GBUAHN Handbook - January 6 2020

Welcome to the GBUAHN Health Home!
We are proud and honored to serve you. Our dedicated team
of professionals is committed to providing Medicaid patients
in Western New York with improved, more efficient, and more
coordinated care.
This ember andbook was designed to introduce you to
GBUAHN and provide you with helpful information for many of
your health care and social service questions.
Please use this guide as a first step. If more questions arise or
anything is unclear, please contact our office at (716) 247-5282 and
your care team will be happy to assist you further. Please keep
your ember andbook in a safe place for your reference.
Thank you for choosing GBUAHN Health Home as your care
coordination team. We are glad to have you and strive to serve you
well. Your care matters to us!
Sincerely,
The GBUAHN Health Home Team
Main Office
564 Niagara Street
Building 2
Buffalo, NY 14201
Phone: (716) 247-5282
Toll-Free: 1-855-4GBUAHN
Fax: (716) 332-0075
Website:
Please see the back cover for more office locations.
1

WHAT IS GBUAHN?
The Greater Buffalo United Accountable Healthcare Network
(GBUAHN) is designed to be a person-centered system of care
that facilitates access to and coordinates health services, mental
health services, and community based services to improve care for
Medicaid patients in Western New York.
GBUAHN is a lead Health Home with over 140 physician members
in Western New York.
OUR MISSION
To remove barriers created by social determinants of health in
underserved communities.
OUR VISION
To become the Health Home of choice for our chosen marketplace.
HOW TO USE THIS HANDBOOK
This handbook will help you when you join GBUAHN Health
Home. It will tell you how you can get the most from your
membership with GBUAHN. This handbook is your guide to health
services. It tells you the steps to take to make the health home work
for you.
Part II of the GBUAHN Member Handbook shares with you what
you need to know right away and what you can expect next. The
rest of the handbook has helpful information for use when and if
you need it.
When you have a question, check this handbook or call ember
ervices. You can also call your ealth avigator.
2

PART 1
HIPAA
NOTICE OF
PRIVACY
PRACTICES
“Guidance when YOU need it most.”

HIPAA NOTICE OF PRIVACY
PRACTICES
We value your privacy. This policy explains how we handle
personal information. You receive our policy the first time we do
business with you and every year that you are a GBUAHN ember.
It is also available on www.gbuahn.org.
Our Privacy Principles:
• We do not sell customer information.
• We do not allow those who are doing business on our behalf to
use our customer information for their own purposes;
• We contractually require any person or organization providing
products or services on our behalf to protect GBUAHN customer
information;
• We do not share member medical information with anyone
within the GBUAHN family of companies unless:
o You expressly authorize it; or
o It is permitted or required by law; or
o Your agreement with us allows us to do so.
• We afford our prospective and former members the same
protection existing members with respect to the use of
personalinformation.
Information We Collect
Types of information we collect and how we gather it may
include:
• From your applications and other forms related to our servicesand
through your conversations with GBUAHN representatives,
including our subcontractors and/or downstream providers;
• When you visit gbuahn.org, our mobile sites and applications, our
social media sites and applications, and your interactions with our
online connections with our subcontractors/downstream
providers;
4

• From your experiences with us such as calls, or visits to our
providers;
• From within the amily of ompanies;
We Protect Customer
Information
We maintain physical, electronic
and procedural safeguards to guard
non-public personal information
and to comply with ederal and
tate laws. In addition, we
regularly review our policies and
practices, monitor our computer
networks, and test the strength of
our security.
How We Use Information About You
We use member information,including electronic
information, to:
• Value your needs and place priorities on the services we offer and
deliver to you;
• Assist us in determining the proper and best plan of care tosuit
your needs;
• Report the points of care given to you as part of a global reportto
NYS as part of their requirements to satisfy the need for a
standard quality of care extended for each of our members;
• Enhance your member experience;
• Determine which other services may best suit your needs.
5

