While KDHE has provided messaging and graphics for our external stakeholders to use during the Continuous Enrollment Unwinding, we understand that you may want to create and disperse your own messages to the communities you serve. Consider these tips for writing and creating Unwinding materials and check the KDHE PHE toolkit for sample messages to base your outreach efforts on.

1. Avoid mentioning the resumption of renewals or the Public Health Emergency expiration. Most enrollees have the experience of completing a renewal during the past three years and many find the term “PHE” or “Public Health Emergency” confusing. This phrasing is particularly worrying for Spanish-speaking consumers. Instead, focus on actions consumers can take updating their contact information with KanCare, watching for mail from KanCare and responding quickly when asked, and going to the federal Marketplace if they are no longer eligible for KanCare.

2. Avoid sending enrollees to the KanCare Clearinghouse with questions about Unwinding plans or timing. The KanCare Clearinghouse is always there to answer questions from enrollees; however, during the Unwinding, the Clearinghouse will be experiencing a higher volume of calls and renewal processing. Encourage enrollees to update their contact information and watch for mail from KanCare. KanCare will notify consumers if and when action is needed.

3. Do refer enrollees to the KanCare Clearinghouse when they have questions about their eligibility or renewal once they have received their renewal.

4. Keep messaging simple. KDHE has provided content for you to use, and we encourage you to do so. If you would like to create your own messaging, aim for language to be at a fifth-grade reading level and to be as straightforward as possible. See plainlanguage.gov for best practices in inclusive and accessible writing. We also recommend that organizations first send messages about updating contact information before asking consumers to watch for and return mail from KanCare and directing them to the Marketplace if they no longer qualify for KanCare.

5. Vary message delivery methods. Many Medicaid consumers want to get information from a variety of sources. Use multiple avenues of communication, especially those you’ve already established through your organization, to communicate with consumers about the Unwinding: social media, mail, text, app and email. Remember that the average consumer has increased their online media consumption, that social media usage has risen and that the average Medicaid consumer is more likely to rely solely on their smartphone to use the internet.

6. Consider tailoring messaging to your audience. For example, if your organization primarily works with pregnant women, you can incorporate that information into your messaging to catch the audience’s attention. Something like: “Are you pregnant or did you recently have a child? This is a reminder to update your contact information with KanCare. Medicaid covers care for you and your baby before and one year after birth.” may be more effective than something like: “It’s time to update your contact information with KanCare so they can reach you with important renewal information.” When speaking to existing members, use the word “enrollee” to refer to those enrolled in KanCare. Use “beneficiary” in non-beneficiary communication to be as consistent as possible.

7. Inform those who may no longer be eligible for  Medicaid about the Marketplace.  Some consumers are aware of the federal Marketplace but may have some gaps in knowledge. They may not know they could receive financial assistance to pay for Marketplace coverage based on their income. Direct them to information about how they can sign up for affordable health coverage here.