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    State Approaches to Consumer Assistance Training

    *Chart updated March 6, 2014

     

    With open enrollment underway, exchanges are mobilizing their efforts to provide assistance to individuals who will begin enrolling in coverage options in October. This chart highlights the approaches states have taken to develop education and training for the individuals who will provide enrollment assistance through Navigator, In-Person Assister (IPA) and Certified Application Counselor (CAC) programs.

    Like all State Refor(u)m research, this chart is a collaborative effort with you, the user. State Refor(u)m captures the health reform comments, documents, and links submitted by health policy thinkers and doers all over the country.  And our team periodically supplements, analyzes, and compiles this key content.

    In this chart, we’ve relied heavily on the consumer assistance RFPs issued by exchanges. Know of something we should add to this compilation? Eager to update a fact we've included? Your feedback is central to our ongoing, real-time analytical process, so tell us in a comment, or email the author with your suggestion. She can be reached at rdolan@nashp.org.

     

    State

    Model[1]

    Program[2]

    Awarded Grants? [9]

    Training Entity

    Training Format/

    Curriculum

    Hours

    Testing

    Other Conditions of Certification

    Evaluation

    Continuing Education

    (Who is conducting training)

    (Online, in-person, computer based)

    (What testing requirements are in place)

    AL

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule[3]

    Up to 30 hours

    80% score on test

    AL

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    AK

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    AK

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    AZ

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    AZ

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    AR

    SPE

    Navigator

    Guide Program

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Background check, fee. Enacted SB 1189 requires licensure for guides, CACs and navigators.

    AR

    SPE

    IPA

    Guide Program

    Yes

    AR Dept. of Higher Education will coordinate training program.

    Phase One outreach & education training offered in person through July 2013, then online; Phase Two federal training online only; Phase Three state-specific training TBD. IPA Orientation available

    Phase One training approx. 40 hours; Phase Two estimated to be approx. 20 hours, Phase Three TBD

    Tests at end of each training phase & a comprehensive final test after all three training phases

    Background check, fee. Enacted SB 1189 requires licensure for guides, CACs and navigators.

    Performance metrics include enrollment, outreach & education measures & administrative & enrollee satisfaction metrics; must be submitted monthly

    Ongoing training as required

    AR

    SPE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    Background check, fee. Enacted SB 1189 requires licensure for guides, CACs and navigators.

    CA

    SBE

    Navigator

    Certified Enrollment Counselors

    No

    In person, computer based; curriculum available 11/1

    2 days

    CA

    SBE

    IPA

    Certified Enrollment Counselors

    No

    In person, computer based

    3 days

    80% pass rate required

    Fingerprint and background check

    CA

    SBE

    CAC

    CO

    SBE

    Navigator

    Connect for Health Assistance Network (CHAN) (Navigators & IPAs both called Health Coverage Guides)

    Yes

    Training curriculum provided by Connect for Health Colorado (C4HCO) to assistance sites that will hire, train & supervise Health Coverage Guides

    Both online and in person; train the trainer model; available summer 2013

    TBD, but likely a total of 43 hours

    Passing a training assessment

    Employment at assistance site; background check

    Evaluated based on metrics such as progress toward expected outreach, service & enrollment outcomes, meeting certification requirements & customer satisfaction

    Participate in training updates as necessary

    CO

    SBE

    IPA

    Connect for Health Assistance Network (CHAN)

    Yes

    Training curriculum provided by Connect for Health Colorado (C4HCO) to assistance sites that will hire, train & supervise Health Coverage Guides

    Both online and in person; train the trainer model; available summer 2013

    TBD, but likely a total of 43 hours

    Passing a training assessment

    Employment at assistance site; background check

    Evaluated based on metrics such as progress toward expected outreach, service & enrollment outcomes, meeting certification requirements & customer satisfaction

    Participate in training updates as necessary

    CO

    SBE

    CAC

    Yes

    80% or better pass on training

    Satisfy standards including disclosure of conflicts of interest

    CT

    SBE

    Navigator

    Yes

    Training provided by Access Health CT (Exchange)

    In person; train the trainer; training will cover a range of topics & will be more intensive than training providing assisters