How We Share Information
We share information about you, including information gathered
from our interactions and experiences with you, within our
GBUAHN amily of ompanies, and with GBUAHN approved
and contracted partners and down stream providers to help meet
your current service needs. We share information about you with
persons or organizations inside or outside our family of companies
for our everyday business purposes and as permitted and allowed
by law.
We share information about you with downstream providers that
perform services for us, or with whom we have joint contractual
agreements. Those agreements allow us to provide services
specifically geared to your specific needs. We share information
with downstream providers so that the services we have contracted
for on your behalf will commence in a quick and efficient manner.
We share your information only with the providers for which you
consented via the GBUAHN
consent form.
Social Media Information
GBUAHN may or may not use common tracking technologies like
browser cookies, analytical tools, or other technologies to
customize our websites and enhance your overall experience. Our
mobile and social media applications may also collect
demographic information such as age, gender, and
location, about the users of each application. Prior to the
installation of any application, you should see a statement
describing what information is collected from your use of that
particular application.
END OF PRIVACY POLICY
6

PART 2
WHAT TO EXPECT
AFTER JOINING
GBUAHN
HEALTH HOME
“Guidance when YOU need it most.”

WHAT TO EXPECT AFTER JOINING
GBUAHN HEALTH HOME
After you enroll, we will send you a welcome letter. Shortly after
receiving your welcome letter, you can expect to hear from a
member of the GBUAHN Care Team.
DESCRIPTION OF YOUR GBUAHN CARE TEAM
Community Worker (CW) – You were likely enrolled by a
ommunity orker. The CW is responsible for outreach,
engagement, enrollment retention of our members.
Patient Health Navigator (PHN) - Soon after being enrolled in
GBUAHN and receiving your welcome letter, you will be assigned
and contacted by your atient ealth avigator. The PHN conducts
your , creates your care plan,
set goals with you, identifies family/community support, and
provides helpful health and social services links. The PHN is the
bridge between you and your providers. You can expect that the
PHN will regularly be in contact with your providers. Please
provide your PHN with as much information as possible, so that he
or she can provide you with the best possible care.
Care Manager (CM) – There are a group of people that serve our
members behind the scenes. The are anager is responsible for
making sure GBUAHN’s atient ealth avigators are providing
the highest levels of care to you, the member.
8

Member Services - There is someone to help you in ember
ervices Monday through Friday from 9 a.m. to 6 p.m. Call
716-247-5282 if you need assistance. If you need help or health
careadvice at other times, you will be transferred to a atient
otline.Follow the options to speak with someone 24 hours a
day, 7 daysa week. You can call to get help anytime you have a
question orconcern.
KEEPING YOUR CARE TEAM INFORMED
Call ember ervices or your atient ealth avigator
whenever these changes happen in your life:
• You change your name, address or telephone number.
• You have a change in Medicaid eligibility.
• There is a change in insurance for you.
NON-ENGLISH SPEAKING MEMBERS
If you do not speak English, we can help. Call us and we will find a
way to talk to you in your own language. We have a group of
people who can help. We will also help you find a
who can serve you in your language.
MEMBERS WITH DISABILITIES
For people with disabilities: f you use a wheelchair, are blind, or
have trouble hearing or understanding, call us if you need extra
help. We can tell you if a particular provider’s office is wheelchair
accessible or is equipped with special communications devices.
We also have access to services like:
• Toll-free access (ur phone number is 1-855-4GBUAHN or
855-442-8246)
• Information in large print
• Case management
• Help in making or getting to appointments
• Names and addresses of providers who specialize in your
disability
9

PART 3
ADVANCE
DIRECTIVES
“Guidance when YOU need it most.”

ADVANCE DIRECTIVES
There may come a time when you can’t decide about your own
health care. By planning in advance, you can arrange now for your
wishes to be carried out. First, let family, friends and your doctor
know what kinds of treatment you do or don’t want.
Second, you can appoint an adult you trust to make decisions for
you. Be sure to talk with your primary care provider (PCP), your
family or others close to you so they will know what you want.
Third, it is best if you put your thoughts in writing. The documents
listed below can help. You do not have to use a lawyer, but you may
wish to speak with one about this. You can change your mindat
any time. We can help you understand or get these documents.
They do not change your right to quality health care benefits. The
only purpose is to let others know what you want if you can’t speak
for yourself.
Health Care Proxy – With this document, you name another adult
that you trust (usually a friend or family member) to decide about
medical care for you if you are not able to do so. If you do this, you
should talk with the person so they know what you want.
CPR and DNR – You have the right to decide if you want any
special or emergency treatment to restart your heart or lungs if
your breathing or circulation stops. If you do not want special
treatment, including cardiopulmonary resuscitation (CPR), you
should make your wishes known in writing. Your PCP will provide
a Do Not Resuscitate (DNR) order for your medical records. You
can also get a DNR form to carry with you and/or a bracelet to
wear that will let any emergency medical provider know about your
wishes.
Organ Donor Card – This wallet-sized card says that you are
willing to donate parts of your body to help others when you die.
Also, check the back of your driver’s license to let others know if
and how you want to donate your organs.
11

