Assister Resource Center Service Policy
Administrative policy on the Assister Resource Center service line.
This policy applies to navigators and certified application counselors (CACs).
Terms and Definitions
- Assister: for the purposes of this policy, assister refers to navigators and certified application counselors (CACs).
- ARC: Assister Resource Center
- LEC: life event change
- MAXIS: A legacy computer system used by Minnesota state and county workers to determine eligibility for public assistance and health care.
- METS: Minnesota Eligibility Technology System
- Mixed eligibility: household with eligibility in more than one program
- MMIS: Medicaid Management Information System: DHS system for billing and payments for Minnesota health care programs.
- Personally identifiable information (PII): Any information about an individual maintained by an agency, including 1) any information that can be used to distinguish or trace an individual's identity, such as name, Social Security number, date and place of birth, mother's maiden name, or biometric records; and 2) any other information that is linked or linkable to an individual, such as medical, educational, financial and employment information.
- SEP: special enrollment period
The Assister Resource Center (ARC) is a group of call center representatives dedicated to supporting the functions of certified navigators and CACs (hereafter referred to as “assisters”).
The following is a guideline to information and services the ARC can and cannot provide to assisters.
- Certified assisters can call the ARC at 833-541-7698 (toll-free) or 651-539-2098 (local).
- Certified assisters can email inquiries to firstname.lastname@example.org. Emails containing personally identifiable information (PII) must be sent by secure email (see Secure Email Policy for instructions). The ARC will respond to emailed inquiries within one business day.
- Certified assisters can fax documents to the ARC at 651-431-7572. Please refer to specific policies regarding what types of documents can be faxed.
This policy contains information on the preferred method of contacting ARC for a number of scenarios, or who to contact if the ARC is unable to assist. Please note that the following is not a complete list of all questions ARC is able to respond to.
Procedures for requesting assistance from ARC, including password resets, manual account creation, case status requests, reporting life events, verifications and more.