Respect | Choice | Least Restrictive
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 | |||
|---|---|---|---|---|
| Beaufort Bladen Brunswick Bertie Camden Carteret Craven |
Columbus Chowan Currituck Dare Jones Gates Halifax |
Hyde Hertford Martin Nash New Hanover Northampton Onslow |
Pamlico Pasquotank Pender Perquimans Pitt Tyrrell Washington |
Integrated Family Services, PLLC 1-866-437-1821 |
| Bladen Brunswick Carteret |
Craven Jones |
New Hanover Onslow |
Pamlico Pender |
RHA Health Services, Inc. 1-844-709-4097 |
Cultural Diversity
Members have the right to choose a provider who understands their life experience. You can choose a provider who has taken special trainings about cultural diversity. You can find one in our provider directory by clicking "yes" under “Has Cultural Competency Training.” You can learn more about how Trillium meets the needs of our diverse communities read our Cultural Competency Plan FY-2022-23.
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
www.NCMedicaidOmbudsman.org
info@ncmedicaidombudsman.org
1-877-201-3750
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 Info@TrilliumNC.org. 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 https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, 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 http://www.hhs.gov/ocr/office/file/index.html.
You can request free auxiliary aids and services, including this material and other information in large print. Call 1-877-685-2415 (TTY/TDD 711). If English is not your first language, we can help. Call 1-877-685-2415 (TTY/TDD 711). We can give you, free of charge, the information in this material in your language orally or in writing, access to interpreter services, and can help answer your questions in your language.
Español (Spanish): Puede solicitar ayudas y servicios auxiliares gratuitos, incluido este material y otra información en letra grande. Llame al 1-877-685-2415 (TTY/TDD 711). Si el inglés no es su lengua nativa, podemos ayudarle. Llame al 1-877-685-2415 (TTY/TDD 711). Podemos ofrecerle, de forma gratuita, la información de este material en su idioma de forma oral o escrita, acceso a servicios de interpretación y podemos ayudarle a responder a sus preguntas en su idioma.
中国人 (Chinese): 您可以申请免费的辅助工具和服务，包括本资料和其他计划信息的大字版。请致电 1-877-685-2415 (TTY/TDD 711)。 如果英语不是您的首选语言，我们能提供帮助。请致电 1-877-685-2415 (TTY/TDD 711)。我们可以通过口头或书面形式，用您使用的语言免费为您提供本资料中的信息，为您提供翻译服务，并且用您使用的语言帮助回答您的问题。
Tiếng Việt (Vietnamese): Bạn có thể yêu cầu các dịch vụ và hỗ trợ phụ trợ miễn phí, bao gồm tài liệu này và các thông tin khác dưới dạng bản in lớn. Gọi 1-877-685-2415 (TTY/TDD 711). Nếu Tiếng Anh không phải là ngôn ngữ mẹ đẻ của quý vị, chúng tôi có thể giúp quý vị. Gọi đến 1-877-685-2415 (TTY/TDD 711). Chúng tôi có thể cung cấp miễn phí cho quý vị thông tin trong tài liệu này bằng ngôn ngữ của quý vị dưới dạng lời nói hoặc văn bản, quyền tiếp cận các dịch vụ phiên dịch, và có thể giúp trả lời các câu hỏi của quý vị bằng chính ngôn ngữ của quý vị.
한국인 (Korean): 귀하는 무료 보조 자료 및 서비스를 요청할 수 있으며, 여기에는 큰 활자체의 자료 및 기타정보가있습니다. 1-877-685-2415 (TTY/TDD 711) 번으로 전화주시기 바랍니다. 영어가 모국어가 아닌 경우 저희가 도와드리겠습니다. 1-877-685-2415 (TTY/TDD 711)번으로 전화주시기 바랍니다. 저희는 귀하께 구두로 또는 서면으로 귀하의 언어로 된 자료의 정보를, 그리고 통역 서비스의 사용을 무료 제공해 드리며 귀하의 언어로 질문에 대한 답변을 제공해 드리겠습니다.
