CACs Ethics and Impartiality 3 — Questions and Answers
Question 1: A CAC is assisting a client from a cultural background where discussing finances openly is uncomfortable. What is the ethical approach?
- Skip income questions to respect the client's culture
- Estimate income based on the client's appearance
- Explain why income information is required and assure the client of privacy protections (Correct answer)
- Refer the client elsewhere since the session cannot proceed
Correct answer: Explain why income information is required and assure the client of privacy protections
CACs must explain the necessity and confidentiality of required information while remaining culturally sensitive, never skipping required fields.
Question 2: What does the CAC code of conduct require regarding treating clients with different immigration statuses?
- Only assist clients who are U.S. citizens
- Assist all eligible individuals impartially regardless of immigration status (Correct answer)
- Verify immigration status before providing any assistance
- Charge higher fees for non-citizen clients
Correct answer: Assist all eligible individuals impartially regardless of immigration status
CACs must provide impartial assistance to all individuals eligible for coverage, without discrimination based on immigration status.
Question 3: A CAC realizes after completing an enrollment that they made an error that resulted in the client receiving incorrect subsidies. What is the ethical course of action?
- Say nothing and hope the error is not detected
- Contact the client, explain the error, and take steps to correct the enrollment (Correct answer)
- Blame the client for providing wrong information
- Delete the enrollment record and start over without informing anyone
Correct answer: Contact the client, explain the error, and take steps to correct the enrollment
Ethical conduct requires CACs to acknowledge and correct mistakes promptly to prevent harm to the client.
Question 4: During an enrollment, a client asks the CAC which political party supports the ACA. How should the CAC respond?
- Share their personal political opinion on the ACA
- Explain that CACs do not engage in political discussions during enrollment assistance (Correct answer)
- Criticize politicians who oppose the ACA
- Discuss the legislative history and political controversy in detail
Correct answer: Explain that CACs do not engage in political discussions during enrollment assistance
CACs must remain politically neutral and redirect clients away from political discussions during enrollment assistance sessions.
Question 5: A client is confused and asks the CAC to just pick the best plan for them. What should the CAC do?
- Select a plan based on personal judgment without further discussion
- Explain that CACs cannot make the selection for clients but can guide comparison of options (Correct answer)
- Refuse to continue the session until the client engages
- Pick the cheapest plan as a safe default
Correct answer: Explain that CACs cannot make the selection for clients but can guide comparison of options
CACs facilitate informed decision-making but cannot make enrollment decisions on behalf of clients, as this would undermine client autonomy.
Question 6: When must a CAC provide written notice of their CAC status and the services they offer?
- Only when the client specifically asks for it
- Before or at the beginning of the first enrollment interaction (Correct answer)
- After completing the enrollment process
- Only for clients applying for financial assistance
Correct answer: Before or at the beginning of the first enrollment interaction
CMS requires CACs to provide written notice of their role and the free nature of their services prior to or at the start of the first interaction.
Question 7: A CAC's organization runs a health clinic and wants the CAC to encourage all clients to use that clinic when selecting a plan. Is this ethical?
- Yes, because it benefits the organization's mission
- No, because it creates a conflict of interest that compromises impartial plan selection (Correct answer)
- Yes, if the clinic is in-network for multiple plans
- No, unless the CAC discloses the relationship verbally
Correct answer: No, because it creates a conflict of interest that compromises impartial plan selection
Encouraging clients toward specific providers to benefit the CAC's organization is a conflict of interest that violates impartiality requirements.
CACs Ethics and Impartiality 3
A CAC is assisting a client from a cultural background where discussing finances openly is uncomfortable.
What is the ethical approach?