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Advocacy and Customer Service

Customer Service and Community Rights Team

The Customer Service and Community Rights Team works closely with the local management entities (LMEs) to address complaints, concerns and appeals. The team is committed to addressing the needs of the Division of Mental Health, Developmental Disabilities and Substance Abuse Services' consumers and family members through timely and quality customer service. This team works to:

• Protect the rights of individuals served in their communities.
• Respond to complaints or concerns.
• Monitor community rights protection systems and customer service for quality.
• Assist families and individuals to access public services.
• Provide information about the DMH/DD/SAS system.
• Collect and report aggregate complaint data
• Provide technical assistance  to local and state customer service representatives.

To contact the Customer Service and Community Rights Team, call (919)-715-3197 or the toll-free DHHS Customer Service Center at 1-800-662-7030 (voice/Spanish).
If you would like to receive DMH/DD/SAS communications and updates, please contact us at dmh.advocacy@dhhs.nc.gov.

Complaint Reporting

• LME Complaint Reporting Manual (8/07)
• Customer Service Form (2/09)
• Quarterly Complaint Form (2/10)

If you have concerns, or need information or referral,
please call the Advocacy and Customer Service Section
at 919-715-3197.
DHHS CARE-LINE:
1-800-662-7030 (voice/Spanish)

Frequently Asked Questions

Go here to find information on how to file a complaint or concern, where the Social Security Administration Offices are located, and other useful information.

Client Rights, Laws, Rules and Policies

Go here to find information on appealing a Medicaid service, obtaining a privacy release form and other useful information.

 

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