Emergency and Disaster
Vaya Health supports providers through emergencies and disasters, offering resources, updates, and guidance. If an emergency or disaster results in a major failure or disruption in care, we collaborate with state, local, and other appropriate agencies to coordinate disaster response services within our region or statewide as requested by the State Disaster Response Team.
During an emergency or disaster, Vaya promptly responds to provider questions and concerns through either a dedicated command center or Vaya’s Provider Support Service Line (1-866-990-9712).
We comply with all North Carolina Department of Health and Human Services (NCDHHS) guidance, including on advanced payment arrangements to support providers in the event of provider revenue disruptions. When directed by NCDHHS, Vaya ensures continuity of Medicaid and State-funded services by:
- Offering extended service line hours with trained staff available to answer and triage calls, including about emergency- or disaster-related queries
- Removing and/or reducing required Medicaid and State-funded authorization and concurrent review requirements
- Ensuring emergency physical and behavioral health services are accessible to members/recipients residing in shelters
- Providing all members/recipients with access to out-of-network and telehealth providers if an appropriate participating provider is unavailable to treat them
- Increasing Medicaid Behavioral Health and Intellectual/Developmental Disabilities Tailored Plan member access to medications by removing maximum dosage limits for required medication, including medication-assisted treatment, antipsychotics, and insulin
If a Tailored Plan member needs to refill a prescription or access medication during an emergency or disaster, they should call their pharmacy or Vaya’s Member and Recipient Service Line at 1-800-962-9003. Pharmacies may be able to give members enough medication to get through the emergency.
Provider Disaster Response Plan Requirements
Vaya requires network providers to have a disaster response plan that:
- Meets the standards of your organization’s accrediting body
- Identifies a disaster coordinator
- Identifies disaster responders within your organization
- Identifies training requirements for the disaster coordinator and individual disaster responders
- Identifies a contingency plan for member/recipient services (e.g., medication supplies, housing) where needed
- Identifies a member/recipient relocation plan (for residential providers)
Vaya recruits and trains network providers to staff disaster shelters. If the need arises, our Provider Network Operations Department will contact your disaster coordinator to initiate emergency or disaster response activities.
Additional Resources
- NCDHHS: Disaster and Behavioral Health Resources and Communications Toolkit
- NCDHHS: Mental Health Disaster Preparedness page
- NCDHHS: Disaster Preparation and Recovery page
- ReadyNC.gov
- Substance Abuse and Mental Health Services Administration: Disaster Planning Handbook for Behavioral Health Service Programs
- U.S. Department of Health and Human Services: Technical Resources, Assistance Center, and Information Exchange (TRACIE) Emergency Preparedness Requirements for Medicare and Medicaid Participating Providers and Suppliers resource page