Engaging Limited-English Proficient and Rural Populations with In-Person Assistance

Enroll America released a new issue brief, Making the Connection 2.0: Insights Into In-Person Assistance from the Get Covered Connector. They looked at data from Enroll America’s in-person assistance scheduling tool, the Get Covered Connector, during the third open enrollment period (OE3). The brief has findings on consumers’ behaviors and needs regarding in-person assistance, as well as, for the first time, a look at the success of the Connector at engaging limited-English-proficient and rural populations, two groups that remain uninsured at disproportionately high rates.

They observed that while appointments in non-English languages and non-metro areas made up a small number of appointments offered and completed overall, they have comparatively good key appointment metrics. Notably, appointments in non-English languages and non-metro areas had higher attendance rates (see figure below) as well as enrollment rates that match or exceed other appointments. Together, these findings suggest that in-person assistance appointments are a successful way to engage both of these populations in applying for health coverage, and may be a good tactic for groups trying to reach these populations and connect them to coverage.

Attendance Rates of Scheduled Appointments, Nov. 1, 2015 – Jan. 31, 2016

It’s worth noting that appointment uptake in non-metro areas (meaning the number of appointments that consumers schedule compared to the number of appointments offered) was lower than in metro areas. The uptake rate did vary within non-metro areas which could mean that there’s room for improvement — whether that’s in raising awareness of the availability of in-person help or adjusting current assistance locations or schedules to better match consumers’ needs.

Want to know more? Check out the full issue brief. Enroll America.org