Helene Recovery

Vaya Health, an Asheville-based public managed care organization for people with mental health, substance use, intellectual/developmental disability, and traumatic brain injury needs, serves 20 North Carolina counties included in President Biden’s disaster declarations following Hurricane Helene: Alexander, Alleghany, Ashe, Avery, Buncombe, Caldwell, Clay, Henderson, Haywood, Jackson, Macon, Madison, McDowell, Mitchell, Polk, Swain, Transylvania, Watauga, Wilkes, and Yancey. Swain County, also within Vaya’s service area, sustained significant damage as well (Swain County was added to the list of eligible counties on Oct. 5).

Vaya staff live and work in the communities we serve, including all counties in the disaster area. Many staff are experiencing the same issues as these communities, but Vaya successfully activated its business continuity and disaster recovery plans and is responding to the evolving situation. 

All Vaya offices are open to the public except Yancy County (Burnsville), Polk County, and Vaya’s administrative office in Asheville. Vaya staff with internet access are working remotely and all systems are operational. Vaya’s service lines are operating normally, including: 

• Vaya’s Behavioral Health Crisis Line (1-800-849-6127) is available 24 hours a day, 7 days a week 

• Vaya’s Member and Recipient Service Line (1-800-962-9003) is available Mon.-Sat., 7 a.m. – 6 p.m. 

Behavioral Health Walk-in Centers

Walk-in centers help people experiencing a mental health or substance use crisis in the same way urgent care clinics help people with immediate physical health needs. You can visit a walk-in center without an appointment. Learn which walk-in centers are open in the 32 counties Vaya serves.

Questions about your Insulin? 

You do not necessarily need to throw away insulin that has not been refrigerated. Most is still good for up to 28 days. Learn more about Insulin Storage and Expiration.

Do you need to switch insulin products due to availability? Read more about Switching Between Insulin Products in Disaster Response Situations 2020.

Resources for those in the Intellectual/Developmental Disability community 

Disasters can prove extra challenging for those with disabilities and the people who support them. Community Bridges has shared resources for these communities during this time. 

• Communication Tool:  You can use this communication aid to help someone with an intellectual/developmental disability communicate with you, or assist you in communicating with them.

• The Disability and Disaster Hotline: If the storm has impacted you or someone you care for with intellectual and developmental disabilities, resources are available to support you. The Disability and Disaster Hotline, operated by The Partnership for Inclusive Disaster Strategies, offers critical help for those in need. If you need assistance, please call or text 800-626-4959 or email hotline@disasterstrategies.org. This hotline provides valuable information, referrals, and guidance for individuals with disabilities, their families, and the organizations supporting them.  

Shelters and Road Closures

For those seeking immediate shelter, ReadyNC provides a resource of open shelters with availability. In addition to general population shelters, two state medical support shelters are open for those who require specialized health care attention.  

Learn more about road conditions and other transportation information.  

County Information

Pharmacy Concerns 

Early prescription refills and prior approval overrides are available for members impacted by Hurricane Helene. Please contact the Pharmacy Service Line at 1-800-540-6083 with any medication access questions or concerns. 

North Carolina Board of Pharmacy staff have received notice of pharmacies in western North Carolina that are operating and serving patients. Staff will continue posting updates as they receive them. 

Operating Pharmacies in Counties Affected by Hurricane Helene 

Federal Emergency Prescription Assistance Program For Certain Helene-Affected North Carolina Counties 

The Emergency Prescription Assistance Program, or EPAP, helps people in a federally identified disaster area who do not have health insurance get the prescription drugs, vaccinations, medical supplies, and equipment that they need. This program helps people and communities better cope with a disaster and reduces stress on the health care system. People who are eligible for EPAP can file a claim at more than 72,000 retail pharmacies across the United States and its territories for prescription items that were lost, stolen, or destroyed because of a disaster. EPAP will open soon for certain Helene-impacted North Carolina counties.  

Learn more about the EPAP program for Helene, including how to sign up.  

Accessing Medications During an Emergency (updated Oct. 7) 

If you or a loved one need to get prescription refills for non-controlled substances such as blood pressure and cholesterol medications, the emergency rules below apply to all pharmacies and health plans: 

• Anyone can go to any open pharmacy with their prescription bottles to get a 30- or 90-day refill on their non-controlled substance medications.  

• Pharmacies are allowed to refill the prescription even if there are no remaining refills.  

• These emergency refill procedures cannot be used to fill prescriptions for Schedule II controlled substances, including pain medications containing hydrocodone or oxycodone and ADHD medications like Adderall and Ritalin. 

• All health plans licensed to operate in North Carolina are legally responsible to allow and cover prescriptions that are otherwise being filled “too soon” by people who reside in an area that is subject to an emergency declaration.   

• It is okay for someone other than the patient to pick up the prescription. Some medications may require the person picking up the medication to have a copy of the patient’s ID, but this is not the case for most medications.  

For Medicaid Beneficiaries:  

Medicaid providers cannot deny services, including prescription drugs, to a Medicaid beneficiary who cannot afford their copay. All NC Medicaid contracted providers, including pharmacies, must follow Medicaid policies. This extends to Medicaid benefits provided through a managed care entity like Vaya Health.  

For Vaya Total Care members who evacuated or relocated due to Hurricane Helene:  

• Our pharmacy network offers access to pharmacies across the country. Call the Pharmacy Service Line (1-800-540-6083) for help finding a pharmacy near you. You can also see an out of state prescriber during this time if you need to. Vaccines, including flu and COVID, are available in the expanded network during the emergency response period. When using an out-of-state pharmacy, you should always call ahead first. Be sure to take your prescription bottle(s) and your Medicaid ID card with you.  

Temporary Medicaid Flexibilities 

NC Medicaid has issued temporary flexibilities, including the following categories: 

• Expedited enrollment process for health care providers to become a NC Medicaid provider  

• Expanded Ability for hospital swing beds  

• Reimbursement for medically necessary services  

• Medication PA overrides  

• Early prescription refills 

• Expediting nursing home admissions for individuals displaced 

• Temporary PASRR procedures 

• State Plan Personal Care Services 

• Private duty nursing 

• Innovations and Traumatic Brain Injury (TBI) waiver flexibility 

• Reminder: Hospital at Home Program remains active  

• Flexibilities for NC Medicaid Direct only 

View the latest update for Temporary Medicaid Flexibilites. 

Behavioral Health Resources

Behavioral health (mental health and substance use) resources are critical during disaster response and recovery periods. Those in the communities Vaya serves can reach out to the following resources: 

• Call 911 for emergency assistance 

• Call 211 for local resources (non-emergency). Use 211, not 911, if you are trying to find a friend or loved one you can’t contact 

• Vaya’s Behavioral Health Crisis Line (1-800-849-6127) is available 24 hours a day, 7 days a week 

• Vaya’s Member and Recipient Service Line (1-800-962-9003) is available Mon.-Sat., 7 a.m. – 6 p.m. 

• Call NC’s Peer Warmline (1-855-PEERS NC) to speak to a peer living in recovery from mental health or substance use issues  
  • Available 24/7 
  • Free and confidential
•  Resources for Resilience Listening Circles– On Zoom from noon – 1 p.m., every day through October 18. Free for anyone affected by Hurricane Helene. No sign-up needed. To drop in, go to WNCListens, or call 646-876-9923 (meeting ID 847 0135 3002).  

We will continue to update this page as we have more information and as conditions change.