The National Consumer Protection Technical Resource Center: The Center of Service & Information for SMPs

About Us

Contact Us

Nationwide Toll-free Number: 877-808-2468. Callers receive information about the SMP program and are connected to the SMP in their state if they need individual assistance.

Hours:  Monday through Friday, 9:00 a.m. – 5:30 p.m. Eastern Time


We will return calls and emails in a timely fashion – no later than 2 business days.

Street Address 

National Consumer Protection Technical Resource Center
Northeast Iowa Area Agency on Aging
2101 Kimball Ave., Suite 320
Waterloo, Iowa  50702

Mailing Address 

National Consumer Protection Technical Resource Center
Northeast Iowa Area Agency on Aging
P.O. Box 388
Waterloo, Iowa  50704-0388

Resource Center Staff

  • Shirley Merner: NEI3A  Consumer Protection Division Director: Both The Center and the Iowa SMP are housed in the NEI3A Consumer Protection Division; hosts the monthly SMP networking Mentor Calls; promotes national SMP visibility., 319-874-6851
  • Ginny Paulson: SMP Resource Center Director: Responsible for overall Center activities and resources; SMART FACTS system oversight; policy questions., 319-358-9402
  • Heather Flory: SMP Resource Center Program Training Manager: Responsible for SMART FACTS training and other webinars; provides one-on-one help for SMART FACTS data entry/policy questions., 319-874-6844
  • Maureen Patterson: SMP Resource Center Media Manager: Manages Center website, SMP Resource Library, newsletter (The Sentinel), SMPs in the News, and What's New at; helps reporters with stories., 319-351-9753
  • Carol Dahms: SMP Resource Center Administrative Assistant: Maintains SMP contact lists; answers Center toll-free number, 877-808-2468, answers emails sent to; coordinates SMP Unique ID with 1-800-Medicare., 319-874-6852
  • Sara Lauer: SMP Resource Center Program Specialist: Responsible for technical assistance and updating SMART FACTS manual, formatting new manuals and resource development for the VRPM project., 319-874-6859