number of simple inquiries resolved   188  366  554 
12  Number of inquiries involving complex issues received  505  368  873 
13A  Number of inquiries involving complex issues referred for further action  11  29  40 
13B  Total dollar amount referred for further action  $28,744  $5,256  $34,001 
14  Number of complex issues resolved  495  376  871 
15  Number of complex issues pending further action  24  28  28 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $4,197  $112  $4,309 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          60   
A P P E N D I X   ~   D 
Mississippi  Mississippi Department of Human Services, Division of Aging and Adult Services, Jackson 
In operation since:  July 2000 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  23  24  34 
2  Total number of volunteer training hours   320  53  373 
3  Total number of volunteer work hours  4,977  1,793  6,770 
4  Number of media outreach activities  1  525  526 
5  Number of community outreach education events conducted  50  91  141 
6  Estimated number of people reached by community outreach education 
events  5,085  11,199  16,284 
7  Number of group education sessions for beneficiaries  40  38  78 
8A  Number of beneficiaries who attended group education sessions   952  875  1,827 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  28  162  190 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  47  224  271 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   74  416  490 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  31  75  106 
10  Total number of simple inquiries received  396  632  1,028 
11  Total number of simple inquiries resolved   396  628  1,024 
12  Number of inquiries involving complex issues received  55  41  96 
13A  Number of inquiries involving complex issues referred for further action  1  3 4 
13B  Total dollar amount referred for further action  $785  $218,344  $219,129 
14  Number of complex issues resolved  54  119  173 
15  Number of complex issues pending further action  2  5 5 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          61   
A P P E N D I X   ~   D 
Missouri  SORT Program Care Connection for Aging Services, Warrensburg 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  26  32  38 
2  Total number of volunteer training hours   80  166  246 
3  Total number of volunteer work hours  537  841  1,378 
4  Number of media outreach activities  1  49  50 
5  Number of community outreach education events conducted  94  67  161 
6  Estimated number of people reached by community outreach education 
events  3,192  2,493  5,685 
7  Number of group education sessions for beneficiaries  22  105  127 
8A  Number of beneficiaries who attended group education sessions   649  3,709  4,358 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  0  12  12 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  0  27  27 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   0  51  51 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  2  4 6 
10  Total number of simple inquiries received  907  2,472  3,379 
11  Total number of simple inquiries resolved   907  2,472  3,379 
12  Number of inquiries involving complex issues received  19  15  34 
13A  Number of inquiries involving complex issues referred for further action  10  9 19 
13B  Total dollar amount referred for further action  $1,754  $379  $2,133 
14  Number of complex issues resolved  13  7 20 
15  Number of complex issues pending further action  15  58  58 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $1,100  $0  $1,100 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          62   
A P P E N D I X   ~   D 
Montana  Missoula Aging Services, Missoula 
In operation since:  July 1999  JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  42  28  44 
2  Total number of volunteer training hours   173  20  193 
3  Total number of volunteer work hours  285  182  467 
4  Number of media outreach activities  2,011  458  2,469 
5  Number of community outreach education events conducted  67  50  117 
6  Estimated number of people reached by community outreach education 
events  3,213  4,219  7,432 
7  Number of group education sessions for beneficiaries  56  46  102 
8A  Number of beneficiaries who attended group education sessions   1,494  1,156  2,650 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  87  37  124 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  123  50  173 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   141  64  205 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  72  70  142 
10  Total number of simple inquiries received  29  77  106 
11  Total number of simple inquiries resolved   29  76  105 
12  Number of inquiries involving complex issues received  10  5 15 
13A  Number of inquiries involving complex issues referred for further action  0  1 1 
13B  Total dollar amount referred for further action  $366  $0  $366 
14  Number of complex issues resolved  11  5 16 
15  Number of complex issues pending further action  9  10  10 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $112  $0  $112 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $272  $272 
17A 17D  Total savings attributable to the projects  $112  $272  $384 
 
          63   
A P P E N D I X   ~   D 
Nebraska  Nebraska Department of Health and Human Services, State Unit on Aging, Lincoln 
In operation since:  July 2000 
JanJune  JulyDec Total for 2009 
   PEFORMANCE MEASURES       
1  Total number of active volunteers  5  103  104 
2  Total number of volunteer training hours   6  2,482  2,488 
3  Total number of volunteer work hours  18  182  199 
4  Number of media outreach activities  216  69  285 
5  Number of community outreach education events conducted  183  129  312 
6  Estimated number of people reached by community outreach education 
events  9,886  15,108  24,994 
7  Number of group education sessions for beneficiaries  41  28  69 
8A  Number of beneficiaries who attended group education sessions   890  566  1,456 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  119  83  202 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  242  98  340 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   442  203  645 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  50  179  229 
10  Total number of simple inquiries received  1,045  1,969  3,014 
11  Total number of simple inquiries resolved   1,045  1,966  3,011 
12  Number of inquiries involving complex issues received  28  20  48 
13A  Number of inquiries involving complex issues referred for further action  18  14  31 
13B  Total dollar amount referred for further action  $1,125,957  $50,048  $1,176,005 
14  Number of complex issues resolved  23  17  40 
15  Number of complex issues pending further action  25  27  27 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $13,877  $13,877 
17A  Actual Medicare funds recovered attributable to the projects  $0  $65,184  $65,184 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $7,861  $7,861 
17C  Actual savings to beneficiaries attributable to the projects  $63  $2,052  $2,115 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $2,387  $43,901  $46,289 
17A 17D  Total savings attributable to the projects  $2,451  $118,998  $121,449 
 
