CONSUMER SERVICE GUIDE

Download Consumer Service Guide (pdf 8Mb)

Welcome to Saginaw County Community Mental Health Authority (SCCMHA). We want to help you make your life the best it can be. We’re here for you!

The information below will tell you what SCCMHA can do for you. Please read it and use it to help you.

This information is also available as a printed booklet in both English and Spanish, large print and on audiotape. Please call SCCMHA (989.797.3400) if you would like to view our Customer Service Guide in one of these other formats.

• Directory
• Customer Services
• Crisis Intervention Services
• Person-Centered Planning
• Things to Remember
• Mental Health Services When You’re Out of Town
• Who Pays?
• Your Rights
• Confidentiality (Privacy)
• Appeals and Grievances
• Other Groups That Want to Help You

Directory

24-Hour Emergency Services

Non-Emergency General Service Questions and Insurance Coverage

Customer Services/Recipient Rights Office

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Customer Services

We believe all people deserve the chance to learn, to grow and to make their dreams come true. Our purpose is to make sure that you know about the services available in our community to help you reach your goals.

This booklet will help you understand more about your services and your right to receive the help you need. When you start services with SCCMHA, a case manager, supports coordinator or therapist (support staff) will work with you. If you have questions about services, mental health care or if you need more information, please talk with your support staff or you can call, write or visit us at:

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Crisis Intervention Services

Crisis Intervention has many services that can help you. The helpful and willing crisis staff is available to talk to you by phone or in person if you need help. If you come in to be seen in person, the crisis staff will meet with you and review your choices with you. Don’t wait to call us if you are having a mental health emergency. Help is available 24 hours a day by calling our Crisis Intervention Services at:

If your emergency involves a child, please ask to speak to the children’s on-call staff. A children’s worker will return your call immediately.

If you and the crisis staff person agree that you need constant help, the staff will help you get to the hospital or to the Crisis Residential Treatment Program. If you need help, but you don’t need someone with you 24 hours a day, Crisis Stabilization may be a program that would help you solve your problems. The crisis staff will let you know what choices you have.

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Person-Centered Planning

We want to find services that are just right for you. To do this, your support staff will schedule a Person-Centered Planning meeting. Person-Centered Planning is all about you, and what you want to learn and do. During this meeting, your support staff will help you set goals and choose the type of support and services you need.

To get started, you will be asked to think about:

• What do you want for your future?
• What are your dreams and goals?
• What new things would you like to learn and do?
• What kinds of help do you need — with housing, food, transportation, job, medical needs and entertainment — right now and in the future?

Once your Person-Centered Plan is in place, you will begin to work with the people and services you have chosen to help you meet your goals.

You may ask for a new Person-Centered Planning meeting at any time. Sometimes you will reach your goals right away and want to set new ones. If you are unhappy with your services, you can change your plan at any time. Just remember that it is important to talk with your support staff to let them know how everything is going. We want you to be successful!

If you have questions or don’t understand Person-Centered Planning, ask your support staff or call Customer Services. Training is available for you.

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Things to Remember

• Bring your Medicaid or insurance card every time you visit.
• Remember the name of the support staff you are working with. Carry his or her business card with you.
• If you have to cancel an appointment, call the person you have the appointment with. If he or she is not available, leave a message.

• You can leave a recorded message if you would like. If you do not wish to leave a recorded message, please call the switchboard at 1-800-258-8678.

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Mental Health Services When You’re Out of Town

You should carry your Medicaid card with you at all times. If you receive Medicaid, you are covered for emergency mental health services anywhere in Michigan. You are also covered to stay in the hospital anywhere in the United States.

If you have a mental health emergency while you are out of town, you should contact the community mental health office where you are. They will then contact us at SCCMHA to arrange for your care. If you do not know how to contact the community mental health office where you are, call us and we will help you.

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Who Pays?

Your Ability to Pay

Your support staff will help you schedule an appointment to determine your monthly ability to pay for services you have received at SCCMHA. Please bring your insurance card(s) to this meeting. If you have a job, you should bring a recent pay stub or letter from your employer stating how much income you earn from your job. For additional information on Payments and Responsibilities, click here.

Your Responsibility

You are required to pay for services received from SCCMHA based upon your ability to pay. Services are billed monthly and payment is expected within 30 days of billing. We will be willing to work out a payment schedule if necessary. Failure to pay after a reasonable period of time will force SCCMHA to take further action.

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Your Rights

You will receive a booklet called “Your Rights” at your first appointment. Please read it. It contains a lot of helpful information. Everyone has the right to be treated with dignity and respect at all times. If you have questions about your rights or feel your rights have been violated, please call the Customer Services/Recipient Rights Office at (989) 797-3452 or toll-free at 1-800-258-8678. For a complete list of your basic rights, click here.

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Confidentiality (Privacy)

All information about you and your treatment will be kept private unless you give us permission or we are required by law to share the information. For futher information on our Privacy Practice, click here.

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Appeals and Grievances

If you are not satisfied with the services you are receiving in your plan, or if your services are reduced, suspended or stopped, you have the right to a review.

If you have Medicaid insurance, you have the right to request an Administrative Hearing with the Michigan Department of Community Health. If you do not have Medicaid insurance, we can help you locally.

If you have been denied a psychiatric hospitalization, you have the right to a second opinion.

An Appeals and Grievances brochure is available upon request. If you have any questions, please call the Customer Services/Recipient Rights Office at (989) 797-3452 or toll-free at 1-800-258-8678. For futher information on Appeals and Grievances, click here.

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Other Groups That Want to Help You

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