PART 4
MEMBER RIGHTS
&
RESPONSIBILITIES
“Guidance when YOU need it most.”

MEMBER RIGHTS AND
RESPONSIBILITIES
Your rights
As a member of GBUAHN Health Home, you have a right to:
• Be cared for with respect without regard for health status, sex,
race, color, religion, national origin, age, marital status or sexual
orientation
• Be told where, when and how to get the services you need from us
• Be referred to a primary care provider (PCP) who can
communicate with you in a language you understand
• Get a second opinion about your care
• Give your approval to any treatment or plan for your care after
that plan has been fully explained to you
• Refuse care and be told what you may risk if you do
• Be assured that your member record is private and will not be
shared with anyone except as required by law or contract or with
your approval
• Get a copy of the Notice of Privacy Practices that tells you
your rights on protected health information (PHI) and our
responsibility to protect your PHI; this includes the right to know
how we handle, use and give out your PHI
• PHI is defined by HIPAA Privacy Regulations as information that:
- Identifies you or can be used to identify you
-Comes from you or has been created or received by a
health care provider, a health plan, your employer or
a health care clearinghouse
-Has to do with your physical or mental health condition,
providing health care to you, or paying for providing health
care to you
• Use our complaint system to settle any complaints, or you can
complain to the New York State Department of Health any time
you feel you are not fairly treated
• Use the state fair hearing system
13

• Appoint someone (relative, friend, lawyer, etc.) to speak foryou if
you are unable to speak for yourself about your care and
treatment or if you simply want someone else to speak for you
• Choose a PCP, choose a new PCP and have privacy during a visit
with a health care provider
• Be referred to a non-network provider if we do not have an
appropriately trained provider in our network
• Get needed medical services within a reasonable amount of time
• Take part in making decisions about your health care with your
health care provider
• Receive information on available treatment options and
alternatives, regardless of cost or benefit coverage
• Receive considerate, respectful care in a clean, safe environment
free of unnecessary restraints
• Be referred to specialists who are experienced in treating
disabilities, if needed
• Receive information about us, our services, policies and
procedures, providers, member rights and responsibilities, and
any changes made
• Receive information about all benefits and services available from
us
• Request information about the plan, including clinical review
criteria used by the plan in a utilization review decision on a
specific disease or condition
• Get a current directory of doctors within our network
• Have access 24 hours a day, 7 days a week toll free at
247-5282 or 1-855-4GBUAHN
• Call our ember ervices department toll free at 716-247-5282
from 8 a.m. to 6 p.m. Monday through Friday
• Get help from someone who speaks your language
• Make suggestions about our member rights and responsibilities
policy
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Your responsibilities
As a member of GBUAHN Health Home, you agree to:
• Find out how your health care plan works.
• Share your membership in GBUAHN Health Home to each
provider and tell us about any health care providers you are
currently seeing.
• Work with your atientealth avigator toguardand improve
your health.
• Give us and your health care provider the information he or she
needs to take care of your medical needs.
• Listen to your PCP’s advice and ask questions when you are in
doubt.
• Know and get involved in your health care. You should talk with
your health care provider about recommended treatment. You
should then follow the plans and instructions for care agreedupon
with your provider.
• Get information to understand your health problems andconsider
treatments so you can participate in developing mutuallyagreed
upon treatment goals before services are performed.
• Call or go back to your PCP if you do not get better or ask for a
second opinion.
• Treat GBUAHN’s staff with the same respect you expect.
• Tell us if you have problems with any of GBUAHN’s staff by
calling ember ervices.
• State any complaint or concern clearly.
• Keep your appointments. If you must cancel, call as soon as you
can.
• Use the emergency room for emergencies.
• Call your PCP when you need medical care, even if it is afteroffice
hours.
• Get a referral from your PCP before you go to a hospital or see a
specialist (except for emergencies and self-referral services).
• Ask your PCP how to take your medicines the right way, or
request that your atient ealth avigator provides a link to
someone who can assist you.
15

