Outreach Standards. 4.9.1 The Contractor shall submit to CMS and HCA a quarterly comprehensive outreach plan that includes:
4.9.1.1 Proposed activities for the coming quarter, including a schedule of planned events and activities, including the proposed audience;
4.9.1.2 Events, materials and approaches the Contractor intends to utilize for culturally diverse populations. If the Contractor has developed materials for a specific audience, CMS and HCA must approve the materials prior to distribution;
4.9.2 The Contractor shall:
4.9.2.1 Obtain CMS and HCA approval of the outreach plan and materials before conducting and outreach activities or distributing such materials; (Translation of materials); Materials must take the intended audience into consideration.
4.9.2.2 Refer Enrollees and Potential Enrollees with questions about HealthPath Washington eligibility or enrollment to HCA;
4.9.2.3 Make available to CMS and HCA, upon request, current schedules of all activities initiated or promoted by the Contractor to provide information or to encourage enrollment, and
4.9.2.4 Convene all promotional events at sites within the Contractor’s Service Area that meet the requirements of the Americans with Disabilities Act.
Outreach Standards. A. General Outreach Requirements The Contractor shall:
1. Submit to EOHHS an annual comprehensive Outreach plan on January 1 for the upcoming calendar year including proposed approaches to groups and individuals representing the cultural diversity of the Contractor’s Service Area;
Outreach Standards. A. General Outreach Requirements The Contractor shall:
1. Submit to EOHHS an annual comprehensive Outreach plan on January 1 for the upcoming calendar year including proposed approaches to groups and individuals representing the cultural diversity of the Contractor’s Service Area;
2. Obtain EOHHS and CMS approval of the Outreach plan and materials, before conducting any Outreach activities or distributing such materials;
3. Ensure that Outreach materials accurately reflect the Contractor’s Provider Network and services offered and do not include false, misleading, or inaccurate information;
4. Refer Enrollees and Potential Enrollees who inquire about MassHealth eligibility or enrollment to EOHHS;
5. Make available to EOHHS and CMS, upon request, current schedules of all activities initiated or promoted by the Contractor to provide information or to encourage enrollment; and
6. Convene all promotional events at sites within the Contractor’s Service Area that are physically accessible to all Consumers (for example, to those in wheelchairs and those using public transportation).
B. Requirements for Outreach and Enrollee Materials The Contractor must:
1. Submit to EOHHS and CMS all forms of all Outreach and Enrollee materials, including non- English Outreach materials along with an English translation, an attestation from a certified translation agency, and a signature of the SCO Director, for review and approval before use or distribution. EOHHS and CMS must also approve any changes or updates to Outreach materials before use or distribution. Such materials include, but are not limited to:
a. Outreach and education materials;
b. Orientation materials;
c. Enrollment and disenrollment materials;
d. Benefit coverage information; and
e. Operational letters for enrollment, disenrollment, claims, service denials, Complaints, Appeals, and Provider terminations.
2. Ensure that all information provided to Enrollees and Potential Enrollees (and families when appropriate) is provided in a manner and format that is easily understood and that is:
a. In large print (at least 12 point), including any footnotes and subscript annotations;
b. Available in the Prevalent Languages used in the Service Area;
c. Distributed throughout the entire Service Area;
d. Written with sensitivity to literacy level and culture; and
e. Available in written or oral format, according to the needs of Enrollees and Potential Enrollees, including oral interpretation services in non-English language...
