Office of Individual and Family Affairs (OIFA)

The Office of Individual and Family Affairs (OIFA) promotes recovery, resiliency, and wellness for individuals with mental health and substance use challenges.

We build partnerships with individuals, families of choice, youth, communities, organizations and we collaborate with key leadership and community members in the decision making process at all levels of the behavioral health system. 

Member Advocacy

OIFA extends supports to individuals and their families as they navigate the health care system. We offer support and guidance wherever and whenever it is needed.  

Be Your Own Advocate:

  • Voice: You are your best advocate. Speak up to ensure that you receive the medical and behavioral health services that you need. You are a vital part of a service delivery team and an
    equal partner in the planning and delivery of services.
  • Choice: You have the right to request covered services and choose where to receive these services within your network.
  • Be Involved: You have a right to be actively involved in the service planning process. The plan focuses on you and your needs. You can ask your OIFA Team about your covered service options.

Need further advocacy support and guidance? Connect with a B – UFC/ACC Member Advocate.

Recovery and Support

Recovery is Possible for Everyone We Serve.

Recovery is a process of change through which individuals improve their health and wellness, live self-directed lives, and strive to reach their full potential.  

OIFA supports individuals and their families in their recovery journey. Recovery-oriented care and recovery support systems help individuals with behavioral and substance use challenges to manage their conditions successfully.  

We believe that our members and their families have the right to be empowered by having their voices heard and being active participates in their care and the decisions being made regarding their health and well-being. 

Meet the OIFA Team

  • OIFA Administrator: Colleen McGregor, MADM, MPH
    Colleen brings her own lived experience as a peer and family member to her role, overseeing OIFA and the Member Advocacy.   She supports the peer and family run programs ensuring peer and family support are available to all members and families.  She establishes structures to promote diverse youth, individual and family voice in health plan decision-making and advocates for the development of culturally inclusive environments that are welcoming to individuals and families.  
  • Member Advocacy, Senior Manager: JoAnne “Jo” Kautzman
    Jo brings her lived experience as a family member to her role and leverages her depth of knowledge of general mental health and substance use services to her role to oversee the Member Advocacy component of OIFA. She works with her team of Member Advocates to address and resolve barriers that affect service delivery and member satisfaction and works to communicate and disseminate information to members to educate and empower individuals and families in their own healthcare decision making.
  • Veteran and Military Services Member Advocate: Gerald “Jerry” Mills 
  • Adult Member Advocate: Andrew “Drew” Fleming 
  • Children’s Rehabilitative Services (CRS) Member Advocate: JoAnn “Jodi” Goguen 
  • Children’s Member Advocate: Luisa Milazzo


Reach the OIFA Team at We are here to help!

Peer and Family Resources

As a member of Banner – University Family Care/AHCCCS Complete Care, we want to provide you and your family with community resources. The resources provided below are for peers, families, and providers. Thank you for allowing us to be your partner in health and well-being!

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