CACs Serving Diverse Populations 3 — Questions and Answers
Question 1: A client with a cognitive disability needs extra time and simplified explanations to understand plan options. The CAC should:
- Refer the client to a different organization better equipped to help
- Provide assistance at whatever pace the client requires, using plain language and visual aids as needed (Correct answer)
- Complete the application on behalf of the client without explaining the options
- Limit the session to 30 minutes like any other appointment
Correct answer: Provide assistance at whatever pace the client requires, using plain language and visual aids as needed
CACs must provide reasonable accommodations, including additional time and plain-language explanations, to serve clients with cognitive disabilities.
Question 2: Which document is generally NOT acceptable as proof of lawful presence for Marketplace enrollment?
- Permanent Resident Card (green card)
- Valid unexpired passport with an I-94 arrival record
- Temporary visitor visa with no work authorization (Correct answer)
- Employment Authorization Document (EAD)
Correct answer: Temporary visitor visa with no work authorization
A temporary visitor visa alone does not confer lawful presence status required for Marketplace eligibility; lawful presence requires specific immigration statuses.
Question 3: A Native American client tells you their tribe offers its own health program. How should a CAC factor this into the enrollment discussion?
- Advise the client to drop tribal coverage and enroll only in a Marketplace plan
- Explain that American Indians and Alaska Natives have special Marketplace provisions, including cost-sharing exemptions and year-round enrollment (Correct answer)
- Tell the client they are not eligible for the Marketplace because they have tribal coverage
- Ignore the tribal coverage since it does not affect Marketplace eligibility
Correct answer: Explain that American Indians and Alaska Natives have special Marketplace provisions, including cost-sharing exemptions and year-round enrollment
American Indians and Alaska Natives have unique Marketplace benefits, including reduced cost-sharing and a special enrollment period that is available year-round.
Question 4: When assisting an elderly client who struggles with online technology, a CAC should:
- Insist the client apply online since it is fastest
- Offer paper application assistance or help navigate the online portal on the client's behalf with their consent (Correct answer)
- Tell the client to ask a younger family member to apply for them
- Limit assistance to answering questions without actually helping with the application
Correct answer: Offer paper application assistance or help navigate the online portal on the client's behalf with their consent
CACs can assist clients through the channel that best meets their needs, including paper applications, with the client's informed consent.
Question 5: A client discloses they are an undocumented immigrant. The CAC should:
- Report the client's immigration status to federal authorities
- Explain that undocumented individuals are not eligible for Marketplace coverage but may be eligible for emergency Medicaid and check if their children qualify (Correct answer)
- Enroll the client anyway since immigration status is not verified
- Refuse all assistance and ask the client to leave
Correct answer: Explain that undocumented individuals are not eligible for Marketplace coverage but may be eligible for emergency Medicaid and check if their children qualify
Undocumented individuals are not eligible for Marketplace plans but may qualify for emergency Medicaid, and CACs should check eligibility for any qualifying family members.
Question 6: A client's primary language is Somali and no interpreter is immediately available. What is the best immediate action?
- Proceed with the enrollment using gestures and pictures
- Reschedule the appointment and arrange a qualified Somali interpreter for the next session (Correct answer)
- Ask a random bilingual staff member from another department to interpret
- Send the client written materials in English and ask them to return when they understand them
Correct answer: Reschedule the appointment and arrange a qualified Somali interpreter for the next session
When a qualified interpreter is not available, rescheduling to ensure proper language access is better than proceeding without effective communication.
Question 7: A client mentions they follow dietary laws that affect whether they will use certain covered services. How should a CAC respond?
- Tell the client their religious beliefs are irrelevant to health coverage enrollment
- Acknowledge the client's values, focus on coverage eligibility, and let the client make their own healthcare decisions (Correct answer)
- Advise the client to choose a plan that excludes services conflicting with their beliefs
- Require the client to sign a waiver acknowledging their coverage limitations
Correct answer: Acknowledge the client's values, focus on coverage eligibility, and let the client make their own healthcare decisions
CACs respect clients' religious and personal values without judgment and focus on ensuring they understand their coverage options while making their own decisions.
CACs Serving Diverse Populations 3
A client with a cognitive disability needs extra time and simplified explanations to understand plan options.
The CAC should: