Who to call for what

Supplies are late, a shift is empty, a service was denied: who usually fixes it, and what to ask for.

Who usually gets it done

When	Call	Ask for
Supplies are late or wrong	The supply company (DME) first, then your care coordinator	The order number, what was sent, and when the right supplies will arrive. Ask the care coordinator to call if it is urgent.
A nursing shift is not covered	The nursing agency, then the Medicaid or health plan case manager	Whether another nurse or agency can cover. Keep a log of every unfilled shift.
Nursing hours were cut	The Medicaid or health plan case manager	The decision in writing, the reason, and the deadline to appeal. Appeal before the deadline on the notice to keep services while you wait.
A service or supply was denied	The health plan or Medicaid, then your doctor's office	The denial in writing. Ask your doctor for a letter of medical necessity, then appeal.
Equipment breaks	The equipment company's 24 hour line	A loaner or same-day repair if the device is life-sustaining. Keep backups for anything you cannot be without.
You need a new specialist or clinic	Your complex care clinic or primary care doctor	A referral, and whether they take your insurance and see children like yours.
You are not sure who is in charge of the plan	Your complex care clinic or medical home	Who your care coordinator is, and how to reach them after hours.
Paying for care is getting hard	Your state's Family-to-Family Health Information Center and Title V program	Help with Medicaid options, coverage whatever the family's income, and programs that pay for care your plan does not.
School needs a health plan	The school nurse, then the special education office	An individualized health plan (IHP), and a 504 plan or IEP if your child needs more.
The power will go out, or has gone out	Your utility's medical priority line, then 911 if a device is about to run out	To be listed as a medical priority customer. Call 911 before batteries run low, not after.
Your child is 14 or older	The complex care clinic and the IEP team	A written plan for moving to adult doctors, and adult Medicaid and SSI at 18.
You need a break	Your state's respite program, Title V program, or waiver case manager	Respite hours, and who is trained to care for your child.
You are worried about your own mental health	988 (call or text), or your own doctor	Someone to talk to. Caring for a child with medical complexity is hard, and help is for you too.

Keep your own list of names and numbers in the emergency information form. This list also comes with your Care Map download.

Last reviewed: November 2026. Programs, rules and phone numbers change. Check with the program named on this page. Report outdated or wrong information.