Built to the standard a regulator would expect.
Our delivery model is designed around the compliance and operational requirements that MCOs, state agencies, and prime contractors carry. Plain language your members can act on. Multilingual quality that meets language-access obligations. Channels that stay inside TCPA and CMS guidance. A human QA loop before anything reaches a member. And member data handled under your BAA — not ours.
6th-grade reading level. Tested before it ships.
A notice that members cannot understand is not a notice — it is a disenrollment trigger. Every deliverable we produce is written to a 6th-grade reading level or below, measured by Flesch-Kincaid and reviewed by our plain-language lead. Deadline and exemption information appear at the top of every communication, not buried in regulatory citations. Before any notice enters production, it is comprehension-tested with member panels drawn from the population it will serve — so we know members can read it, understand it, and act on it.
What goes in — and what comes out
Dense regulatory language ("pursuant to 42 C.F.R. and State Plan Amendment 26-014, beneficiaries must demonstrate qualifying community engagement activities…") becomes a single, scannable action sentence with a named deadline date. Exemption categories are surfaced immediately — not attached as a multi-page appendix — because a member who claims an exemption stops the coverage-loss risk on the spot.
The before/after rewrite approach
We begin every engagement by auditing the existing state notices against plain-language standards. We mark what must be preserved verbatim (regulatory cites, fair-hearing language, required headings) and what can be rewritten for comprehension. The rewrite is then submitted through your standard notice-approval workflow — the state or plan owns final sign-off, not us.
Spanish first. Threshold languages next. All human-reviewed.
Language access is a federal obligation under Title VI and Section 1557, not a feature add-on. We build and deliver multilingual materials to that standard.
Spanish first
Spanish-language materials are produced concurrently with English, not translated after the fact. Our language-access lead is a bilingual professional who works from the plain-language English source and adapts — not just translates — for register, regional variation, and health-literacy level in the target population.
Threshold language coverage
After Spanish, we identify the locally-dominant threshold languages for your enrollment population — typically using the state's language-access plan or LEP data — and produce materials in each. Languages are added to scope by contract; we do not guess or apply a national default.
Bilingual QA & cultural adaptation
Every translated document goes through a bilingual QA pass — separate from the original translator — before it enters your approval workflow. We flag culturally-loaded terms, formality mismatches, and health-literacy concerns. Machine translation is not used as a final output for member-facing materials.
Every channel inside its regulatory perimeter.
The federal notice mandate requires mail plus at least one additional channel. Each channel carries its own compliance requirements; we operate inside all of them. And outreach is sequenced so contact stops the moment a member responds — we do not continue to contact members who have already acted.
Produced to CMS enrollee-notice requirements: required headings, fair-hearing rights language, deadline stated in plain terms, exemption summary on page one. Notices are submitted through your standard state or plan review-and-approval workflow before production. Bilingual inserts (English/Spanish) in the same envelope where state policy allows.
SMS & IVR
Sent only under TCPA-compliant prior-express written consent, using opt-out language in every message and honoring opt-out requests immediately. Messages are sent only within CMS and TCPA time-of-day windows. IVR scripts are written to the same plain-language standard as the mail notice and reviewed by our compliance lead before deployment. Consent records are maintained per your BAA requirements.
Used where the member has provided a verified email address and consent has been established per your data governance requirements. Subject lines are plain-language and do not use subject-line tricks or urgency manipulation. Unsubscribe links are present in every message and honored within the required timeframe. HTML emails meet WCAG 2.1 AA color-contrast and screen-reader requirements.
Sequenced to stop on response. Our outreach cadence is structured so that once a member takes the required action — reports hours, claims an exemption, or otherwise resolves their status — subsequent scheduled contacts are suppressed. We do not continue sending notices to members who have already responded.
Section 508, WCAG 2.1 AA, and language-access obligations — in scope from the start.
Accessibility and language access are not post-production checks. They are built into scope from the first draft and reviewed by our Compliance & Accessibility Lead before any deliverable enters your approval queue.
Digital accessibility
All digital materials — notices, landing pages, and member-facing portals we produce — are built to WCAG 2.1 Level AA conformance. We test with screen readers and keyboard-only navigation. Color contrast ratios meet the 4.5:1 minimum for body text. Interactive elements include accessible labels, focus indicators, and error handling.
Our website carries a WCAG 2.1 AA accessibility statement at /accessibility.html.
Print, alternate formats & LEP obligations
We produce alternate-format versions of printed notices — large print (minimum 18-point), and we can coordinate Braille production and audio recordings through our production network. Taglines in the threshold languages required by your state's language-access plan are included in all print materials, directing members with LEP to free language assistance. Section 508 requirements apply to all materials produced for federal or state program use.
Aligned to CMS guidance. Reviewed by humans before it ships.
We do not interpret CMS guidance independently and ship. We align every deliverable to the current CMS Informational Bulletin, the Interim Final Rule (CMS-2454-IFC), and the state's approved notice requirements — then route it through a structured human review before it enters your approval workflow.
