Smoky Mountain Center Customer Service staff are available to help consumers and their family members address any questions, concerns or problems they are having with the services they are receiving from Smoky Mountain Center or from our Provider Community, or to help meet any unmet needs. Customer Service staff can help you in the following ways:

• Link you with support and assistance available from Smoky Mountain Center staff and providers in our Provider Community,

• Inform you of resources to answer questions or resolve your concern or complaint,

• Support you in talking with your provider regarding your concern or problem, or represent you in addressing a concern or problem with a provider,

• Offer mediation to help resolve issues or problems between you and any providers you are engaged in treatment with,

• Help you make a formal complaint regarding your treatment, and investigate and require plans of correction when necessary,

• Ensure that providers follow-up on any mediation resolution or plans of correction.