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In all four states, there was some amount of difficulty with either the online portal or the oncall center. In the statebased, navigators had backend access into the portals. And really make sure to assist a consumer all the way through enrollment. Furthermore, they had direct contact and regular contact, sometimes daily, with the state exchange leadership. So they could get realtime results back. A federal portal and call center for states. It was a huge task. Our primary lines of communication were through our grant officers and regional offices. The information had to kind of travel through different level also to the folks working the call centers. The challenge, my colleagues also talked about is low health literacy, the complexity of choosing a health plan is the greatest challenge a navigator faces. Both statebased exchanges and federal exchanges received some combination of training that was required. But felt committed our n navigators needed more. Both in advance of open enro
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