          64   
A P P E N D I X   ~   D 
Nevada  Office of the Nevada Attorney General, Las Vegas 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  1  0 1 
2  Total number of volunteer training hours   0  0 0 
3  Total number of volunteer work hours  5  0 5 
4  Number of media outreach activities  393  7 400 
5  Number of community outreach education events conducted  16  16  32 
6  Estimated number of people reached by community outreach education 
events  3,152  3,630  6,782 
7  Number of group education sessions for beneficiaries  20  14  34 
8A  Number of beneficiaries who attended group education sessions   1,014  415  1,429 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  80  0 80 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  192  0 192 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   179  0 179 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  11  0 11 
10  Total number of simple inquiries received  14  36  50 
11  Total number of simple inquiries resolved   14  31  45 
12  Number of inquiries involving complex issues received  3  3 6 
13A  Number of inquiries involving complex issues referred for further action  0  0 0 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  3  1 4 
15  Number of complex issues pending further action  19  19  19 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          65   
A P P E N D I X   ~   D 
New Hampshire  Bureau of Elderly and Adult Services, Concord 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  28  7 29 
2  Total number of volunteer training hours   0  16  16 
3  Total number of volunteer work hours  760  1,624  2,384 
4  Number of media outreach activities  332  56  388 
5  Number of community outreach education events conducted  37  8 45 
6  Estimated number of people reached by community outreach education 
events  1,150  592  1,742 
7  Number of group education sessions for beneficiaries  21  16  37 
8A  Number of beneficiaries who attended group education sessions   543  402  945 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  8  112  120 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  55  44  99 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   45  117  162 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  1  0 1 
10  Total number of simple inquiries received  42  11  53 
11  Total number of simple inquiries resolved   42  11  53 
12  Number of inquiries involving complex issues received  20  4 24 
13A  Number of inquiries involving complex issues referred for further action  3  0 3 
13B  Total dollar amount referred for further action  $9,316  $149  $9,465 
14  Number of complex issues resolved  14  4 18 
15  Number of complex issues pending further action  16  16  16 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          66   
A P P E N D I X   ~   D 
New Jersey  Jewish Family & Vocational Services of Middlesex County, Inc., Milltown 
In operation since:  July 2001 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  11  6 15 
2  Total number of volunteer training hours   0  23  23 
3  Total number of volunteer work hours  98  31  129 
4  Number of media outreach activities  2,538  12  2,550 
5  Number of community outreach education events conducted  25  11  36 
6  Estimated number of people reached by community outreach education 
events  2,394  1,138  3,532 
7  Number of group education sessions for beneficiaries  49  77  126 
8A  Number of beneficiaries who attended group education sessions   1,997  2,766  4,763 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  452  719  1,171 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  696  911  1,607 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   1,071  1,463  2,534 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  74  126  200 
10  Total number of simple inquiries received  141  78  219 
11  Total number of simple inquiries resolved   132  77  209 
12  Number of inquiries involving complex issues received  9  3 12 
13A  Number of inquiries involving complex issues referred for further action  1  2 3 
13B  Total dollar amount referred for further action  $2,674  $0  $2,674 
14  Number of complex issues resolved  20  2 22 
15  Number of complex issues pending further action  14  15  15 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $956  $956 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          67   
A P P E N D I X   ~   D 
New Mexico  New Mexico Aging and Long-Term Services Department, Albuquerque 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  29  65  89 
2  Total number of volunteer training hours   432  2,788  3,220 
3  Total number of volunteer work hours  0  241  241 
4  Number of media outreach activities  1  8 9 
5  Number of community outreach education events conducted  242  186  428 
6  Estimated number of people reached by community outreach education 
events  39,101  20,350  59,451 
7  Number of group education sessions for beneficiaries  0  26  26 
8A  Number of beneficiaries who attended group education sessions   0  752  752 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  0  118  118 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  0  114  114 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   0  156  156 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  1  85  86 
10  Total number of simple inquiries received  0  0 0 
11  Total number of simple inquiries resolved   0  0 0 
12  Number of inquiries involving complex issues received  64  58  122 
13A  Number of inquiries involving complex issues referred for further action  19  8 27 
13B  Total dollar amount referred for further action  $50,614  $237,115  $287,729 
14  Number of complex issues resolved  58  91  149 
15  Number of complex issues pending further action  13  42  42 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $22,864  $295,136  $318,000 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $887  $1,327  $2,214 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $887  $1,327  $2,214 
 