    Up to 40 hours

    In person, multiple choice test: 80% pass rate required

    Background check

    Evaluated based on a range of outcomes related to outreach, enrollment, customer satisfaction, application accuracy & engagement of regional stakeholders & assisters

    CT

    SBE

    IPA

    Access Health CT Assister Program

    Yes

    Training provided by Access Health CT (Exchange)

    In person; training topics include health coverage, Medicaid, CHIP & other federal benefit programs, handling health & financial information, understanding insurance, customer service, presentation skills & best practices

    Up to 30 hours

    In person, multiple choice test: 80% pass rate required

    Background check

    Evaluated based on 5 outcome measures related to outreach & enrollment

    CT

    SBE

    CAC

    DC

    SBE

    Navigator

    No

    DC

    SBE

    IPA

    In-Person Assister Program

    Yes

    Training & certification provided by DC Health Benefit Exchange

    Both online and in person; range of training topics outlined in RFA, such as eligibility & enrollment rules & how to help consumers compare QHP options

    Approx. 30 hours

    Must pass competency test

    Background check

    Metrics such as number of applicants assisted, enrolled & referred to other resources; tracked through web portal

    DC

    SBE

    CAC

    DE

    SPE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    DE

    SPE

    IPA

    Marketplace Assister Program

    Yes

    Training provided by state

    In person or online; training modules on a range of topics will be offered & modules specific to eligibility & enrollment to be conducted late summer 2013

    Testing will occur at various points throughout training process

    Background check

    Marketplace assister entities may be regularly evaluated on site & state may request performance monitoring of individual marketplace assisters

    Potential recertification after first year & every two years after that

    DE

    SPE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    FL

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted SB 1842 requires navigators to register with Dept. of Financial Services & pay a fee

    FL

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    GA

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted HB 198 establishes license requirements for navigators and CACs, including additional training and examination.

    GA

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    Enacted HB 198 establishes license requirements for navigators and CACs, including additional training and examination.

    HI

    SBE

    Navigator

    Hi'i Ola Program (Navigators & IPAs both called marketplace assisters/Kokua)

    Yes

    Hawaii Health Connector

    85% pass rate required

    Background check

    Regular financial & performance reports required related to outreach & enrollment as well as review through on site visits of marketplace assister organizations, audits & customer satisfaction surveys

    Ongoing training as required by the Connector; also annual certification

    HI

    SBE

    IPA

    Hi'i Ola Program

    Yes

    Hawaii Health Connector

    85% pass rate required

    Background check

    Regular financial & performance reports required related to outreach & enrollment as well as review through on site visits of marketplace assister organizations, audits & customer satisfaction surveys

    Ongoing training as required by the Connector; also annual certification

    HI

    SBE

    CAC

    ID

    SBE

    Navigator

    Consumer Connectors

    No

    ID

    SBE

    CAC

    IL

    SPE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    Enacted SB 1194 requires certification by the Director of Insurance.

    IL

    SPE

    IPA

    Illinois Assister Program

    Yes

    Navigators & In-Person Counselors (IPC) will receive nearly identical training; state-specific training for IPCs will be provided by the University of Illinois-Chicago

    Online federal training & in person state training; training curriculum being developed by University of Illinois-Chicago

    In person training 2-3 days long

    Must pass written test

    Fingerprint-based background check

    Applicants are required to develop program performance goals related to anticipated enrollment numbers

    Continuing education for IPCs required

    IL

    SPE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    TBD by the Director of Insurance.

    IN

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    IN Code 27-19 and HB 1319 establish certification requirements and fees.

    IN

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    IN Code 27-19 and HB 1319 establish certification requirements and fees.

    IA

    SPE [4]

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted HF 2465 requires licensure and passing a written examination.

    IA

    SPE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    KS

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    KS

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    KY

    SBE

    Navigator [5]

    No

    Delay in implementation of Navigator program

    KY

    SBE

    IPA

    kynector Program

    Yes

    Kentucky Health Benefit Exchange

    80% pass rate required

    Background check

    Performance measures related to application completion, outreach, focus on high need populations, operations, cost effectiveness & consumer satisfaction; also potential incentive payments based on percentage of completed applications from uninsured population

    Annual recertification & continuing education

    KY

    SBE

    CAC

    LA

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Promulgated regulations requires registration and reporting.

