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Bringing ACA Navigators to SCLD

The Spokane County Library District (SCLD) has taken significant steps to assist individuals in accessing health coverage through the Affordable Care Act (ACA). Initiated from a personal interest in 2013, SCLD collaborated with local agencies to provide trusted support in enrollment. Through 40-50 hours of training, library staff became Navigators, offering guidance on Apple Health and Qualified Health Plans. With a focus on continuous improvement, SCLD plans to expand its navigator team and enhance outreach programs while maintaining a commitment to reliable, community-focused service.

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Bringing ACA Navigators to SCLD

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  1. Bringing ACA Navigators to SCLD Aileen Luppert aluppert@scld.org 509-893-8437

  2. How It Began • Personal interest and March 2013 Spokesman series led to permission to follow WA Health Benefit Exchange’s “Countdown to Coverage” • Attended Exchange webinars and phone meetings with Exchange’s Outreach • Listened to webinars • WebJuction featured Waukegan Public Library

  3. Should SCLD Lead or Follow? • Researched other library plans • Posters, flyers, web links, programs • Staff Navigator Concerns • Training was 40-50 hours • To many unknowns • Liability

  4. Persistent Partners • Better Health Together (BHT) named lead agency for Spokane County • BHT contact led to meeting with Community Minded Enterprises (CME)

  5. “The Meeting” with CME • What did the navigator training really entail? • Who was doing the training? • What was the timeline? • Why have library staff trained to do this?

  6. Why not have library staff trained? • Library seen as a trusted, neutral and, safe • Public would have questions and NEED to enroll • DSHS no longer filing role • Comfortable helping without deciding • Like FASFA or job applications • Have enough staff resources • Have successful system (BaL) • “Appointment Only” meant needs met with minimal staff • More efficient to have few experts

  7. SCLD Navigators

  8. Managing Requests • Used “Book a Librarian” model • Email or calls funneled to intranet • Navigators@scld.org or 509-893-8400

  9. Appointments • Met in conference rooms or private places

  10. Individuals Enrolled 62% Apple Health and 38% QHP

  11. Partnerships and Relationships

  12. Recognition

  13. Consider Your Library • Plan programming or drop-in sessions • Ask them to consider a staff expert • Basic ACA, Apple, QHP and poverty level info • Invite staff to view training webinars • Ask to demonstrate HealthPlanFinder site • Offer printed materials • Encourage them to join email lists or watch for ones you forward

  14. Remember Your Library • Multiple locations • Open afterhours and 7 days a week • Computers, laptop labs, copiers, and scanners • Conference and meeting rooms • Meet with clients • Presentations

  15. Plans for the Future • Committed to maintaining our navigators’ training. • May add between 1 and 3 more • Navigator staff will continue enrolling individuals in Apple Health year round. • Arrange for more informational sessions in the fall. • Small Business Health Options Plan?

  16. Questions for the Future • Enrollment/Renewals be like last year • Will partnerships be terminated? • Tax implications and penalties • Educate staff about ACA tax penalty • Where to refer complaints and appeals • Overpayment/Underpayment scenarios • SHOP/Business resource • Customer Service support for Navigators

  17. Questions? • Navigators • Navigators@scld.org • 509-893-8400 • Aileen Luppert • aluppert@scld.org • 509-893-8437 Thank you!

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