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If the source of your dissatisfaction is related to a specific agency policy or practice, you may file a formal complaint directly to that agency. If your services are funded through the County Program and the nature of the complaint falls into one of the following categories you may file a complaint and or grievance with the County Program. Your case coordinator can assist you in filing these complaints. County Level Complaints are related to:
If your services are funded through an insurance plan, check your Member’s Manual for the specific procedure used by that company. All insurance companies must have a published complaint and grievance procedure.
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For persons seeking treatment services a complete clinical and financial screening will be conducted followed by a referral to the appropriate Provider and/or funding resource. Trained Case Coordinators are located at three Case Coordination locations, they are:
166 West Main Street
Norristown, PA 19401
Creative Health Services
11 Robinson Street
Pottstown, PA 19464
830 Twining Road, Suite 1
Dresher, PA 19025
A standardized comprehensive clinical screening will be conducted with you to determine:
The funds available through the County Program are reserved for those individuals where no other payment resource is available. By State Regulation the order of payment for services is:
Case Coordinators can assist and direct you on the best method to access these funding sources.
The Montgomery County Drug and Alcohol Program is the local authority responsible for the development and delivery of comprehensive services to residents of Montgomery County affected by substance use and abuse. Programs include Prevention and Education, Intervention and Treatment. Services are financed with Federal, State and County Funds.
By Federal regulations, the County Program is required to provide preference in treatment placement to pregnant women, overdose survivors, and veterans.
Outpatient admissions, in most cases, can be completed within 7 business days. The only exception is for outpatient methadone maintenance where the delay could be as long as a few months. In these cases, a residential Detox and Rehab will be offered in lieu of placement on a waiting list for methadone maintenance services. In all cases, an injection drug user will be placed in service within 120 days of their assessment.
For pregnant women, the standard employed is treatment on demand, thus resulting in immediate placement. In most other cases residential placement can occur within a few days of your request. Pregnant women and women with children may also be referred, as needed, for ancillary services including primary, prenatal and pediatric care, special needs counseling and age-appropriate interventions for their children.
When a slight delay is unavoidable you will be encouraged, as a preventive measure, to seek HIV Counseling and Testing as well as TB Testing and Treatment. These services can be obtained at one of three Montgomery County Office of Public Health sites listed:
NorristownHuman Services Center 1430 DeKalb Pike610-278-5117website information
Pottstown364 King Street610-970-5040 website information
Willow Grove102 Old York Road, Suite 401215-784-5145 website information
In addition, individuals can also secure childhood immunizations at these Montgomery County Office of Public Health sites.
By State and Federal regulation your participation in treatment cannot be revealed to anyone without a signed consent form indicating to whom, and for what purposes specific items of information can be released. Under no other circumstances except a medical emergency where your life may be endangered can information be released without a signed consent by you. Even after consent has been signed you may at anytime revoke the consent verbally or in writing.
In addition to screening and placement, Case Coordination/Recovery Support services are available to persons during treatment and those returning from treatment to the community. Services are designed to provide one to one support, advocacy, and assistance in identifying and accessing community supports and services specific to your needs. Case Coordinators are available at:
Gaudenzia (Norristown) 610-279-4262
Creative Health Services (Pottstown) 610-327-1503
Gaudenzia (Willow Grove/Dresher) 215-433-1634
Any Case Coordination Office listed in this brochure can answer most questions as well as the administrative staff located in the County Drug & Alcohol Office at 610-278-3642.
Persons in Recovery and families can also receive information and support services, obtain assistance and coaching in conducting an intervention, assistance in negotiating with insurance carriers and become involved in advocacy efforts to reduce D&A stigma by calling PROACT at the Montgomery County Information/Advocacy Hotline at 1-800-221-6333.
Pennsylvania Department of Drug and Alcohol Programs
Pennsylvania Department of Public Welfare
Pennsylvania Commission on Crime & Delinquency
Montgomery County Board of Commissioners
The Montgomery County Drug and Alcohol Council (Citizen Board) conducts open meetings, beginning at 12 noon. Meetings are posted in The Times Herald newspaper under the ‘Public Meetings’ section. Persons interested in attending should call 610-278-3642 to confirm meeting dates and location.
Alcoholic Anonymous: 215-923-7900
Ala Anon (Family Members): 1-800-344-2666
Narcotics Anonymous: 610-534-9510
Nar Anon (Family Members): 1-800-477-6291
PROACT Hotline (24-hours): 1-800-221-6333