    LA

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    ME

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted HP 1098 requires background check and a certification and training program.

    ME

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    MD

    SBE

    Navigator

    Regional Connector Entities

    Yes

    RFP for training curriculum and delivery contract awarded to GP Strategies Corporation

    In person; RFP outlines broad headings of Policies and Procedures, Individual Affordability Programs, & Maryland Health Connection

    120 hours

    Final exam

    Evaluated based on factors such as 1) impact on enrollment 2) enrollment of vulnerable/hard-to-reach populations 3) whether or not steering is occurring 4) consumer satisfaction 5) level of effort required to enroll an individual (bonuses based on enrollment targets)

    Yes, annually

    MD

    SBE

    IPA

    Assisters

    Yes

    RFP for training curriculum and delivery contract awarded to GP Strategies Corporation

    Train the trainer; curriculum for navigators is to be modified for assisters

    60-80 hours

    Final exam

    MD

    SBE

    CAC

    Training curriculum specified in regulations.

    Final examination (passing score TBD)

    Not be a navigator or assister; be of good character and trustworthy

    Certification every two years.

    MA

    SBE

    Navigator

    Yes

    Building off of existing consumer assistance program, training will be provided to CBO partners by Health Care for All & Health Law Advocates

    In person; Phase 1 of training will focus on ACA concepts & policies; Phase 2 will focus on products & plans; Phase 3 expected to address additional system functionality

    Phase 1 will be two days; Phase 2 will be three days; Phase 3 TBD

    MA

    SBE

    CAC

    MI

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    MI

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    MN

    SBE

    Navigator

    Yes; existing Minnesota Dept. of Human Services (MNCAA) Program

    MN

    SBE

    IPA

    In-Person Assister Program

    Yes

    Online

    TBD

    Final exam, 70% or better score on each course

    Background check

    Performance metrics that assess outreach, education & enrollment assistance; specific requirements will be outlined in award; grantees may also be subject to monitoring & audits

    MN

    SBE

    CAC

    Applications accepted on rolling basis

    Online

    70% or better score on each course

    MS

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    MS

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    MO

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted SB 262 requires passing an exam, licensure and a fee

    MO

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    MT

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted HB 250 requires development of navigator training & certification program; includes fee

    MT

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    Enacted HB 250 requires development of CAC training & certification program.

    NE

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted LB 568 requires navigator registration & payment of small registration fee

    NE

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    NV

    SBE

    Navigator

    Yes

    NV Div. of Insurance

    Training includes general exchange and health coverage issues as well as topics such as eligibility requirements & appeal & security

    20 hours for DOI certification, 4 additional for exchange

    Pass certification exam with 80% or better upon completing training

    Background check & exchange enrollment facilitator certification (training plus pass exam with 70% or better)

    2-5 outcomes that measure success in reducing uninsured individuals & families

    Exchange may require annual continuing education

    NV

    SBE

    IPA

    Enrollment Assisters

    Yes

    NV Div. of Insurance

    Training includes general exchange and health coverage issues as well as topics such as eligibility requirements & appeal & security

    Training includes general exchange and health coverage issues as well as topics such as eligibility requirements & appeal & security

    Pass certification exam with 80% or better upon completing training

    Background check & exchange enrollment facilitator certification (training plus pass exam with 70% or better)

    2-5 outcomes that measure success in reducing uninsured individuals & families

    Exchange may require annual continuing education

    NV

    SBE

    CAC

    NV Div. of Insurance

    Training includes general exchange and health coverage issues as well as topics such as eligibility requirements & appeal & security

    Training includes general exchange and health coverage issues as well as topics such as eligibility requirements & appeal & security

    70% on pre-certification course; 80% on certification exam

    Background check

    NH

    SPE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    NH

    SPE

    IPA [6]

    No

    NH

    SPE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    NJ

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    NJ

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    NM

    SBE

    Navigator

    Healthcare Guides (Navigators and IPAs both called Healthcare Guides)

    No

    NM Health Insurance Exchange will provide training & certification

    Likely to be mostly online; guides will be trained to explain coverage options & refer customers to additional resources

