This document discusses considerations for librarians assisting patrons with implementation of the Affordable Care Act. It emphasizes the importance of protecting patron privacy, having difficult yet tactful conversations, and knowing where to draw the line in terms of advice. Librarians should familiarize themselves with ACA resources, maintain patron confidentiality, and approach questions with common sense, discretion and sensitivity. The goal is to provide authoritative information to patrons while observing ethical standards of privacy and neutrality.

1. Privacy,
Difficult Conversations,
and Drawing the Line
Considerations for Librarians Assisting Patrons
with Implementation of the Affordable Care Act

2. Don Boozer
KnowItNow24x7
Statewide Coordinator
www.knowitnow.org

3. Links shared in this presentation
are available at
http://bit.ly/19fJ38Q

4. Patron Protection
and Affordable Care Act
(PPACA)
Affordable Care Act
(ACA)
Federal Health Care Reform
“Obamacare”

5. ● State Library of Ohio ACA webpage
● Healthcare.gov
○ Federal Government
● Libraries and Health Insurance
○ WebJunction Presentation
● Libraries and Health Insurance
○ WebJunction Webpage
● Federal Health Care Reform FAQs
○ Ohio Department of Insurance
● Affordable Care Act Resources
○ American Library Association
● ALA Delicious Links for the ACA
Resources

6. ● Guidelines for Medical, Legal, and Business
Responses
● Guidelines for Behavioral Performance of
Reference and Information Service
Providers

7. Privacy
“We protect each library user's right to privacy
and confidentiality with respect to information
sought or received and resources consulted,
borrowed, acquired or transmitted.”
~ ALA Code of Ethics

8. Difficult Conversations
● Advice
● Confidentiality
● Tact

9. Difficult Conversations
● Advice
● Confidentiality
● Tact

10. Difficult Conversations
● Advice
○ Become familiar with Ohio’s
ACA exchange at
HealthCare.gov
○ Provide authoritative,
non-partisan resources
○ Know contact information of
outside organizations

11. Difficult Conversations
● Advice
● Confidentiality
● Tact

12. Difficult Conversations
● Advice
● Confidentiality
● Tact

13. Difficult Conversations
● Advice
● Confidentiality
● Tact
○ Common Sense
○ Discretion
○ Sensitivity
○ Courtesy

14. Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up

15. Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up

16. Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up

17. Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up

18. Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up

19. Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up

20. Drawing the Line

21. Final Thoughts
• Be aware of the basics
• Be prepared
• Be conscious of protecting patrons’ privacy
• Be tactful and approachable
• Be interested
• Be willing to work together
• Be willing to ask
• Know where to draw the line

22. Thank You!
Links shared in this presentation
are available at
http://bit.ly/19fJ38Q