          68   
A P P E N D I X   ~   D 
New York  New York State Office of Aging, Albany 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  387  388  388 
2  Total number of volunteer training hours   774  840  1,614 
3  Total number of volunteer work hours  506  589  1,095 
4  Number of media outreach activities  437  26  463 
5  Number of community outreach education events conducted  124  106  230 
6  Estimated number of people reached by community outreach education 
events  24,382  22,833  47,215 
7  Number of group education sessions for beneficiaries  381  109  490 
8A  Number of beneficiaries who attended group education sessions   14,747  3,634  18,381 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  0  0 0 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  0  0 0 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   0  0 0 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  2,120  1,037  3,157 
10  Total number of simple inquiries received  30  23  53 
11  Total number of simple inquiries resolved   30  22  52 
12  Number of inquiries involving complex issues received  35  77  112 
13A  Number of inquiries involving complex issues referred for further action  22  25  47 
13B  Total dollar amount referred for further action  $19,760  $7,673  $27,433 
14  Number of complex issues resolved  23  38  61 
15  Number of complex issues pending further action  121  125  125 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $630  $630 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $494  $0  $494 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $494  $630  $1,123 
 
          69   
A P P E N D I X   ~   D 
North Carolina  Department of Insurance, Raleigh 
In operation since:  July 2003 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  13  20  22 
2  Total number of volunteer training hours   115  84  199 
3  Total number of volunteer work hours  497  9,560  10,057 
4  Number of media outreach activities  1,511  1,733  3,244 
5  Number of community outreach education events conducted  36  64  100 
6  Estimated number of people reached by community outreach education 
events  12,794  810,526  823,320 
7  Number of group education sessions for beneficiaries  56  156  212 
8A  Number of beneficiaries who attended group education sessions   4,843  10,903  15,746 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  45  57  102 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  10  67  77 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   20  96  116 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  4  66  70 
10  Total number of simple inquiries received  4,431  5,415  9,846 
11  Total number of simple inquiries resolved   4,431  5,415  9,846 
12  Number of inquiries involving complex issues received  0  0 0 
13A  Number of inquiries involving complex issues referred for further action  0  0 0 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  0  0 0 
15  Number of complex issues pending further action  1  1 1 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          70   
A P P E N D I X   ~   D 
North Dakota  North Dakota Center for Persons with Disabilities, Minot State University, Minot 
In operation since:  July 2003 
JanJune  JulyDec Total for 2009 
   PEFORMANCE MEASURES       
1  Total number of active volunteers  32  11  41 
2  Total number of volunteer training hours   18  15  33 
3  Total number of volunteer work hours  131  49  180 
4  Number of media outreach activities  26  4 30 
5  Number of community outreach education events conducted  24  31  55 
6  Estimated number of people reached by community outreach education 
events  3,205  2,777  5,982 
7  Number of group education sessions for beneficiaries  24  20  44 
8A  Number of beneficiaries who attended group education sessions   359  554  913 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  104  55  159 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  138  65  203 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   210  93  303 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  23  11  34 
10  Total number of simple inquiries received  23  33  56 
11  Total number of simple inquiries resolved   23  33  56 
12  Number of inquiries involving complex issues received  2  3 5 
13A  Number of inquiries involving complex issues referred for further action  0  0 0 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  2  3 5 
15  Number of complex issues pending further action  2  1 1 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          71   
A P P E N D I X   ~   D 
Ohio  Pro Seniors, Inc., Cincinnati 
In operation since:  July 2002 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  43  31  57 
2  Total number of volunteer training hours   185  88  273 
3  Total number of volunteer work hours  235  390  625 
4  Number of media outreach activities  185  27  212 
5  Number of community outreach education events conducted  33  65  98 
6  Estimated number of people reached by community outreach education 
events  3,893  3,466  7,359 
7  Number of group education sessions for beneficiaries  20  37  57 
8A  Number of beneficiaries who attended group education sessions   429  426  855 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  48  141  189 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  48  105  153 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   104  219  323 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  1  9 10 
10  Total number of simple inquiries received  46  30  76 
11  Total number of simple inquiries resolved   44  30  74 
12  Number of inquiries involving complex issues received  6  8 14 
13A  Number of inquiries involving complex issues referred for further action  5  5 10 
13B  Total dollar amount referred for further action  $10,338  $2,941  $13,279 
14  Number of complex issues resolved  5  5 10 
15  Number of complex issues pending further action  18  20  20 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $2,211  $2,211 
17A  Actual Medicare funds recovered attributable to the projects  $0  $2,924  $2,924 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $71  $0  $71 
17A 17D  Total savings attributable to the projects  $71  2,924  2,995 
 