    At least 30 hours

    Background check

    NM

    SBE

    IPA

    Healthcare Guides (Navigators and IPAs both called Healthcare Guides)

    No

    NM Health Insurance Exchange will provide training & certification

    Likely to be mostly online; guides will be trained to explain coverage options & refer customers to additional resources

    At least 30 hours

    Background check

    NM

    SBE

    CAC

    NY

    SBE

    Navigator

    Facilitated Enroller (Navigators and IPAs both called Facilitated Enroller)

    Yes

    NY Dept. of Health (DOH)

    Online (webinar-based) & in person; may include train the trainer; curriculum under development & training module will include topics such as eligibility & enrollment rules & underserved & vulnerable populations

    IPA/Navigator contractor will monitor productivity and submit reports; contractors with substandard performance will not be reimbursed

    Potential ongoing training

    NY

    SBE

    IPA

    Facilitated Enroller

    Yes

    NY Dept. of Health (DOH)

    Online (webinar-based) & in person; may include train the trainer; curriculum under development & training module will include topics such as eligibility & enrollment rules & underserved & vulnerable populations

    IPA/Navigator contractor will monitor productivity and submit reports; contractors with substandard performance will not be reimbursed

    Potential ongoing training

    NY

    SBE

    CAC

    NC

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    NC

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    ND

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    ND

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    OH

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted HB 3 establishes certification requirements, including a background check and fee.

    OH

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    OK

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    OK

    FFE

    CAC

    Ongoing

    CMS

    Online

    5 hours

    80% score on test

    OR

    SBE

    Navigator

    Assisters (Navigators, CACs and IPAs are called Assisters)

    Yes

    OHA or Cover Oregon (Exchange)

    Both online and in person

    <1 day online, 8 in person

    Complete course

    Background check and must have liability & auto insurance

    Certification & training must be renewed annually

    OR

    SBE

    IPA

    Assisters

    Yes

    OHA or Cover Oregon (Exchange)

    Both online and in person; online module

    <1 day online, 4 in person

    Background check and must have liability & auto insurance

    Certification & training must be renewed annually

    OR

    SBE

    CAC

    Assisters

    Yes

    OHA or Cover Oregon (Exchange)

    Both online and in person; online module

    <1 day online, 4 in person

    Background check and must have liability & auto insurance

    Certification & training must be renewed annually

    PA

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    PA

    FFE

    CAC

    Ongoing

    HHS

    Online

    5 hours

    80% score on test

    RI

    SBE

    Navigator

    Assisters (Navigators and IPAs are both called Assisters)

    No

    Network manager entity

    In person, train the trainer; exchange will develop most of the core curriculum for assister training

    Pass/fail written exam

    Performance-based evaluation metrics in process of development but could include enrollment rates of certain demographic groups & customer service

    Continuing education will likely be required by the exchange

    RI

    SBE

    IPA

    Assisters

    No

    Network manager entity

    In person, train the trainer; training will depend on role configuration

    Pass/fail written exam

    Performance-based evaluation metrics in process of development but could include enrollment rates of certain demographic groups & customer service

    Continuing education will likely be required by the exchange

    RI

    SBE

    CAC

    SC

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    SC

    FFE

    CAC

    Ongoing

    HHS

    Online

    5 hours

    80% score on test

    SD

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    SD

    FFE

    CAC

    Ongoing

    HHS

    Online

    5 hours

    80% score on test

    TN

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted SB 1145 and regulations establish certification and background check requirements.

    TN

    FFE

    CAC

    Ongoing

    HHS

    Online

    5 hours

    80% score on test

    Enacted SB 1145 and regulations establish certification and background check requirements.

    TX[7]

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted SB 1795 allows the state to set additional certification and training requirements beyond federal requirements.

    TX

    FFE

    CAC

    Ongoing

    HHS

    Online

    5 hours

    80% score on test

    UT

    FFE [8]

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted HB 160 establishes licensure and background check requirements.

