New PACE Mystery Shopper Study

NPA has released its latest PACE Mystery Shopper Study, partnering with Second To None, a consumer experience research organization, to assess state and local counseling services. The goal of the study is to determine counselors’ awareness of PACE when responding to individuals seeking information about long-term services and supports for a loved one or themselves.

The most recent wave of the study was conducted in 2018 for six states: California, Massachusetts, Michigan, New York, North Carolina and Pennsylvania.

In 2016 a study was conducted in California, Michigan, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Texas, Virginia and Wisconsin.

Report on Role of I&R/A Entities

The National PACE Association (NPA) has published a new report on The Role of Information & Referral/Assistance Entities in Beneficiary Choice of Provider Options.

The primary focus of the report is to provide PACE programs with a landscape of the informational services available for aging adults, to understand the role of Information & Referral/Assistance (I&R/A) Entities in their service area to ensure the appropriate entities are aware of PACE and able to share accurate information with beneficiaries, and to equip PACE organizations with information to advocate for the development of I&R/A Entities that are accessible and timely, comprehensive and competent, and conflict-free.

The core principles of I&R/A Entities are similar across the nation, but the implementation of programs varies by state. The report provides examples of how programs are operationalized differently across states, with a focus on California, Michigan and Pennsylvania.

Resources for Designing Effective Options Counseling Programs

The following resources can assist states in designing effective options counseling programs:


There are more than 260 PACE centers in 31 states. Find your local PACE program.

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