          72   
A P P E N D I X   ~   D 
Oklahoma  State of Oklahoma Insurance Department, Oklahoma City 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  22  51  62 
2  Total number of volunteer training hours   10  98  108 
3  Total number of volunteer work hours  646  1,803  2,449 
4  Number of media outreach activities  278  1 279 
5  Number of community outreach education events conducted  66  88  154 
6  Estimated number of people reached by community outreach education 
events  13,222  19,659  32,881 
7  Number of group education sessions for beneficiaries  146  109  255 
8A  Number of beneficiaries who attended group education sessions   5,369  3,297  8,666 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  261  253  514 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  494  482  976 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   728  570  1,298 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  2  1,286  1,288 
10  Total number of simple inquiries received  43  188  231 
11  Total number of simple inquiries resolved   43  188  231 
12  Number of inquiries involving complex issues received  5  11  16 
13A  Number of inquiries involving complex issues referred for further action  3  7 10 
13B  Total dollar amount referred for further action  $3,776  $1,792  $5,567 
14  Number of complex issues resolved  5  12  17 
15  Number of complex issues pending further action  2  2 2 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $362  $0  $362 
17A 17D  Total savings attributable to the projects  $362  $0  $362 
          73   
A P P E N D I X   ~   D 
Oregon  Department of Human Services, Seniors and People with Disabilities, Keizer 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  172  194  253 
2  Total number of volunteer training hours   537  79  616 
3  Total number of volunteer work hours  1,948  3,595  5,543 
4  Number of media outreach activities  27  1,801  1,828 
5  Number of community outreach education events conducted  100  165  265 
6  Estimated number of people reached by community outreach education 
events  4,376  28,692  33,068 
7  Number of group education sessions for beneficiaries  40  14  54 
8A  Number of beneficiaries who attended group education sessions   667  199  866 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  103  89  192 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  108  89  197 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   128  79  207 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  1,361  2,344  3,705 
10  Total number of simple inquiries received  631  797  1,428 
11  Total number of simple inquiries resolved   631  797  1,428 
12  Number of inquiries involving complex issues received  6  23  29 
13A  Number of inquiries involving complex issues referred for further action  5  14  19 
13B  Total dollar amount referred for further action  $15,000  $90,722  $105,722 
14  Number of complex issues resolved  7  17  24 
15  Number of complex issues pending further action  4  10  10 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          74   
A P P E N D I X   ~   D 
Pennsylvania  Center for Advocacy for the Rights and Interests of the Elderly, Philadelphia 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  23  23  29 
2  Total number of volunteer training hours   17  33  50 
3  Total number of volunteer work hours  209  211  420 
4  Number of media outreach activities  5  0 5 
5  Number of community outreach education events conducted  23  28  51 
6  Estimated number of people reached by community outreach education 
events  1,912  2,777  4,689 
7  Number of group education sessions for beneficiaries  21  24  45 
8A  Number of beneficiaries who attended group education sessions   361  745  1,106 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  24  21  45 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  31  31  62 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   68  38  106 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  111  165  276 
10  Total number of simple inquiries received  0  3 3 
11  Total number of simple inquiries resolved   0  3 3 
12  Number of inquiries involving complex issues received  10  3 13 
13A  Number of inquiries involving complex issues referred for further action  4  2 5 
13B  Total dollar amount referred for further action  $0  $107  $107 
14  Number of complex issues resolved  0  1 1 
15  Number of complex issues pending further action  15  21  21 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          75   
A P P E N D I X   ~   D 
Puerto Rico  Office of the Ombudsman for the Elderly, Santurce 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  10  7 10 
2  Total number of volunteer training hours   132  264  396 
3  Total number of volunteer work hours  356  240  596 
4  Number of media outreach activities  3  0 3 
5  Number of community outreach education events conducted  77  0 77 
6  Estimated number of people reached by community outreach education 
events  6,858  0 6,858 
7  Number of group education sessions for beneficiaries  23  0 23 
8A  Number of beneficiaries who attended group education sessions   555  0 555 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  44  0 44 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  61  0 61 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   104  0 104 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  0  0 0 
10  Total number of simple inquiries received  0  1 1 
11  Total number of simple inquiries resolved   0  1 1 
12  Number of inquiries involving complex issues received  0  0 0 
13A  Number of inquiries involving complex issues referred for further action  0  0 0 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  0  0 0 
15  Number of complex issues pending further action  2  2 2 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          76   
A P P E N D I X   ~   D 
Rhode Island  Department of Elderly Affairs, Cranston 
In operation since:  July 2006 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  32  155  162 
2  Total number of volunteer training hours   266  644  910 
3  Total number of volunteer work hours  461  78  540 
4  Number of media outreach activities  19  1 20 
5  Number of community outreach education events conducted  75  20  95 
6  Estimated number of people reached by community outreach education 
events  4,324  3,343  7,667 
7  Number of group education sessions for beneficiaries  24  2 26 
8A  Number of beneficiaries who attended group education sessions   452  34  486 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  49  1 50 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  69  4 73 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   96  3 99 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  23  0 23 
10  Total number of simple inquiries received  759  1,223  1,982 
11  Total number of simple inquiries resolved   753  1,222  1,975 
12  Number of inquiries involving complex issues received  5  1 6 
13A  Number of inquiries involving complex issues referred for further action  2  0 2 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  3  0 3 
15  Number of complex issues pending further action  15  42  42 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          77   
A P P E N D I X   ~   D 
South Carolina  Lt. Governors Office on Aging, Columbia 
In operation since:  July 2000 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  0  0 0 
2  Total number of volunteer training hours   0  0 0 
3  Total number of volunteer work hours  0  0 0 
4  Number of media outreach activities  0  0 0 
5  Number of community outreach education events conducted  13  12  25 
6  Estimated number of people reached by community outreach education 
events  2,240  782  3,022 
7  Number of group education sessions for beneficiaries  7  5 12 
8A  Number of beneficiaries who attended group education sessions   170  126  296 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  6  2 8 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  4  0 4 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   15  20  35 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  0  0 0 
10  Total number of simple inquiries received  182  360  542 
11  Total number of simple inquiries resolved   182  360  542 
12  Number of inquiries involving complex issues received  9  14  23 
13A  Number of inquiries involving complex issues referred for further action  3  5 8 
13B  Total dollar amount referred for further action  $607  $236  $842 
14  Number of complex issues resolved  11  30  41 
15  Number of complex issues pending further action  19  22  22 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
 