• Be aware that refusing the treatment your provider suggests may
have serious consequences for your health.
• Tell your PC and your atient ealth avigator about your
health.
• Authorize your PCP and your atient ealth avigator to get a
copy of your old medical records.
• Learn and follow our membership rules stated in this handbook.
MEMBER COMPLAINT PROCESS
Complaints
We hope our health home serves you well. If you have a problem,
please contact GBUAHN’s ompliance fficer. Most problems can
be solved right away. Problems that are not solved right away over
the phone and any complaint that comes in the mail will be
handled according to our complaint procedure described below.
You can ask someone you trust (such as a legal representative, a
family member, or friend) to file the complaint for you. If you need
our help because of a hearing or vision impairment, or if you need
translation services, or help filing the forms we can help you. We
will not make things hard for you or take any action against you for
filing a complaint.
16

How to file a complaint with GBUAHN Health Home
To file by phone, call GBUAHN’s ompliance fficer at
855-877-2940, Monday through Friday, from 8 a.m. to 6 p.m. If you
call us after hours, leave a message. We will call you back the next
day. If we need more information to make a decision, we
will tell you.
You can write us with your complaint or call the ember ervices
number and request a complaint form. It should be mailed back to:
GBUAHN Health Home
ATTN: Quality Department
564 Niagara Street - Building 2
Buffalo, NY 14201
You can also fax the complaint to (716) 332-0075.
What happens next?
If we don’t solve the problem right away over the phone or after
we get your written complaint, we will send you a letter within 15
business days. The letter will tell you:
• Who is working on your complaint
• How to contact this person
• If we need more information
Your complaint will be reviewed by one or more qualified people. If
your complaint involves clinical matters, your case will be reviewed
by one or more qualified health care professionals.
After we review your complaint:
• We will let you know our decision in 45 days of when we have all
the information we need to answer your complaint, but you will
hear from us in no more than 60 days from the day we get your
complaint. We will write you and will tell you the reasons for our
decision.
17

• When a delay would risk your health, we will let you know our
decision in 48 hours of when we have all the information we need
to answer your complaint but you will hear from us in no more
than seven days from the day we get your complaint. We will call
you with our decision or try to reach you to tell you. You will get a
letter to follow up our communication in three business days.
• You will be told how to appeal our decision if you are not satisfied
and we will include any forms you may need.
• If we are unable to make a decision about your complaint because
we don’t have enough information, we will send a letter and let
you know.
Complaint appeals
If you disagree with a decision we made about your complaint, you
or someone you trust can file a complaint appeal with the plan.
How to make a complaint appeal
If you are not satisfied with what we decide, you have at least 60
business days after hearing from us to file an appeal. You can do
this yourself or ask someone you trust to file the appeal for you. The
appeal must be made in writing. If you make an appeal by phone it
must be followed up in writing. After your call, we will send you a
form your phone appeal. If you agree with our
summary, you must sign and return the form to us. You can make
any needed changes before sending the form back to us.
What happens after we get your complaint appeal?
After we get your complaint appeal we will send you a letter within
15 business days. The letter will tell you who is working on your
complaint appeal, how to contact this person and if we need more
information.
Your complaint appeal will be reviewed by one or more qualified
people at a higher level than those who made the first decision
18

