Helene Recovery

Vaya Health, an Asheville-based public managed care organization for people with mental health, substance use, intellectual/ developmental disability, and traumatic brain injury needs, serves 19 of the North Carolina counties included in President Biden’s Sept. 29 Major Disaster Declaration following Hurricane Helene: Alexander, Alleghany, Ashe, Avery, Buncombe, Caldwell, Clay, Henderson, Haywood, Jackson, Macon, Madison, McDowell, Mitchell, Polk, Transylvania, Watauga, Wilkes, and Yancey. Swain County, also within Vaya’s service area, sustained significant damage as well.

Vaya staff live and work in the communities we serve, including all counties in the disaster area. Many staff are experiencing the same issues as these communities, but Vaya successfully activated its business continuity and disaster recovery plans and is responding to the evolving situation. 

Vaya’s offices in western North Carolina are closed through at least Oct. 4, but Vaya staff with internet access are working remotely and all systems are operational. Vaya’s service lines are operating normally, including: 

  • Vaya’s Behavioral Health Crisis Line (1-800-849-6127) is available 24 hours a day, 7 days a week 
  • Vaya’s Member and Recipient Service Line (1-800-962-9003) is available Mon.-Sat., 7 a.m. – 6 p.m. 

Behavioral Health Walk-in Centers

Walk-in centers help people experiencing a mental health or substance use crisis in the same way urgent care clinics help people with immediate physical health needs. You can visit a walk-in center without an appointment. This document provides up-to-date information about which walk-in centers are open in the 32 counties Vaya serves.

Questions about your Insulin? 

You do not necessarily need to throw away insulin that has not been refrigerated. Most is still good for up to 28 days: Insulin Storage and Expiration

Do you need to switch insulin products due to availability? Read more about switching here: Switching Between Insulin Products in Disaster Response Situations 2020

Shelters and Road Closures

For those seeking immediate shelter, ReadyNC provides a resource of open shelters with availability. In addition to general population shelters, two state medical support shelters are open for those who require specialized health care attention.  

Road conditions and other transportation information can be found at https://www.readync.gov/stay-informed/road-conditions.  

County Information

  • For water customers of TWSA in the Cullowhee/Sylva/Webster/Whittier area, please remain vigilant about water conservation and usage as there is still a boil water advisory. 
  • Call 828-631-HELP(4357) for assistance. 
  • Jackson County Emergency Management Facebook: https://www.facebook.com/JacksonNCEM  

A phone line is being set up for anyone to call if they need assistance. The number is 828-722-5025 or 828-722-5026 

To keep our 911 call center open for emergency calls, please use the following numbers for nonemergencies:  

Pharmacy Concerns 

Early prescription refills and prior approval overrides are available for members impacted by Hurricane Helene. Please contact the Pharmacy Service Line at 1-800-540-6083 with any medication access questions or concerns. 

Operating Pharmacies in Counties Affected by Hurricane Helene 

North Carolina Board of Pharmacy staff have received notice of pharmacies in western North Carolina that are operating and serving patients. Staff will continue posting updates as they receive them. 

Learn more: Operating Pharmacies in Counties Affected by Hurricane Helene 

Temporary Medicaid Flexibilities 

NC Medicaid has issued temporary flexibilities following Gov. Roy Cooper’s Executive Order 315 (Sept. 25), which declared a state of emergency for North Carolina. See more: NC Medicaid temporary flexibilities. 

Behavioral Health Resources

Behavioral health (mental health and substance use) resources are critical during disaster response and recovery periods. Those in the communities Vaya serves can reach out to the following resources: 

  • Call 911 for emergency assistance 
  • Call 211 for local resources (non-emergency). Use 211, not 911, if you are trying to find a friend or loved one you can’t contact 
  • Vaya’s Behavioral Health Crisis Line (1-800-849-6127) is available 24 hours a day, 7 days a week 
  • Vaya’s Member and Recipient Service Line (1-800-962-9003) is available Mon.-Sat., 7 a.m. – 6 p.m. 
  • Call NC’s Peer Warmline (1-855-PEERS NC) to speak to a peer living in recovery from mental health or substance use issues  
    • Available 24/7 
    • Free and confidential 

We will continue to update this page as we have more information and as conditions change.  

Need Help?

Finding care can be confusing sometimes. At Vaya Health, we make it easier. The process starts with a phone call to our Member and Recipient Services Line at
1-800-962-9003.