          78   
A P P E N D I X   ~   D 
South Dakota  East River Legal Services Corporation, Sioux Falls 
In operation since:  July 2000 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  24  115  119 
2  Total number of volunteer training hours   7  243  250 
3  Total number of volunteer work hours  41  102  143 
4  Number of media outreach activities  0  5 5 
5  Number of community outreach education events conducted  4  0 4 
6  Estimated number of people reached by community outreach education 
events  472  0 472 
7  Number of group education sessions for beneficiaries  2  14  16 
8A  Number of beneficiaries who attended group education sessions   100  317  417 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  59  55  114 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  24  75  99 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   33  77  110 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  32  143  175 
10  Total number of simple inquiries received  49  46  95 
11  Total number of simple inquiries resolved   49  46  95 
12  Number of inquiries involving complex issues received  0  0 0 
13A  Number of inquiries involving complex issues referred for further action  0  0 0 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  0  1 1 
15  Number of complex issues pending further action  0  0 0 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          79   
A P P E N D I X   ~   D 
Tennessee  Upper Cumberland Development District, Cookeville 
In operation since:  July 2001 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  44  73  102 
2  Total number of volunteer training hours   401  465  866 
3  Total number of volunteer work hours  97  772  869 
4  Number of media outreach activities  115  454  569 
5  Number of community outreach education events conducted  122  159  281 
6  Estimated number of people reached by community outreach education 
events  10,785  6,044  16,829 
7  Number of group education sessions for beneficiaries  49  47  96 
8A  Number of beneficiaries who attended group education sessions   1,056  1,165  2,221 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  32  3 35 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  56  16  72 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   93  23  116 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  95  8 103 
10  Total number of simple inquiries received  209  121  330 
11  Total number of simple inquiries resolved   208  120  328 
12  Number of inquiries involving complex issues received  18  26  44 
13A  Number of inquiries involving complex issues referred for further action  11  16  27 
13B  Total dollar amount referred for further action  $2,011  $0  $2,011 
14  Number of complex issues resolved  16  22  38 
15  Number of complex issues pending further action  34  52  52 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $2,338  $2,338 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $2,011  $2,011 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $2,011  $2,011 
 