Français (French): Vous pouvez demander des aides et des services auxiliaires gratuits, y compris ce document et d'autres informations en gros caractères. Composez le 1-877-685-2415 (TTY/TDD 711). Si votre langue maternelle n’est pas l’anglais, nous pouvons vous aider. Composez le 1-877-685-2415 (TTY/TDD 711). Nous pouvons vous fournir gratuitement les informations contenues dans ce document dans votre langue, oralement ou par écrit, vous donner accès aux services d’un interprète et répondre à vos questions dans votre langue.
Hmoob (Hmong): Koj tuaj yeem thov tau cov khoom pab cuam thiab cov kev pab cuam, suav nrog rau tej ntaub ntawv no thiab lwm lub phiaj xwm tej ntaub ntawv kom muab luam ua tus ntawv loj. Hu rau 1-877-685-2415 (TTY/TDD 711). Yog tias Lus Askiv tsis yog koj thawj hom lus hais, peb tuaj yeem pab tau. Hu rau 1-877-685-2415 (TTY/TDD 711). Peb tuaj yeem muab tau rau koj yam tsis sau nqi txog ntawm tej ntaub ntawv muab txhais ua koj hom lus hais ntawm ncauj los sis sau ua ntawv, mus siv tau cov kev pab cuam txhais lus, thiab tuaj yeem pab teb koj cov lus nug hais ua koj hom lus.
عر بي (Arabic):
ي ذلك، هذا المستند ومعلومات أخرى حول الخطة بأحرف كب رية. اتصل
يمكنك طلب الخدمات والمساعدات الإضافية المجانية بما ف
على الرق
(TTY/TDD 117)5142-586-778-1 .
إذا كانت اللغة الإنجل ر يية ليست لغتك الأولى، فيمكننا المساعدة. اتصل على الرقم . (TTY/TDD 117)5142-586-778-1 يمكننا أن
ي هذا المستند بلغتك شفهيًا أو كتابيًا إلى خدما ت
نقدم لك المعلومات الواردة ف
Pусский (Russian): Вы можете запросить бесплатные вспомогательные средства и услуги, включая этот справочный материал и другую информацию напечатанную крупным шрифтом. Позвоните по номеру 1-877-685-2415 (TTY/TDD 711). Если английский не является Вашим родным языком, мы можем Вам помочь. Позвоните по номеру 1-877-685-2415 (TTY/TDD 711)Мы бесплатно предоставим Вам более подробную информацию этого справочного материала в устной или письменной форме, а также доступ к языковой поддержке и ответим на все вопросы на Вашем родном языке.
Tagalog (Tagalog): Maaari kang humiling ng libreng mga auxiliary aid at serbisyo, kabilang ang materyal na ito at iba pang impormasyon sa malaking print. Tumawag sa 1-877-685-2415 (TTY/TDD 711). Kung hindi English ang iyong unang wika, makakatulong kami. Tumawag sa 1-877-685-2415 (TTY/TDD 711). Maaari ka naming bigyan, nang libre, ng impormasyon sa materyal na ito sa iyong wika nang pasalita o nang pasulat, access sa mga serbisyo ng interpreter, at matutulungang sagutin ang mga tanong sa iyong wika.
ગુજરાતી (Gujarati): તમે આ સામગ્રી અને મોટી પ્રિન્ટમાં અન્ય માહિતી સહિત મફત સહાયક સહાય અને સેવાઓની વિનંતી કરી શકો છો. 1-877-685-2415 (TTY/TDD 711) પર કૉલ કરો. જો અંગ્રેજી તમારી પ્રથમ ભાષા નથી, તો અમે મદદ કરી શકીએ છીએ. 1-877-685-2415 (TTY/TDD 711) પર કૉલ કરો. અમે તમને આ સામગ્રીની માહિતી તમારી ભાષામાં મૌખિક અથવા લેખિતમાં મફત આપી શકીએ છીએ, દુભાષિયા સેવાઓની ઍક્સેસ આપી શકીએ છીએ અને તમારી ભાષામાં તમારા પ્રશ્નોના જવાબ આપવામાં મદદ કરી શકીએ છીએ.
