ACA FAQs

Hello,

We have been conducting the first of the ACA trainings and have had some questions.  Suzy asked me to post them in case other people have had similar questions.

1.            For those who are disabled/handicapped will we be filling out applications for them?

•             We will never fill out applications for customers. Our role is to link them to the resources as we do for taxes, immigration, housing, etc.

2.            Will the navigator organizations be working with HPL or ever available at HPL? Who are the navigators specifically?

•             Navigators have not been identified as of yet. They are still going through the interview process to select them. Our (HPL's) role is not to be a liaison for the ACA or its navigators. We only provide access to computers and point the public to the resources. Customers will need to reach out to navigators or community helpers independently.  We can, however, point them to contact information for these various services.

3.            When will the resource list handout for staff to handout be available?

•             Our Communications Dept. is currently looking at what (if anything) we should produce in terms of collateral (resource lists, handouts, bookmarks, etc). We very well may receive these items from IMLS, so we are waiting for more information at this time.

4.            When will the paper application be available?

•             The official application will be available to all on October 1st.  That is all we know at this point. No new information has been released.

5.            Should we ever be typing anything for people on their applications, preliminary questionnaire?

•             We should only assist with access to computers and the official website if needed. We never assist with typing applications/questionnaires. We should never handle customer confidential information such as insurance information, bank account information, social security #, etc. This has always been a department rule of thumb.

6.            Should we be walking people through enrollment or questionnaires in Telephone Reference?

•             No, we will not function in this capacity. Again, we are only pointing customers to the official website and ACA resources.

7.     Can staff answer questions about benefits or partial benefits that customers may be eligible for? 
•     Staff should NOT provide customers with information about possible benefits.  Our role is to provide access to computers and point customers to the ACA resources on the official website.  Customers would need to complete the questionnaire and/or application in order to find out what benefits they qualify for 

 

8.  Will there be a link on our website to the available resources

•    Virtual Services is working on adding a link.  We will let you know when it is available.  For now it is always best to refer questions to www.healthcare.gov.  They have live chat and telephone numbers for people who have questions.
 

 
Let us know if the are other questions.

Thanks,

Laurie