about your complaint. If your complaint appeal involves clinical
matters your case will be reviewed by one or more qualified health
professionalwith at least one clinical peer reviewer, were not
involved in making the first decision about your complaint.
If we have all the information we need you will know our decision
in 30 business days. If a delay would risk your health you will
get our decision in two business days of when we have all the
information we need to decide the appeal. You will be given the
reasons for our decision and our clinical rationale, if it applies.
If you are still not satisfied, you or someone on your behalf can file
a complaint at any time with the New York State Department of
Health at 1-800-206-8125.
RIGHT TO A FAIR HEARING
Fair hearings
A air earing is a chance for you to tell an dministrative aw
udge from the New York State Office of Temporary and Disability
Assistance, Office of Administrative Hearings, why you think a
decision about your case made by a local social services agency is
wrong. The Office of Temporary and Disability Assistance will then
issue a written decision which will state whether the local agency’s
decision was right or wrong. The written decision may order the
local agency to correct your case.
Request resources:
• Request a air earing - Requests for earings can be completed
online, by US Mail, by telephone or by fax.
• Request an djournment or eopening - If you cannot appear at a
hearing that has been scheduled but hasn’t been held yet, you may
request that it be adjourned (postponed) to another date. You may
submit your request for an adjournment online, by US Mail, by
telephone or by fax. If the hearing date has already passed and you
19

didn’t attend the hearing, under some limited circumstances, you
may be able to have the hearing rescheduled.
• Cancel a air earing - If you no longer need a hearing thatyou
have requested, you may let us know online, by US Mail, by
telephone or by fax.
• Request ompliance with a air earing ecision - If you have
received a fair hearing decision that says that your local agency
should do something and you believe that they haven’t done it,
you may submit a ompliance omplaint to us. You may do this
online, by US Mail, by telephone or by fax.
• Search the air earing ecision rchive - The Office of
Administrative Hearings publishes all of its air earing
ecisions on the Internet. These decisions have all personal and
confidential information removed. If you want to look at old
decisions or find other decisions whose facts are similar to yours,
you may search this archive.
For all other issues, including inquiries or complaints regarding
a specific fair hearing decision, obtaining an additional copy of a
decision, or requests to amend a decision and/or reopen a hearing,
you may contact the Office of Administrative Hearings at:
Office of Temporary and Disability Assistance
Office of Administrative Hearings
PO BOX 1930
Albany, NY 12201-1930
Fax: (518) 473-6735
Phone: (518) 474-8781 or 1-800-342-3334 (toll free)
Speech or Hearing Impaired Individuals
Please contact the New York Relay Service at 711 and request that
the operator call us at 1-800-502-6155. Service at this number will
only be provided to callers using TDD equipment.
20

PART 5
DISENROLLING OR
TRANSFERRING
FROM GBUAHN
HEALTH HOME
“Guidance when YOU need it most.”

DISENROLLMENTS AND TRANSFERS
Membership in GBUAHN Health Home is voluntary for all
members.
Members can request to be disenrolled for the following reasons:
• You move out of our service area.
• You and your care team all agree that disenrollment is best for
you.
• You are or become exempt or excluded from managed care.
• We do not offer a Medicaid managed care service that you can get
from another health plan in your area.
• You need a service that is related to a benefit we do not cover and
getting the service separately would put your health at risk.
• We have not been able to provide services as you expected.
• You wish to transfer to another health home in Erie County.
HOW TO CHANGE MANAGED CARE
ORGANIZATIONS
You may be able to transfer to another plan over the phone. Unless
you are excluded or exempt from managed care, you will have
to choose another health plan. GBUAHN will be happy to help
facilitate the change to a managed care organization that we accept.
It may take between two and six weeks to process, depending on
when your request is received. You will get a notice that the change
will take place by a certain date.
You can ask for faster action if you believe the timing of the regular
process will cause added damage to your health. You can also ask
for faster action if you have complained because you did not agree
to the enrollment.
22

MEDICAID I
You could become ineligible for Medicaid Managed Care.
You may have to disenroll from GBUAHN Health Home if you:
• Move out of the county or service area
• Change to another managed care plan
• Join an HMO or other insurance plan through work
• Become incarcerated
• Become a permanent resident of a nursing home or other
inpatient facility
ADMINISTRATIVE DISENROLLMENTS
We can your GBUAHN membership, if you often:
• Don’t follow the rules of GBUAHN Health Home
• Do not fill out forms honestly or do not give true information
(commit fraud)
• Cause abuse or harm to plan members, providers or staff
• Act in ways that make it hard for us to do our best for you and
other members even after we have tried to fix the problems
23

PART 6
MANAGED CARE
ORGANIZATIONS
(INSURANCE)
LISTING
“Guidance when YOU need it most.”

