Overview
In March 2020, the Centers for Medicare & Medicaid Services (CMS) temporarily waived certain Medicaid and Children's Health Insurance Program (CHIP) requirements and conditions in response to COVID-19. The easing of these rules helped people with Medicaid (Medi-Cal in California) and CHIP—in all 50 states, the District of Columbia, and the five U.S. territories—keep their health coverage during the pandemic. However, a new law ends Medicaid continuous coverage on March 31, 2023 and requires states to restart eligibility renewals beginning April 1, 2023.
Two-Phase Approach to Communications
DHCS is implementing a two-phased communication campaign to reach beneficiaries with messages across multiple channels using trusted partners called
DHCS Coverage Ambassadors.
Phase 1, Awareness – Launched in spring 2022, to encourage beneficiaries to provide updated contact information, such as name, address, phone number, and email address, so they can be contacted with important information about keeping their Medi-Cal benefits. Messaging focuses on “Keep yourself and your family covered."
Phase 2, Renewal – Beginning in February, this stage will continue encouraging beneficiaries to update contact information and report any changes in personal circumstances.
DHCS Coverage Ambassadors can use content from the
Medi-Cal Continuous Coverage Communication Toolkit - Phase 1 to encourage beneficiaries to update contact information, if it has changed. Additionally, it will also remind beneficiaries to check their mail for upcoming renewal packets they will receive by mail that will be issued for those who could not be renewed using information the local county office already has available. Beneficiaries will also be encouraged to check their online accounts for renewal alerts. The template messaging in this toolkit for Phase 2 focuses on themes including “Renew it or lose it" and “Time to renew" language, to emphasize the importance and urgency of renewal. The resources provided in this toolkit will further assist DHCS Coverage Ambassadors with outreach to beneficiaries about their renewals, and what they need to do to avoid a gap in coverage.
The focus of the communications campaign messaging is to encourage beneficiaries to report any changes in contact information including name, current address, email address, or phone number. Beneficiaries can update contact information in person, phone, mail, or online, if it has changed.
DHCS Coverage Ambassadors
Sign up to become a
DHCS Coverage Ambassador today.
The Medi-Cal continuous coverage toolkit and webpage are available to help DHCS Coverage Ambassadors to customize push communications to Medi-Cal beneficiaries to encourage them to update their contact information with their counties. This will help ensure they receive important information about keeping their Medi-Cal coverage.
As further communications are needed, updated toolkits will be posted on the DHCS website as they become available and will be distributed to DHCS Coverage Ambassadors.
Key Messages
DHCS Coverage Ambassadors should focus on encouraging beneficiaries to get ready to renew their Medi-Cal coverage. Messages should be simple, direct, and informative:
Awareness
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Log into your account – Make sure that Medi-Cal has up-to-date information. Visit KeepMediCalCoverage.org to learn more and to sign up for email and text message alerts to get general updates about what is happening with Medi-Cal renewals.
or
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Update your contact information – Make sure counties have your current name, mailing address, phone number, email address, or other contact information if it has changed. This way, counties can contact you about your Medi-Cal.
Renewal
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Create or check your online account – Create or check your Covered California, BenefitsCal, or MyBenefitsCalWIN account to sign up to get text or email alerts about your case. You may be able to submit renewals or requested information online.
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Complete your renewal form (if you get one) – If you received a renewal form in the mail, you may submit your information by mail, phone, in person, or online to help avoid a gap in your Medi-Cal coverage.
Outreach Tactics
The following section is a list of available outreach materials:
Call Script
- Scripted messages shared with call center staff
Emails
- Direct emails to beneficiaries
Flyer/Insert Snippet
- Direct mail to beneficiaries
- Share at ambassador locations, that may include:
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Community centers
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Women, Infants, and Children (WIC) and CalFresh offices
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Hospitals, clinics, pharmacies, or other health care setting
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School nurse officesSchool health centers
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Local county offices
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Any other place to reach Medi-Cal beneficiaries
Interactive Voice Response
- Scripted messages shared with call center staff
Messaging about online portals
- Share on websites
- Direct emails to beneficiaries
Messaging for Supplemental Security Income (SSI) Beneficiaries
- Share on local county office websites
- Program websites
Social Media
- Twitter
- Facebook
- Instagram
- LinkedIn
Text Messages
- Direct text messages to beneficiaries
Website Text for County Office Page
- Share on local county office websites
Call Script Snippets
Beneficiary Caller
Do I need to complete a Medi-Cal renewal?
