Linking families to the right toll-free line the first time!

(4/05) -- There are several Toll-Free Lines that serve families enrolled in our state's child health insurance programs - Health Check and NC Health Choice. Understanding how each one works is key to making the correct referral the first time.

The NC Family Health Resource Line is an arm of our outreach effort. When we market our programs to families, the "call to action" for more information or to get an application mailed to them is to call 1-800-367-2229, the NC Family Health Resource Line. The staff of the line provide information about our state's child health insurance programs, answer questions, mail a Fact Sheet and Application Form, and help the family link to local resources like the county department of social services.

The NC Family Health Resource Line often receives calls from families who have been referred to them with the understanding that the line operates under the State Medicaid Program and that line staff have access to eligibility or claims databases for Health Check and Health Choice. Neither belief is true. The NC Family Health Resource Line does not have access to any client-specific information. When these calls are received, they must be referred on to the appropriate source, which is usually the local department of social services.

To help you make the right referral the first time, an "Important Phone Numbers" List has been created. Post this list near your phone or if you are a supervisor, please pass this tool on to your staff who work with Health Check and NC Health Choice. This will improve your referrals and decrease frustration for the families you serve. It will also help us to keep our lines open for the callers that they are intended to serve. We hope you find this tool helpful.