Monday - Friday: 8 a.m. - 5 p.m.

Behavioral Health Ombuds Service; LLC

Phone: (509) 783-9444
Toll-Free*: (833) 783-9444
Fax: (509) 735-1191
*Interpreter services are available by phone.

Lake and Mountains


Provided Services

The Ombuds Service provides a variety of services. Please contact the Ombuds Service for any questions you might have about these services.

  • Information and Referrals - If you are looking for information or referrals and we don’t have the phone numbers, names of community agencies, or what resources might be available, we will assist you in finding the information.

  • Advocacy - If you want the Ombuds Service to advocate for you regarding your behavioral health services, with a signed and dated Release of Information, we can provide that.

  • Complaint Resolution - If you have an issue/concern regarding your Behavioral Health Agency and/or the services you are receiving, you can file a complaint at your agency. You can also ask the Ombuds Service for assistance with looking into your complaint with a signed and dated Release of Information. The Ombuds Service can look into the matter and try finding a resolution for you. If you aren’t satisfied with the resolution of the complaint, you can still file a grievance. (You don’t have to use the agency complaint process before filing a grievance).

  • Grievance - Grievance is a 45-day process, with an up to 14-day extension to find a resolution. You can file a grievance if you aren’t happy with the way you were treated, the quality of care or services you received or if you have problems getting care. (If you were denied, suspended, or terminated from a service, this would be an action, and you would need to file an Appeal). A grievance is filed at the payment source. If you have Medicaid Behavioral Health Services, it will be filed at your MCO. If your grievance involves Crisis Service, State-funded Services or Non-Medicaid Services, your grievance will be filed at GCBH/ASO. (Contact Information provided on page two). The Ombuds can help you navigate the grievance process with a signed and dated Release of Information and Authorization for Representation giving the MCO or ASO permission to include Ombuds with any letters, timelines, meetings or resolutions.

  • Appeals - If there was an action taken, such as reduction, termination, or denial of services regarding your Medicaid services, you have the right to appeal within 60 calendar days of receiving the denial letter. Appeals are a 14-day process with an up to 14-day extension for a resolution. If the action(s) that were taken affects on your health and welfare, there is a 3-day Appeal process; Expedited Appeal, which also has an up to 14-day extension. The Ombuds Service can help you navigate the Appeal process with a signed and dated Release of Information and Authorization for Representation giving the MCO or ASO permission to include the Ombuds with any letters, timelines, meetings or resolutions. If you aren’t happy with the resolution of your Appeal, you have the right to file for an Administrative Hearing.

  • Administrative Hearings - Only the individual or authorized representative may request an Administrative Hearing. A provider may not request one on behalf of the individual. You must go through the GCBH/ASO or MCO Appeal process in order to file for an Administrative Hearing. If you don’t agree with the GCBH/ASO or MCO’s resolution of your Appeal, you can file an Administrative Hearing within 120 calendar days of the date of the resolution of the Appeal.
    Office of Administrative Hearings: 800-583-8271

  • Health Care Authority Board of Appeals (HCA) - If you aren’t happy with the result of your Administrative Hearing, you can ask for a final review of your case by the HCA Board of Appeals Review Judge. Notice of your right to do so will be included in the initial order from the Administrative Hearing. The decision of the HCA Board of Appeals is final. To ask for this review, contact:
    HCA Board of Appeals, 844-728-5212.