Emergency Services

How to get help in an addiction or mental health crisis?

If you or someone else is in immediate danger of physical harm, call 911.

Most addiction and mental health crises do not require a visit to the emergency room. Access to mental health services and substance abuse treatment is always available.

Call to access services toll-free 24 hours a day, seven days a week: 1-800-849-6127.  Please call this number if you or a loved one are experiencing a crisis or need an assessment or a referral. Hearing impaired/TTY, please contact RelayNC at 711.

For additional assistance in a crisis, call Vaya Health. We have trained specialists available 24/7 to help in emergency situations. Vaya Health specialists can also make an appointment with a behavioral health center or addiction treatment center. Call Vaya Health toll-free at 1-800-849-6127

As a Medicaid MCO, Vaya Health is responsible for paying for covered emergency services needed by our Members regardless of whether the provider that furnishes the services has a contract with us. Emergency services are those services needed to evaluate or stabilize an emergency medical condition as that term is defined at 42 CFR § 438.114. Under the 1915(b)/(c) Waiver, this essentially means services provided in the emergency department or a facility based crisis where the individual’s primary diagnosis falls within ICD-10 diagnosis ranges F01 to F99 and the treatment provider is related to that behavioral healthcare diagnosis. This does not include inpatient treatment, which requires a contract or out of network agreement and prior/ concurrent authorization. If you are unsure about whether a claim for emergency care should be submitted to Vaya Health or directly to the NC Division of Medical Assistance, please refer to the DMA Mixed Services Payment Protocol chart.

In order to submit a claim for emergency services, please follow the instructions on the
Enrollment page for submitting the Emergency Services Reimbursement Request Form.

If assistance is needed at night or on a weekend, or if transportation is not available, call the Mobile Crisis Management Team. The Mobile Crisis Management Team is available 24/7 to provide immediate mental health help wherever needed. The Mobile Crisis Management Team is a free service, with or without insurance.

County Phone
Alexander, Buncombe, Caldwell, Henderson, Madison, McDowell, Mitchell, Polk, Rutherford, Transylvania, Yancey 1-888-573-1006
Alleghany, Ashe, Avery, Watauga, Wilkes 1-877-492-2785
Cherokee, Clay, Graham, Haywood, Jackson, Macon, Swain 1-888-315-2880

Call 1-800-849-6127 toll free 24/7 to access mental health, substance use and intellectual and/or developmental disability services. Members can request materials in Spanish or English.

Llamar al número gratuito 1-800-849-6127 24/7 para obtener servicios y apoyo a la salud mental, discapacidades de desarrollo y abuso de sustancias. Los miembros pueden solicitar materiales en español o Inglés.