For many people, Medicare can feel overwhelming. New terminology, multiple enrollment timelines and dozens of plan options often lead to confusion and stress at a moment in life when clarity matters most. At Trellis, volunteers like Jill Lord help cut through that confusion one conversation at a time.
Jill brings a lifetime of professional experience and a deep commitment to service to her volunteer role as a Minnesota Aging Pathways Medicare Counselor. After growing up in Hibbing, Minnesota, Jill built a long and varied career, primarily in human resources. She worked as a director of training, oversaw employee relations and benefits for large organizations and spent years helping employees understand and choose health insurance plans.
Jill first learned about Trellis through a friend who wanted to better understand Medicare before turning 65. The two completed SHIP (State Health Insurance Assistance Program) training together in 2020 and remain active volunteers today. “When I retired, I wanted to do something that I felt was going to make a difference for people. I wanted to use my mind and my background,” she says.
As a volunteer, Jill educates individuals about how Medicare works and the choices available to them. She leads Medicare 101 presentations and provides one-on-one counseling, guiding people through enrollment timelines, plan options and next steps. While the topic can seem complex, Jill’s approach is grounded in education and reassurance.
“I don’t expect people to leave a counseling session having made a decision about what plan to choose, just that they know the steps of what and when. My goal to educate people so they understand what they need to do.”
What keeps Jill coming back is the people she meets. Each client brings a unique story, circumstance, and set of concerns. Some arrive feeling anxious or overwhelmed, unsure where to start. Jill sees her role as creating clarity and calm—helping people understand that while there are many choices, the system itself can be navigated step by step.
One moment that stands out involved a woman facing a particularly complicated situation that included divorce, work status changes and plans to move abroad. With patience, careful explanations and the help of an interpreter, Jill was able to walk her through the implications for Medicare now and in the future. By the end of the meeting, the client clearly understood her path forward. “In the end she felt great. She knew exactly what she needed to do and how it would work,” recalls Jill.
For Jill, the most rewarding part of volunteering with Trellis is the feeling of making a difference. Helping someone leave a session less stressed and more confident is fulfilling. “It gives me a feeling of competency and of being needed. We all want that kind of feeling.”
Trellis is grateful for volunteers like Jill whose knowledge, patience and dedication help ensure people across our community can make informed Medicare decisions. Through her service, Jill exemplifies the heart of Trellis’ work: empowering people with education, clarity, and confidence at important moments in their lives.
Trellis is always looking for volunteers like Jill who want to make a difference in the lives of older adults and caregivers. If you are interested in volunteering with Trellis, visit the volunteer page on our website to see all of our volunteer opportunities.