Consumer & Family

Assistance Office

The Consumer & Family Assistance Office assists individuals and their families who are receiving or eligible for Medi-Cal-funded services from Alameda County Behavioral Health Care. A Consumer Assistance Specialist will work with you to resolve your concerns and can help you exercise your right to file grievances or appeals related to any dissatisfaction with the mental health treatment services. Translation services are available if needed.

What to Expect

When you reach out to our Consumer & Family Assistance Office, a member of our compassionate staff will contact you within two business days to get more information about your situation. We will also ask you to sign releases so we can speak with your treatment providers. Our staff members can help you complete the forms and guide you through the grievance or appeal process, including support services you may need, such as an interpreter or a TTY/TDD phone line.
Once we have gathered all of your information, we will review your records and talk with your treatment providers. We may need to speak with other individuals who have knowledge of your care and treatment.

Our goal is to resolve all grievances as quickly as possible; sometimes this takes as long as 90 days. Once we have closed your grievance, we will send you a letter explaining the resolution decision. Throughout this process, please feel free to contact us if you have any questions about your case.

You may also file a grievance by writing to:
Alameda County Behavioral Health
Attn: Consumer Assistance
2000 Embarcadero # 400
Oakland, CA 94606

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To Connect with a Specialist

A Consumer Assistance Specialist will walk with you through grievances or appeals you have about mental health treatment services provided by Alameda County Behavioral Health Care Services. To connect with a specialist, call (800) 779-0787.

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