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Updated: July 16, 2020

Providing safe, reliable access to care is our top priority.

We are monitoring the situation around the coronavirus (SARS-COV2) and the disease it causes, (COVID-19). We are following all guidelines from the Centers for Disease Control and Prevention (CDC), Centers for Medicare and Medicaid Services (CMS) and N.C. Department of Health and Human Services (NC DHHS).

**Ask 1-800-939-5911

When it comes to mental health, don't wait. If you're having a mental health crisis, call us.

Hope4NC 1-855-587-3463

Mental health and resilience supports for anyone that needs help in N.C.

Hope4Healers 1-919-226-2002

Mental health and resilience supports for health care workers and their families.

24/7 Access and Crisis call center

Our Access and Crisis call center is always available 24/7 at 1-800-939-5911 to connect you with the help or referrals you may need.

COVID-19 Relief Fund

We have set up a relief fund of $1,000,000 to help support local crisis response and member health and wellbeing. Learn more or submit a request for a grant. The deadline for grant submission closed. 

COVID-19 Relief Fund

COVID-19 resources

Find state and local county resources for food, housing, employment support, and more.

COVID-19 resources

For members

Getting care during coronavirus

Call your doctor immediately if you have been in contact with someone known to have COVID-19 or who has recently traveled from an area known to have community spread of COVID-19.

Contact your doctor if you feel ill. If you aren’t feeling well and are experiencing a fever, shortness of breath, and a cough, it’s important to contact your doctor. Let them know how you are feeling and discuss your options. You can also call the North Carolina Coronavirus Hotline at 1-866-462-3821 or text VIRUS to 336-379-5775. To find a COVID-19 test location near you visit NC DHHS

If you need assistance or are experiencing a behavioral health crisis, call our 24/7 Access and Crisis call center at 1-800-939-5911.

Stay home, stay healthy, stay informed

You can help defend yourself and those around you against COVID-19.

  • Use healthy habits. Wash your hands regularly for 20 seconds. Avoid touching your face and ears. Avoid touching others–wave “hi” instead!
  • Fight stigma and panic. You are probably seeing a lot of news and social media around COVID-19. It’s ok to feel stressed by it, but it’s important to take care of your mental health, and keep using healthy habits.
  • Stay informed. Use credible sources like the CDC and NC DHHS to learn more about the facts and to find recent news.
  • Stay home. Practice social-distancing and stay home as much as possible. This will help reduce the spread of the new coronavirus. If you must leave for food or other items, stay at least 6 feet away from others, wash your hands before and after going out, and don’t touch your face, eyes, or ears.
  • Stay connected. If your support groups have been canceled, find the support you need over the phone or a computer. Try these tips for maintaining your recovery.
  • Use plain language. For someone with a disability and for young children, it may be hard to understand what is happening right now. Try using this booklet that focuses on the "need to know" information to help. [English or Spanish]
  • Avoid large groups of people. When possible, avoid being in large groups or attending large, public events. NC DHHS provides up-to-date guidance on their website.
  • What to do if you feel sick: If you think they might have mild symptoms of COVID-19, the CDC recommends that you stay home and call your doctor for medical advice. Most people who get COVID-19 will have mild symptoms and will be able to recover at home. NC DHHS has developed a fact sheet to help. Another helpful resource is Atrium Health's most common signs and symptoms of coronavirus. [English or Spanish]
  • Phishing and spam.  Protect your computers and mobile phones from cyber threats. Be sure to follow credible sources and do not provide personal information to anyone you do not know and trust.


NCDHHS-COVID-19-Phase-2.pngNorth Carolina Stay at Home Order: Phase 2
On May 22, the second phase of North Carolina's Stay at Home order went in to effect. This phased approach of slowly easing restrictions will help reduce the spread of COVID-19. During this second phase, more businesses may begin to open with social distancing precautions, but Governor Cooper recommends staying home as much as possible, wash your hands frequently, wear a cloth face covering when in public, and wait 6 ft away from others.

Safer at Home Phase 2 has been extended to Friday, August 7. Face coverings are required in public and in spaces where you cannot maintain a distance of 6 feet from other people. 

Additional Information and Guidance from NC DHHS
Read the announcement from Governor Cooper
Read the difference between Phase 1 and Phase 2

State & national resources

We have a large list of North Carolina statewide, virtual, and local county resources. View all.