MANAGED CARE ORGANIZATIONS
(INSURANCE) CONTACT INFORMATION
Medicaid Call Center
(716) 858-6244
Medicare Hotline
1-800-772-1213
Fidelis Care of Western
New York
40 John Glenn Drive
Amherst, NY 14228
1-888-343-3547
Blue Cross/Blue Shield
(Health Now/Community
Care)
57 W. Genesee Street
Buffalo, NY 14202
(716) 887-7520
Univera
(Community Health)
205 Park Club Lane
Buffalo, NY 14221
(716) 847-0881
Wellcare of Buffalo
255 Delaware Avenue #6
Buffalo, NY 14202
(716) 846-7900
YourCare Health Plan
446 Main Street
Buffalo, NY 14202
(800) 683-3781
United Healthcare
1-877-596-3258
TTY users, call: 711
If you are covered by a anaged are rganization that GBUAHN
does not accept, but you would like to remain a member of
GBUAHN, please contact ember ervices. They will be happy to
place you in contact with someone can guide you through the
process of changing your insurance to one of the anaged are
rganizations above. As a reminder, you must have Medicaid in
order to qualify for membership in a health home.
25

PART 7
HELPFUL
COMMUNITY
RESOURCES
“Guidance when YOU need it most.”

CRISIS SERVICES
If you are dealing with a crisis
situation, know that you are not
alone. Crisis Services can lend a
listening ear and some assistance
for the following crises:
• Homelessness
• Rape
• Domestic iolence
• Suicide revention
• Trauma
• Mental ealth mergencies
24 Hour Hotline Serving
Buffalo and Erie County
(716) 834-3131
Kids Helpline
(716) 834-1144
1 (877) KIDS400
24 Hour Domestic Violence
Hotline - Erie County
(716) 862-HELP (4357)
Call (716) 884-6000 for a shelter
NYS Domestic Violence
and Sexual Violence -
24 Hour Hotline
1-800-942-6906 (English)
1-800-942-6908 (Spanish)
LOCAL FOOD
PANTRIES
Note: Many pantries have restricted
hours. Before visiting a food pantry,
please call to confirm that they are
open and their hours of operation.
Primera Food Pantry
62 Virginia Street
Buffalo, NY
(716) 854-6097
Salvation Army
960 Main Street
Buffalo, NY
(716) 883-9800
Buffalo Urban League
Pantry
86 Pine Street
Buffalo, NY
(716) 847-8951
Buffalo River Food Pantry
61 Republic Street
Buffalo, NY
(716) 856-8613
Matt Urban Center
1081 Broadway Street
Buffalo, NY
27

PART 8
FREQUENTLY
ASKED
QUESTIONS
“Guidance when YOU need it most.”

GBUAHN is committed to providing the highest level of care to
our members. Below you will find commonly asked questions.
Q: I think I might be having a medical emergency. What should I do?
A: If you think you might be having an emergency, the first step is
to keep calm. Getting upset or scared can affect your heart rate,
digestion, and breathing, which may cause you to confuse your
symptoms. Keep calm so that you can make the right decision for
your wellbeing. Try to reach your doctor. He or she can give you
the best advice on whether or not you are having an emergency.
• A high fever
• Chest pain and shortness of breath
• Feeling sick or unusual after taking your medications
• Taking too much of your medications
• Coughing or vomiting blood
• Heavy or uncontrollable bleeding
• Seizures
• You feel like you want to hurt yourself
• You feel like you want to hurt someone else
• Voices are telling you to hurt yourself and someone else
If you are experiencing these symptoms and cannot reach your
doctor, go to the hospital immediately.
Q: Who do I call if I have a question about my membership?
A: Member ervices can assist with any membership-related inquiry
and a variety of other questions. Please call (716) 247-5282.
Q: Who do I call for my care coordination needs?
A: Your atient ealth avigator (PHN) is your lead contact person
who assists you with coordinating your medical and social service
needs.
29

