Learn It
Live It
Share ItBenefits and Referrals
in the Academy
🤝 Welcome, Navigator!
Applications, 211 and closed-loop referrals. This module takes about two hours across the video lesson, this eBook and the Qwest station.
By the end you can
- Help a client start an online benefits application
- Use 211 and local directories to find services
- Make and follow up a closed-loop referral
🪙 You earn LEARN It coins as you turn the pages, and a chapter badge when you reach each section.
Benefits and Referrals
Benefits online
Many states let people apply for Medicaid, SNAP and cash help in one online portal. In Arizona it is Health-e-Arizona Plus; in Pennsylvania it is COMPASS. Help clients gather documents first: ID, income proof and household details.
Renewals matter
People lose coverage when they miss renewal notices. Help clients update their mailing address and turn on email or text alerts in the benefits portal.
211 and directories
Dialing 211 or visiting the local 211 website connects people to food, housing, utility, transportation and health resources. Many counties also keep resource directories.
Benefits and Referrals continued
Closed-loop referrals
Some communities use referral platforms, such as Arizona's CommunityCares, so the receiving agency can confirm when the client was served. That closes the loop.
Warm handoffs
Whenever you can, introduce the client to the next service directly: a call together, a shared email or a scheduled appointment. People follow through more often.
Words Navigators Use
A state website for applying for and renewing public benefits.
A free phone line and website connecting people to local services.
A referral where the receiving service confirms the client was helped.
Introducing a client directly to the next service.
The Smith family's renewal
Ms. Smith got a letter saying her children's Medicaid will end in 10 days because a renewal form was not returned. She moved last month.
Your navigation steps
- Help her log in to the state benefits portal
- Update her address
- Complete or upload the renewal
- Turn on text alerts
- Log the outcome and set a reminder to follow up
In the Qwest, the steps are shuffled. Put them in the best order to help the client and earn your LIVE It coins.
Keep navigating: Benefits and Referrals
The rest of this eBook — the scenario, practice check, outcome log and answer key.
Get this eBook · $9.99All 12 eBooks + Ambassador membership · $49DHN Pro learners and Ambassadors: this series is included.Sign in to unlockCheck Your Navigation Skills
- Health-e-Arizona Plus
- COMPASS
- 211 only
- They miss renewal notices
- They use telehealth
- They have a phone
- They visit libraries
- The receiving service confirms the client was helped
- The door is locked
- The referral is cancelled
- Only family can refer
- Food, housing, utilities and more
- Only emergencies
- Only taxes
- Only jobs
- Giving a flyer
- Introducing the client directly to the next service
- Sending an email later
- A hot drink
Answers are on page 11. In the Qwest this is the Boss Quiz — score 80% to earn the station badge.
Keep navigating: Benefits and Referrals
The rest of this eBook — the scenario, practice check, outcome log and answer key.
Get this eBook · $9.99All 12 eBooks + Ambassador membership · $49DHN Pro learners and Ambassadors: this series is included.Sign in to unlockStation 10 Qwest Lab
Every challenge uses this module. Each one earns Live It coins and moves you toward the next Navigator rank.
Keep navigating: Benefits and Referrals
The rest of this eBook — the scenario, practice check, outcome log and answer key.
Get this eBook · $9.99All 12 eBooks + Ambassador membership · $49DHN Pro learners and Ambassadors: this series is included.Sign in to unlockTeach It Forward
The fastest way to master a skill is to teach it. Your Share It challenge:
- Save 211 in your phone and share it with someone who might need it.
- Use teach-back: ask them to show you the step in their own words.
- Post what you learned (no client names) in your group or the Share It Studio to earn SHARE It coins.
Keep navigating: Benefits and Referrals
The rest of this eBook — the scenario, practice check, outcome log and answer key.
Get this eBook · $9.99All 12 eBooks + Ambassador membership · $49DHN Pro learners and Ambassadors: this series is included.Sign in to unlockRecord What Changed
Log one row per client goal. These outcomes roll up to your program's PHIT Score Card. Record counts, never private health details.
| Date | Client goal | Outcome | Minutes | Next step |
|---|---|---|---|---|
Outcome codes: Device set up · Home internet enrolled · Portal activated · Telehealth visit completed · Benefits application submitted · Referral closed.
Keep navigating: Benefits and Referrals
The rest of this eBook — the scenario, practice check, outcome log and answer key.
Get this eBook · $9.99All 12 eBooks + Ambassador membership · $49DHN Pro learners and Ambassadors: this series is included.Sign in to unlockAnswer Key
- A. Health-e-Arizona Plus — Health-e-Arizona Plus is Arizona's portal.
- A. They miss renewal notices — Update address and turn on alerts.
- A. The receiving service confirms the client was helped — The loop is closed when service is confirmed.
- A. Food, housing, utilities and more — 211 covers many local services.
- B. Introducing the client directly to the next service — Direct introductions work best.
Source: Digital Health Navigator Pro, Force for Health Academy (2026). Program details such as Lifeline amounts and benefit portals change; check current information locally.
Keep navigating: Benefits and Referrals
The rest of this eBook — the scenario, practice check, outcome log and answer key.
Get this eBook · $9.99All 12 eBooks + Ambassador membership · $49DHN Pro learners and Ambassadors: this series is included.Sign in to unlock12 modules. One navigator.
Each eBook pairs with a video lesson in the Force for Health Academy and a station in the Navigator Qwest.
theforce.health/digital-health-navigator · FFH Virtual LibraryKeep navigating: Benefits and Referrals
The rest of this eBook — the scenario, practice check, outcome log and answer key.
Get this eBook · $9.99All 12 eBooks + Ambassador membership · $49DHN Pro learners and Ambassadors: this series is included.Sign in to unlock