NC COVID-19 hotline: 1-866-462-3821 or text VIRUS to 336-379-5775

NC Department of Health & Human Services (DHHS): website | Facebook | Twitter
Centers for Disease Control and Prevention (CDC): website | Facebook | Twitter

Events

Changes to events will be posted to our events calendar as they become available.

NC DHHS COVID-19 Update Call for BH/IDD Consumers, Families & Community Stakeholders
This call is to help keep you informed and updated on policies and actions impacting service access and health outcomes for behavioral health (BH) and intellectual and/or developmental disability (IDD) consumers, and to hear directly from you about any questions or issues that have emerged. This is hosted by the Division of MH/DD/SAS and Division of Health Benefits (NC Medicaid)

Call is held on a bi-weekly basis on Monday's at 2 p.m. 

Submit questions and requests for information by email to: BHIDD.COVID.Qs@dhhs.nc.gov or Medicaid.COVID19@dhhs.nc.gov or online.

View upcoming call information here.

For providers

We are committed to supporting our network of providers, and we are actively working to ensure our members continue to receive services during the COVID-19 outbreak. 

Provider Huddles and FAQs

We are hosting 45-minute virtual Provider Huddles to discuss developments and your questions related to providing care during the COVID-19 pandemic. 

Capacity and service concerns? Contact us.

To ensure that our members receive services they need, please inform us if you are experiencing capacity issues or make any changes to your services or operations. You can contact us directly via our provider line 1-855-270-3327 or contact your Network Specialist.

Provider questions and resources

COVID-19 Screening and Reporting Process

As the number of persons diagnosed with or exposed to COVID-19 in North Carolina continues to increase, we are taking a number of steps to ensure that we have access to the most accurate, timely data to inform our operations and keep our members and provider safe and well. 

The following process outlines our expectations for all health care providers contracted by Cardinal Innovations regarding screening and reporting of all instances of COVID-19 exposure and suspected or confirmed COVID-19 diagnosis. Read the full process.
 
(This form may take a moment to load, or you can access the form here.) 
 

Personal Protection Equipment (PPE)

  • Supreme Corporation is supporting N.C. health care clinicians by manufacturing N95 and KN95 masks. Read more.
  • Project Mask WS is based in Winston-Salem and is creating masks for healthcare workers. Fill out this form
  • Additive America, a US based manufacturing company, is creating PPE face shields and making them available for direct purchase by health care workers and organizations. Face shields can be purchased by visiting the Additive America website.
  • The N.C. Department of Health and Human Services and the N.C. Department of Public Safety are working to get Personal Protective Equipment (PPE) to providers that need it during the new coronavirus (COVID-19) pandemic. State officials have created a process for fulfilling PPE requests. Read more.
  • Olley May/Proforma, is offering K95 masks , surgical masks and hand sanitizer. For more information or to purchase contact Jimmy Mouro 1-203-856-2332 or jimmy.mouro@olleymay.com.
  • Plus Ultra Strategies, is offering COVID test kits, gloves, N95 masks and face shields. For more information or to purchase contact Octavio A. Hinojosa Mier at 1-512-470-9982 or octavio@plusultrastrategies.com.
  • Scatelle, is offering face shields, hand sanitizer and surgical masks for direct purchase. For questions contact Andre Neves at 1-310-967-7753 or andre@sacatelle.com.
  • Fedcor, is offering K95 masks and surgical masks for purchase. For purchasing details and additional information contact Mail@Fedcorglobal.com or 1-919-302-5145.

Provider network updates

Case Support Service Established to Help Providers with COVID-19 Pandemic

To help providers, Cardinal Innovations has established a Case Support service that can be billed for members established in care with providers for all covered populations. Communication Bulletin on 05/20/20.

Peer Support Service Flexibility and COVID-19

To assist providers during the pandemic, the N.C. Department of Health and Human Services is allowing flexibilities in staffing requirements, supervision, and training in the provision of Adult Mental Health Services as outlined in NC Medicaid Special Bulletin #46. Cardinal Innovations offers guidance related to the authorization and billing of Peer Support Services (PSS). Communication Bulletin on 05/15/20.

Additional Telehealth Service Flexibility and COVID-19

Cardinal Innovations is committed to ensuring that members are served as safely and effectively as possible during the new coronavirus (COVID-19) pandemic, and has created a temporary Clinical Coverage Policy that allows for the provision of services via telehealth. Communication Bulletin on 05/13/20.

