Customer Service
Service with Care, Everytime
At Van Buren Community Mental Health, our Customer Service Team is here to make it easier for you to connect with the behavioral health and wellness services you need. We understand that finding the right care can feel overwhelming, so we’ll guide you every step of the way.
Our team can explain your rights and how to use the processes in place to protect them. We can also help you file grievances, complaints, or appeals, and answer questions about community benefits or referrals you’ve received.
If you have concerns about your services or support, start by talking with one of your care team members—like your Case Manager or Therapist. If you need more support, then our Customer Service team can step in to help. We’ll answer your questions, explain services and eligibility, review payment options, and connect you with the right resources.
Your whole health matters to us, and we’re here to make sure you get the help and support you need! Contact a Customer Service Representative at:
Customer Service
Phone: 269-655-3333
Toll-Free: 1-800-922-1418
Email: customerservices@vbcmh.com
Fax: 269-657-3474
Michigan Relay Center (MRC): 711
*Calls are answered live during business hours. If you call outside business hours, you can leave a message, and if you need a call-back outside our regular hours, please let us know, and we will accommodate your needs.
Customer Service Hours
Monday-Friday from 8:30am-5:00pm (excluding holidays)
At VBCMH, we also partner with Southwest Michigan Behavioral Health (SWMBH) for customer service. SWMBH will direct calls regarding everything from customer service concerns and complaints to our VBCMH Customer Service Team, but will also handle any appeals that a person we serve or their family member may have. To contact SWMBH Customer Service, please call 1-800-890-3712.
Customer Service Handbooks
Grievance and Appeals
If you’re not satisfied with your services, supports, or the way you’ve been treated, you have the right to let us know by filing a grievance. This is your way to share concerns about your care or the VBCMH staff providing it.
You have the right to complain...
- If you were turned-down for services when you applied
- If you were turned-down when you wanted to go to the hospital
- If you are not happy with the goals and objectives in your Person-Centered Plan
- If your current VBCMH services or supports are being put on hold, lowered, limited, or cancelled
- If you do not like your Family Support Subsidy Determination
You can file a grievance anytime by calling Customer Service at 269-655-3333 (Toll-Free: 1-800-922-1418), visiting an office location in person, emailing customerservices@vbcmh.com, or by completing the Customer Concern Form below. Once you file a grievance, we will work to resolve your grievance within 60 calendar days.
If you have Medicaid and your grievance is not resolved within 60 days, you have the right to request a Medicaid Fair Hearing. A State Fair Hearing (a type of trial) is provided by a state level administrative law judge if you ask for one when a decision has been made to deny, reduce or suspend services if you have Medicaid. You must ask for this hearing in writing to the Michigan Administrative Hearing System (MAHS) within 90 calendar days of receiving a notice letter, a letter informing you of a reduction, suspension or termination of services. The letter should be mailed to:
MICHIGAN ADMINISTRATIVE HEARING SYSTEM
FOR THE DEPARTMENT OF COMMUNITY HEALTH
P.O. BOX 30763
LANSING, MI 48909
We want to provide the best care possible, and your feedback helps us improve. If you are ever unhappy with the way your services are provided or how you are treated, we need to know. Please reach out if something isn’t right—we’re here to listen and help!
Michigan Rights Handbook & Podcasts When Receiving Mental Health Services