Message for Individuals and Families on Tailored Care Management

Dear Friends and Families of The Arc of North Carolina,

It has been a long and difficult path as North Carolina Medicaid moves into the Tailored Care Management system of delivery. Throughout the transition, it has been made more difficult due to constant changes in the plan, and unexpected problems. We at The Arc of North Carolina share your frustration and concern.

While these issues are outside of The Arc’s control, we are working with North Carolina Medicaid and the local management entities/managed care organizations (LME-MCO)/Tailored Plans (Alliance, Eastpointe, Partners, Sandhills, Trillium and Vaya), to help resolve these issues. Some issues may take longer than others to resolve, but fast or slow, or if they are not resolvable at all, The Arc and our team of dedicated staff are here with you every step of the way.

If you have concerns or questions, we will answer them if we can, and we will go back to the sources for answers if we cannot. We will help guide you through the process to the best of our ability, and we will be there to support you.

For some who have been receiving Community Navigator or Community Guide services, the “soft-launch” change from December 1, 2022 to April 1, 2023, has added additional concern. If you have been receiving those services and were informed that those services were ending on December 1, 2022, the timeline for those services has been extended to April 1, 2023. Between today and April 1, 2023, if you have accepted Tailored Care Management, everything you have been receiving through Community Navigator or Community Guide, will be covered by Tailored Care Management. Ask our staff from The Arc of North Carolina how this works and what Tailored Care Management can do for you.

In the meantime, please know that we are working on your behalf to ensure that Tailored Care Management meets our expectations and serves the needs of everyone enrolled as effectively as possible. We will do our best to keep individuals, families, and staff informed as Tailored Care Management moves ahead. Please feel free to contact us with any of your questions or concerns.


John Nash, Executive Director
The Arc of North Carolina