It is important that the ARC provides information within our privacy requirements. Privacy issues can happen if a consumer overhears another consumer’s information that they are not authorized to have. 

An assister can call in by themselves and ask about three cases/consumers. 

• If you call by yourself, please do not add a consumer during part of the call. We need to make sure that information from others is not shared with that person.
• If you have a subsequent case to check on about a consumer that is there with you, please call back with that consumer. 

An assister can call with a consumer.

• Please give the three identifiers associated with the consumer with you - not anyone else such as spouse or child. The consumer may not be on that person’s case and if they are not, the information from the other case cannot be shared. You must also identify all persons present at the outset of the call.
• Usernames for people other than the consumer you are calling with can only be given if there is an open case with the account owner’s relationship to the consumer you are calling with specified. 
• When calling with a consumer, only that person can be looked up during the call. If you have more cases to call about, please call back without the consumer. More than one consumer should not be in the same room when you call. 
• Consumers are required to be there when: requesting a password reset, reporting a life event change, reporting a qualifying event for special enrollment, or changing an enrollment.