Welcome to Cardinal Innovations Healthcare
We are a national leader in special needs plans and managing care for individuals with complex needs. We provide benefits and provider choices to best meet the specific needs of our members. Our experience and commitment to those we serve is the reason we're able to help our members and families access the highest quality and most appropriate level of care when and where it's needed.
At Cardinal Innovations, we take a personalized approach to meeting the healthcare needs of our members. We use person-centered planning philosophies that incorporate social and natural supports into healthcare services to care for the whole person.
For more information on
accessing services, you can reach us 24 hours a day, seven days a week at 1-800-939-5911.
The NC MH/DD/SAS (Mental Health, Developmental Disability and Substance Abuse Services) Health Plan is for
individuals with Medicaid insurance. To receive Medicaid, you must apply and be approved at your local
Department of Social Services (DSS) Office.
Cardinal Innovations also manages services for individuals who do not qualify for Medicaid and rely on
state funds for care.
Read about Sheila Bigelow's success story.
Ensuring our members receive the services they need is Cardinal Innovations' most important priority. You can access services by calling our Access Call Center or visiting one of our Comprehensive Community Clinics.
Assistance is available 24 hours a day, seven days a week through our
Access Call Center at 1-800-939-5911. Your call will be answered by a trained professional who will quickly connect you to the resources near you. For TTY access, dial 711 or 1-800-735-7962.
If you are experiencing a medical emergency, call 911.
Mental health emergencies can be serious but do not always require an evaluation at a hospital emergency room. Most emergencies can be resolved without a trip to the hospital and do not require prior authorization. Call our Access Call Center at
1-800-939-5911 and we can help you quickly get the care you need, whether that means dispatching one of our Mobile Crisis Teams, getting you to one of our Crisis Recovery Centers, or directing you to a walk-in clinic.
Our Access Call Center provides:
To learn more about what to do if you are having a behavioral health crisis,
Cardinal Innovations is driven by clinical excellence. The
Clinical Operations Department consists of three units: Access, Utilization Management and Clinical Support. This department takes part in managing services for our members. Clinical Operations is responsible for:
Cardinal Innovations promotes a personalized approach to healthcare to further empower individuals. Through person-centered planning philosophies that incorporate both social supports and healthcare services, we are able to better meet the individual needs of our members. The positive outcomes experienced by our members are a direct result of this integrated approach and the infrastructure that links individuals with complex needs to clinical and natural supports in their communities.
There are several tools we use to help develop individualized care plans for the members we serve. Using these methods we engage our members to ensure they receive the services they need to be as healthy and successful as possible.
At Cardinal Innovations, we believe you will have the most success at remaining well if you are involved in your treatment plan.
Person-Centered Planning is a means for people with disabilities to exercise choice and responsibility in the development and implementation of their care plan. It assists and guides individuals in defining their desires and goals for a meaningful life. Person-Centered Planning is designed to find out what is important to the person and to learn about how the individual views health, safety, and risk issues in his/her life. Person-Centered Planning is meant to assist individuals and clinical teams in having honest discussions about their desires, needs and supports.
With input from your family, friends and healthcare professionals, you create a plan to help reach your goals. Your Person-Centered Plan helps those in your life understand your wants, desires and needs. A Person-Centered Plan also includes any Advanced Directives or Crisis Plans that have been created.
Preventive Health Care Resources
Preventive Healthcare Resources are designed to help you watch your health. You can use tools to measure body fat, check your eating or workout habits and get a sense of how well you handle stress. These tools are not meant to point out bad health, but are designed to give you broad tips to better your health. You can use these tools by clicking on the link above, or by going to My Resource Library and clicking on
Whole Health and Wellness .
Supports Intensity Scale
Supports Intensity Scale® (SIS) is a tool designed to measure the level of support each person with intellectual or developmental disabilities needs to participate fully in community life. All individuals receiving services in the NC Innovations system are required to have a completed SIS assessment. It can be combined with other tools, such as psychological or risk assessments, to help develop a Person-Centered Plan focused on the individual's strengths and abilities.
System of Care
System of Care is a comprehensive network of community-based services and supports organized to meet the needs of families involved with multiple child service agencies, such as child welfare, mental health, schools, juvenile justice and health care. Creating a System of Care is a way of partnering with youth and families to achieve the desired outcomes they have identified together Creating a sustainable System of Care requires a collaborative approach using positive engagement, dedication and commitment from all involved to bring about changes on both an individual and community level.
At Cardinal Innovations Healthcare we understand that developing relationships in local communities is critical to the health and wellbeing of our members. Community engagement is central to our approach to managing care for special populations, which places staff and resources at the local level. Our trained professionals live and work in the communities we serve, allowing us to gain a unique perspective and fuller picture of our members' needs.
Our community-based model of care management is designed to encourage direct interaction with our members, providers and other community stakeholders.
Our community offices coordinate care and resources needed to improve the health and well-being of the counties and members they serve. Each office offers access to the following:
Cardinal Innovations operates five community offices located in:
Care Coordination is an integral part of Cardinal Innovations' managed care model. It is designed to help at-risk individuals in specific special needs populations receive access to needed services. Care Coordination services are available for members with mental health, intellectual and developmental disability, and/or substance use disorder needs.
Care Coordination uses a holistic approach to managing care that is person-centered, comprehensive, and outcome-focused. Primary functions of Cardinal Innovations' Care Coordinators include:
Our Community Partners Department is responsible for community engagement, providing training, support and advocacy to our members, their families and others who live in the communities we serve. Our
Consumer Affairs specialists within this department ensure that members and families are heard at all levels of management and receive the level of support they need.
Transition to Community Living
Cardinal Innovations' Transition to Community Living (TCL) team helps individuals with a diagnosis of severe mental illness (SMI) or severe and persistent mental illness (SPMI) move from adult care homes or institutional settings to their local communities. TCL is an initiative of the NC Department of Health and Human Services, created to meet the goals specified in the Department of Justice (DOJ) Settlement Agreement. The settlement requires that individuals with SMI or SPMI:
Cardinal Innovations' TCL team is staffed with licensed clinicians, peer support specialists and housing specialists. As of July 2015, this devoted team had helped more than 77 individuals transition to the least restrictive setting of their choice in their community from adult care homes or institutional settings.
As a member of Cardinal Innovations, you have rights and responsibilities for your care. Read more about your rights and responsibilities here.
Cardinal Innovations uses and discloses member protected health information (PHI) appropriately in order to protect member privacy. Members can request restrictions on use and disclosure of PHI. Members can request a report of certain disclosures of PHI.
If at any time a member believes that their member rights have been violated, they may call 1-888-213-9687 or (704) 939-7700 to report it.
For Members & Families
Outreach & Advocacy
Consumer & Family Advisory Committee (CFAC)
My Resource Library
Supports Intensity Scale
System of Care
Credentialing & Enrollment
Network & Provider Councils
Provider Network Contacts
Provider IT Forms
Board of Directors
Notice of Privacy Practices
Alerts & Notifications
550 S Caldwell St, Charlotte, NC 28202