Member Handbook and Initial New Member Materials. The Contractor agrees to use the State Developed Model Member Handbook and make it available to all new and existing members. An electronic copy of the Handbook is to be included on the Contractor’s member website and available for viewing and downloading. Electronic copies of the handbook and initial new member material must be: • In a format that is readily accessible; • Located on the Contractor’s website that is prominent and readily accessible; • Provided in an electronic form which can be electronically retained and printed; • Be consistent with content and language requirements; and • The Contractor must notify the enrollee that the information is available in paper form without charge upon request; and the Contractor must provide, upon request, information in paper form within five (5) business days. Additionally, members may request an alternate version (paper, audio or specific language) by contacting the Contractor’s member services department. The Contractor agrees to publish a new or revised member handbook within three (3) months of the effective date of this contract, and to update the handbook thereafter when there are material changes needed as determined by EOHHS. The Contractor will review all their member materials on an annual basis for any needed revisions. Written material must use easily understood language and format. All written material must be written at no higher than a sixth-grade level. Written material must be available in alternative formats (audio, larger print, alternate languages) and in an appropriate manner that takes into consideration the special needs of those who, for example, are visually limited or have limited reading proficiency or require materials in alternate languages. All enrollees must be informed that information is available in alternative formats and how to access those formats. Alternative media will not substitute for the above requirement to provide members with a written member handbook when requested. Contractors are required to provide newly enrolled members a “new member packet” when requested for those members with special needs an alternative format will be offered.
Member Handbook and Initial New Member Materials
