All Hands on Deck: State Plans for Consumer Assistance

States are currently mobilizing their efforts to provide assistance to individuals who will be able to enroll in coverage through the health insurance exchanges beginning in October. All exchanges will offer some level of enrollment assistance through Navigator, or in some case, In-Person Assistance (IPA) programs, as well as support provided by certified application counselors, exchange call centers and websites, and agents and brokers.  This State Refor(u)m webinar will highlight the key features of consumer assistance strategies being employed by exchanges. State panelists from two state-based exchanges and a state partnership marketplace will also address the varying ways that they are coordinating these efforts in their states and some of the implementation issues they anticipate facing when open enrollment begins this fall.

Webinar questions will include:

  • What is your state’s overall vision or approach to consumer assistance?
  • What is the scope and format of training offered for Navigators and in-person assisters?
  • How is your state exchange planning to handle consumer assistance hand-offs between call centers, Navigators and IPA programs and state Medicaid agencies?
  • How does your state plan to monitor and evaluate the effectiveness of consumer assistance provided?



Heather Howard, Director, State Health Reform Assistance Network


Rachel Dolan, Policy Specialist, National Academy for State Health Policy
Anita Cardwell, Policy Specialist, National Academy for State Health Policy

State Speakers

Sandra Cook, Consumer Assistance Specialist, Arkansas Health Connector
Adela Flores-Brennan, Network Assistance Manager, Connect for Health Colorado
David Van Sant, Navigator and Broker Manager, MNsure


Download the Presentation Slides (PDF) 5.2 MB


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