A day in the life of a Carelon prevention, education, and outreach manager
What is your job like?
“I plan member education and outreach initiatives for Carelon’s Prevention, Education, and Outreach (PE&O) Department,” says Sue Klaus, M.Ed., Manager, PE&O, Carelon. “We operate in eleven counties in western Pennsylvania.”
The PE&O Department provides HealthChoices members information about managed care, wellness, recovery, and navigating the behavioral health care system. PE&O serves adults, children, youth/young adults enrolled in the program. The staff assists members in understanding their rights and responsibilities, identifying community supports and resources, and information on wellness and recovery.
“With the help of my two staff, we plan and write the member newsletter, create handbooks, plan and facilitate member and family forums, run outreach events, and occasionally help write RFPs,” explains Klaus. “It’s interesting, as two days are never the same.”
What are the family forums and outreach events?
Holding member family forums is one of Klaus’s favorite parts of the job. “We plan the forums with guidance from the members and their families. Members help to choose speakers and plan leadership awards for the membership. For example, one of our awards is exceptional parent giver. My team gathers nominations for forum awards, and we sit as a group with the members, go through the nominations, determine winners through a membership voting process. We attract over 500 people to our three regional forums each year.”
Forums have featured speakers such as a comedian with lived experience in mental illness, an expert on parenting with mental illness, a consultant on health and wellness relaxation techniques, and a provider on proper eating habits.
Outreach events are very effective in attracting attendees from the local communities. “We see anywhere from 75-200 people attending each event,” says Klaus. The events include:
- Suds of Love – programs held at local laundromats, covering laundry costs for all attendees
- Grab and Go – partnerships with individual counties, offering items to community members not covered through medical assistance, such as cleaning and sanitary products
- Backpack events – backpacks full of food distributed to select school districts, delivered to teachers to hand out to kids with food insecurities
Can you share a case in which you made the most difference?
“Suds of Love is one of my favorite events. The counties love them, and the clients love them,” shares Klaus. “At one local laundromat event, a veteran came in. He didn’t want to accept money to pay for his laundry, as he was too prideful. I encouraged him to let me pay, and he eventually agreed. He ended up calling his mom, telling me that he had her on the phone. He said, ‘I have my mom on phone, talk to her, please.’ His mom said, ‘thank you for taking care of my son.’ It was so rewarding to hear that feedback, as well as see so many people come in with their laundry.”
How did you land your role at Carelon?
“I come from an education background, as I started my career as a teacher. I loved teaching, and I was in the field for many years, working with special needs youth. I also loved working with my students’ family members.
“When my old position phased out, I came on board with Carelon as an aftercare coordinator in the clinical division in 2004. I was eventually promoted to a management position, and I’ve been in my current role since 2008. I love it,” shares Klaus.
What inspires you the most about your role?
“The community support meetings are wonderful. I love being able to help people experiencing mental illnesses, helping them to get resources, learn their rights, and be advocates for themselves.
“I love getting out into the field with the members and interacting with them. It’s rewarding seeing them thrive and make progress. It’s great hearing from providers who care so much for their members. I love hearing all the stories and resilience from members, their families, and hearing their stories of recovery.”
