Appendices

Appendix A - Budget Worksheet and Sample Spreadsheet

Appendix B - Legislation

• California - Confidentiality
• New Jersey - Managed Health Care Consumer Assistance Program
• Texas - Educational Services Under Medicaid Managed Care
• Vermont - Office of Health Care Ombudsman

Appendix C - Sample Memorandums of Understanding

• Health Consumer Alliance (CA)
• Starlink (TX)

Appendix D - Heatlh Rights Hotline Advisory Committee

• Membership List
• Roles and Responsibilities

Appendix E - Focus Groups

• Participant Solicitation Letter
• Discussion Guide

Appendix F - Sample Requests for Proposals (RFPs)

• Public Relations and Communications
• Telephone System
• Computer System and Criteria for Evaluating Software Programs
• Evaluation

Appendix G - Job Descriptions

• Administrative Assistant
• Communications & Outreach Coordinator
• Health Care Rights Counselor
• Health Care Surveyor
• Health Policy Analyst / Staff Attorney
• HICAP Volunteer Counselor
• Information Systems & Facilities Manager
• Office Manager
• Program Director
• Receptionist / Office Assistant
• Supervising Counselor

Appendix H - Counselor/Volunteer Training Elements

• Health Rights Hotline Counseling Training Program
• Health Consumer Alliance Training Manual (CA)
• "Starlink" Training Manual (Texas)
• Ombudsman Training Manual (Vermont)
• Health Insurance Counseling and Advocacy Program Volunteer Training Manual (CA)

Appendix I - Health Rights Hotline Library Reference Manuals

Appendix J - Print Material Comprehension and Readability Questionnaire

Appendix K - Scripts of Recorded Educational Messages

Appendix L - Advertising

• Media Options Memo
• Storyboards for English and Spanish TV commercials

Appendix M - Health Rights Hotline Standard Letter to Callers

• Close / No Contact / No Enclosure
• Close / No Contact / W/Enclosure
• Individual Health Plans
• No Referral / Print / Closed
• No Referral / Print / Open
• Referral / Closed / No Print
• Referral / Open / No Print
• Referral / Print / Closed
• Referral / Print / Open
• Warning

Appendix N - Health Rights Hotline Revised Intake System, May 1999

Appendix O - Health Rights Hotline Data Definitions

• Required Data Fields
• Issue Categories
• Health Conditions
• Service Provided

Appendix P - Description of Health Rights Hotline Reports

Appendix Q - Determining Statistical Significance

• Formula for Determining Statistical Significance
• Sample Project Significance Assessment

Appendix R - Baseline Survey of Sacramento Area Health Care Consumers, 1998

Appendix S - Follow-up Survey of Hotline Callers