Contact Center Staff

Contact Center Staff

Nationwide Toll-free Number: 877-808-2468 Hours: Monday through Friday, 9:00 a.m. – 5:30 p.m. Eastern Time Email: We will return calls and emails in a timely fashion – no later than 2 business days.

Street Address

SMP National Resource Center, Northeast Iowa Area Agency on Aging, 3840 W. 9th St., Waterloo, Iowa 50702

Mailing Address

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

Resource Center Staff

  • Abby Batterson: SMP Resource Center SMP Interactive Media Manager. Manages, maintains, and develops resources for social media; develops the monthly Social Media Bulletin; coordinates, creates, and/or reviews the development of national videos, media tutorials, and micro-learning materials; manages the national mobile application and coordinates/updates content; manages website oversight and updates; develops media kits; distributes SMP resources; tracks Center grant report information; assists with SMP Resource Library users, resources, and SMP contact lists; answers Center toll-free number and emails sent to
  • Heather Flory: SMP Resource Center Training Manager. Coordinates and hosts Center-sponsored web events; coordinates development and updates of volunteer training manuals, kits, self-paced training, and other resources; implements training for the SMP data reporting system and other national initiatives; answers training questions.
  • Sara Lauer: SMP Resource Center Systems Manager. Provides one-on-one assistance with the SMP data reporting system and responds to emails sent to; answers questions about SMP performance measures and complex interactions; responds to emails sent to; provides one-on-one assistance with TRAX: Training Tracker and responds to emails sent to; assists in developing and updating training manuals, kits, self-paced training, and other resources. 
  • Nicole Liebau: SMP Resource Center Director. Manages the Center’s coordinated efforts with the Administration for Community Living; promotes national SMP visibility and exhibits at national conferences; provides technical assistance in developing written materials, webinars, and other Center products; manages the new director mentor program; coordinates the SMP Monthly Networking Calls; provides one-on-one assistance with conflicts of interest and responds to emails sent to
  • Maureen Patterson: SMP Resource Center Editorial Manager. Manages all editing and review efforts of publications, resources, and all Center content, including gathering and/or writing, editing, proofreading, and consulting with subject-matter experts. Ensures that all news is up to date on Center platforms, including the website and national mobile application. Publications include a bimonthly newsletter (Medicare Messenger), a biweekly newsletter (SMP News), and the monthly What’s New at Maintains partnerships with outside contributors and contributes articles on timely topics to their publications. 
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