Welcome to Community Mental Health for Central Michigan (CMHCM)! We are your local agency for community mental health services, and a member of the Mid-State Health Network (MSHN), a family of community mental health and substance use disorder providers joined together to give you access to quality care. Your Guide to Services has been prepared for you to provide important information about the services available to residents of Clare, Isabella, Gladwin, Mecosta, Midland, and Osceola Counties, how to request services, and about your rights and responsibilities as a customer of community mental health services. We believe it is important that customers of community mental health services have information available that will help them make informed choices about the services and supports they will receive. In addition to the information covered in Your Guide to Services, customers have the right to information such as: • how to access primary health care and community services • the names, locations, and telephone numbers of non- English speaking mental health providers • CMHCM’s Annual Reports, board minutes and meeting schedules, board member lists, and organizational charts • Mid-State Health Network structure and operations 2 KeepKeep Your Your Guide Guide toto ServicesServices inin aa placeplace where where you you can can find find it iteasily. easily. ThisThis guideguide containscontains thethe answersanswers to to most most of of the the questionsquestions you you maymay havehave andand we havehave includedincluded phonephone numbersnumbers inin casecase you you need need to ask to questions. ask questions. This guidebook This guidebookcan be made can beavailable made availablein languages in languages other than other English than English(including (including American American Sign Language) Sign Language) or in other or formatsin other formats(such as(such audio as tape) audio free tape) of charge.free of Eachcharge. year Each we will year offer we will offer you a replacement guidebook at your you a replacement guidebook at your person-centered person-centered planning meeting. Sometimes during the yearplanning there maymeeting. be big Sometimes changes duringin the theguidebook. year there We may will offerbe bigyou changes a new guidebookin the guidebook. if this happens. We will offer You you may a alsonew contactguidebook Customer if this Serviceshappens. forYou a mayguidebook. also contact Customer Services for a guidebook. If you have additional questions about the contents of Your GuideIf you to have Services additional or ifquestions you need about any theassistance, contents ofwe encourageYour Guide you to toServices contact or CMHCMif you need Customer any assistance, Services we at (989)encourage 772-5938 you orto contacttoll free CMHCM (800) 317Customer-0708. Services Customer at Services(989) 772-5938 is available or toll Mondayfree (800)-Friday 317-0708. 8 a.m. Customer to 5 p.m.Services with the exception of holidays. There is also after-hour return is available Monday-Friday 8 a.m. to 5 p.m. with the exception call capability that can be arranged if an individual leaves informationof holidays. about There the is also preferred after-hour time return and callphone capability number that for Customercan be arranged Service if to an return individual a call. leaves information about the preferred time and phone number for Customer Service to return a call. 3 Mission Our mission is to promote community inclusion and optimal recovery through provision of comprehensive and quality integrated services to individuals with a mental illness, developmental disability, and/or substance use disorder. Vision Communities where all individuals experience fulfilled lives. Community Mental Health for Central Michigan values: • The dignity and worth of each individual • Consumer involvement and empowerment • Person-centered planning and self-determination • Behavioral and physical health integration • Prevention and wellness • Diversity • Advocacy and public education • Community inclusion • Responsiveness to local community needs • High quality services that are affordable and accessible • Creativity, innovation, and evidence-based practices • Competent staff and providers • Continuous quality improvement • Participative management • Ethical practices • Efficient utilization of resources • Fiscal integrity 4 Community Mental Health for Central Michigan County Office Locations Clare County Office Mecosta County Office 789 North Clare Avenue 500 South Third Street Harrison, MI 48625 Big Rapids, MI 49307 (989) 539-2141 (231) 796-5825 (989) 539-2143 (fax) (231) 796-2409 (fax) Isabella County Office Midland County Office 301 South Crapo Street 218 Fast Ice Drive Mt. Pleasant, MI 48858 Midland, MI 48642 (989) 