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Waiting on something? Here is what to do
This page is for clients and families who already reached out. Find where you are in the process, see what is normal, and learn how to speed things up. Or just call us: (805) 951-1121.
Where are you in the process?
Find your stage. Each one shows what is normal, and what you can do. Waiting is hard. You do not have to wait quietly.
I just reached out
What is normal: we answer within 1 business day to confirm your details and set up your free home visit. (What happens at the visit?)
What you can do: watch for our call. If a full business day passes with no word, call us at (805) 951-1121. Something may have gone to spam.
I had my home visit, now I'm waiting
What is normal: right after the visit, we send the authorizationAn authorization is the health plan's written OK to start services. request to your Medi-Cal health plan. The plan usually answers in 3 to 7 business days. Urgent cases: 24 to 72 hours.
What you can do: if it has been a couple of days and you need services, tell us. Say "I need services now." We pass that to your health plan and ask them to move faster. Also answer calls from numbers you do not know. It may be the plan calling you.
The plan said yes
What is normal: we confirm your schedule within 1 business day of approval. You meet your caregiver before the first visit.
What you can do: tell us your best days and times, and anything your caregiver should know, like language or a pet at home.
It is taking longer than expected
What you can do: call or email us and say you still need services. We follow up with your plan and tell you what we hear. You can also call the plan yourself: Member Services 1-888-301-1228 (TTY 711) or the plan's CalAIM line 1-805-437-5911.
The health plan decides who qualifies and how many hours. We cannot promise approval, but we can keep asking.
5 ways to speed things up
- Tell us it is urgent. Leaving the hospital, or not safe alone? Urgent requests get a faster review.
- Say "I need services now." We communicate that to your Medi-Cal health plan.
- Answer unknown numbers. The plan may call to ask you questions. A missed call can add days.
- Have your Medi-Cal card ready. Send any papers we ask for quickly.
- Keep your contact info current with us and with your plan.
Who to call
Us, for anything
Call (805) 951-1121, Monday to Friday, 9 AM to 5:30 PM. English and Spanish.
Email: support@caregiving.divineagape.org
Your Medi-Cal health plan
Member Services: 1-888-301-1228 (TTY 711)
CalAIM line: 1-805-437-5911
An emergency
If someone is hurt, in danger, or has a medical emergency, call 911 first. Then let us know.
More answers: Resources & FAQ · How CalAIM works · IHSS help
Still stuck? Talk to a real person
Tell us what you are waiting on. We will find out where it stands.