Member Resources

Mercy Care offers many resources to support you on your health and wellness journey. You can explore these sections to learn more about services that can improve your health care experience.

If you have questions or need more information about how you can connect to care, you can call Mercy Care RBHA Member Services at 602-586-1841 or 1-800-564-5465; (TTY/TDD 711). Representatives are available 24 hours a day, 7 days a week.

Cell phones

Eligible members can get a new smartphone and/or cell service at NO COST.

Our members can apply for mobile phone services at no cost through the government’s Lifeline program.*

You’ll also get extra benefits. Assurance Wireless Lifeline service includes:

Data each month
Unlimited texts
Voice minutes each month

PLUS an Android Smartphone!

Get health extras for you and your family:

Health tips and reminders by text
Calls with Member Services

Already have Lifeline? It’s easy to switch to Assurance Wireless today!

Receiving calls and/or text messages from Mercy Care that are informational and relate to my health and benefits. I understand that my information will be used in accordance with my plan notice of privacy practices.

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* Lifeline is a government assistance program, the service is non-transferable, only eligible consumers may enroll in the program, and the program is limited to one discount per household.

Employment

Expanding supported employment services
Are you interested in working? Not sure where to begin? Our expanded employment services can help anyone who wants to work. Just ask your clinical team about the supported employment services at your clinic. For more information, you can also contact Mercy Care RBHA Member Services at 602-586-1841 or 1-800-564-5465; (TTY/TDD 711).

What is supported employment?
Supported employment helps people with mental illness to find and keep competitive employment that is meaningful to them. Supported employment services are integrated, or combined, with other mental health services, such as case management and illness management and recovery.

What it means to work
Working can be an important part of recovery. A job gives people structure and routine. Working allows you to earn money to make choices about where to live and what to buy. Having a job is good for your mental health, too. When people feel good about having a job, they see themselves in a more positive way.

New services available
Employment specialists are available at each clinic in the Mercy Care network. They can talk with you about what kind of work you would enjoy. They can help you find a job that fits your interests and strengths. They will coordinate with your mental health team.

Benefits counseling
Getting a job does NOT mean losing your benefits. How working may affect your benefits, like Social Security and Medicaid, depends on the program, your earnings, and other factors. Plenty of people have made the transition to work from benefits and are much better off financially. Employment Specialists can help you understand how working may affect your benefits.

Ongoing support
We all need support in our jobs. Employment specialists can provide that support ‑ even after you find a job and start working. That means helping you with any problems or questions that might come up. They can help you get the support you need to succeed in the workplace. They can also work with your employer to help you grow in your job. They also provide individual services, including money management and benefits reporting.

If you’re ready to work, we’re ready to help you get started!

Who provides supported employment services?

BEACON GROUP
2222 North 24th St.
Phoenix, AZ 85008
602‑685‑9703, ext. 201

FOCUS EMPLOYMENT SERVICES
2345 E. Thomas Road, Ste., 412
Phoenix, AZ 85016
602‑312‑1045

LIFEWELL
202 E. Earll, Ste. 200
Phoenix, AZ 85012
602‑808‑2822

MARC COMMUNITY RESOURCES
924 N. Country Club Dr.
Mesa, AZ 85201
480‑969‑3800
Information and referral line: 480‑994‑4407

RECOVERY EMPOWERMENT NETWORK
212 E. Osborn Rd.
Phoenix, AZ 85012
602-248-0368

VALLEYLIFE
1142 W. Hatcher Rd.
Phoenix, AZ 85021
602‑371‑0806

WEDCO EMPLOYMENT AND TRAINING CENTER
2929 E. Camelback Rd., Ste. 210
Phoenix, AZ 85016
602‑274‑2605

Helpful resources

Arizona Rehabilitation Services Administration (RSA)
https://www.azdes.gov/rehabilitation_services/To learn more about RSA programs or to get help with a referral for services, call 1-800-563-1221 or go to https://des.az.gov/rsa-contact-information