772-5938 (989) 631-2320 (989) 775-7701 (fax) (989) 631-9903 (fax) Gladwin County Office Osceola County Office 655 East Cedar Street 4473 220th Avenue Gladwin, MI 48624 Reed City, MI 49677 (989) 426-9295 (231) 832-2247 (989) 426-2251 (fax) (231) 832-3281 (fax) Community Mental Health for Central Michigan Clubhouse Locations New Journey Clubhouse Summit Clubhouse 405B South Third Street 120 South Pine Street Big Rapids, MI 49307 Mt. Pleasant, MI 48858 (231) 592-4654 (989) 317-3300 (231) 592-4657 (fax) (989) 779-3237 (fax) Community Mental Health for Central Michigan Important Locations To Request Services Customer Services Access Center 301 South Crapo Street 301 South Crapo Street Suite 100 Mt. Pleasant, MI 48858 Mt. Pleasant, MI 48858 Toll free (800) 317-0708 Toll free (800) 317-0708 Recipient Rights Office After Hours Emergency 301 South Crapo Street Services Suite 100 (800) 317-0708 Mt. Pleasant, MI 48858 Toll free (800) 317-0708 5 Table of Contents TOPIC PAGE NO. Table of Contents 6 Language Assistance & Accommodations 8 Welcome to Mid-State Health Network (MSHN) 9 Provider System & Directory Accessing Services 29 Emergency and After-Hour Access to Services 30 Customer Service 32 Grievance & Appeals Processes • Grievances • Local Appeal 35 • Medicaid Fair Hearing • State Alternative Dispute Resolution Coordination of Care 40 Person-Centered Planning • Advance Directives 41 • Crisis Plan • Self-Determination Recovery & Resiliency 46 Life and Wellness 47 Co-Occurring Concerns 49 Your Responsibilities 51 Recipient Rights 52 Confidentiality & Family Access To Information 55 Service Authorization 56 • Out-Of-Network Providers Payment for Services 59 6 Table of Contents TOPIC PAGE NO. Medicaid and Healthy Michigan Specialty Services 61 • Mental Health Services • Habilitation Support Waiver and Children’s Waiver Services • Substance Use Disorder Services • Other State Plan Services • Medicaid Fee for Service Benefits & Contact Information • Medicaid Health Plan and Healthy Michigan • Plan Benefits & Contact Information • Services Not Covered by Medicaid Services for those without Health Insurance 75 Handbook Acronyms 77 Specialty Programs 78 • Children’s Waiver • Habilitation Support Waiver • Serious Emotional Disturbance Waiver • Autism Benefit • Family Support Subsidy Mental Health and Substance Use Disorder 82 Glossary Index 87 Community Resource Referrals (211) 88 Links To Helpful Mental Health and Substance Use 89 Disorder Websites Advocacy Organizations 91 Your Input is Valued 93 7 Language Assistance and Accommodations Language Assistance If you are a person who is deaf or hard of hearing, you can utilize the Michigan Relay Center (MRC) to reach your provider within the Mid- State Health Network (MSHN) provider network. You may also contact your Community Mental Health Services Program (CMHSP), your Sub- Regional Entity (SRE), your MSHN services provider, or even the MSHN main office. Please call 7-1-1 and ask MRC to connect you to the number you are trying to reach. If you need an interpreter for sign language or a non-English speaking language for either phone conservations or face-to-face appointments with a CMHSP or SRE provider, contact your local Customer Service office as listed on page 33, as soon as possible so that one will be made available. Interpreters are available at no cost to you for both phone and in person communication. Accessibility and Accommodations In accordance with federal and state laws, all buildings and programs of the MSHN are required to be physically accessible to all individuals with qualifying disabilities. Any individual who receives emotional, visual or mobility support from a service animal such as a dog will be given access, along with the service animal, to all buildings and programs of the MSHN. If you need more information or if you have questions about accessibility or service/support animals, contact your local Customer Service office as listed on page 33. If you need to request an accommodation on behalf of yourself or a family member or a friend, you can contact your local Customer Service office as listed on page 33. You will be told how to request an accommodation (this can be done over the phone, in person and/or in writing). 8 Welcome to Mid-State Health Network Provider Network & Directory The Mid-State Health Network (MSHN) manages public mental health and substance use disorder services for a twenty-one county region. It is the Pre-Paid Inpatient Health Plan (PIHP) for persons with Medicaid and Healthy Michigan Plan (HMP). What is a Pre-paid Inpatient Health Plan? Under contract with the Michigan Department of Community Health, MSHN contracts with local Community Mental Health Service Programs (CMHSPs) and Substance Use Disorder Sub- Regional Entities to secure