Innovations Service Flexibility and COVID-19

To help guide providers offering services via telehealth to members with intellectual and developmental disabilities (IDD) during the COVID-19 pandemic, Cardinal Innovations has created a temporary Clinical Coverage Policy that allows for provision of services via telehealth. Communication Bulletin on 05/13/20.

Specialty Services Flexibility and COVID-19

The N.C. Department of Health and Human Services (NC DHHS) has provided guidance on (b)(3) services flexibility as outlined in NC Medicaid Special Bulletin #76 to assist providers during the pandemic. Cardinal Innovations offers additional guidance on authorization and billing of the these services. Communication Bulletin on 05/12/20.

State Funded IDD Service Flexibility and COVID-19

To assist providers during the pandemic, the state is allowing individuals with intellectual and developmental disabilities to receive services state-funded services via telehealth (two-way, real-time audio and visual communication) as outlined in NC Medicaid Special Bulletin #75. Cardinal Innovations is adding all codes to each provider contract. This change is retroactive to March 10, 2020. Communication Bulletin on 05/12/20.

State Reviews of TCLI Program Member’s Person-Centered Plans

In preparation for the LME-MCO Transitions to Community Living Initiative spring reviews, the Division of Mental Health, Developmental Disabilities and Substance Abuse Services will conduct random reviews of members' Person-Centered Plans. Cardinal Innovations has identified opportunities for improvement on these plans to help providers prepare. Communication Bulletin on 05/11/20.

Substance Use Disorder Treatment Flexibility and COVID-19

The N.C. Department of Health and Human Service has provided guidance on substance use disorder (SUD) service flexibilities as outlined in NC Medicaid Special Bulletin #46 to assist providers during the COVID-19 pandemic. Cardinal Innovations Healthcare offers additional information on using these flexibilities. Communication Bulletin on 04/28/20.

Adult Mental Health Services Flexibility and COVID-19

The N.C. Department of Health and Human Service has provided guidance on mental health (MH) service flexibilities as outlined in NC Medicaid Special Bulletin #46 to assist providers during the COVID-19 pandemic. Cardinal Innovations Healthcare offers additional information on using these MH flexibilities. Communication Bulletin on 04/28/20.

Child/Adolescent Mental Health Enhanced Services Flexibility and COVID-19

The N.C. Department of Health and Human Service has provided guidance on child enhanced service flexibility as outlined in NC Medicaid Special Bulletin #46 to assist providers during the COVID-19 pandemic. Cardinal Innovations Healthcare offers additional information on using these flexibilities. Communication Bulletin on 04/28/20.

Child/Adolescent Mental Health Residential Services Flexibility and COVID-19

The N.C. Department of Health and Human Service has provided guidance on child residential service flexibilities as outlined in NC Medicaid Special Bulletin #46 to assist providers during the COVID-19 pandemic. Cardinal Innovations Healthcare offers additional information on using these flexibilities. Communication Bulletin on 04/28/20.

Innovations Services Appendix K Flexibilities and Addendum to Services Form

NC Medicaid has received approval to allow Innovations Waiver flexibilities as outlined in the emergency planning document, Appendix K: Emergency Preparedness and Response, during the new coronavirus (COVID-19) pandemic response. An Addendum to Services Form has been created to help providers report the use of these flexibilities. More details in the Communication Bulletin on 04/24/20.

NC Incident Response Improvement System Provider Updates

Cardinal Innovations has updated its procedures and policies for processing N.C. Incident Response Improvement System (IRIS) incidents. More details in the Communication Bulletin on 04/22/20.

Innovation Services Retainer Payments

In an effort to ensure retention of direct care workers, Cardinal Innovations' Innovation Waiver provider agencies and Employers of Record are encouraged to pay staff their current rate of pay even in situations when the staff isn’t able to deliver services due to the new coronavirus (COVID-19) emergency issues. More details in the Communication Bulletin on 04/21/20.

Masks for N.C. Health Care Providers

Supreme Corporation, a North Carolina-based textile company, is supporting our state’s health care clinicians by manufacturing N95 and KN95 masks. More details in the Announcement on 04/15/20.

Research-Based-Behavioral Health Treatments for Autism Spectrum Disorder Flexibility

To offer flexibility during the coronavirus (COVID-19) pandemic, the N.C. Department of Health and Human Services has provided details on delivering Research-Based-Behavioral Health Treatments (RB-BHT) services via telehealth. Details of the can be found in NC Medicaid Special Bulletin COVID-19 #34. Cardinal Innovations has added modified codes to the system to facilitate RB-BHT billing. More details in the Communication Bulletin on 04/15/20.

