Clients send the packets back by mail or in person. Staff then decide whether each person needs a one-on-one appointment or a group session of six to eight people, held in person, by phone or by mail.
Rural seniors are the toughest to reach, especially those who cannot easily get to Amarillo. "It can be a bit of a challenge at times," said Anna Ojeda, operations coordinator for the agency. "I want them to know that they are not alone."
Open enrollment runs through Dec. 7, and officials urge seniors on a drug plan or a Medicare Advantage plan to check their coverage for 2027. Anyone helping with enrollment should ask for medications, doctors and pharmacy so the plan still works. A drop box sits on the first floor of the office.
Michelle Surache, a benefits counselor for the agency, said staff are not there to make the decision. They want to give seniors the information so they can decide for themselves.
Ojeda estimates the Panhandle has around 90,000 seniors, and the agency has one Medicare Benefits Counselor.