          80   
A P P E N D I X   ~   D 
Texas  Better Business Bureau Education Foundation, Houston 
In operation since:  July 2002 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  2  8 9 
2  Total number of volunteer training hours   0  34  34 
3  Total number of volunteer work hours  4  17  21 
4  Number of media outreach activities  11  4 15 
5  Number of community outreach education events conducted  26  20  46 
6  Estimated number of people reached by community outreach education 
events  3,979  4,104  8,083 
7  Number of group education sessions for beneficiaries  113  69  182 
8A  Number of beneficiaries who attended group education sessions   3,359  1,935  5,294 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  124  105  229 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  137  182  319 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   255  331  586 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  1  1 2 
10  Total number of simple inquiries received  101  87  188 
11  Total number of simple inquiries resolved   101  87  188 
12  Number of inquiries involving complex issues received  24  37  61 
13A  Number of inquiries involving complex issues referred for further action  15  28  43 
13B  Total dollar amount referred for further action  $9,375  $29,363  $38,738 
14  Number of complex issues resolved  6  29  35 
15  Number of complex issues pending further action  57  72  72 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          81   
A P P E N D I X   ~   D 
Texas  The National Hispanic Council on Aging, Washington, DC 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  147  147  189 
2  Total number of volunteer training hours   505  4,835  5,340 
3  Total number of volunteer work hours  5,044  21,812  26,856 
4  Number of media outreach activities  23  18  41 
5  Number of community outreach education events conducted  37  34  71 
6  Estimated number of people reached by community outreach education 
events  1,628  6,875  8,503 
7  Number of group education sessions for beneficiaries  87  122  209 
8A  Number of beneficiaries who attended group education sessions   3,033  4,713  7,746 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  2,005  2,217  4,222 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  1,831  2,145  3,976 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   1,648  1,976  3,624 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  7,282  5,211  12,493 
10  Total number of simple inquiries received  9,828  6,056  15,884 
11  Total number of simple inquiries resolved   9,826  6,056  15,882 
12  Number of inquiries involving complex issues received  106  60  166 
13A  Number of inquiries involving complex issues referred for further action  11  12  22 
13B  Total dollar amount referred for further action  $208,539  $223,836  $432,375 
14  Number of complex issues resolved  70  9 79 
15  Number of complex issues pending further action  109  130  130 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $131,920  $0  $131,920 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          82   
A P P E N D I X   ~   D 
Utah  Utah Division of Aging and Adult Services, Salt Lake City 
In operation since:  June 2009 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  105  75  139 
2  Total number of volunteer training hours   60  699  759 
3  Total number of volunteer work hours  2,247  1,722  3,969 
4  Number of media outreach activities  41  25  66 
5  Number of community outreach education events conducted  22  35  57 
6  Estimated number of people reached by community outreach education 
events  1,864  2,668  4,532 
7  Number of group education sessions for beneficiaries  7  67  74 
8A  Number of beneficiaries who attended group education sessions   365  2,245  2,610 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  43  10  53 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  42  12  54 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   11  22  33 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  370  1,332  1,702 
10  Total number of simple inquiries received  162  1,944  2,106 
11  Total number of simple inquiries resolved   162  1,944  2,106 
12  Number of inquiries involving complex issues received  8  22  30 
13A  Number of inquiries involving complex issues referred for further action  3  17  20 
13B  Total dollar amount referred for further action  $5,277  $14,882  $20,160 
14  Number of complex issues resolved  0  61  61 
15  Number of complex issues pending further action  1  3 3 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $4,905  $4,905 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $870  $870 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $870  $870 
 
