The following are tips to help maximize your time, improve hold times and ease assister experience during OE:

Manual Account Requests: The ARC is unable to verify usernames for these requests through email. A call must be made to the ARC and 3 pieces of PII must be provided to check status on a manual account request.

The following is a list of common issues which prevent the processing of manual account requests:

• The form is not signed by the consumer. A typed name on the signature line of the form is not acceptable as a signature.
• Missing a second form of verification if selecting from the second set of possible options on the form.
• Foreign passports cannot be accepted.
• Illegible verification documents. We must be able to verify that the individual on the form matches the verification.
• Verification documents that are expired cannot be accepted.

Please submit manual account requests via email, fax is an alternate option. However, a request should not be submitted multiple times or through more than one method. Duplicate requests will all be processed and result in the consumer having multiple accounts.

Checking the status of an enrollment: We have many assisters calling to check status after completing an enrollment through the new online enrollment system. The ARC team’s view of the enrollment status is the same that you will see after completing an online enrollment. We kindly ask that you not call if you are able to verify an enrollment online. Rest assured, if you can see it, you have successfully completed it!

Status Request: Rather than spending time on hold waiting to obtain information about a case, submit a /assister-central/navigator-one-stop/essential-tools/index.jspCSR form. This form is an excellent way to submit inquiries about cases. There are designated staff members who respond to these forms each day.

On the form, use the “Notes” field to be specific about what information you are requesting, and if we have them, we will provide you with the details you need.

As always, for all status requests, please submit a Case Status Request form which can be found under /assister-central/navigator-one-stop/essential-tools/index.jspEssential Tools in Navigator One Stop.