This article explains how your team can request new articles for the Carrier Help Center, and what to expect after you submit a request. It is written for all carrier users, in any department, who run into a question the help center does not yet answer.
The Carrier Help Center is meant to be the source of truth your organization can lean on. If you cannot find an answer to a question your team faces regularly, that is exactly the kind of gap a new article request is for. |
What you can request
Any topic that would help your team work with HealthSherpa is fair game. Requests are open to every department, and past requests have come from operations, IT, marketing, and program teams alike. Common examples include:
A feature or workflow your team uses that is not yet documented
A question that comes up repeatedly inside your organization
A process, like annual testing or Open Enrollment readiness, where a step-by-step reference would save time
Before submitting, take a quick look through the help center to confirm the topic is not already covered. If an existing article is close but incomplete, you can request an update to it the same way you would request a new article.
How to submit a request
Submit your request through the Carrier Help Center Topic Request Form. The form takes about 3 to 5 minutes and has three short sections:
About you. Your name, role, and department.
New article details. The proposed topic, what the article should cover, and who the target audience is (for example IT, marketing, admin, or operations).
Context. Why the article is needed, how often the topic comes up, and any reference material you can point us to.
The more specific your request, the faster it moves. A clear description of what the article should cover and who it is for helps our team scope it correctly the first time. |
You can also raise a topic directly with your HealthSherpa account manager, who can submit the request on your behalf.
What happens after you submit
Every request goes through a short review before a draft is commissioned:
Your request is logged. The submission is captured automatically and added to the carrier team's review queue.
The carrier team reviews it. Nominations are reviewed and voted on by the HealthSherpa carrier team, and carrier team management confirms the final decision.
You hear back. You will be notified of the outcome at the email address you provided in the form.
Requests are reviewed on a regular monthly cadence, so you can expect a decision within the current or following review cycle.
What to expect for approved topics
When a topic is approved, a draft article is written and staged for internal review. The HealthSherpa carrier team reviews and edits the draft over roughly a two week window, and carrier team management gives final sign-off before the article is published to the Carrier Help Center.
Approved topics typically go from approval to published article within about a month, depending on the complexity of the topic and the review calendar.
If a topic is declined or deferred
Not every request becomes an article right away. A declined topic simply means the team decided not to move forward at this time. A deferred topic has been approved in concept but held for a future content cycle; it stays on the backlog and is revisited when timing and capacity allow. Either way, you are welcome to submit new requests at any time, and a declined or deferred topic can always be re-nominated later with new context.