Arizona@Work
A statewide workforce development network
www.arizonaatwork.com

AZ Disability Benefits 101 (DB 101)
https://az.db101.org/

Community Information
https://211arizona.org/

Guides, brochures and flyers

Children and adolescents in foster and adoptive care English | Spanish A guide to understanding children’s needs, support and treatment. It's designed to ensure that all foster care youth in Maricopa County get the behavioral health services they need.
Connecting children in foster, adoptive and kindship care to services English A flyer with a brief overview of services available for children and how you can find out if your child is eligible.
Expanding supported employment services English A brochure that explains supported employment services for members with a serious mental illness determination. It includes a list of where members can access services.
Get connected. Get healthy. English | Spanish An essential brochure that provides a brief overview of how to connect with Mercy Care RBHA, who we serve and what you can expect after making that first call for help.
Non-Title 19 Resource Guide English | Spanish A guide to help adults who are not eligible for benefits under the Arizona Health Care Cost Containment System (AHCCCS), Arizona’s Medicaid program (also known as Title 19), but who are receiving behavioral health services through Mercy Care RBHA.

Housing

Mercy Care understands the importance of housing. Having a stable, healthy home is important to your physical and mental health. That’s why we offer Permanent Supportive Housing.

Who qualifies? What's available?

Housing subsidies are available to homeless adults who have been determined to have a serious mental illness and are enrolled members of Mercy Care RBHA. Supportive services are available to all adults who have been determined to have a serious mental illness and are enrolled members of Mercy Care RBHA. To access these benefits, you should contact your case manager to get the process started.

We also have supportive housing services to help you stay in your home. There are different services available based on your needs. These services may include case management, help solving problems with your landlord, and help with daily activities like shopping and cooking. These services are not required to receiving housing.

We have three housing programs that provide you with different living environments.

Community Housing
In the Community Housing Program, you can choose to live in a house or in an apartment in Mercy Care's housing network. In the house models, you would have your own bedroom and share the living space with roommates. In the apartment models, you can choose to live independently or have a roommate. If you choose to have a roommate, you would have your own bedroom and share the living space with a roommate. Optional services are available to help you up to 24 hours a day.

Scattered Site Housing
In the Scattered Site Housing Program, you choose a home of your choice in the community. It can be a single-family home or an apartment. Optional services are available to help you up to 24 hours a day.

Bridge to Permanency
In the Bridge to Permanency Housing Program, you choose a home of your choice in the community. It can be a single-family home or an apartment. Optional services are available to help you up to 24 hours a day. The goal of the Bridge to Permanency Housing Program is to transition the subsidy from Mercy Care to a Housing Choice Voucher/Section 8.

Permanent Supportive Housing services

Supportive services are available if you are living independently and are at risk of losing your home or need additional help to keep your housing. Supportive services may include assistance with daily activities, skills training and development, transportation, health education, conflict resolution, crisis response, and assistance with socialization and seeking employment.

Your case manager can contact one of the service providers below if you are need of assistance in your home.

Interpretation and translation

Language should not be a barrier to getting the care and treatment you need. That's why you can access language services providers that strive to deliver the best service possible. You have three options for receiving the language services you need -- at no cost to you.

For interpretation by telephone, Mercy Care uses AKORBI and LANGUAGE LINE SOLUTIONS. These agencies connect providers with an interpreter who speaks the member’s language. They can be used to interpret during clinical contacts, such as therapy sessions, group counseling and children's behavioral health care. They can also be used in non-clinical, such as member's making or confirming appointments.
For face-to-face interpretation, Mercy Care works with AKORBI and AZ Multilingual. Face-to-face interpretation is the most effective type of interpretation. Ask your provider to request an interpreter for you. Your provider can do this by calling Akorbi or by requesting log-in access to AKORBI’s portal for online scheduling.
For Video Remote Interpreting, Mercy uses AKORBI. Video Remote Interpreting (VRI) is a telehealth solution providing members direct access to their healthcare. VRI combines face-to-face interpretation with the simplicity of sitting at a computer. Many services members can access in person with face-to-face interpretation can also be available remotely. Please contact your provider for more information.

