Ohio Senior Health Insurance Information Program (OSHIIP) - The Ohio Senior Health Insurance Information Program (OSHIIP), part of the Ohio Department of Insurance (ODI), aims to enhance its statewide network of certified Medicare counselors, partners, and organizations over the next five years. This project builds on our existing infrastructure with the goal of improving outreach, information delivery, and overall outcomes for Ohio Medicare consumers, as well as their family members and caregivers. OSHIIP is a centralized SHIP program, housing paid staff and disseminating all statewide resources from the ODI office in Columbus Ohio. The SHIP base grant award funds state staff, our national toll-free hotline and language services, and specific grant requirements including travel to the OHIC National conference, oversight of reporting and data analysis, and necessary printing and postage. OSHIIP will leverage past successes while embracing innovation to address the increasing complexities of Medicare for a growing population. Our objectives include: 1. Delivering exceptional service through up-to-date, accurate, and confidential Medicare training for staff and volunteers. 2. Building capacity by implementing effective Volunteer Risk and Program Management policies and procedures. 3. Achieving operational excellence in all performance measures through data-driven strategies. 4. Establishing a foundation for long-term sustainability and growth by increasing awareness, knowledge, and visibility of our program. Key deliverables will include a hybrid of in-person and web-based resources such as public education and outreach (in-person and web-based), comprehensive counselor and staff training, assistance with complex casework, educational publications, and confidential one-on-one counseling sessions (in-person and web-based).