Q: Who do I call if I have forgotten my atient ealth avigator’s
name?
A: If you are unsure of who your atient ealth avigator is, call
ember ervices at (716) 247-5282 and a representative will
provide you with the name of your PHN.
Q: How do I recertify my Medicaid?
A: Once a year, Medicaid will mail you the necessary forms for
renewing your Medicaid. It is important to always notify
Medicaid of any changes in address, because mail from
Medicaid cannot be forwarded. This means that if you have
moved and failed to notify Medicaid, you will not receive your
recertification forms, which may put you at risk for losing your
coverage.
Q: I have a rodent/insect infestation in my home. What do I do?
A: First you should call your landlord and inform
the
Q: How can I schedule transportation to my appointments through
GBUAHN?
A: Call MAS (Medicaid answering service located in part 9)
or call your atient ealth avigator to assist in arranging
transportation.
Q: I received a 30-day eviction notice. What do I do?
A: Make sure you have a physical copy of your eviction notice
with the stated reason for your eviction. Bring that eviction
notice to the Department of Social Services, located at 158
Pearl Street. You will want to go to the irst loor, indow #7,
and apply for emergency housing. You can also let your atient
ealth avigator know about the eviction notic for further
assistance.
30

Q: I received a utility shutoff notice. What do I do?
A: You can handle this situation in a variety of ways, depending on
your circumstances. If you receive ocial ervices, immediately
call your caseworker and provide with the
information from your shutoff notice. You can also call the
utility company and explain to the representative any financial
changes that have taken place and request an income budget
sheet. This will allow you to get a reduced bill according to the
income change that has been expressed. You can also ask if you
are eligible for a special program through the utility company.
If you would like assistance with speaking with anyone, you can
request that from your atient ealth avigator.

Q: My landlord is not addressing a health hazard in my home.
What do I do?
A: If your landlord is being negligent in regard to safety in your
home, there are two agencies that help with these issues:
•Neighborhood Legal Services - (716) 847-0650
•Housing Opportunities Made Equal (H.O.M.E.) - (716) 854-1400
If you would like assistance with speaking with anyone, you can
request that from your atient ealth avigator.
Q: I need help resolving legal issues. Where can I go for help?
A: Neighborhood Legal Services provides free legal assistance and
guidance for a variety of issues. You can contact them at (716) 847-
0650. If you would like assistance speaking with anyone, you can
request that assistance from your atient ealth avigator.
Q: I work and have children. How can I find affordable child care?
A: There are subsidies and programs for working parents who
need help with daycare or childcare. To apply, go to the
Department of Social Services with documents supporting your
income amount and proof of employment. If you would like
assistance, you can contact your atient ealth avigator.
Q: All of the applications I need to do are online, but I don’t have a
computer. Where can I go?
A: All public libraries in Erie County have free computers for your
use if you need to fill out applications. If you would like to find
the library closest to your home or current location, you can
contact ember ervices and they would be happy to assist you.
Q: I need translation services for appointments, hearings, etc. due
to a language barrier. How can I get help?
A: he International Institute of Buffalo is a very helpful local
agency that helps with translation services. They are located at 864
Delaware Avenue, Buffalo, New York. The phone number is
(716)883-1900 and their hours are 8:30 am - 4:30 pm.
32

PART 9
RESOURCES
&
IMPORTANT
PHONE NUMBERS
“Guidance when YOU need it most.”

Medicaid Answering
Service (MAS Transportation)
1-800-651-7040
The Water Shed
Rehabilitation Drug &
Alcohol Addiction Rehab
24 hours & Confidential
1-844-455-9146
1526 Walden Avenue
Suite 400
Cheektowaga, NY 14225
(716) 895-6700
463 William Street
Buffalo, NY 14204
(716) 893-0062
1131 Broadway
Buffalo, NY 14212
(716) 896-7350
Horizon Inpatient
Treatment Admission
( 716 ) 831-1800
St. Luke Furniture
(716 ) 892-4049
Buffalo Federation of
Neighborhood Centers, Inc.
(BFNC)
423 Monroe Street
Buffalo, NY 14212
(716) 856-0363
Jewish Family Service of
Buffalo & Erie County
70 Barker Street
Buffalo, NY 14209
(716)883-1914
Hispanics United of Buffalo
(HUB)
254 Virginia Street
Buffalo, NY 14201
(716) 856-7110
Western New York
Independent Living, Inc.
3108 Main Street
Buffalo, NY 14214
(716)836-0822
Child& Family Services
(716)842-2750
To report hild buse,
call 1-800-342-3720
Willcare
1-800-945-5227
34

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January 6, 2020
36

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