If you are eligible for benefits under the Arizona Health Care Cost Containment System (AHCCCS), oral interpreter services are available at no cost to you. If you are Deaf or Hard of Hearing, we offer aids or can schedule a Sign Language interpreter.

Your provider can schedule all the language services you need, when you need them. Let your provider know that you need language services. Give them advance notice to give them time to make the needed arrangements.

Members may request a specific gender for their interpreter, but will not be able to request a specific interpreter. This process will ensure that all Mercy Care members will have access to interpretation services in a timely and efficient manner for appropriate service appointments.

In the event a member is unable to work with an interpreter, the provider can call Mercy Care’s language line to ensure continuity of the appointment.

If you have any questions about these services, just call Mercy Care Member Services representatives are available to help you Monday through Friday, 7 a.m. to 6 p.m. Just call 602-263-3000 or toll-free 1-800-624-3879 (TTY/TDD 711).

You can search for a provider that speaks your language

You also have access to many health care providers who speak languages in addition to English. You can use our find a provider tool at the top right of this page. This will let you know if there is a provide available who speaks the language that you're most comfortable with. Just click on "Find a provider online." Then, under "Find A Provider By Type," select the language of your choice and click on "Search."

Visual assistance

If you have a visual impairment, you can get your member materials in large print. Some materials, like the Member Handbook, are also available in alternative formats, including on audiocassette or CD.

For information on what's available, you can call Mercy Care Member Services representatives are available to help you Monday through Friday, 7 a.m. to 6 p.m. Just call 602-263-3000 or toll-free 1-800-624-3879 (TTY/TDD 711).

Resources

AZ Commission for the Deaf and Hard of Hearing

Office of Refugee Health

Arizona Department of Health

Office of Minority Health

CDC Office of Minority Health

Substance Abuse and Mental Health Services Administration (SAMHSA)

Center for Cultural Competence, Georgetown University

CLAS Standards - Think Cultural Health

Mobile app

Mercy Care has a mobile app! You can find a provider, view the member handbook, check your claims, see your ID card, order a new ID card and see your current medications, all on your mobile device. Read more about our mobile app here.

Newsletters

Stay up to date with the latest Mercy Care RBHA's news and information. Check out current and past editions of our Member Newsletter. Our member newsletter features health plan news, health and wellness information, tips and tools for members and much more.

Transportation

Medically Necessary Non-Emergency Transportation (NEMT) Services

AHCCCS covers NEMT to or from the closest appropriate AHCCCS registered provider, when a member is not able to find his/her own transportation.

For NEMT services on and after May 1, 2019, the following also apply:

For members living in Maricopa and Pima Counties:
The 15 miles is calculated from the pick-up location to the drop-off location, for one direction.
NEMT services to and from a pharmacy are only covered for trips within 15 miles of the pick-up location, except for trips to (1) compounding or specialty pharmacies and (2) pharmacies in an MSIC or IHS/638 facilities.

Trips to compounding or specialty pharmacies over 15 miles may be covered if your health plan gives prior authorization for the transportation.

Trips to a pharmacy in an MSIC or IHS/638 facility, can go over 15 miles without getting a prior authorization from your health plan.

The 15 mile distance does not apply to members who do not live in Maricopa or Pima County.

If you need a ride to an appointment, ask a friend, family member or neighbor first. If you cannot get a ride we can help you.

You can get a ride to and from covered, non-emergency behavioral health services. This might be something like a medication appointment or counseling session. You should contact your assigned provider for assistance.

Mercy Care RBHA can help members with a serious mental illness (SMI) designation and who have AHCCCS to get a ride to and from to their AHCCCS covered medical (physical health) appointments. Call us toll-free at 1-800-564-5465; (TTY/TDD) 711. Listen for the transportation phone prompt.

Before you call Mercy Care, see if a family member, friend or neighbor can give you a ride. If not, call us as soon as you make your appointment and we can set up a ride for you. Bus passes may also be available to you at no cost.