County/Managed Care Plan/ Community Partner/Agent
You may soon need to take steps to find out if you still qualify for Medi-Cal. Counties will mail you a letter about your Medi-Cal eligibility. You may need to complete a renewal form. Make sure your current contact information is updated with your local county office, if it has changed.
The local county office will only ask you for more information if they need it to renew your Medi-Cal. If you receive a renewal packet or a letter asking for more information, you may submit the information by mail, phone, in person, or online.
Beneficiary Caller
When do I need to fill out and return my Medi-Cal renewal packet?
County/Managed Care Plan/ Community Partner/Agent
You will get a letter in the mail. The letter will tell you if your Medi-Cal coverage was renewed automatically or if your county needs more information to renew your Medi-Cal. If you receive a renewal packet or a letter asking for more information, you may submit the information by mail, phone, in person, or online. Counties will mail you a letter about your Medi-Cal eligibility. You may need to complete a renewal form. The letter from your county should arrive around the same time as when you have received similar letters in past years. For example, if your Medi-Cal renewal was due in April in past years, you should watch for a letter from your county in the two months before April.
Beneficiary Caller
What can I do to prepare for my Medi-Cal renewal?
County/Managed Care Plan/ Community Partner/Agent
If you moved recently, or if any of your contact information, like your phone number or email address, has changed, report your changes to your local county office to make sure you get important information about your Medi-Cal coverage. If you got a new job or your income has changed, be prepared to provide verifications. Check your mail – Counties will mail you a letter about your Medi-Cal eligibility. You may need to complete a renewal form. If you're sent a renewal form, submit your information by mail, phone, in-person, or online, so you don't lose your coverage. Create or check your online account – Covered California, BenefitsCal, or MyBenefitsCalWIN to sign up to get text or email alerts about your case. You may submit renewals or requested information online.
Beneficiary Caller
How do I report a change if I have SSI?
County/Managed Care Plan/ Community Partner/Agent
If you get SSI, do not have a U.S. mailing address, and are unable to change your address online, you can report your change by:
- Calling (800)7 72-1213 (TTY (800) 325-0778), Monday through Friday, 8 a.m. – 7 p.m.
- Contacting your local Social Security office via their
online locator.
If you get SSI, Social Security will process your Medi-Cal renewal. If you have questions, call (800) 772-1213, or contact your local Social Security office.
Beneficiary Caller
What if I am no longer eligible for Medi-Cal?
County/Managed Care Plan/ Community Partner/Agent
If you no longer qualify for Medi-Cal, you may be able to get health coverage through Covered California. Losing Medi-Cal allows you to enroll in a Covered California plan outside of the open enrollment period. The local county office will send you information about how to sign up.
Emails
Subject Line: Your renewal letter is coming. Don’t miss it!
Preview Text: Make sure your address and contact information is up to date with [Customize local county office name] if it has changed so you receive your Medi-Cal renewal letter in the mail.
Do you or a family member currently have health coverage through Medi-Cal? If so, here’s what you need to know so you can keep your Medi-Cal.
Be on the lookout for a Medi-Cal renewal letter in the mail from
[Customize local county office name]. Make sure your name, address, email address, and phone number are up to date with
[Customize local county office name]. You can give your county your information by mail, phone, in person, or online.
If you have Medi-Cal, your local county office will try and renew your Medi-Cal. They will use the information they have. The local county office will only ask you for more information if they need it to renew your Medi-Cal. If you receive a renewal packet or a letter asking for more information, you may submit the information by mail, phone, in person, or online.
If your information has changed, you can update it online [Customizable link mybenefitscalwin.org or benefitscal.com], or by calling
[customize local county office number].
Remember: Update your address, if it has changed. We don’t want you to miss this important mail so you can keep your Medi-Cal.
Sincerely,
[Customize organization or local county office name]
Flyers
Keep yourself and your family covered. Log into your account to make sure Medi-Cal has your current address, email address, and phone number, if it has changed. For more information or to sign up for email and text message alerts, visit
KeepMediCalCoverage.org.
It’s almost time to renew your Medi-Cal coverage. If you receive a renewal form in the
mail, your county needs more information. Fill it out and return it right away to keep
yourself and your family covered. Visit KeepMediCalCoverage.org to learn more and to sign up for email and text message
alerts.
Keep yourself and your family covered. Log into your account to make sure Medi-Cal has your current address, email address, and phone number, if it has changed. For more information or to sign up for email and text message alerts, visit KeepMediCalCoverage.org.