Customer Connection is the main call center for the Mecklenburg County Department of Social Services. You can reach us by telephone 704-336-3000. Speaking to an agent directly is the best way to meet your needs. Agents are available Monday - Friday, 8 a.m. - 5 p.m. If you are unable to reach a Customer Connection agent by telephone, we may be able to help you via one of the online request forms (choose a topic below to see if a online form is available). To avoid duplication of efforts, if you have already spoken with someone by phone, please do not submit an online request.
You may check your potential eligibility for the following programs online at ePASS.nc.gov:
ePASS is a web-based screening tool that allows individuals to screen for potential eligibility of benefits. The website allows an individual to print an application that can be mailed in or brought in person to the county DSS. Per FNS policy, it is acceptable to fax applications to DSS. However, Medicaid policy does not accept faxed applications.
General notes about applications:
Call Customer Connection at 704-336-3000 to inquire about the documents. When you call, have the following information ready:
To check the status of an application/recertification for benefits please call 704-336-3000.
We make every attempt to meet the following processing times.
If the date of your application is still within that processing time, chances are that your application has not yet been processed. Please allow the full processing time to expire before you call to request the status of your application. Once your worker has processed your application, you will receive a letter in the mail indicating if your case was approved or denied.
Call Customer Connection at 704-336-3000 to report these changes. When you call, have the following information ready:
Note: We cannot process a change report until the change has occurred. For example, please do not report a change of address until you have moved or a new job until you have actually started.
North Carolina’s Medicaid offers managed care which provides you with a medical home and a primary care provider (PCP) who will coordinate your medical care. In Mecklenburg County managed care is called Carolina Access. You can choose a medical home with a primary doctor. A medical home can be chosen for each family member. If you do not choose a medical home, you will be automatically assigned to one. Visit www.ccpgm.org to view the provider directory or call Community Care Partners of Greater Mecklenburg at 704-512-5555 for advice on provider selection.
Once you know which provider you want, you may contact Customer Connection (704-336-3000) or go to the Primary Care Provider Form to select or change your provider. When making your request, please have the following information ready: provider's name and address. The Mecklenburg County Department of Social Services can only honor requests if the case is actively receiving Medicaid in Mecklenburg County.
As a Medicaid managed care member, you are eligible for all the services that Medicaid covers. Being a member also has the following advantages:
To report potential welfare fraud in Mecklenburg County, please contact the Fraud Unit at 704-353-0600 8 a.m. - 5 p.m. Monday through Friday. You will be able to speak to an Investigator trained in collecting the necessary information. Outside of regular business hours you may call the 24-hour automated Welfare Fraud Hotline number at 704-353-0400. All information you provide is confidential, and you can remain anonymous.
If you are a client, please contact Customer Connection at 704-336- 3000 to request a case closure.
Call the Child Support Enforcement Department at 704-432-9300 to apply, obtain answers about your case, make payments, establish paternity, etc. or visit http://charmeck.org/CSE.
Visit www.charmeck.org/adopt to:
To learn more about adopting or foster parenting, contact us at 704-336-KIDS (5437).
To report abuse, neglect or exploitation of a child or adult, immediately call the Care Line at 704-336-2273. All information you provide is confidential, and you can remain anonymous.
Guidelines for submitting a Medicaid Bus Pass Request Form
The following requests cannot be made via the online form:
For customers who have scheduled a subscription within the last 6 months and for whom DSS has received and approved their prior authorization paperwork for a new subscriptions, please use the online request form to request another transportation subscription.
Qualified veterans are transported to and from Veterans Affairs hospitals in North Carolina and to and from medical clinics in Charlotte. Call the Veterans Services Office at 704-336-2102 for more information. Cost: No fare.
To request transportation assistance, please call 704-336-4547 or click here to start the process online.
County services are operating at a limited capacity. Questions about COVID-19? Call Public Health Hotline: 980-314-9400