    UT

    FFE

    CAC

    Ongoing

    HHS

    Online

    5 hours

    80% score on test

    VT

    SBE

    Navigator

    Yes

    Online and in-person

    24 hours

    Complete training program & pass exam

    Must disclose criminal history

    Monthly reporting requirements related to engagement & enrollment goals

    4-12 hours over course of year

    VT

    SBE

    CAC

    Online and in-person

    24 hours

    Complete training program & pass exam

    VA

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted H2246 regulates navigator activities.

    VA

    FFE

    CAC

    Ongoing

    HHS

    Online

    5 hours

    80% score on test

    WA

    SBE

    Navigator

    No

    Exchange will provide materials; lead organization trainer staff will conduct training

    Course outline covers 6 modules

    40-50 hours

    Exam

    Evaluation measures include assessing the number of actions taken in the appplication & enrollment process

    WA

    SBE

    IPA

    Yes

    Exchange will provide materials; lead organization trainer staff will conduct training

    Self-study, moderated webinars, and/or classroom training; competencies written into RFP; course outline covers 6 modules

    40-50 hours

    Content-based certification exam

    Background check

    Enrollment data tracked & reported by key performance measures listed in RFP

    Follow up training to communicate new requirements; periodic recertification will be required

    WA

    SBE

    CAC

    80% score on qualifying examination

    Disclose conflicts of interest; background check

    WV

    SPE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    WV

    SPE

    IPA

    No

    Performance measures include enrollment performance related to vulnerable & hard-to-reach populations & consumer satisfaction

    WV

    SPE

    CAC

    Ongoing

    HHS

    Online

    5 hours

    80% score on test

    WI

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    Enacted legislation 2013 WI Act 20 establishes licensure and training requirements, including 16 hours of prelicensing training and a written examination.

    WI

    FFE

    CAC

    Ongoing

    HHS

    Online

    5 hours

    80% score on test

    Includes 16 hours of prelicensing training and a written examination.

    WY

    FFE

    Navigator

    Yes

    CMS

    Online

    Training module standards in final rule

    Up to 30 hours

    80% score on test

    WY

    FFE

    CAC

    Ongoing

    HHS

    Online

    5 hours

    80% score on test

    Notes: 

    [1] All exchanges are required to have a Navigator program and a CAC program. An IPA program is required for SPEs that have opted to manage consumer assistance functions, but is optional for state-based exchanges (SBEs). There will be no IPA program in states with FFEs. The Navigator and CAC programs and associated training is managed by the federal government in states with federally facilitated exchanges (FFEs) and partnership exchanges (SPEs). State-based exchanges are designing their own Navigator training.  Need help keeping track of all of the different consumer assistance programs and roles of each? Use this CMS resource.

    [2] Links to RFP where available. Unless otherwise linked to another source, information is derived from the RFP.

    [3] According to final regulations, federal navigator training will include training on QHPs, insurance affordability programs, tax implications of enrollment decisions, basic concepts about health insurance, eligibility and enrollment rules, providing culturally and linguistically appropriate services, ensuring accessibility, understanding differences among health plans, privacy and security, working with individuals with limited English proficiency, customer service standards, outreach and education strategies, and administrative rules.

    [4] Iowa is a plan management partnership state and is not taking on any consumer assistance functions.

    [5] Due to federal funding rules, some SBEs are delaying the implementation of their Navigator program and are opting to have their IPA program provide the primary consumer assistance functions of the exchange during the initial stages of implementation.

    [6] NH has not yet released information about the state's IPA program; consumer assistance activities are currently on hold due to state-level funding delays.

    [7] In September Texas Gov. Perry directed the Texas Department of Insurance to develop additional regulations for federal navigators, such as requiring navigators to complete at least 40 hours of state training in addition to the mandatory federal training, submit to regular background and regulatory checks and other requirements.

    [8] In UT the federal government will operate the individual exchange and the state will operate the SHOP exchange as well as a SHOP-specific Navigator program.

    [9] Column includes "approved" CACs, even if they do not receive grants. In FFE and partnership states, there is no limit to the number of CAC organizations that can apply and there is no deadline for applications (p.5 and 6 of FAQ).

     

    Produced by Rachel Dolan, Anita Cardwell and Leo Quigley

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    Comments

    Illinois is requiring both Navigators and IPAs to receive the federal as well as the state training.

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