The Trillium Tailored Plan launches on April 1, 2023.
NC Medicaid changed the start date for Tailored Plans. The new start date is April 1, 2023. Until April 1, 2023, you will keep getting services the way you do now.
Information and processes on this page will be changing in the weeks to come. 
Learn about Tailored Plan here


Members Rights & Privacy

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We want to make it easy for you to receive the services and supports you need. Our Member & Recipient Handbook contains information to help you access services for mental health, substance use, and intellectual or developmental disabilities.

Member & Recipient Handbook 
(Download & Print)

Inside the Member & Recipient Handbook, you will find . . .

  • Where to call when you need help
  • A list of your rights and responsibilities
  • How to receive services
  • How to register a concern or grievance
  • Trillium contact information

Notice of Privacy Practices/ Member Rights & Responsibilities

Have Questions? Need More Information?

You can call our Member & Recipient Service Line in order to:

  • request further information about this handbook or services it describes
  • receive interpretive assistance in a language other than English
  • have a print version of this handbook mailed to you

If you are experiencing a crisis, please call the Mobile Crisis Team serving your county.

Counties Trillium Covers Mobile Crisis Team



New Hanover

Integrated Family Services, PLLC
New Hanover
RHA Health Services, Inc.

NC Medicaid Ombudsman Program

The NC Medicaid Ombudsman Program serves members around the state of North Carolina (not just the Trillium catchment area). The Ombudsman Program is a neutral third party that educates members on their rights, answers questions about processes within the system, and works with appropriate agencies with resolutions of complaints and grievances. 

The Ombudsman Program is tasked with: 

  • Serving as a central resource to resolve issues within the Medicaid Managed Care delivery system; 
  • Providing information about NC Medicaid and the Medicaid Managed Care Program; 
  • Support access to care by making referrals to and collaborating with other resources including but not limited to State agencies, Department partners, community-based advocacy, and legal services organizations; 
  • Identifying trends or systemic issues in delivery system performance; and 
  • Supporting the Department’s vision of creating a healthier North Carolina. 

Members and their guardians can reach out to the Ombudsman Program using the contact information below: 

Legal Aid of North Carolina
224 S. Dawson St., Raleigh, NC 27601

Trillium does not publish materials or share information that is intimidating, misleading, or inaccurate.

Discrimination is Against the Law

Trillium Health Resources complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, creed, religious affiliation, ancestry, sex, sexual orientation, or gender identity.

Trillium Health Resources does not exclude people or treat them differently because of race, color, national origin, age, disability, creed, religious affiliation, ancestry, sex, sexual orientation, or gender identity. 
Trillium Health Resources: 

  • Provides free aids and services to people with disabilities to communicate effectively with us, such as:
    • Qualified sign language interpreters
    • Written information in other formats (large print, audio, accessible electronic formats, other formats) 
  •  Provides free language services to people whose primary language is not English, such as: 
    • Qualified interpreters
    • Information is written in other languages

If you believe that Trillium Health Resources has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, sex, sexual orientation, or gender identity, you can file a grievance with Trillium Health Resources, 201 West First Street Greenville, NC 27858-1132, by phone 1-866-998-2597, by fax 1-252-215-6879, TTY Dial 711 or 1-800-735-2962, by email You can file a grievance in person or by mail, fax, or email. If you need help filing a grievance, Trillium’s Grievance Coordinator is available to help you.

You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at, or by mail or phone at: U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201 1-800-368-1019, 800-537-7697 (TDD).

Complaint forms are available at

ATTENTION: If you do not speak English, language assistance services, free of charge, are available to you. Call 1-800-939-5911 (TTY: 1-800-735-2962).

ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1-800-939-5911 (TTY: 1-800-735-2962).

注意 :如果您使用繁體中文 ,您可以免費獲得語言援助服務 。請致電 1-800-939-5911 ( TTY : 1-800-735-2962 )  。

CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn. Gọi số 1-800-939-5911 (TTY: 1-800-735-2962).

주의: 한국어를 사용하시는 경우, 언어 지원 서비스를 무료로 이용하실 수 있습니다. 1-800-939-5911 (TTY: 1-800-735-2962) 번으로 전화해 주십시오.

ATTENTION: Si vous parlez français, des services d'aide linguistique vous sont proposés gratuitement. Appelez le 1-800-939-5911 (ATS: 1-800-735-2962).

ملحوظة: إذا كنت تتحدث اذكر اللغة، فإن خدمات المساعدة اللغوية تتوافر لك بالمجان. اتصل برقم
.(800-735-2962 :رقم هاتف الصم والبكم)

LUS CEEV: Yog tias koj hais lus Hmoob, cov kev pab txog lus, muaj kev pab dawb rau koj. Hu rau 1-800-939-5911 (TTY: 1-800-735-2962).

ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода. Звоните 1-800-939-5911 (телетайп: 1-800-735-2962).

PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad. Tumawag sa 1-800-939-5911 (TTY: 1-800-735-2962).

સચુ ના: જો તમે ગજુ રાતી બોલતા હો, તો નન:શલ્ુ ક ભાષા સહાય સેવાઓ તમારા માટે ઉપલબ્ધ છે. ફોન કરો 1-800-939-5911 (TTY: 1-800-735-2962).

ប្រយ័ត្ន៖ បរើសិនជាអ្នកនិយាយ ភាសាខ្មែ រ, បសវាជំនួយខ្ននកភាសា បោយមិនគិត្ឈ្ន លួ គឺអាចមានសំរារ់រំបរអ្ើ នក។ ចូ រ ទូរស័ព្ទ 1-800-939-5911 (TTY: 1-800-735-2962) ។

ACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachliche Hilfsdienstleistungen zur Verfügung. Rufnummer: 1-800-939-5911 (TTY: 1-800-735-2962).

ध्यान दें: यदद आप ह िंदी बोलते हैं तो आपके ललए मुफ्त में भाषा सहायता सेवाएं उपलब्ध हैं। 1-800-939-5911 (TTY: 1-800-735-2962) पर कॉल करें।

ໂປດຊາບ: ຖ້ າວ່ າ ທ່ ານເວ ້ າພາສາ ລາວ, ການບໍ ລິ ການຊ່ ວຍເຫ ຼື ອດ້ ານພາສາ, ໂດຍບໍ່ ເສັ ຽຄ່ າ, ແມ່ ນມີ ພ້ ອມໃຫ້ ທ່ ານ. ໂທຣ 1-800-939-5911 (TTY: 1-800-735-2962).

注意事項:日本語を話される場合、無料の言語支援をご利用いただけます。1-800-939-5911 (TTY: 1-800-735-2962) まで、お電話にてご連絡ください。


Trillium requires priority admission to all women who are pregnant and injecting drugs, pregnant and using substances and other individuals who are injecting drugs.

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Help Stop Fraud & Abuse

You can help keep fraud, waste, abuse, unethical, or illegal activity out of our workplace. If you are uncomfortable communicating a concern in person, report it anonymously by calling the toll-free hotline number, 1.855.659.7660, or report it online at EthicsPoint and follow the instructions on the screen