What "CMS-aligned" means in practice
Every notice set is reviewed against the applicable CMS guidance documents and the state's approved template requirements. Required elements — fair-hearing rights, complaint procedures, deadline dates, exemption categories enumerated in the state plan — are present and accurately stated. Where CMS guidance has changed since the state's original template was approved, we flag the discrepancy and recommend resolution to the state or plan; we do not make those calls ourselves.
The human QA loop
Before any deliverable reaches your review queue, it passes through a three-step internal check: (1) the plain-language lead reviews for reading level, action clarity, and deadline/exemption placement; (2) the compliance lead reviews for required regulatory elements, channel rules, and accessibility; (3) the language-access lead reviews any translated materials for accuracy and cultural appropriateness. Only after all three sign off does it move to client review. You retain final approval authority. Nothing goes to members without your explicit sign-off.
We are the member-facing layer. You own the decisions above it.
We do not build eligibility systems, verification platforms, or the portals where members report work hours. We do not make determinations about who qualifies for an exemption or who is subject to the requirement. Those decisions belong to the state's eligibility system and the prime contractors who build it. Our role is to make sure eligible members understand what they need to do, by when, and how — and to get exemption-eligible members to claim what they qualify for. The state or plan owns approval authority over every communication before it reaches a member.
Minimal data, minimal retention, under your BAA.
Member data is handled under HIPAA-aware practices, governed by a Business Associate Agreement with each client. We apply minimum-necessary principles and do not build or maintain separate member databases outside of what is required to execute the engagement.
Under your BAA
We execute a Business Associate Agreement with every client before touching member data. Our data handling obligations — permitted uses, minimum-necessary requirements, breach notification, and subcontractor flow-downs — are governed by that agreement, not by our own policy alone. If your organization has a standard BAA template, we work from it.
Minimal retention
We retain member-level data only for the duration required to execute the engagement and meet contract reporting requirements. After the retention period defined in your BAA, data is destroyed per the agreed schedule. We do not use member data for any purpose outside the scope of the engagement.
Within your systems
Where possible, we work within the client's existing systems — pulling member lists from your data environment, returning response and opt-out records to your systems, and using your approved communication platforms. We do not require members to interact with a separately-branded portal we operate unless that is the agreed delivery model and has been reviewed by your compliance team.
What operations, compliance, and legal teams ask first
Do you build eligibility or verification systems?
No. We are the member-facing communications layer that sits on top of the eligibility and verification systems the prime contractors build. We produce the plain-language notices, multilingual outreach, exemption education, and member assistance — the things that make sure an eligible member understands what to do. The systems that determine who is subject to the requirement, who qualifies for an exemption, and whether a member's reported hours are sufficient are built and operated by others. We do not compete with those systems, and we are not in scope for them.
Is the Spanish translation machine-translated?
No. All Spanish-language materials are produced by bilingual professionals at native quality. We use machine translation only as a drafting aid for internal review purposes — never as a final output for member-facing materials. Every translated document goes through a separate bilingual QA pass before it enters the client's approval workflow. For additional languages beyond Spanish, the same human-review standard applies.
Who approves what goes out to members?
You do — always. Every deliverable is routed through your standard review and approval process before it reaches a member. We do not have the authority to issue communications on your behalf without your explicit sign-off. Where the state has an approved notice template, our materials are built to conform to that template; any deviation from required language is flagged for your review and decision, not resolved unilaterally by us.
Are you HIPAA compliant?
We handle member data under HIPAA-aware practices, and we execute a Business Associate Agreement with every client before touching any member-level information. We follow minimum-necessary principles, maintain minimal data retention schedules, and flow down BAA obligations to any subcontractors involved in the engagement. We do not claim to be a "HIPAA-certified" entity — there is no official HIPAA certification program; compliance is an operational standard we maintain under contract and demonstrate through our practices and BAA commitments.
How do you handle opt-outs for SMS?
TCPA-compliant opt-out language is included in every SMS message we send. Opt-out requests (reply STOP, or equivalent) are honored immediately — the member is removed from all future SMS outreach under that campaign, and the opt-out record is logged and returned to the client's data systems. We send SMS only to members for whom valid prior-express written consent is on record. Consent documentation practices are defined in the engagement agreement and aligned to your BAA requirements.
Can you work as a subcontractor to our prime?
Yes. We engage directly with health plans and state agencies, and we also subcontract under eligibility-system prime contractors who need a multilingual member-communications capability they do not staff in-house. In a subcontract arrangement, we operate under the prime's contract vehicle, follow the prime's compliance and approval workflows, and can help the prime meet Business Enterprise Program or diversity-participation requirements where applicable. We do not require a separate procurement to enter a subcontract relationship.
Ready to talk through your delivery requirements?
Tell us your state, your deadline, and what compliance questions your legal and operations teams are carrying — and we'll give you a straight read on how we work and whether we fit. No procurement required to have the first conversation.