SHIPNPR - State Health Insurance Assistance Program National Performance Reporting Data

SHIP Customer Satisfaction Survey

The Administration for Community Living (ACL) will be conducting a SHIP Customer Satisfaction Survey over the next three years. Kansas is one of 18 SHIPs which are a part of the Year One surveys. This effort is part of the SHIP network's commitment to provide the best possible service to beneficiaries. The purpose of the survey is to measure satisfaction with SHIP Medicare counseling services, to assess how customers value the services and information they receive, to identify opportunities for continuous improvement, and to comply with regulatory requirements regarding data collection and continuous improvement.

SHIP Customer Satisfaction OEP Survey Administration Period
Monday, October 30th, 2017 through Wednesday, November 22nd, 2017

 The SHIP Customer Satisfaction Survey is a phone bank survey designed to gather input from individuals who receive SHIP counseling.

 As a phone survey, only individuals who can be reached by phone and who are interested in participating can be surveyed. To be considered as a potential survey candidate, an individual must:

  • Be a recent recipient of SHIP Medicare counseling services, and
  • Have a corresponding record in the SHIP National Performance Reporting (NPR) system that includes a complete first name, last name, and valid phone number.

To participate in the survey, a potential survey candidate must:

  • Answer the phone,
  • Agree to take the survey, and
  • Be able to recall the general timeframe and topic of the counseling session.

There will be two administration periods during the survey period, one during the OEP and one which will occur outside of the OEP. For Year 1, the OEP survey period will occur between Monday, October 30th, 2017, and Wednesday, November 22nd, 2017.

The goal for each state/territory is to collect a total of 75 survey responses. About half of the survey responses (i.e., 38 responses) will be collected during the OEP survey administration period. The remaining half (i.e., 37 responses) will be collected during the non-OEP survey administration period.

Two outside entities, CG Strategy (CGS) and Information Alliance (phone bank), are also involved in the survey process. CGS has created the survey instrument and will serve as primary point of contact for survey training, technical assistance, data collection, and analysis. They will be pulling counseling session data using National Performance Reporting (NPR) system to identify potential survey candidates and provide the list of potential survey candidates to the phone bank, Information Alliance. Information Alliance will contact potential survey respondents and conduct phone survey and provide phone survey results to CGS.

When Counselors conduct counseling sessions, they should notify counselees that they may be contacted to participate in a customer satisfaction survey. The counselor then needs to enter the counseling session data (first name, last name, and phone number) into SHIPNPR no later than one week after the date of the session.

Survey Administration Period Expectations

In order for this survey to be successful, there are several specific requirements you will be expected to adhere to during a survey administration period:

  • All counseling sessions are documented and entered into NPR no later than one week after the session date.
  • All counseling session records include counselee first name, last name, and phone number.
  • Counselors notify counselees about the survey at the end of the counseling session, using the sample language provided below as a guide.

Note that these requirements only apply during the two survey administration periods. At most, we will only have to collect and input this additional information for one OEP survey period (2-3 weeks) and one non-OEP survey period (2-3 weeks).

Survey Administration Period - Sample Script for Counselors

For counseling sessions occurring during a survey administration period, counselors should read the following message.

Thanks for visiting/contacting Senior Health Insurance Counseling for Kansas (SHICK) today. I hope the information I've provided has been helpful. My agency is currently conducting a customer satisfaction survey, so you might get a phone call from Information Alliance in the next week or two asking about your satisfaction with the help you've received today.

If you're contacted, you'll only be asked about your experience with this counseling session and won't have to provide any sensitive personal information. The caller will also give you an "OMB Control Number" (0985-0057 - provide only if asked), which will let you know that it's a legitimate survey.

Thanks again for contacting us and please let us know if you need additional assistance.

If a customer does not want to be contacted, do not collect their phone number in SHIPNPR.

A SHIP Customer Satisfaction Survey: Job Aid is available for download at the bottom of this page.

A script of the actual survey is also available for download.

Register on the SHIP NPR Website

NOTE: A unique e-mail address is required for each counselor.

  1. Go to https://shipnpr.acl.gov to register. Click the "Register" link on the left side.
    (All fields with red asterisk are required fields.)
  2. Click on the dropdown arrow in the Select Role field -- choose "Agency User".
  3. A new field "Select State" appears -- choose "Kansas".
  4. A new field "Agency" appears. Select the local agency you work with or for, from the dropdown list. (Do NOT choose any of the agencies beginning with SHICK State Office.)
  5. Enter your first and last names in the respective fields.
  6. Tab to the Primary e-mail field and enter your e-mail address. Your e-mail address will be your UserName.
  7. Tab to the password field and enter your password. As described in the yellow box labeled “Minimum Security Requirements,” your password must follow all of these rules:
    1. Your password must be between 8 and 30 characters.
    2. Your password must contain at least one uppercase (capital) letter (e.g., A, B, etc.).
    3. Your password must contain at least one digit (e.g., 1, 2, 3, etc.).
    4. Your password must contain at least one special character. Special characters can be a punctuation mark or any other symbol on your keyboard (e.g., @ ! $ % * ? +).
    5. Your password cannot include any actual words (referred to as “dictionary words”). For example, you may not use the word “book” in your password, but you may use“b00k” instead (using zeroes instead of the letter “o”). Certain common names may also not be used.
  8. Tab and enter your password again.
  9. Tab to "Primary Phone" field and enter your phone number formatted as indicated.
  10. Click on all appropriate job task functions -- this should be "Counselor" and "Data Submitter" for everyone. If you make presentations to the public, also select "Public and Media Staff".
  11. Tab to "Security Code" and type in the code in the box.
  12. Click on the Register button. If everything is correct, you will get a box saying "Success!"
  13. If you get an error on the security code field, you will have to re-enter your password before submitting again. If you can't get the registration to go through, call the State SHICK Office at 785-296-6319.
  14. IMPORTANT: You will receive an e-mail from ShipNPRHelp@technicalfrontiers.com at your registered e-mail address with a link to verify your e-mail address. You must follow the instructions in this e-mail to complete your registration.
  15. When you have verified your e-mail address, the State SHICK Office will be notified of your request for approval.
  16. When your request has been approved by the State office, you will receive an e-mail notifying you that your request for a SHIPNPR account has been approved.
  17. You can then log into your account at the same website, https://shipnpr.acl.gov.
  18. You should open the "EditMyProfile" link and review your account information. If the Zip code and County fields are incorrect, you should enter the correct information.
  19. You are now ready to enter Client Contacts (CC) and Public & Media Events (PAM).

Requesting a SHIP Unique ID

Forms

FileTypeSizeUploaded onDownload
SHIP Customer Satisfaction Survey Script OMB Control Number 0985-0057PDF460.21 KB30 Oct, 2017 Download
SHIP Survey Job Aid Year 1 OEPPDF578.10 KB30 Oct, 2017 Download
Client Contact Form User ManualPDF788.20 KB10 Jun, 2015 Download
Public and Media Form InstructionsPDF766.05 KB10 Jun, 2015 Download
CONFIDENTIALITY AGREEMENT FOR RECEIPT OF UNIQUE IDPDF19.82 KB01 Oct, 2014 Download
SHICK Public and Media Reporting (PAM)PDF89.39 KB29 Sep, 2014 Download
SHICK Client Contact FormPDF197.30 KB29 Sep, 2014 Download