TCL Staff Performs Member Wellness Checks during COVID-19

To provide added support during the new coronavirus (COVID-19) pandemic, Cardinal Innovations Transitions to Community Living staff is making weekly telephonic wellness checks with all members who have participated in the initiative. More details in the Announcement on 04/08/20.

Prescribing Clozapine during COVID-19: Best Practices

The FDA issued guidance that allows prescribers and pharmacists to use their best judgment while writing and dispensing clozapine prescriptions when a current ANC is not available. More details in the Announcement on 04/08/20.

Intensive In-Home Service Flexibility (IIHS)

The NC DHHS has offered additional guidance on enhanced services that can be provided via telehealth during the new coronavirus (COVID-19) pandemic response. Details can be found in NC Medicaid Special Bulletin #20. Cardinal Innovations is adding codes to the system so that Intensive In-Home Service Flexibility providers are able to submit billing. More details in the Communication Bulletin on 04/07/20.

Additional Codes for Physicians, Nurse Practitioners, and Physician Assistants

The NC DHHS has provided additional codes that can be used by prescribers. Details can be found in NC Medicaid Special Bulletin #28. Cardinal Innovations is adding codes to the system so that providers are able to submit billing. More details in the Communication Bulletin on 04/07/20.

Peer Support Services Flexibility

The NC DHHS has offered additional guidance on enhanced services that can be provided via telehealth during the new coronavirus (COVID-19) pandemic response. Details can be found in NC Medicaid Special Bulletin #20. Cardinal Innovations is adding codes to the system so that Peer Support providers are able to submit billing. More details in the Communication Bulletin on 04/07/20.

Multi-Systemic Therapy Flexibility

The NC DHHS has offered additional guidance on enhanced services that can be provided via telehealth during the new coronavirus (COVID-19) pandemic response. Details can be found in NC Medicaid Special Bulletin #20. Cardinal Innovations is adding updated Multi-System Therapy (MST) codes to its system so that providers are able to submit billing. More details in the Communication Bulletin on 04/07/20.

Mobile Crisis Management Flexibility

The NC DHHS has offered additional guidance on enhanced services that can be provided via telehealth during the new coronavirus (COVID-19) pandemic response. Details can be found in NC Medicaid Special Bulletin #20. Cardinal Innovations is in the process of adding codes to the system so that Mobile Crisis Management providers are able to submit billing. More details in the Communication Bulletin on 04/07/20.

Financial Resources for Small Businesses, Health Care Providers, and Nonprofits in N.C.

Small businesses, health care providers, and nonprofits have been hit hard by COVID-19. If your organization needs extra help during this pandemic, there are loans, grants and programs available. More details in the Announcement on 04/06/20

Increased Residential Rates during COVID-19

Cardinal Innovations is temporarily increasing rates by 15% for the following residential services effective March 10, 2020. More details in the Announcement on 04/02/20.

NC Innovations Specialized Consultative Services

To offer N.C. Innovations Specialized Consultation Services, which provide expertise, training and technical assistance in specialty areas to help family members, support staff and other natural supports assist individuals with developmental disabilities, providers must first meet the necessary qualifications. More details in the Communication Bulletin on 04/01/20.

For Providers Subject to NC-TOPPS Obligations

NC-TOPPS administration has been impacted by measures taken to respond to the new coronavirus (COVID-19) emergency. In the coming months, Cardinal Innovations and the state will continue to internally monitor provider compliance, but the compliance benchmark applied to NC-TOPPS obligations regarding the conduct and timeliness of interviews will not be applied for the period of March through June of 2020.More details in the Announcement on 03/30/20.

Guidance for Providers Funded by Work First

The state has extended the deadline for Work First quarterly reporting from April 20 to May 20. Cardinal Innovations has extended its Work First quarterly report deadline to May 10. More details in the Announcement on 03/30/20.

Provider Monitoring Notice

To help ease the administrative burden on providers during the new coronavirus (COVID-19) pandemic, Cardinal Innovations will suspend most provider monitoring activities for a minimum of 30 days. More details in the Announcement on 03/30/20.

