Office of Individual and Family Affairs (OIFA)

The Office of Individual & Family Affairs promotes recovery, resiliency and wellness for individuals and families of choice who may face physical or behavioral health as well as 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 integrated physical and behavioral health systems.


Supporting You & Your Family of Choice

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.
    Contact Colleen
  • Member Advocacy, Senior Manager: JoAnne “Jo” Kautzman, MA
    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.
    Contact Jo

All Member Advocates bring their own unique lived experiences to their roles as peers and/or family’s members being involved with justice, substance use, veteran, adult and children’s systems as well as experience with children with special physical and behavioral health care needs. Meet our member advocates below.

  • Veteran and Military Services Member Advocate: Gerald “Jerry” Mills 
  • Adult Member Advocate: Andrew “Drew” Fleming, BS
  • Children’s Rehabilitative Services (CRS) Member Advocate: JoAnn “Jodi” Goguen, MSW
  • Children’s Member Advocate: Luisa Milazzo, BSW 

Reach the OIFA Team at OIFATeam@bannerhealth.com. 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.

Peer and Family-run organizations are service providers owned, operated and administrated by persons with or family members of individuals with lived experiences of mental health and/or substance use disorders. These organizations are based in the community and provide support services.

The resources provided below are for peers, families, and providers. Thank you for allowing us to be your partner in health and well-being!

Peer-Run Organizations

Family-Run Organizations

Sign up to get the latest news and announcements from AHCCCS OIFA.


Get Involved

Banner – University Family Care (B – UFC) is here to offer you that hope and support, help you learn ways you can get involved in your recovery, improve your health and wellness and create life goals.

Whether you’re a member or family member, peer, advocate, behavioral or physical health provider, neighbor or friend, we need your input to help improve physical and behavioral health across Arizona.


There are many ways you can get involved!

Recovery comes from learning, support, hard work, and hope.

See below for ways to you can get involved.