When Hurricane Helene swept across western North Carolina, it brought record-breaking rainfall, washed-out roads, widespread outages, and major communication failures. For many residents, the impact was immediate and life-altering. For Vaya Health, it became a defining moment of service, coordination, and community resilience.
As a public managed care organization supporting individuals with mental health needs, substance use disorders, intellectual and developmental disabilities (I/DD), and traumatic brain injuries (TBI), Vaya plays a critical role in caring for some of the region’s most at risk populations. Thanks to the dedication and leadership of many, including Vaya’s area director and CEO Tracy Hayes, the organization mobilized quickly to ensure staff and members were safe, accounted for and able to access essential support.
Hayes has described Vaya simply: the organization exists to serve people. That mission guided every step of the response. With cell and internet service down across much of the region, Vaya staff traveled to areas where they could find a signal to check on high-risk members and coordinate care. Many employees were coping with personal losses themselves, yet they continued to show up — sometimes cutting through debris just to reach individuals on their caseloads.
The challenges were both immediate and complex. Vaya clinicians supported emergency shelters, teams delivered essential supplies to provider agencies, and staff used available data to identify members whose medications or medical equipment needs placed them at heightened risk. In several cases, staff coordinated with medical providers and hand-delivered critical medications when roads were impassable.
Providers such as RHA Health Services, Appalachian Community Services in partnership with ncgCARE, and Daymark Recovery Services worked closely with Vaya to keep crisis facilities and mobile teams operating. Community stories emerged daily: from clinicians staying on the phone with stranded residents until rescue teams arrived to local leaders and partner LME/MCOs delivering donated supplies.
Hurricane Helene underscored the strength of a community that comes together in crisis, as well as the importance of preparedness and strong provider networks. As Hayes noted, the most difficult days were also the most inspiring, made possible by staff who showed resilience, compassion, and an unwavering commitment to those they serve.
For a deeper look at Vaya’s response and the leadership behind it, explore recent coverage in the Triangle Business Journal — including the feature on Hurricane Helene recovery efforts and the profile on Vaya Health CEO Tracy Hayes.
