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responding to inquiries or requests for information. Assisters may provide help or act on behalf of the applicant or beneficiary when interacting with agency representatives but are not permitted to make determinations of eligibility. 2. Translation Services – An interpreter or translator is available to assist in the application process upon request. 3. Protection of Privacy -- All information applicants provide is kept confidential unless the agency is otherwise authorized to share with other state and federal agencies for the purposes of verification and enrollment. 4. Timely Determinations – Eligibility determinations, including providing a notice of the agency’s decision, must be made in accordance with the timelines indicated in § 2.6 of this Part. 5. Appeals - EOHHS accepts appeals and holds hearings on actions related to eligibility decisions in accordance with Part 10-05-2 of this Title. 6. Non-discrimination – Applicants and beneficiaries are treated in a manner that is free from discrimination on the basis of race, color, national origin, sex, gender identity or sexual orientation, age or disability. 2.6 Completing and Submitting the Application A. In general, the process of completing and submitting an application proceeds in accordance with the following: 1. Account Creation – To initiate the application process, a person must create a login and establish an account in the eligibility system. This can be done through the self-service portal by the person alone or with the help of an eligibility specialist or certified assister. a. Identity proofing. The applicant must provide personally identifiable information for the purpose of creating an online account as a form of identify proofing during the process of applying for Medicaid. Verification of this information is automated. Documentation proving identity may be required if the automated verification process is unsuccessful. Acceptable forms of identity proof include a driver’s license, school registration, voter registration card, etc. Documents may be submitted via mail, fax, online upload, or to a DHS Office. b. Account matches. Once identity is verified, account matches are conducted to determine whether the applicant or members of the applicant’s household have other accounts or are currently receiving benefits.