ACA Communication & Stakeholder Engagement 3 — Questions and Answers
Question 1: Under the ACA, which entity is responsible for training and certifying Navigators to assist consumers?
- The state or federal exchange that awards Navigator grants (Correct answer)
- The Department of Health and Human Services Secretary personally
- The Internal Revenue Service
- The National Association of Insurance Commissioners (NAIC)
Correct answer: The state or federal exchange that awards Navigator grants
Navigator grantees (typically the exchange or grant recipient) are responsible for ensuring training and certification requirements are met.
Question 2: A stakeholder engagement plan for an ACA outreach campaign should include which key element?
- Identification of target audiences and their specific information needs (Correct answer)
- A list of plans to avoid recommending to consumers
- Scripts that discourage questions from community members
- A strategy to minimize contact with advocacy organizations
Correct answer: Identification of target audiences and their specific information needs
Effective stakeholder engagement plans identify audiences and tailor messaging to their specific needs and barriers.
Question 3: When explaining cost-sharing reductions (CSRs) to a client, which statement is accurate?
- CSRs are only available on Silver plans purchased through the marketplace (Correct answer)
- CSRs apply to all metallic tier plans purchased on or off the marketplace
- CSRs reduce monthly premiums for all income levels
- CSRs are automatically applied to Bronze plans for low-income enrollees
Correct answer: CSRs are only available on Silver plans purchased through the marketplace
Cost-sharing reductions are only available to eligible individuals who enroll in Silver plans through the marketplace.
Question 4: Which communication approach is most appropriate when discussing a sensitive health topic with a client during ACA enrollment assistance?
- Use plain language, ensure privacy, and follow the client's lead (Correct answer)
- Share the client's information with community partners to provide better help
- Ask the client detailed medical questions to determine the best plan
- Avoid the topic entirely to prevent discomfort
Correct answer: Use plain language, ensure privacy, and follow the client's lead
Privacy, plain language, and client-centered communication are core ethical standards for enrollment assisters.
Question 5: A Navigator is approached by a local TV station wanting to interview them about ACA enrollment. What is the best course of action?
- Consult with their organization's leadership and follow media engagement protocols before agreeing (Correct answer)
- Agree immediately and share client success stories with names and details
- Decline all media requests as prohibited by ACA regulations
- Refer the reporter directly to individual clients for interviews
Correct answer: Consult with their organization's leadership and follow media engagement protocols before agreeing
Navigators should follow their organization's media protocols and never share client information without explicit consent.
Question 6: Which ACA outreach strategy is most effective for reaching young adults aged 18–26?
- Social media campaigns and peer-to-peer outreach through colleges and universities (Correct answer)
- Television advertisements during daytime programming
- Direct mail to parents' households only
- Phone calls from insurance agents during business hours
Correct answer: Social media campaigns and peer-to-peer outreach through colleges and universities
Young adults are best reached through digital platforms and trusted peer channels like campus organizations.
Question 7: During a community meeting, a stakeholder argues that the ACA's essential health benefits are unnecessary mandates. How should an enrollment assister respond?
- Provide factual information about what essential health benefits cover and why they were included in the law (Correct answer)
- Agree with the stakeholder to avoid conflict and move on
- Argue that the stakeholder is wrong and the ACA is perfect as written
- Refuse to engage with political topics and end the meeting
Correct answer: Provide factual information about what essential health benefits cover and why they were included in the law
Enrollment assisters should remain neutral and provide accurate, factual information about ACA provisions without taking political positions.
ACA Communication & Stakeholder Engagement 3
Under the ACA, which entity is responsible for training and certifying Navigators to assist consumers?