*Utah Division of Aging and Adult Services replaced Utah Legal Services, Inc., as the Senior Medicare Patrol Project in June 2009. 
          83   
A P P E N D I X   ~   D 
Vermont  Community of Vermont Elders, Berlin 
In operation since:  July 2003 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  22  37  40 
2  Total number of volunteer training hours   156  215  371 
3  Total number of volunteer work hours  310  551  861 
4  Number of media outreach activities  26  56  82 
5  Number of community outreach education events conducted  4  6 10 
6  Estimated number of people reached by community outreach education 
events  183  139  322 
7  Number of group education sessions for beneficiaries  18  13  31 
8A  Number of beneficiaries who attended group education sessions   600  309  909 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  16  12  28 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  24  15  39 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   23  25  48 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  0  0 0 
10  Total number of simple inquiries received  5  2 7 
11  Total number of simple inquiries resolved   5  1 6 
12  Number of inquiries involving complex issues received  4  3 7 
13A  Number of inquiries involving complex issues referred for further action  0  1 1 
13B  Total dollar amount referred for further action  $36,863  $0  $36,863 
14  Number of complex issues resolved  4  5 9 
15  Number of complex issues pending further action  2  3 3 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          84   
A P P E N D I X   ~   D 
Virginia  Virginia Association of Area Agencies on Aging, Richmond 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  22  94  95 
2  Total number of volunteer training hours   19  1,385  1,404 
3  Total number of volunteer work hours  340  204  544 
4  Number of media outreach activities  6  7 13 
5  Number of community outreach education events conducted  169  146  315 
6  Estimated number of people reached by community outreach education 
events  17,050  8,516  25,566 
7  Number of group education sessions for beneficiaries  43  86  129 
8A  Number of beneficiaries who attended group education sessions   984  2,100  3,084 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  22  0 22 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  26  0 26 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   44  0 44 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  8  2 10 
10  Total number of simple inquiries received  148  386  534 
11  Total number of simple inquiries resolved   148  386  534 
12  Number of inquiries involving complex issues received  8  8 16 
13A  Number of inquiries involving complex issues referred for further action  8  6 13 
13B  Total dollar amount referred for further action  $2,247  $13,160  $15,407 
14  Number of complex issues resolved  1  1 2 
15  Number of complex issues pending further action  21  21  21 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          85   
A P P E N D I X   ~   D 
Virgin Islands  Department of Human Services, Senior Citizens Affairs, St. Croix 
In operation since:  July 2005 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  29  33  39 
2  Total number of volunteer training hours   104  70  174 
3  Total number of volunteer work hours  182  463  645 
4  Number of media outreach activities  153  142  295 
5  Number of community outreach education events conducted  12  18  30 
6  Estimated number of people reached by community outreach education 
events  1,122  1,479  2,601 
7  Number of group education sessions for beneficiaries  25  27  52 
8A  Number of beneficiaries who attended group education sessions   185  259  444 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  79  104  183 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  83  75  158 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   83  133  216 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  77  67  144 
10  Total number of simple inquiries received  5  5 10 
11  Total number of simple inquiries resolved   5  5 10 
12  Number of inquiries involving complex issues received  0  1 1 
13A  Number of inquiries involving complex issues referred for further action  0  1 1 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  0  0 0 
15  Number of complex issues pending further action  1  1 1 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          86   
A P P E N D I X   ~   D 
Washington  Office of the Insurance Commissioner, Tumwater 
In operation since:  July 1999 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  24  13  26 
2  Total number of volunteer training hours   78  96  173 
3  Total number of volunteer work hours  462  861  1,324 
4  Number of media outreach activities  12  448  460 
5  Number of community outreach education events conducted  66  64  130 
6  Estimated number of people reached by community outreach education 
events  1,535  4,424  5,959 
7  Number of group education sessions for beneficiaries  29  22  51 
8A  Number of beneficiaries who attended group education sessions   797  659  1,456 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  3  14  17 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  4  22  26 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   4  27  31 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  169  282  451 
10  Total number of simple inquiries received  207  84  291 
11  Total number of simple inquiries resolved   207  84  291 
12  Number of inquiries involving complex issues received  57  139  196 
13A  Number of inquiries involving complex issues referred for further action  52  59  110 
13B  Total dollar amount referred for further action  $24,342  $1,147  $25,489 
14  Number of complex issues resolved  47  115  162 
15  Number of complex issues pending further action  41  63  63 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          87   
A P P E N D I X   ~   D 
West Virginia  AARP Foundation, Charleston 
In operation since:  July 2003 
JanJune  JulyDec Total for 2009 
   PEFORMANCE MEASURES       
1  Total number of active volunteers  63  70  76 
2  Total number of volunteer training hours   229  188  417 
3  Total number of volunteer work hours  591  1,153  1,744 
4  Number of media outreach activities  634  325  959 
5  Number of community outreach education events conducted  23  27  50 
6  Estimated number of people reached by community outreach education 
events  13,335  11,685  25,020 
7  Number of group education sessions for beneficiaries  25  26  51 
8A  Number of beneficiaries who attended group education sessions   1,770  2,745  4,515 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  88  105  193 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  162  122  284 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   185  214  399 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  395  558  953 
10  Total number of simple inquiries received  566  685  1,251 
11  Total number of simple inquiries resolved   566  685  1,251 
12  Number of inquiries involving complex issues received  26  26  52 
13A  Number of inquiries involving complex issues referred for further action  13  12  25 
13B  Total dollar amount referred for further action  $23,289  $23,305  $46,594 
14  Number of complex issues resolved  0  9 9 
15  Number of complex issues pending further action  66  121  121 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          88   
A P P E N D I X   ~   D 
Wisconsin  Coalition of Wisconsin Aging Groups, Madison 
In operation since:  July 1997 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  41  36  52 
2  Total number of volunteer training hours   8  18  26 
3  Total number of volunteer work hours  376  376  752 
4  Number of media outreach activities  4,092  52  4,144 
5  Number of community outreach education events conducted  32  35  67 
6  Estimated number of people reached by community outreach education 
events  2,638  4,932  7,570 
7  Number of group education sessions for beneficiaries  49  22  71 
8A  Number of beneficiaries who attended group education sessions   1,196  574  1,770 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  135  96  231 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  143  114  257 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   221  199  420 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  0  0 0 
10  Total number of simple inquiries received  353  263  616 
11  Total number of simple inquiries resolved   339  252  591 
12  Number of inquiries involving complex issues received  13  22  35 
13A  Number of inquiries involving complex issues referred for further action  5  2 7 
13B  Total dollar amount referred for further action  $1,887  $11,531  $13,419 
14  Number of complex issues resolved  18  17  35 
15  Number of complex issues pending further action  4  10  10 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $5,478  $5,478 
17A  Actual Medicare funds recovered attributable to the projects  $37  $0  $37 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $37  $0  $37 
          89   
A P P E N D I X   ~   D 
Wyoming  Senior Citizens, Inc., Riverton 
In operation since:  July 2000 
JanJune  JulyDec Total for 2009 
  PEFORMANCE MEASURES       
1  Total number of active volunteers  19  41  57 
2  Total number of volunteer training hours   1,499  311  1,810 
3  Total number of volunteer work hours  24  41  65 
4  Number of media outreach activities  0  1,351  1,351 
5  Number of community outreach education events conducted  3  15  18 
6  Estimated number of people reached by community outreach education 
events  20  1,426  1,446 
7  Number of group education sessions for beneficiaries  1  5 6 
8A  Number of beneficiaries who attended group education sessions   15  102  117 
8B  Increase in the number of beneficiaries who understand how reading their 
Medicare Summary Notice can help identify billing fraud or errors  0  20  20 
8C  Increase in the number of beneficiaries who understand why it is important 
to seek assistance with billing questions  0  30  30 
8D  Increase in the number of beneficiaries who know why it is important to 
protect their Medicare and Social Security numbers   0  42  42 
9  Number of one-on-one counseling sessions held with or on behalf of a 
beneficiary  0  220  220 
10  Total number of simple inquiries received  6  25  31 
11  Total number of simple inquiries resolved   6  24  30 
12  Number of inquiries involving complex issues received  0  2 2 
13A  Number of inquiries involving complex issues referred for further action  0  1 1 
13B  Total dollar amount referred for further action  $0  $0  $0 
14  Number of complex issues resolved  0  1 1 
15  Number of complex issues pending further action  1  1 1 
16  Cost avoidance on behalf of Medicare, Medicaid, beneficiaries, or others  $0  $0  $0 
17A  Actual Medicare funds recovered attributable to the projects  $0  $0  $0 
17B  Actual Medicaid funds recovered attributable to the projects  $0  $0  $0 
17C  Actual savings to beneficiaries attributable to the projects  $0  $0  $0 
17D  Other savings attributable to the projects (e.g., Supplemental Insurance)  $0  $0  $0 
17A 17D  Total savings attributable to the projects  $0  $0  $0 
          90   
 A P P E N D I X   ~   E  
 
