FAQ’s — Mental Health
1. My child is having a mental health crisis. Who do I call?
Please immediately call 911. CFCR is not a crisis center and does not provide crisis or emergency services. There are several other ways you can receive services during a crisis. If you have Medicaid, then please contact the Cardinal Innovations Healthcare Solutions 24-hour toll-free number at 1-800-939-5911. You can also call Mobile Crisis for any mental health related emergencies at 704-566-3410.
2. My child is having severe behavior and/or emotional issues. How do I find him/her help?
Contact your health provider to schedule an appointment for a routine physical. If your provider directs you to seek mental health treatment, please consult services through your insurance. If you have Medicaid, you can seek mental health services by contacting the Cardinal Innovations Healthcare Solutions 24-hour toll-free number at 1-800-939-5911. If you have private insurance, you can seek mental health treatment by contacting your insurance carrier directly to identify what services are available. You may also call your local school district to see if school based mental health treatment is available. Some mental health providers offer pro-bono services (free) or sliding scale fees (reduced price based on income) for service. You can try to call services providers in the area and ask about that option if your child does not have insurance.
4. My child has Medicaid. How do I find mental health services for my child?
Please contact the Cardinal Innovations Healthcare Solutions 24-hour toll-free number at 1-800-939-5911.
5. My child has Medicaid and I received a letter stating that my child’s services are being terminated/suspended/reduced/denied. What do I do?
Cardinal Innovations Healthcare Solutions is the Managed Care Organization managing Medicaid funds for Mecklenburg County. According to their website
, “If you get a letter from Cardinal Innovations Healthcare Solutions saying that some or all of your Medicaid benefits (your services) have been reduced, suspended, terminated or denied, you can appeal this decision. You may appeal changes in existing or new services. However, services no longer covered by the state may not be appealed.”
The Notice of Decision letter from Cardinal contains information about the Reconsideration Review and important details and deadlines. Be sure to read all materials from Cardinal carefully and take notes of any time limits!
If you are in further need of assistance with your appeal and would like to contact an attorney, consider contacting Legal Aid of NC at 704-375-1600 to see if you would be eligible for their legal services.
6. My child has Medicaid and I have concerns about my child’s therapy services and/or workers (e.g., no one has contacted me to begin services, the workers cancel appointments or do not call me back when I have questions, or the therapy is not working). What can I do?
All mental health providers should have a grievance or complaint process. You can initially bring your concerns to the person working with your child or their supervisor. It is a good idea to put these concerns in writing, such as emailing your child’s therapist or the therapist’s supervisor. If nothing changes, you can follow the formal grievance/complaint process through your mental health provider.
If your child is covered by Medicaid, Cardinal Innovations Healthcare Solutions Network provides a couple of additional options for filing a complaint or grievance:
- Call the Cardinal Innovations Healthcare Solutions Concern Line at 1-888-213-9687.
- Provide your complaint or grievance directly to someone in Quality Management by calling 704-939-7700.
If you want to make a complaint after regular business hours or over the weekend, call the Access line at 1-800-939-5911.
7. My child has private insurance. How do I find mental health services for my child?
Please contact your insurance carrier directly to identify what services are available under your insurance.
For additional resources and agencies that may assist you with mental health questions, please review our Community Resource List