Vaya Health supports a strong continuum of services to help members in crisis. Network providers must know how to access crisis response services that are appropriate to the member’s specific situation.
All 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 Access to Care Line, walk-in services available at local Comprehensive Care 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. Options become more limited once a person enters the ED.
Vaya’s Customer Services Department operates a toll-free, 24-hour Access to Care Line at 1-800-849-6127 for telephonic screening, crisis intervention and appointment referrals. The Access to Care Line is answered by a live person.
Customer Services staff can address the following issues:
Crisis intervention, including referral to mobile crisis services
Management and provision of referrals for emergent, urgent and routine calls
Referrals for diagnostic or Comprehensive Clinical Assessments
Information about community (non-treatment) resources
Enrollment of an individual into a Vaya Health Plan
Recording and resolution of complaints or grievances
General information about Vaya and public mental health, substance use and intellectual/developmental disability (IDD) services available in our catchment area
Members who are experiencing a crisis that is not life-threatening may visit a Comprehensive Care Center, also known as a walk-in center, without an appointment. Comprehensive Care 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 mental health, substance use and/or IDD needs.
Click here to view a list of Comprehensive Care Centers throughout the region. You may also call Vaya’s 24/7 Access to Care Line at 1-800-849-6127 for assistance.
Members who need immediate access to crisis services can call their area Mobile Crisis Management (MCM) team. Vaya works with Comprehensive Care Centers to cover our catchment area and other providers in counties outside our catchment area. 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 Access to Care Line at 1-800-849-6127.
Mobile Crisis by County
County: Alexander, Buncombe, Caldwell, Henderson, Madison, McDowell, Mitchell, Polk, Transylvania, Yancey
Mobile Crisis Phone No. 1-888-573-1006 (RHA Health Services)
County: Alleghany, Ashe, Avery, Watauga, Wilkes
Mobile Crisis Phone No. 1-877-492-2785 (Daymark Recovery Services)
County: Cherokee, Clay, Graham, Haywood, Jackson, Macon, Swain
Mobile Crisis Phone No. 1-888-315-2880 (Appalachian Community Services)
Vaya contracts with three Comprehensive Care Center providers to deliver MCM and other crisis services throughout our catchment area. Service lines with first responder responsibilities, such as Assertive Community Treatment (ACT) team 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 utilized once the first responder attempted telephonic intervention or a face-to-face assessment and implementation of the member’s crisis plan, without success.
Vaya supports BHUC centers in our catchment area. The Comprehensive Care Center at 356 Biltmore Ave., Asheville, NC 28801 (known as C3356) offers 24/7 BHUC services. Upon arrival, members are triaged, assessed and, if necessary, allowed to stay for up to 24 hours as staff work to stabilize the member and arrange for aftercare. C3356 also offers a drop-in peer living room where members can speak with certified peer support specialists and engage in recovery activities.
A BHUC center is also available at the Balsam Center, 91 Timberlane Road, Waynesville, NC 28786. BHUC services are available 24/7 for anyone experiencing a crisis.
There are four adult and one child/adolescent facility-based crisis centers (FBCs) for detox or crisis stabilization in Vaya’s catchment area. Vaya also contracts with other FBCs outside our catchment area. FBCs provide 24/7 non-hospital medical services to individuals who are experiencing a mental health or substance use crisis. They provide community-based treatment alternatives for people seeking treatment voluntarily, and most accept members who have been involuntarily committed to treatment.
To inquire about member admission to an FBC, we encourage you to call the facility first to assess availability and appropriateness.
Vaya supports FBC units for adults age 18 and older at the following facilities:
- The Neil Dobbins Center, 356 Biltmore Ave., Asheville, NC 28801
- The Balsam Center, 91 Timberlane Road, Waynesville, NC 28786
- Caldwell C3 Comprehensive Care Center, 2415 Morganton Blvd. SW, Lenoir, NC 28645
- Synergy Recovery, 118 Peace St., North Wilkesboro, NC 28659
An FBC for children and adolescents is now available in Buncombe County. The Caiyalynn Burrell Child Crisis Center is located at 277 Biltmore Ave., Asheville, NC 28801. For more information on FBC centers or other crisis response options, call our Access to Care Line at 1-800-849-6127.