DSS Customer Connection

Customer Connection is the main call center for the Mecklenburg County Department of Social Services. You can reach us by telephone 704-336-3000. Speaking to an agent directly is the best way to meet your needs. Agents are available Monday - Friday, 8 a.m. - 5 p.m.

If you are unable to reach a Customer Connection agent by telephone, we may be able to help you via one of the online request forms (choose a topic below to see if a online form is available). To avoid duplication of efforts, if you have already spoken with someone by phone, please do not submit an online request.

Protective Services

Child Protective Services 980-31-HELPS (43577)
Adult Protective Services 704-336-CARE (2273)

Applications

Food & Nutrition Services
Program provides assistance to households with limited income for the purchase of food. Apply by visiting epass.nc.gov. Printed applications can be brought into the local DSS office or mailed/faxed (704-353-1325) to the office.
Simplified Nutritional Assistance Program (SNAP)
Program identifies & provides Food and Nutrition Services to North Carolina residents who meet certain criteria such as individuals age 65 or older who receive Supplemental Security Income. Apply by visiting epass.nc.gov. Printed applications can be brought into the local DSS office or mailed/faxed (704-353-1325) to the office.
Medicaid
Medicaid is a health insurance program for low-income individuals and families who cannot afford health care costs. Medicaid serves low-income parents, children, seniors, and people with disabilities. Medicaid is a little different, depending on who you are and your situation:
- You may apply for Medicaid for the Aged, Blind or Disabled or Medicaid for Infants, Children, and Families (includes Health Choice) by visiting epass.nc.gov. Printed applications can be brought in or mailed to the local DSS office. Per Medicaid policy, DSS is unable to accept Medicaid applications by fax.
Work First
North Carolina's Temporary Assistance for Needy Families (TANF) program, called Work First, offers short-term training and other services to help parents become employed and self-sufficient. Most families have two years to move off Work First Family Assistance. All adults who are included in the assistance payment must have a Mutual Responsibility Plan of Action agreement that requires the individuals to work or participate in work-related activities. These adults must complete all of the requirements on their agreement each month before receiving Work First cash assistance.

You can only apply in person for Work First. Completing the Work First Workbook before you come into apply might be helpful, but is not required.
General notes about applications:
- DSS cannot accept Medicaid applications that have been received by fax or email.
- Work First applications are only available in person.
You may check your potential eligibility for the following programs online at ePASS.nc.gov:
- Food and Nutrition Services (formerly Food Stamps)
- Emergency Assistance
- Medicaid & North Carolina Health Choice
- Work First Cash Assistance
- Crisis Intervention Program (CIP)
- Simplified Nutritional Assistance Program (SNAP)

North Carolina’s Medicaid offers managed care which provides you with a medical home and a primary care provider (PCP) who will coordinate your medical care. In Mecklenburg County managed care is called Carolina Access. You can choose a medical home with a primary doctor. A medical home can be chosen for each family member. If you do not choose a medical home, you will be automatically assigned to one. Call Community Care Partners of Greater Mecklenburg at 704-512-5555 for advice on provider selection.

Once you know which provider you want, you may contact Customer Connection (704-336-3000) or go to the Primary Care Provider Form to select or change your provider. When making your request, please have the following information ready: provider's name and address. The Mecklenburg County Department of Social Services can only honor requests if the case is actively receiving Medicaid in Mecklenburg County.

As a Medicaid managed care member, you are eligible for all the services that Medicaid covers. Being a member also has the following advantages:

You can call your primary doctor day or night for medical advice. Check your Medicaid ID card for your doctor’s daytime and after-hours phone numbers.
You may have a care manager who can help you understand and manage your health care. A care manager can show you how to stay healthy. Ask your doctor for more information about obtaining a care manager and how a care manager can help you.
You receive regular sick care and well care at your medical home. These services include:
- Yearly physical check-ups
- Immunizations
- Pap smears
- Prescriptions for medicines when necessary
Your primary doctor will make referrals to other doctors if you need special care not provided in your primary doctor’s office. Examples of special services may be mammograms or other tests needed to diagnosis a health problem.
Your request will be processed within 5 business days of the request. If you are requesting a change in providers, and your change is processed prior to the 25 of the month, you will be considered as a patient of the new provider the very next month and will receive a new Medicaid card that month with the name of the new provider listed on the card. If your change is processed after the 25th of the month, you will not be considered as a patient of that new provider until the 2nd month after the change is processed. You will receive a new Medicaid card with the name of the new provider on the 2nd month after the change is processed.

DSS Customer Connection

Select a topic:

Other Requests:

DSS Customer Connection

Select a topic:

1. Request information about a Social Services program (descriptions, eligibility, etc.)

2. Check potential eligibility online

3. Request an application for benefits

4. Verify that DSS has received the documents I dropped off or mailed

5. Check the status of an application/recertification for benefits

6. Report a change in situation (income, address, etc.)

7. Request a duplicate Medicaid card

8. Select or change your Medicaid Managed Care Provider

9. Report potential welfare fraud

10. Request a case closure or removal of a case

11. Request child support information

12. Request child welfare records

13. Request information about adoption/foster care

14. Report abuse, neglect or exploitation of a child or adult

15. Request information about community services

16. Request information about Social Security or Medicare

17. Medicaid Bus Pass Reservation

18. Subscriptions for Chemotherapy and/or Dialysis

19. Veterans Services Transportation

Other Requests:

​​1.DSS Employees outside of Mecklenburg County or DHHS Employees

2. Client Benefit Verification Requests (CMVR) for More than 20+ Clients

3. Client Benefit Verification Request (CMVR) for LESS than 20 Clients