You must call at least three days before your appointment to get a ride. If you call the same day, we are not able to get you a ride unless it is urgent. You may have to change your appointment.

Transportation during an emergency does not need prior approval.

For life-threatening situations, always call 911.

Tribal relations

Our Tribal Relations department is the primary, single point of contact for tribal communities throughout Arizona. It’s important to Mercy Care that all communities have access to the highest quality of care. We work to ensure that they do. Our goal is the same for tribal relations specialists who work to ensure that tribal members in Arizona receive that same level of care.

COVID-19 NOTICE
As we all adjust to critical changes during this COVID-19 emergency status, we want to share some helpful information with you about what you should know about COVID-19, how to take care of yourself and others and how to prevent the spread of this virus in your home. You can view those documents - just click here.

Member choice
Mercy Care recognizes tribal members have choices when it comes to receiving health care: Mercy Care, Indian Health Service facilities (IHS) or from tribally-operated health facilities located on tribal lands. We value our partnership with the IHS and tribal nations in the care of tribal members.

American Indians can receive care from the full Mercy Care provider network. We have providers that focus on services for tribal members and their communities. These providers are:

Behavioral Health Crisis Line
If you or someone you love is in a behavioral health crisis, you can contact the crisis hotline at 602-222-9444. It's available 24/7.

Getting connected to care
If you want to get services through Mercy Care, you can call Mercy Care RBHA Member Services at 602-586-1841 or toll-free 1-800-564-5465; (TTY/TDD 711). Representatives are available 24/7. Or, you can call Mercy Care Member Services, Monday through Friday from 7 a.m. to 6 p.m., at 602-263-3000 or toll-free 1-800-624-3879 (TTY/TDD 711).

If you have questions about tribal relations, you can contact Faron Jack, Tribal Relations Administrator, at jackf@mercycareaz.org.

Veterans

We want to thank everyone who served our country in the U.S. armed forces. We value the sacrifice you made for our freedom.

And yet, too often, service men and women who have returned home after serving our country face physical and mental health issues. Those issues vary. They can range from post-traumatic stress disorder (PTSD) to depression. Many also experience chronic homelessness and complex medical needs.

Department of Veterans Affairs (VA) benefits

Did you know that you may qualify for more benefits through the Department of Veterans Affairs? Those services can add to the care you may be getting from us. It depends on your how long you served and other factors. But you may have more resources available to you. These can help you in your health care journey.

We know that veterans value having a choice for their behavioral and physical health care services. That's why we partner with the Phoenix VA Health Care System to make sure that providers take care of veterans’ needs. We also make sure that care is coordinated for veterans who are using services within the VA and Mercy Care RBHA systems.

Getting connected to care
We recognize veteran’s needs. We work to ensure you can access the services and supports you need. We work with community providers. This is one of the ways we're expanding services for this growing population. Already, local partnerships have helped boost programs that involve veterans serving veterans.

We're committed to continue funding and working with community providers serving Arizona veterans. As the regional behavioral health authority for Maricopa County, we want to make sure that veterans can easily access the services. We want them to improve their physical and mental health.

If you want to get behavioral health services through Mercy Care RBHA, you can call Member Services at 1-800-564-5465. We’re available 24 hours a day, 7 days a week.

If you have questions, you can contact Tenasha Hildebrand, Mercy Care's Crisis and Veteran Services Administrator, at H ildebrandT@MercyCareAZ.org.

Project H3
This program helps returning veterans figure out health care system. It ensures that the veterans' physical and behavioral health needs are met. Community Bridges, Inc. (CBI) offers Project H3 services.

Benefits application and benefits
Legal advocacy (Veteran Court Assistance Program)
Connection with:

Community resources
Substance abuse treatment
Group therapy
Primary care services

Project H3 Vets has found homes for more than 260 vets. And their support project has helped keep 90 percent of vets in their homes. While such programs provide valuable resources, all veterans’ services, such as housing, should be coordinated by the U.S. Department of Veteran’s Affairs (VA).