Insurance Deadlines Extended

Providers with expiring insurance will continue to receive automated reminder notices. If you can, make a timely response to notices. If not, Cardinal innovations will withhold outreach to you on insurance deficiencies until the demands of the COVID-19 response ease. More details in the Announcement on 03/30/20.

Recredentialing Deadlines Extended

Cardinal Innovations will continue to forward courtesy notices to providers and clinicians about recredentialing due dates. If you can, make a timely response. A 30-day extension of the re-credentialing due date will be granted if necessary. More details in the Announcement on 03/30/20.

Provider Huddles During COVID-19

Beginning March 31, Cardinal Innovations Healthcare will host virtual Provider Huddles to help providers stay up to date on developments related to providing care during the new coronavirus (COVID-19) pandemic. More details in the Announcement on 03/25/20.

Family Centered Treatment – Shared Risk Reviews

We will temporarily waive Family Centered Treatment (FCT) H0036 HK Shared Risk Reviews for the third and fourth quarters of Fiscal Year 2020 to remove financial barriers from providers delivering this service during the new coronavirus (COVID-19) pandemic. More details in the Communication Bulletin on 03/25/20.

NC Innovations Service Flexibility

Cardinal Innovations is following the state communication outlined in Joint Communication Bulletin #J357 regarding additional flexibilities related to the delivery of Innovations Services as result of COVID-19 related issues. More details in the Communication Bulletin on 03/25/20.

Case support

We have established a Case Support service that can be billed for members established in care with providers for all covered populations. More details in the Communication Bulletin on 03/20/20.

Documentation for Signatures

We are allowing provider submissions with verbal consent on required documents, such as the Person Centered Plan. More details in the Communication Bulletin on 03/20/20.

Facility-Based Opioid Treatment

We are temporarily allowing reimbursement for additional take-home doses of methadone and buprenorphine for members receiving Opioid Treatment (H0020). More details in the Communication Bulletin on 03/20/20.

Telehealth and Outpatient Services

We are granting the use of audio or video communication technology to provide telehealth for any services provided since March 13. More details in the Communication Bulletin on 03/20/20.

New codes for Virtual Patient Communications including Telephonic Codes

We have additional billing codes for telephonic services that will be match the higher rate of services that are similar. More details in the Communication Bulletin on 03/17/20.

Statewide Emergency Funding

We have asked NC DHHS about funding for staffing, resources or financial losses and they are working on providing guidance to share back with our network of providers. More information coming soon.

Announcements and updates from the State

NC DHHS Resources

CDC resources

Learn more from the Centers for Disease Control and Prevention (CDC) about how to protect yourself and your community from COVID-19


Stay informed – sign-up for updates

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Events

Joint NC DMHDDSAS and DHB (NC Medicaid) COVID-19 Update for NC Providers - Webinar
Closed captioning is available.
Panelists will present a presentation with policy updates from DMHDDSAS and DHB followed by an open Q&A session. We will also have a representative from DHSR on the call to answer questions you might have. In consideration of the limited time we have, we ask that you review the guidance link on the DHHS website and FAQs on the NC Medicaid site to see if an answer to your question has already been provided.

 

Call is held every Thursday at 3 p.m. Registration link will be provided in our weekly InfoSource newsletter

What we’re doing

Here’s how we’re working to protect you, our communities, providers, and our team members.

Access to care

As always, our crisis line is available 24/7 to assist if a member is experiencing a behavioral crisis or needs to find a provider: 1-800-939-5911.

We are opening authorizations where necessary for critical services to make sure our members and their families have the access to care they need during this time. We are following ongoing guidance from NC DHHS regarding member care. We will update and share guidelines as they are received from DHHS.

In-person meetings

We have enabled our providers and staff to conduct meetings over the phone or computer. Providers are encouraged to utilize telehealth.

Working from home

We are following all state and federal guidance for our staff. Employees are working remotely and telecommuting. We have restricted non-essential travel for our employees.

News & resources

Recent news

Trusted resources

North Carolina resources and announcements

CDC resources

Learn more from the CDC about how to protect yourself and your community from COVID-19.

Events

Changes to events will be posted to our website calendar as they become available.

**Ask 1-800-939-5911

When it comes to mental health, don't wait. If you're having a mental health crisis, call us.

Hope4NC 1-855-587-3463

Mental health and resilience supports for anyone that needs help in N.C.

Hope4Healers 1-919-226-2002

Mental health and resilience supports for health care workers and their families.

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