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Online Requests - DSS Customer Connection

Customer Connection Call CenterCustomer Connection is the main call center for the Mecklenburg County Department of Social Services. You can reach us by telephone 704-336-3000. Speaking to an agent directly is the best way to meet your needs. Agents are available Monday - Friday, 8 a.m. - 5 p.m.

If you are unable to reach a Customer Connection agent by telephone, we may be able to help you via one of the online request forms (choose a topic below to see if a online form is available). To avoid duplication of efforts, if you have already spoken with someone by phone, please do not submit an online request.

Select a topic below:


      ePASS You may check your potential eligibility for the following programs online at ePASS.nc.gov:

      • Food and Nutrition Services (formerly Food Stamps)
      • Emergency Assistance
      • Work First Cash Assistance
      • Crisis Intervention Program (CIP)
      • Simplified Nutritional Assistance Program (SNAP)
      • Medicaid & North Carolina Health Choice (NCHC)

      ePASS is a web-based screening tool that allows individuals to screen for potential eligibility of benefits. The website allows an individual to print an application that can be mailed in or brought in person to the county DSS. Per FNS policy, it is acceptable to fax applications to DSS. However, Medicaid policy does not accept faxed applications.

    • Applications
      • Food & Nutrition Services
        Program provides assistance to households with limited income for the purchase of food. Apply by visiting www.epass.nc.gov. Printed applications can be brought into the local DSS office or mailed/faxed (704-353-1325) to the office.

      • Simplified Nutritional Assistance Program (SNAP)
        Program identifies & provides Food and Nutrition Services to North Carolina residents who meet certain criteria such as individuals age 65 or older who receive Supplemental Security Income. Apply by visiting www.epass.nc.gov. Printed applications can be brought into the local DSS office or mailed/faxed (704-353-1325) to the office.
      • Medicaid
        Medicaid is a health insurance program for low-income individuals and families who cannot afford health care costs. Medicaid serves low-income parents, children, seniors, and people with disabilities. Medicaid is a little different, depending on who you are and your situation:
        • You may apply for Medicaid for the Aged, Blind or Disabled or Medicaid for Infants, Children, and Families (includes Health Choice) by visiting www.epass.nc.gov. Printed applications can be brought in or mailed to the local DSS office. Per Medicaid policy, DSS is unable to accept Medicaid applications by fax.
        • You may apply for Be Smart Family Planning Program by filling application form DMA-5063 English | Spanish. For more information about this program, please visit the program website.

      • Work First
        North Carolina's Temporary Assistance for Needy Families (TANF) program, called Work First, offers short-term training and other services to help parents become employed and self-sufficient. Most families have two years to move off Work First Family Assistance. All adults who are included in the assistance payment must have a Mutual Responsibility Plan of Action agreement that requires the individuals to work or participate in work-related activities. These adults must complete all of the requirements on their agreement each month before receiving Work First cash assistance.

        You can only apply in person for Work First. Completing the DSS Work First Workbook before you come into apply might be helpful, but is not required.

        General notes about applications:

        • If you are unable to print the application, fill out the online request form to request an application by mail.
        • DSS cannot accept Medicaid applications that have been received by fax or email.
        • Work First applications are only available in person.

        You may check your potential eligibility for the following programs online at ePASS.nc.gov:

        • Food and Nutrition Services (formerly Food Stamps)
        • Emergency Assistance
        • Medicaid & North Carolina Health Choice
        • Work First Cash Assistance
        • Crisis Intervention Program (CIP)
        • Simplified Nutritional Assistance Program (SNAP)

    • Call Customer Connection at 704-336-3000 to inquire about the documents. When you call, have the following information ready:

      • A description of the information/documentation you sent
      • The date you dropped it off or mailed it to the agency
      • Your address & phone number

      Notes:

      • Please allow 48 hours for a case manager to receive your fax.
      • DSS cannot accept Medicaid applications via fax or internet (i.e. email).

      To check the status of an application/recertification for benefits please call 704-336-3000. 

      We make every attempt to meet the following processing times.

      • FNS applications: expedited cases within 7 days, regular cases within 30 days
      • Medicaid MAD program applications within 90 days
      • TANF, NCHC applications and all other Medicaid programs, within 45 days

      If the date of your application is still within that processing time, chances are that your application has not yet been processed.  Please allow the full processing time to expire before you call to request the status of your application.  Once your worker has processed your application, you will receive a letter in the mail indicating if your case was approved or denied.

      Call Customer Connection at 704-336-3000 to report these changes. When you call, have the following information ready:

      • Date of change
      • New information: new income, new address, etc.

      Note: We cannot process a change report until the change has occurred. For example, please do not report a change of address until you have moved or a new job until you have actually started.


      To request a duplicate card, please call Customer Connection at 704-336-3000. When you call, have the following information ready:
      • What happened to your original card? Why do you need a card?
      • Your address & phone number
      • Notes: Medicaid cards are only provided once per year. When you are approved for Medicaid, you will receive a Medicaid identification card in the mail. You will only receive one Medicaid identification card each year unless you have changed your primary care physician, had a legal name change, or have requested a new card due to being lost, destroyed or stolen. The card is gray. The card contains your name, address, date of birth, and Medicaid identification number. For more information, visit: http://www.ncdhhs.gov/dma/medicaid/midcard.htm

      North Carolina’s Medicaid offers managed care which provides you with a medical home and a primary care provider (PCP) who will coordinate your medical care. In Mecklenburg County managed care is called Carolina Access. You can choose a medical home with a primary doctor. A medical home can be chosen for each family member. If you do not choose a medical home, you will be automatically assigned to one. Visit www.ccpgm.org to view the provider directory or call Community Care Partners of Greater Mecklenburg at 704-512-5555 for advice on provider selection.

