Attachment 1 - Performance Measure Goals.pdf

This is a Performance Measure Goals document prepared by the Administration for Community Living (ACL) for the Missouri Department of Commerce and Insurance's State Health Insurance Information, Counseling, and Assistance Services contract. The document establishes five key performance measures that bidders and contractors must meet to fulfill their obligations under this state health insurance assistance program. These measures include counseling contacts through in-person, telephone, and electronic means (target: 49,963 contacts from a population estimate of 1,294,367); outreach contacts through presentations and health/senior fairs (target: 91,382 contacts); contacts with Medicare beneficiaries under age 65, including disabled populations (target: 7,536 contacts from a population estimate of 184,251); hard-to-reach population contacts including low-income individuals at or below 150% of federal poverty level, rural county residents, and non-native English speakers over age 65 (target: 63,611 contacts from a population estimate of 827,190); and enrollment contacts for Medicare-related topics including Part D, LIS, MSP, Medicaid, Part A&B, Medigap, and Medicare Advantage services (target: 36,372 contacts from a population estimate of 1,294,367).

All five performance measures are evaluated using a Likert rating scale with success defined as achieving Average, Good, or Excellent performance levels. The goals reflect ACL's expectations for contractor performance in providing comprehensive health insurance information, counseling, and assistance services to Missouri's Medicare-eligible and low-income populations during the 2025 contract period.