ខ្មែរ (Khmer): អ្នកអាចស្នើសុំជំនួយ និងសេវាកម្មជំនួយដោយឥតគិតថ្លៃ រួមទាំងសម្ភារៈនេះ និងព័ត៌មានផ្សេងទៀតជាទម្រង់បោះពុម្ពធំ។ ទូរស័ព្ទទៅ 1-877-685-2415 (TTY/TDD 711)។ ប្រសិនបើភាសាអង់គ្លេសមិនមែនជាភាសាដំបូងរបស់អ្នក យើងអាចជួយបាន។ ទូរស័ព្ទទៅ 1-877-685-2415 (TTY/TDD 711)។ យើងអាចផ្តល់ឱ្យអ្នកដោយមិនគិតថ្លៃនូវព័ត៌មាននៅក្នុងឯកសារនេះជាភាសារបស់អ្នកផ្ទាល់មាត់ ឬជាលាយលក្ខណ៍អក្សរ ការចូលទៅកាន់សេវាកម្មអ្នកបកប្រែ និងអាចជួយឆ្លើយសំណួររបស់អ្នកជាភាសារបស់អ្នក។
Deutsch (German): Sie können kostenlose Hilfsmittel und Services anfordern, darunter diese Unterlagen und andere informationen in Großdruck. Rufen Sie uns an unter 1-877-685-2415 (TTY/TDD 711). Sollte Englisch nicht Ihre Muttersprache sein, können wir Ihnen behilflich sein. Rufen Sie uns an unter 1-877-685-2415 (TTY/TDD 711)Wir können Ihnen die in diesen Unterlagen enthaltenen Informationen kostenlos mündlich oder schriftlich in Ihrer Sprache zur Verfügung stellen, Ihnen einen Dolmetscherdienst vermitteln und Ihre Fragen in Ihrer Sprache beantworten.
ह िंदी (Hindi): आप इस सामग्री और बड़े प्रिंट में अन्य जानकारी सहित मुफ्त सहायक सहायता और सेवाओं का अनुरोध कर सकते हैं। 1-877-685-2415 (TTY/TDD 711) पर कॉल करें। अगर अंग्रेजी आपकी पहली भाषा नहीं है, तो हम मदद कर सकते हैं। 1-877-685-2415 (TTY/TDD 711) पर कॉल करें। हम आपको नि:शुल्क इस सामग्री की जानकारी आपकी भाषा में मौखिक या लिखित रूप में दे सकते हैं, दुभाषिया सेवाओं तक पहुंच प्रदान कर सकते हैं, और आपकी भाषा में आपके प्रश्नों के उत्तर देने में सहायता कर सकते हैं।
ພາສາລາວ (Lao): ທ່ານສາມາດຂໍການຊ່ວຍເຫ ຼືອເສີມ ແລະ ການບໍລິການຕ່າງໆໄດ້ແບບຟຣີ, ລວມທັງເອກະສານນີ້ ແລະ ຂໍ້ມູນອຼື່ນໆເປັນຕົວພິມໃຫຍ່. ໂທຫາເບີ 1-877-685-2415 (TTY/TDD 711). ຖ້າພາສາແມ່ຂອງທ່ານ ບໍ່ແມ່ນພາສາອັງກິດ, ພວກເຮົາສາມາດຊ່ວຍໄດ້. ໂທຫາເບີ 1-877-685-2415 (TTY/TDD 711). ພວກເຮົາສາມາດໃຫ້ຂໍ້ມູນໃນເອກະສານນີ້ ເປັນພາສາຂອງທ່ານທາງປາກເປົ່າ ຫ ຼື ເປັນລາຍລັກອັກສອນ, ການເຂົ້າເຖິງການບໍລິການນາຍແປພາສາ ໃຫ້ແກ່ທ່ານໂດຍບໍ່ເສຍຄ່າຫຍັງ ແລະ ສາມາດຊ່ວຍຕອບຄໍາຖາມຂອງທ່ານເປັນພາສາຂອງທ່ານ.
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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