      Once you know which provider you want, you may contact Customer Connection (704-336-3000) to select or change your provider or you can complete our Online Request Form. When making your request, please have the following information ready: provider’s name and address. The Mecklenburg County Department of Social Services can only honor requests if the casehead is actively receiving Medicaid in Mecklenburg County.

      As a Medicaid managed care member, you are eligible for all the services that Medicaid covers. Being a member also has the following advantages:

      • You can call your primary doctor day or night for medical advice. Check your Medicaid ID card for your doctor’s daytime and after-hours phone numbers.
      • You may have a care manager who can help you understand and manage your health care. A care manager can show you how to stay healthy. Ask your doctor for more information about obtaining a care manager and how a care manager can help you.
      • You receive regular sick care and well care at your medical home. These services include:
        • Yearly physical check-ups
        • Immunizations
        • Pap smears
        • Prescriptions for medicines when necessary
      • Your primary doctor will make referrals to other doctors if you need special care not provided in your primary doctor’s office. Examples of special services may be mammograms or other tests needed to diagnosis a health problem.
      • Your request will be processed within 5 business days of the request. If you are requesting a change in providers, and your change is processed prior to the 25 of the month, you will be considered as a patient of the new provider the very next month and will receive a new Medicaid card that month with the name of the new provider listed on the card. If your change is processed after the 25th of the month, you will not be considered as a patient of that new provider until the 2nd month after the change is processed. You will receive a new Medicaid card with the name of the new provider on the 2nd month after the change is processed.

      To report potential welfare fraud in Mecklenburg County, please contact the Fraud Unit at 704-353-0600 8 a.m. - 5 p.m. Monday through Friday. You will be able to speak to an Investigator trained in collecting the necessary information. Outside of regular business hours you may call the 24-hour automated Welfare Fraud Hotline number at 704-353-0400. All information you provide is confidential, and you can remain anonymous.

      If you are not an employee of a county DSS office or DHHS office, please contact Customer Connection at 704-336-3000 to request a case closure. To request an out of county case closure (County DSS or DHHS workers only) please fill out this online form.

      If you are not an employee of a county DSS office or DHHS office, please contact Customer Connection at 704-336-3000 to request a case closure. To request a removal from case (County DSS or DHHS workers only) please fill out this online form.

      If you are not an employee of a county DSS office or DHHS office, please contact Customer Connection at 704-336-3000 to request a case closure. If you are a DSS employee outside of Mecklenburg County or DHHS employee, please fill out our online form.

      Call the Child Support Enforcement Department at 704-432-9300 to apply, obtain answers about your case, make payments, establish paternity, etc. or visit http://charmeck.org/mecklenburg/county/CSE.

      Submit your request in writing to:

      James E. Yeager, Managing Attorney
      County Courts Office Building
      720 East 4th Street, 5th Floor
      Charlotte, North Carolina, 28202
      704-336-6661
      Edward.Yeager@MecklenburgCountyNC.gov

      Visit www.charmeck.org/adopt to:

      • View profiles of children awaiting adoption.
      • Register for an upcoming orientation or matching event.
      • Learn about the adoption and foster care process.

      To learn more about adopting or foster parenting, contact us at 704-336-KIDS (5437).

      To report abuse, neglect or exploitation of a child or adult, immediately call the CareLine at 704-336-2273. All information you provide is confidential, and you can remain anonymous.

      • Contact Just 1 Call for information about services for seniors and disabled adults by visiting www.Just1Call.org or calling 704-432-1111. The website includes a link to a searchable database of local resources.
      • Dial 311 or 211 for City/County Services in Charlotte, Mecklenburg County, and some surrounding counties.
      • To check your potential eligibility for the following services/resources, visit ePASS www.epass.nc.gov Food and Nutrition Services (formerly Food Stamps)
        • Emergency Assistance
        • Work First Cash Assistance
        • Crisis Intervention Program (CIP)
        • Simplified Nutritional Assistance Program (SNAP)

      • For Social Security information, please call the Social Security Administration at 704-535-6016 or toll free 800-772-1213. Visit http://www.ssa.gov for additional information.
      • For Medicare related questions, visit www.Medicare.gov.

      Call Transportation Scheduling at 704-336-4547, Monday - Friday 7:00 a.m. - 4:00 p.m. When you call, please have the following information ready, transportation can not be scheduled without it:

      • Your address & phone number
      • The number of people traveling
      • The destination address and phone number
      • Appointment date and time

      Notes:

      For for customers who have scheduled a subscription within the last 6 months and for whom DSS has received and approved their prior authorization paperwork for a new subscriptions, please use the online request form to request another transportation subscription.

      Notes:

      1. If you do not meet both criteria, you must call Transportation Scheduling at 704-336-4547 in order to request a subscription.
      2. The following requests cannot be made via the online form; instead they must be made by calling the Transportation Scheduling: 704-336-4547.
        • Bus Pass requests
        • Cancellations
        • Changes to existing subscriptions
        • First time riders
        • Group trips (trips consisting of 5 or more riders)
        • Non-medical trips
        • One time appointments
        • Trips requiring multiple stops
        • Trips that require pre-authorization
        • Trips that require temporary exemptions
        • Veteran Trips

         



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