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Privacy,
Difficult Conversations,
and Drawing the Line
Considerations for Librarians Assisting Patrons
with Implementation...
Don Boozer
KnowItNow24x7
Statewide Coordinator
www.knowitnow.org
Links shared in this presentation
are available at
http://bit.ly/19fJ38Q
Patron Protection
and Affordable Care Act
(PPACA)
Affordable Care Act
(ACA)
Federal Health Care Reform
“Obamacare”
● State Library of Ohio ACA webpage
● Healthcare.gov
○ Federal Government
● Libraries and Health Insurance
○ WebJunction P...
● Guidelines for Medical, Legal, and Business
Responses
● Guidelines for Behavioral Performance of
Reference and Informati...
Privacy
“We protect each library user's right to privacy
and confidentiality with respect to information
sought or receive...
Difficult Conversations
● Advice
● Confidentiality
● Tact
Difficult Conversations
● Advice
● Confidentiality
● Tact
Difficult Conversations
● Advice
○ Become familiar with Ohio’s
ACA exchange at
HealthCare.gov
○ Provide authoritative,
non...
Difficult Conversations
● Advice
● Confidentiality
● Tact
Difficult Conversations
● Advice
● Confidentiality
● Tact
Difficult Conversations
● Advice
● Confidentiality
● Tact
○ Common Sense
○ Discretion
○ Sensitivity
○ Courtesy
Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up
Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up
Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up
Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up
Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up
Difficult Conversations
● Approachability
● Interest
● Listening & Inquiring
● Searching
● Completion
& Follow-up
Drawing the Line
Final Thoughts
• Be aware of the basics
• Be prepared
• Be conscious of protecting patrons’ privacy
• Be tactful and appro...
Thank You!
Links shared in this presentation
are available at
http://bit.ly/19fJ38Q
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Affordable Care Act Presentation for State Library of Ohio

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Affordable Care Act Presentation for State Library of Ohio

  1. 1. Privacy, Difficult Conversations, and Drawing the Line Considerations for Librarians Assisting Patrons with Implementation of the Affordable Care Act
  2. 2. Don Boozer KnowItNow24x7 Statewide Coordinator www.knowitnow.org
  3. 3. Links shared in this presentation are available at http://bit.ly/19fJ38Q
  4. 4. Patron Protection and Affordable Care Act (PPACA) Affordable Care Act (ACA) Federal Health Care Reform “Obamacare”
  5. 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. 6. ● Guidelines for Medical, Legal, and Business Responses ● Guidelines for Behavioral Performance of Reference and Information Service Providers
  7. 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. 8. Difficult Conversations ● Advice ● Confidentiality ● Tact
  9. 9. Difficult Conversations ● Advice ● Confidentiality ● Tact
  10. 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. 11. Difficult Conversations ● Advice ● Confidentiality ● Tact
  12. 12. Difficult Conversations ● Advice ● Confidentiality ● Tact
  13. 13. Difficult Conversations ● Advice ● Confidentiality ● Tact ○ Common Sense ○ Discretion ○ Sensitivity ○ Courtesy
  14. 14. Difficult Conversations ● Approachability ● Interest ● Listening & Inquiring ● Searching ● Completion & Follow-up
  15. 15. Difficult Conversations ● Approachability ● Interest ● Listening & Inquiring ● Searching ● Completion & Follow-up
  16. 16. Difficult Conversations ● Approachability ● Interest ● Listening & Inquiring ● Searching ● Completion & Follow-up
  17. 17. Difficult Conversations ● Approachability ● Interest ● Listening & Inquiring ● Searching ● Completion & Follow-up
  18. 18. Difficult Conversations ● Approachability ● Interest ● Listening & Inquiring ● Searching ● Completion & Follow-up
  19. 19. Difficult Conversations ● Approachability ● Interest ● Listening & Inquiring ● Searching ● Completion & Follow-up
  20. 20. Drawing the Line
  21. 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. 22. Thank You! Links shared in this presentation are available at http://bit.ly/19fJ38Q

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