Behind the Scenes with a SHINE Volunteer

Over 400 strong, MVES volunteers contribute thousands of hours of service to elders. Elaine O’Brien, who has been volunteering for the SHINE (Serving Health Insurance Needs of Elders) program for a year and a half, recently talked with us about volunteering and the upcoming challenges that the SHINE program faces.

SHINE Counselor Elaine O'Brien assists a caller with a question.

Editor: Why do you volunteer?

E. O’Brien: When I retired, I didn’t like it! I missed work, although I didn’t want to work eight hours every day. I like to be occupied and to stay busy. Volunteering provides some structure and I feel useful because I can help other people.

Editor: How did you start volunteering for MVES?

E. O’Brien: Shortly after I retired, I had a question about my retiree health insurance. BlueCross BlueShield couldn’t answer my question and they referred me to the SHINE program. I talked with a SHINE counselor and realized that what he was doing might be something I would enjoy.

Editor: What do you like about the SHINE program?

E. O’Brien: I like the SHINE program because it helps people…health insurance is complicated and we’re thrown into it…I’ve always followed my own health insurance very carefully…so being a SHINE volunteer was a natural fit. People need plain language [with health insurance] and I enjoy assisting them.

Editor: What are some common questions you’re asked as a SHINE counselor?

E. O’Brien: Many people call SHINE when they turn 65. They want to know what Medicare is and how they sign up. I talk with people who are new to Massachusetts and want to know about medigap programs (supplemental insurance for Medicare) and eligibility requirements. I also help people with MassHealth and Prescription Advantage.

Editor: You mentioned prescription drugs. What about Medicare Part D?

E. O’Brien: There's a lot of confusion about Medicare Part D, the new Medicare benefit that may help seniors reduce their cost of prescription drugs. People need to at least consider signing up for Part D because in certain circumstances, if they wait [to sign up], they may be penalized. Medicare Part D will have many plans...it will be a lot of information for seniors to follow. For SHINE counselors, a big help will come when the Centers for Medicare & Medicaid Services has their web-based Plan Selection Program up and running. Hopefully, that program will help us quickly determine which plans best suit a particular person's needs.

Editor: What is most challenging about volunteering?

E. O’Brien: As I SHINE volunteer, the most challenging part is keeping all the information straight. With a new program such as Medicare Part D, there’s a lot of information to remember.

Editor: What is the most enjoyable part?

E. O’Brien: Talking to people. I talk to so many interesting people. And, it feels good when you help people.

Editor: What would you tell someone who is considering volunteering?

E. O’Brien: You get so much back. Find something that you really like to do. Volunteering keeps your brain working. It keeps you involved in the world.