​​​​​​​​​​​​​Emergency and Disaster Assistance Questions & Answers​​

Medi-Cal Managed Care Members​​​​​​​​​ ​

1) Who do I call if I cannot reach my doctor?

Please call your Member Service number on the back of your Health Plan Card. You can also access the Member Service Line for your Plan at this link.

2) Who do I call if I have questions about filling my prescription?

During evacuations, members in counties affected by an emergency can obtain an emergency supply from the drug store where they originally filled their prescription. If the drug store is closed where you normally get your prescription, please call the Member Service number on the back of your Health Plan Card. You can also access the Member Service Line for your Plan at this link. To find pharmacies open near you during an emergency, visit www.RxOpen.org.

3) Who do I call if I have medical transportation planned that could be impacted by an emergency?

Your Health Plan can help make changes to your existing reservation. Please call your Member Service number on the back of your Health Plan Card. You can also access the Member Services Line for your Plan at this link.​​​​​​

Hom​e and Community Based Alternatives & Assisted Living Waivers

1) Who do I call if I cannot reach my doctor?

If you are receiving Home and Community-Based Alternative (HCBA) services, please contact your respective Waiver Agency (WA) or Case Manager. This link identifies HCBA WAs by county service areas and includes contact information. 

2) Who do I contact about how to access my Home and Community Based Alternatives (HCBA) Waiver services if my waiver service providers are impacted by outages or evacuated?

If you are enrolled with a HCBA Waiver Agency (WA), please contact your WA for assistance with identifying alternate service options. This link identifies HCBA WAs by their county service areas and contact information.  If it is an emergency and you need to access services immediately, please call 911.

If you do not live in a county currently served by an HCBA WA, please contact your Home Health Agency case manager and/or your HCBA Department of Health Care Services Nurse Case Manager at (833) 388-4551 (Monday – Friday, from 7 a.m. – 5 p.m.).  If it is an emergency and you need to access services immediately, please call 911.

3) Who do I call if I have questions about filling my prescription?

During emergencies, beneficiaries in counties affected by the emergency can get an emergency supply from the drug store where your prescription was originally filled. If the drug store where you normally get your prescription is closed, please call your Waiver Agency or Case Manager. To find pharmacies open near you during an emergency, visit www.RxOpen.org.

4) Who do I call if I have medical transportation planned that could be impacted by an emergency?

A beneficiary receiving Home and Community-Based Alternative (HCBA) transportation services should contact your respective Waiver Agency (WA) or Case Manager. This link identifies HCBA WAs by county service area and includes contact information.

​5) My Assisted Living Waiver (ALW) facility has been told to evacuate.  What do I do?

Staff must follow the facility's relocation protocols to ensure client safety and limited disruption in services. Please work with your Care Coordination Agency (CCA). This link identifies CCAs by county service area and includes contact information.

6) What should I bring in case I need to evacuate or relocate due to fires, power outages, or other emergencies?

If you have to leave your homes, please remember a few things:

  • Be sure to bring your personal emergency plan and Plan of Care identifying your circle of support (friends and family back-up caregivers);
  • Bring your Durable Medical Equipment, if possible;
  • Be sure you have your current medications, and a medication list;
  • Be sure you have your medical equipment which needs power supply; and
  • Be sure you have your dentures, eyeglasses, and any supplies needed for multiple days.

​​Indian Health Clinics Exempt from Licensure​​

1) Where can American Indians, enrolled in a managed care plan, access health care services? 

American Indians may receive care from any eligible Tribal Health Program or urban Indian Health clinic in the state.  Members can also access the plan's member service customer center for a list of other eligible providers.

See the Department of Health Care Services Medi-Cal Managed Care website for a list of plan numbers and resources.

2) Where can American Indians, enrolled in straight Medi-Cal, access health care services? 

American Indians may access health services at any clinic. 

3) If a clinic needs equipment or patient supplies to sustain clinic operations (e.g., generator, N95 masks, etc.), which agency can help obtain resources?

Indian Health clinics should first contact their local Medical Health Operational Area Coordinator (MHOAC) in their county to request resources.

You can find a list of MHOAC Public Contacts at this link.

​Behavioral Health (Mental Health and Substance Use Disorder) Services and Facilities

1) How do I access emergency mental health services?

Disaster Distress Helpline provides 24/7, 365-day-a-year crisis counseling and support to people experiencing emotional distress related to natural or human-caused disasters. Call (800) 985-5990 or text TalkWithUs to 66746 to connect with a trained crisis counselor. If it's an emergency—for example, someone is suicidal or in a crisis—call 911.

2) My facility has been asked to evacuate due to an emergency.  What do I do?

Staff must follow the facility's relocation protocols to ensure client safety and limited disruption in services. Please work with your assigned analyst. The Department of Health Care Service main office number is: (916) 322-2911.

3) I need help finding placement for clients.  What do I need to do?

The Department of Health Care Services will provide a list of facilities in neighboring areas outside of the evacuation zones and will assist in making calls to any necessary treatment facilities.  Following are links to the Department's Provider Directories for reference:

4) My facility has been destroyed.  Can my application for relocation be expedited and payment delayed?

Yes, the Department of Health Care Services will work with you on expediting the application as quickly as possible.  Clients may need to relocate to other treatment programs during this time and the Department can assist in identifying other treatment facilities.

I have clients at my Narcotic Treatment Program (NTP) who need a temporary exception to allow for additional take-home medications.  What needs to be done?
Please submit any requests for exceptions to the OTP Extranet.  The Department of Health Care Services is promptly reviewing all exceptions. 

​Other Managed Care Resources​​​

Office of the Ombudsman

  • Hours of Operation:  Monday through Friday, 8 a.m. to 5 p.m. PST; excluding holidays
  • By Phone: (888) 452-8609

County Mental Health Plan Information

Partnership Health Plan Emergency Resource Information

HealthNet Plan Emergency Resource Information: Los Angeles and Sonoma CountiesLos Angeles and Riverside Counties

LA Care Health Plan Emergency Resource Information

Other Resource Information​​​​

Waiver Agency Service Area
Access TLC

Santa Barbara County, and sections of Los Angeles and Orange Counties

 (service area defined by zip codes)

Centers for Elders' IndependenceAlameda and Contra Costa Counties
Home Health Care ManagementButte, Glenn, Sacramento, San Joaquin, Shasta, Solano, Sutter, Tehama, Yolo, Yuba, Colusa, Del Norte, El Dorado, Humboldt, Lake, Lassen, Modoc, Nevada, Placer, Plumas, Sierra, Siskiyou, and Trinity Counties
Institute on AgingSan Francisco, San Mateo, San Bernardino, and Riverside Counties
Libertana Home Health

Kern, Fresno, Kings, Tulare, Madera, Mariposa, Merced, Stanislaus, Tuolumne, San Luis Obispo, Amador, Calaveras, Santa Clara, Santa Cruz, San Benito, Monterey, and sections of Los Angeles and Orange Counties 

(service area defined by zip codes)

Partners in Care

Sections of Los Angeles County

 (service area defined by zip codes)

San Ysidro Health
San Diego County
Sonoma County Human Services Department
Sonoma County​

Last modified date: 11/21/2019 4:43 PM