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

 

Experiencing a disaster like a fire can disrupt access to essential health services. Here's how Medi-Cal can support you in such situations:

Accessing Health Care Service​s during a Public Hea​​lth Emergency

Filling Prescrip​​​​tio​​ns

  • Medi-Cal members can go to any Medi-Cal enrolled pharmacy. System emergency overrides have been activated for Medi-Cal members in pharmacies in the impacted counties to allow the bypassing of specific pharmacy claim submission edits (i.e. early refill, duplicate fill, etc.).
  • To assist displaced members, the Medi-Cal Rx Call Center Team has been provided with links to an emergency pharmacy locator, Rx Open 3.0 - Healthcare Ready. Call Center representatives can use this resource to help members locate a pharmacy in the areas where they've been evacuated.
    • ​The Board of Pharmacy (BOP) has provided guidance and flexibilities, waiving requirements that may be impossible to meet during an emergency; this includes requirements for prescription forms, record-keeping, labeling and other standard pharmacy practices and duties. DHCS shared this BOP guidance with the Medi-Cal Rx Call Center to ensure awareness and alignment in communication with Medi-Cal members.
  • During evacuations, Managed Care Plan 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 Medi-Cal Rx Customer Service Center at (800) 977-2273 24 hours a day, 7 days a week, 365 days per year or locate a nearby pharmacy at Rx Open 3.0 - Healthcare Ready.

Lost Benefits Identification Card (BIC)​​​

  • Replacement: If your BIC is lost, stolen, or destroyed, contact your county social services office or DHCS email to request a new one. Members can still go to the doctor and fill prescriptions without their BIC.

Dialysis Ne​​eds

  • Immediate Care: In emergencies, seek dialysis at the nearest facility. Inform them of your Medi-Cal coverage; they can verify eligibility even without your BIC.
  • Assistance: If you face challenges accessing dialysis, contact your Medi-Cal managed care plan or the Medi-Cal Member Helpline at (800) 541-5555 for guidance.

Inaccessible or Closed Doctor​​'s Office

  • If you need emergency care, call 911 or go to the nearest hospital.
  • Alternative Providers: If your primary care provider is unavailable, use your health plan's directory to find other in-network doctors. Your health plan's member services division can assist in locating available providers.
  • Telehealth Services: Many plans offer telehealth options, allowing you to consult with healthcare professionals remotely.

Community-Based Adult Services (CBAS)​​

  • Service Continuity: If your CBAS provider is affected, contact them to learn about receiving CBAS Emergency Remote Services (ERS). Your Medi-Cal managed care plan can also provide information on accessing necessary services during disruptions.

Mental Health and Substance Use Disorder Support​​

  • Accessing Services: Medi-Cal covers mental health and substance use disorder services. You may get services through your Medi-Cal managed care plan, county mental health plan, substance use disorder department, or the Medi-Cal Member Helpline at (800) 541-5555.
  • If you are experiencing a mental health crisis or if you need immediate emotional support, reach out to the national mental health hotline by dialing 9-8-8.

Planned Medical Transportation Impacts​

  • ​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.

General Tips

  • Emergency Services: In life-threatening situations, call 911 or visit the nearest emergency room.
  • Stay Informed: Keep your contact information updated with your county social services office to receive timely notifications about service changes during emergencies.
  • What should I bring in case I need to evacuate or relocate due to fires, power outages, or other emergencies? If you must leave your home, 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 equipm​​ent that needs a power supply.
    • Be sure you have your dentures, eyeglasses, and any supplies needed for multiple days.

Medi-Cal aims to ensure you receive necessary care, even during emergencies. Reach out to the appropriate contacts promptly to address your health care needs.

​The California Departmen​​t of Aging created a guide to help Californians for are older, individuals with disabilities and people with access and functional needs prepare for emergency evacuations.

Home and Community Based Alternatives & Assisted Living Waivers

​Who do I call if I cannot reach my doctor?
If you are receiving Home and Community-Based Alternative (HCBA) services, please contact your Waiver Agency (WA) or case manager. This link identifies HCBA WAs by county service areas and includes contact information. 

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 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 there is an emergency and you need access to services immediately, please call 9-1-1.
If you are unable to reach your HCBA WA, please contact DHCS at (833) 388-4551 (Monday – Friday, from 7 a.m. – 5 p.m.) or by email at HCBAlternatives@dhcs.ca.gov. If there is an emergency and you need to access services immediately, please call 9-1-1.

Who do I call if I have questions about filling my prescription?
During emergencies, members 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 WA or case manager. To find pharmacies open near you during an emergency, visit www.RxOpen.org.

Who do I call if I have medical transportation planned that could be impacted by an emergency?
A member receiving HCBA transportation services should contact your respective WA or case manager. This link identifies HCBA WAs by county service area and includes contact information.

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). Contact information for all CCAs is included at this link.

If you are unable to reach your CCA, please contact DHCS at (916) 552-9105 (Monday – Friday, from 7 a.m. – 5 p.m.) or by email at ALWIP.IR@dhcs.ca.gov. 

If there is an emergency and you need to access services immediately, please call 9-1-1.

Other Resources​​​

Indian Health Clinics Exempt from Licensure

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 or utilize the Indian Health Care Programs (IHCP) Locator to find available medical, dental, nutrition, and behavioral health services.

See DHCS' Medi-Cal Managed Care website for a list of plan numbers and resources.

Where can American Indians, enrolled in straight Medi-Cal, access health care services? 
American Indians may access health services at any clinic. Please visit the Indian Health Care Programs (IHCP) Locator to find available medical, dental, nutrition, and behaviora​l health services.

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

 

How do I access emer​​gency 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. Or contact your county mental health plan.

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. DHCS' main office number is (916) 322-2911.

I need help finding placement for clients. What do I need to do?
DHCS 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:

​​ My facility has been destroyed. Can my application for relocation be expedited and payment delayed?
Yes, DHCS 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. DHCS is promptly reviewing all exceptions. 

I am a parent or caregiver. How can I best support my child's mental health during and after an emergency, such as a wildfire or flood?
The BrightLife Kids (ages 0-12) and Soluna (ages 13-25) apps provide free, safe, and confidential mental health support for young people and families in California. Learn more at calhope.org.​

I am a primary care physician and my young patients are exhibiting signs of mental health struggles, but do not have immediate access to a clinical care provider. How can I best support them?
Cal-MAP's team of psychiatrists, psychologists, and social workers provide no-cost consultation, education, and resource navigation to California primary care providers (PCP) caring for mental and behavioral health concerns in youth 0-25. We also encourage you to take the Office of the Surgeon General's Safe Spaces training, a free, online training designed to help individuals working with children and youth recognize and respond to signs of trauma and stress

Other Resources

Office of the Ombudsman

Health Plans


Last modified date: 2/26/2025 9:35 AM