Artificial Intelligence (AI) tools are emerging in software, systems, and platforms. These tools may assist with administrative tasks, resource database management, quality assurance, transcription, analytics, or direct consumer interactions. This webinar shared key findings from a national survey on AI use in Information & Referral/Assistance (I&R/A) programs. The survey gathered data on how I&R/A programs are using, or considering, AI tools, and what policies and practices are in place. Participants also heard about experiences and lessons learned from the Eldercare Locator for a contact center perspective on AI applications.

This webinar was held on October 27, 2026

IQ Category: Consumer Access to Services 

Making Medicare Affordable: What Every I&R Specialist Should Know

Information and Referral (I&R) professionals play a key role in connecting beneficiaries to programs that make Medicare affordable, yet many eligible individuals remain unenrolled. This webinar provided an overview of Medicare Savings Programs (MSPs), the Part D Low-Income Subsidy (Extra Help), and Medicare preventive benefits, including eligibility and potential savings. Participants learned about practical tools and resources available through MIPPA, the National Council on Aging, and ADvancing States. 

This webinar was held on June 23, 2026.

IQ Category: Medicaid, Medicare and Health Care Coverage

This session presented person-reported data from across state long-term service and support systems (LTSS) in 2024–2025, offering a ground-level view of quality, access, and unmet needs. Attendees explored what the data reveals about the lived experiences of LTSS participants — and what it means for policy, practice, and advancing quality service delivery.

This webinar was held on July 8, 2026.

IQ Category: Advancing Quality  

Understanding Self-Neglect: A Conversation for I&R/A Professionals

This conversation-based webinar explored self-neglect and its intersection with Information & Referral/Assistance (I&R/A) services. Through guided discussion, panelists shared practical insights on collaboration, communication strategies for complex situations, and the role of community touchpoints in supporting individuals and connecting them to resources. This session was designed to provide real-world perspectives for frontline professionals.

This webinar was held on April 16, 2026.

IQ Category: Preventing Abuse and Exploitation 

This webinar covered Medicare basics, including eligibility, services, coverage options, cost assistance programs, and cost-sharing/coordination with Medicaid. The webinar will also address Medicare counseling through the State Health Insurance Assistance Program or SHIP.

This webinar was held on March 25, 2026

IQ Category: Medicaid, Medicare and Health Care Coverage