MassOptions: A Centralized Information and Referral Platform to Connect Consumers to Appropriate LTSS Services

Monday, September 18, 2017
MassOptions Promising Profile cover page

The National Association of States United for Aging and Disabilities (NASUAD) has identified the MassOptions free online and helpline service as a “promising practice” in a set of Technology in Practice profiles. MassOptions was launched in 2015 by UMass Medical School, UHealthSolutions and the Massachusetts Executive Office of Elder Affairs.

The goal of MassOptions was to create one centralized, innovative technological resource to connect individuals to multiple long-term services and supports (LTSS). In addition to operating a customer service contact center, MassOptions has a state-of-the-art website with links to information about the range of LTSS options available, the ability for consumers to complete a self-service referral, online chat support, robust search functions, the ability for consumers to submit questions and feedback, and a fully translated Spanish site.

NASUAD also recognized MassOptions with its Technology in Practice award, which was presented at the National Home and Community Based Services (HCBS) Conference in August.