Rally Point
This program helps returning veterans figure out health care system. It ensures veterans’ physical and behavioral health needs are met. La Frontera-EMPACT offers Rally Point Arizona Military Navigator services.

Rally Point provides veterans a 24/7 toll-free hotline. Veterans can call when they’re experiencing a crisis or when they want to talk to a navigator that can help connect them to services. You can reach the veteran’s hotline at 1-855-725-5948. Rally Point also makes available a Crisis Mobile Team. And, the behavioral health providers on the team are veterans. They are also bachelor- or master-level clinicians. When there’s a crisis, the team can go out into the community. This ‘vet-to-vet’ approach that uses the peer support services of a veteran who has a shared lived experience is invaluable. It’s a vital part of working with veterans in acute crisis situations.

For veterans who are experiencing homelessness, the program is a valuable resource that can help vets find affordable housing. They can help veterans with:

Lease processing
Managing their relationship with their landlord
Getting basic household goods
Peer support when they’re moving into permanent housing

The goal is to help the veterans keep their homes and support them on their path to recovery and health and wellness. Rally Point’s navigator program has served more than 1,000 vets. While such programs provide valuable resources, all veterans’ services, such as housing, should be coordinated by the U.S. Department of Veteran’s Affairs (VA).

Resources

National Veterans Crisis Line: 1-800-273-8255, option 1
Rally Point Military Navigator Program: Provides service members, veterans, and their family members with crisis prevention, intervention, and peer-based support and resource navigation services.
www.rallypointaz.org or Rally Point Arizona Hotline: 1-855-725-5948
Be Connected: A statewide initiative to strengthen access to support and resources for members, veterans, and their family members in Arizona.
https://beconnectedaz.org/ or Be Connected support line – 1-866-4AZ-VETS
Supportive Services for Veteran Families (SSVF Program): Connecting veterans with Social Security Administration
www.va.gov/homeless/ssvf Opens In New Window
National Resource Directory: Online partnership for wounded, ill and injured service members, veterans, their families and those who support them.
www.nrd.gov
211 Veteran Resources
www.211.org/services/veterans
The Veterans Directory: Organization created by veterans, for veterans and supporters to provide a comprehensive directory of services.
www.theveteransdirectory.org
Maricopa County AZ Veteran Resource Portal: Access to programs, services and resources provided by Maricopa County and other community or public sector sites.
www.maricopa.gov/1283/Veteran-Resource-Portal
Arizona Coalition for Military Families: No wrong door, no wrong person and the right resources at the right time for Arizona’s service members, veterans and their families.
http://arizonacoalition.org/
Arizona Department of Veteran Services: Provides direct services to veterans through the administration of 19 Veteran Benefits Offices throughout the state to help connect veterans with their VA benefits.
https://dvs.az.gov/
Arizona Department of Veteran Services Veterans Court: Collaborative process to rehabilitate and restore veterans as active, contributing members of their community, focusing on veterans who are already involved in or entering the criminal justice system.
https://dvs.az.gov/veterans-court
Mesa Vets Connect: A Resource for veterans
www.mesaaz.gov/residents/diversity-office/vets-connect
Veteran Resource Guide for Arizona Congressional District 3
https://grijalva.house.gov/uploads/VeteranResourceGuideFINAL.pdf (PDF)
U.S. Vets: Nation’s largest, non-profit provider of comprehensive services to homeless and at-risk veterans.
www.usvetsinc.org/
U.S. Department of Veteran Affairs
https://www.va.gov/
Arizona Vet Center locations
https://www.va.gov/directory/guide/state.asp?STATE=AZ&dnum=ALL
Phoenix VA Health Care System
https://www.phoenix.va.gov/
U.S. Department of Veteran Affairs, My Health-e-Vet: Tips and tools to help partner with your health care team to better manage your health.
https://www.myhealth.va.gov/

Member Resources

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Permanent Supportive Housing options

You can search for a provider that speaks your language

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