When contacting the ARC, please give representatives time to look up your information and consumer personally identifiable information (PII) in the system. It is important to allow time as not all PII is located on the same page in each system. There are many times when the Assister ID and name are given quickly followed by the three pieces of consumer PII. Your call to the ARC will be more efficient if you slowly provide this information in the following order:

1. Your Assister ID and name
2. The reason for your call (such as status of an application or user ID and password reset)
3. Three PII for the consumer

Any time the ARC performs a username and password reset, they are also able to look for open cases and can alert an assister if a case is open that would prevent a consumer from applying.

It is also important to remember, if a consumer has an urgent medical situation and cannot create an online account to submit an application, a paper application should be used for escalation. In these situations, it is not recommended to wait for a manual account request to be processed.

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