(from the ODODD e-newsletter Pipeline)
More than 2450 calls were fielded in the first five weeks -- since the Support Center began taking calls on June 25.
The phone number is 1-800-617-6733. The DODD has established a new Support Center to provide improved service to callers. When calling the Support Center, located at the DODD Central Office on the 13th Floor of the James A. Rhodes State Office Tower in Columbus, you will be speaking with DODD staff, instead of receiving a recorded voice mail message.
The Support Center is open Monday – Friday, 8 a.m. to 4 p.m. and is closed on state holidays. (However, you may leave a voice mail if you call after hours. Someone will return your call.)
When you call the Support Center, you will be given a list of five options. Based on the option you select, a knowledgeable staff person will assist you. The options are:

• Option 1: Reporting Abuse or Neglect -- these calls are routed directly to the Major Unusual Incident (MUI) investigation office;
• Option 2: Claims Services and Billing;
• Option 3: Provider Certification;
• Option 4: Security -- system access, passwords resets, etc.;
• Option 5: All other calls -- examples include Pre-Admission Screening and Resident Review (PASRR), prior authorization, legal, Medicaid policy, Director's Office, etc.)

Speaking on behalf of Support Center staff, Assistant Deputy Director for Medicaid Development and Administration Tracy Cloud notes that all calls are welcome and important, including callers with frequently-asked questions from County Board staff, providers, families, guardians, and other state agencies, as well as the general public. The new system has been well received, and according to Cloud, "Sometimes people are very surprised to hear a live voice answering the phone." She adds, "In fact, we've already had one lady who was so surprised to hear a live voice answering the phone that she forgot her reason for calling!"