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Crisis Services Continuum

Vaya Health supports a strong continuum of behavioral health crisis services. Network providers must know how to access crisis response services that are appropriate to the individual’s specific situation.

Network providers are required to maintain appropriate emergency coverage, including after-hours coverage, and to respond in a timely and appropriate manner to any member who is in crisis. Additional resources include Vaya’s 24/7 Behavioral Health Crisis Line, local walk-in centers, Mobile Crisis Management (MCM), Behavioral Health Urgent Care (BHUC) centers, and Facility-based Crisis (FBC) centers.

These options serve as alternatives to the emergency department (ED) and should be attempted first, unless the situation is life-threatening.

Vaya’s Member and Recipient Services Department operates a toll-free, 24-hour Behavioral Health Crisis Line at 1-800-849-6127 for telephonic screening, crisis intervention, connection to MCM services, and appointment referrals. The Behavioral Health Crisis Line is answered by a live person.

Members who are experiencing a crisis that is not life-threatening may visit a walk-in center without an appointment. Walk-in centers are open during regular weekday business hours and offer same-day assessments, triaged by need, in all counties Vaya serves.

The centers also provide services such as medication management, individual therapy, and group therapy for individuals with behavioral health, intellectual/developmental disability, or traumatic brain injury needs.

Click here to view a list of walk-in centers throughout the region. For assistance, call Vaya’s Member and Recipient Service Line at 1-800-962-9003.

Members who need immediate access to crisis services can call their area Mobile Crisis Management (MCM) team. Mobile crisis services are considered crisis stabilization services and are available 24/7 to provide immediate behavioral health help wherever it is needed. MCM services are provided at no cost to the individual, regardless of insurance status or Medicaid eligibility.

Use the chart below to identify the MCM team and phone number for the county where the crisis occurs. You may also reach your local team by calling Vaya’s 24/7 Behavioral Health Crisis Line at 1-800-849-6127.

RHA Health Services MCM Central: Alamance, Caswell, Franklin, Granville, Person, and Vance counties

1-844-709-4097

RHA Health Services MCM West: Alexander, Buncombe, Caldwell, Henderson, Madison, McDowell, Mitchell, Polk, Transylvania, and Yancey counties

1-888-573-1006

Daymark Recovery Services: Alleghany, Ashe, Avery, Rockingham, Rowan, Stokes, Watauga, and Wilkes counties

1-866-275-9552

Monarch: Chatham County

1-800-568-7235

Appalachian Community Services: Cherokee, Clay, Graham, Haywood, Jackson, Macon, and Swain counties

1-888-315-2880

Freedom House Recovery Center: Alamance and Person counties

1-866-275-9552

Vaya contracts with three comprehensive providers to deliver MCM and other crisis services throughout our region. Service lines with first responder responsibilities, such as Assertive Community Treatment or Intensive In-Home services, should not use MCM as the first responder, even if it is their own MCM team. This does not meet the intent of a first responder. The first responder function should be separate.

MCM, which is a higher-level service, should only be used once the first responder attempted telephonic intervention or a face-to-face assessment and implementation of the individual’s crisis plan, without success.

Behavioral Health Urgent Care (BHUC) centers are an alternative to the ED for children and adults experiencing a mental health or substance use crisis. An individual can remain in the center for up to 23 hours and receive triage, crisis risk assessment, evaluation, and intervention for urgent or emergent needs.

Vaya supports BHUC centers at the following facilities:

Facility-based Crisis (FBC) centers provide 24/7 non-hospital medical services to individuals who are experiencing a mental health or substance use crisis. The centers provide community-based treatment alternatives for people seeking care voluntarily, and most accept individuals who have been involuntarily committed to treatment. To inquire about admission to an FBC, we encourage you to call the facility first to assess availability and appropriateness. 

Vaya supports FBC centers at the following facilities: