by Mashi Nyssen
When the Eaton Fire swept through her Southern California neighborhood in Altadena, Portia Mason lost more than her home — she lost her sense of security. Blind due to glaucoma and living alone with her loyal chihuahua, Chiquita, Mason was overwhelmed by the devastation.
“Losing everything — every little thing that gave me comfort and security — was overwhelming,” said Mason. “It’s been difficult, but having the right support, like from Blue Shield Promise, has helped me find a path forward.”
Mason is a member of Blue Shield TotalDual Plan (HMO D-SNP), which serves Medicare and Medi-Cal members through Blue Shield Promise in San Diego and Los Angeles Counties. As part of the health plan’s D-SNP, she receives coordinated Medicare and Medi-Cal benefits — and, as she discovered, much more.
A lifeline after the crisis
Following the Eaton fire, which began on January 7, 2025, Mason received support from Blue Shield’s D-SNP social worker and Blue Shield Promise’s Community Support Program. On February 28, a Blue Shield team visited Mason in person to help her access Federal Emergency Management Agency (FEMA) services, assisting with paperwork and handling email communications, ensuring she could remain safely housed in a local hotel while a longer-term solution was identified. These services are part of a broader set of supports available through California Advancing and Innovating Medi-Cal (CalAIM), which provides medically appropriate, cost-effective alternatives to traditional care. This includes housing navigation services for members facing health risks and housing instability.
The program continues to support Mason and has identified a potential apartment, expected to be available later in the year. Blue Shield of California senior social worker Jennifer Romo provides ongoing assistance as Mason navigates the fire recovery process, including connecting her to Meals on Wheels in Pasadena for free, daily hot meals delivered to her hotel.
"Our dedicated team of social workers is there for members every step of the way,” said Romo. “For Portia, it was important not just to address her physical health but to ensure her emotional well-being. We understand the toll disasters like these can take, and we are here to make sure that our members don’t face these struggles alone."
Mason shared that without her eyesight, she’s faced barriers in accessing information and services after the fire, heightening her stress — and she’s turned to Romo for help.
"Jennifer has been my lifeline. She reached out regularly to check on me, offered support and helped me get connected with resources I never knew existed — community support for housing, Meals on Wheels, as well as behavioral health services," said Mason. "She was always there to guide me through the complex process of managing my health care and finding the resources I needed."
Hope for the future
Today, as Mason reflects on her experience, she remains deeply grateful for the support she’s received from Blue Shield of California and Blue Shield Promise and the Altadena community. Although she still faces challenges, she’s determined to keep moving forward.
“Portia’s story is a powerful example of resilience in the face of tragedy,” said Alex Uhm, vice president and general manager of Medicare at Blue Shield of California. “We’re proud to provide the resources that support Portia’s recovery, ensuring she has access to critical services during this time. Our goal is to continue providing care that helps people thrive, especially when they need it the most.”
For more information about available resources, including housing assistance, transportation and healthcare benefits through the D-SNP plans, visit Blue Shield TotalDual Plan (HMO D-SNP) | Blue Shield Medicare.