 
 
 
 
Performance Measures Definitions 
 
 
 
The following list includes the definitions of the performance measures for 2009.
          91   
 
A P P E N D I X   ~   E  
 
 
 
Definitions 
 
 
 
ACTIVE VOLUNTEER  Individuals who donate their time to assist with implementing the 
Senior Medicare Patrol Projects (SMP) program.  Volunteers are trained to 
perform SMP work, which is conducted during their own personal time.  
They do not get paid by anyone during the time they perform this work. 
 
TRAINING SESSIONS  Formal gatherings (e.g., in person, teleconference, or Web conference) 
sponsored for the purpose of teaching or updating SMP staff and/or 
volunteers who in turn, will educate individuals to identify and report 
health care fraud, waste, and abuse.  Training sessions do not include 
informal training mechanisms, such as email updates or newsletters. 
 
 
MEDIA OUTREACH   Any individual airing or publishing of media (e.g., print, radio, television, 
ACTIVITY  or electronic) to educate about Medicare/Medicaid fraud and the services 
of the SMP program.1  
 
COMMUNITY OUTREACH/    Any education activity conducted by SMP staff or volunteer that 
EDUCATION EVENT   is not a group education session, one-on-one session, or media outreach 
activity.         
 
GROUP EDUCATION  Formal gatherings led by SMP staff or volunteers to educate 
SESSIONS   beneficiaries, family members, caregivers, and others on detecting fraud, 
waste, and abuse in the health care system and services offered by the 
SMP program.   
 
ONE-ON-ONE COUNSELING  A meeting between SMP staff or volunteer and an individual 
SESSION   beneficiary and/or his or her family for the purpose of discussing or 
gathering information about potential health care fraud, waste, or abuse.  
One-on-one counseling sessions may include beneficiary counseling, 
information gathering, or information sharing.   
 
SIMPLE INQUIRY  A brief contact initiated by a consumer and/or beneficiary that is resolved 
with minimal time and research or review.  Simple inquiries typically do 
 
1 In 2008, the Administration on Aging clarified that the Senior Medicare Patrol projects should count each time an event was aired or 
an article published.  
 
          92   
not require individual demographic or private personal information, such 
as a Medicare number or information about a medical condition.   
     
COMPLEX ISSUES   An inquiry that generally requires the SMP staff or volunteer to obtain 
beneficiary personal identifying information and detailed information 
related to the issue, complaint, or allegation in order to conduct further 
investigation or referral.  
 
COMPLEX ISSUES  A complex issue referred to a Medicare contractor,  
REFERRED FOR FURTHER   an investigative agency, or other appropriate organization. 
ACTION    
 
COMPLEX ISSUES  A complex issue successfully closed by an SMP, a Medicare 
RESOLVED   contractor, an investigative agency, or another appropriate organization. 
 
COMPLEX ISSUES PENDING   All complex issuesirrespective of when they were receivedthat 
FURTHER ACTION  are still being investigated by either the SMP or an entity to which the    
          case was referred.           
 
COST AVOIDANCE  Health care expenditures for which the Medicare program, the Medicaid 
program, a beneficiary, or other entity (e.g., secondary health insurer, 
pharmacy) was relieved of responsibility for payment as a result of the 
project. 
 
MEDICARE FUNDS  Money saved or recouped to the Medicare Trust Fund as a 
RECOVERED   result of the project.  This applies to money recouped through a Medicare 
contractor, a law enforcement agency, or directly to Medicare at the 
provider level. 
 
MEDICAID FUNDS  Money saved or recouped to Medicaid as a result of the project. 
RECOVERED   This applies to money recouped through a Medicaid Fraud Control Unit, a 
law enforcement agency, or directly to Medicaid at the provider level. 
 
SAVINGS TO THE  Money saved or recouped to an individual as a result of the 
BENEFICIARY   projects (e.g., copayments, deductibles, or any other out-of-pocket 
expenses). 
  
OTHER SAVINGS  Money saved or recouped to an entity other than the Medicare program, 
the Medicaid program, or beneficiaries (e.g., secondary health insurance), 
as a result of the project.  
          93