In a world often focused on challenges, it’s refreshing to hear stories of dedication, compassion, and the profound rewards of serving others. Hayley Wood, MCOA’s Economic Security and Outreach Manager, offers a unique perspective, shaped by her years as a senior center director and her deep commitment to human-centered service.
Hayley’s journey into council on aging services began with a desire to make a more direct, human impact. “I was feeling like the service I wanted to provide…I wanted it to be a little more human, centered and based on people experiencing need,” she explains. This drive helped her transition from a foundation grant officer to an Ombudsman volunteer, then a care advisor, and eventually, a dedicated outreach coordinator and senior center director.
Her experiences painted a vivid picture of the realities faced by older adults, from transportation challenges and limited family support to the critical issue of housing. But it also illuminated the crucial role of benefits enrollment for economic security. As Hayley explains, “Outreach Coordinators and other COA staff—often directors—work one on one with community residents to access public benefits that will save them money.” She underscores that “no entity in federal, state, or municipal government is handing out money to people who need it, so COA professionals guide people who are looking for ways to spend less to important programs like SNAP for food, Home Energy Assistance Program for fuel assistance, MassHealth, and the Medicare Savings Program.”
Hayley witnessed firsthand how these programs could transform lives. “In 2024 the Medicare Savings Program, formerly known as Senior Buy In, eliminated the asset test, so many thousands more older adults are eligible to get health costs defrayed and to no longer have to pay their $185/month Medicare Part B Premium. These programs alone have the potential to save income-eligible older adults in MA thousands of dollars a year.”
Now, in her role at MCOA, Hayley serves as a vital conduit between senior centers and broader initiatives, not just in housing but also in economic security. “MCOA creates and promotes multiple opportunities for COA staff who provide social services to learn and connect with each other,” she notes. “Our multiple partners regularly offer webinars, conferences, coalition membership, and more to our network. We help highlight those opportunities as well as devising our own ways to support the outreach sector of our network.”
Hayley recognizes the challenges older adults face in navigating these vital programs. “Every one of these programs has a distinct application and process, although MassHealth is now incorporating a SNAP application. Many older adults feel discouraged by bureaucratic processes, which are frequently poorly communicated by the agencies that lead the programs, particularly if older adults that need them are going through difficulties.”
This is where the direct support of COAs becomes indispensable. “Outreach Coordinators, Directors, and often volunteers and the state’s Options Counselors will know eligibility requirements for all of these programs and do an initial screening with a “client,” and also help fill out applications in person, or handle an online application. COA staff often assist clients who don’t have or use computers, and they often help clients who have trouble organizing complex paperwork.” And, as Hayley points out, “COAs also host SHINE Counselors, volunteers who are trained to help Medicare enrollees compare and evaluate their options and also screen their clients for MSP and MassHealth eligibility.”
Hayley’s commitment to professional development is evident. She recognizes the dedication of senior center professionals to continuous learning and growth, especially in areas like benefit enrollment and navigating complex systems. “The appetite for opportunities to learn and talk and have also peer-to-peer conversations about complicated scenarios is so strong with this group of professionals,” she observes.
Hayley’s Advice for New Directors and Outreach Workers:
- Eat lunch with your staff and participants: “Eat lunch together,” she advises, emphasizing the importance of building community and fostering connections. “Our friendships grew, and our relationships with participants…we formed a little community at lunch every day.”
- Embrace the power of listening: “You see the value of listening. You can see someone often soften and get some relief…If you really just give a hoot, and listen, and be quiet.”
- Acknowledge and document your accomplishments: “I did a little creative journal, and I wrote a list of things that I’d done, seen and heard in the day, and I drew a little picture of myself in the scene.”
- Forge friendships: “The gift of the job is the relationships; lean into it.”
- Practice self-care: “Take some time, take an hour, and talk to someone; you deserve it.”
Key Takeaways:
- The power of human-centered service lies in building meaningful relationships and providing compassionate support to older people, including vital assistance with economic security and benefit enrollment.
- Even in the face of complex challenges, small acts of kindness and attentive listening can make a significant difference for aging adults.
- Continuous learning and professional development are essential for those serving older adults, especially in navigating complex benefit systems.
- Building community and fostering connections among staff and participants creates a supportive and enriching environment.
Hayley Wood’s story is a testament to the power of dedication, compassion, and the rewards of serving others. Her experiences remind us that even in the face of adversity, we can find joy and purpose in making a positive impact on the lives of those around us, ensuring they have access to the resources and support they need to thrive.
