| MEMBER HANDBOOK | 1 |
| Contact Us | 2 |
| Phone: 520-327-4505 | 2 |
| Fax: 520-202-1889 | 2 |
| www.CODAC.org | 2 |
| Regular Business Hours | 2 |
| Administrative Offices | 2 |
| After-Hours Support | 2 |
| Medical Records Requests | 2 |
| Genoa Pharmacies | 2 |
| Solution Zone for Complaints/Concerns | 2 |
| Table of Contents | 2 |
| CODAC at 380 | 2 |
| CODAC at Cobblestone Court | 2 |
| CODAC at Country Club | 2 |
| SACASA: 520-327-1171 | 2 |
| CODAC at Speedway | 2 |
| Welcome to CODAC! | 3 |
| CODAC is one of Arizona’s oldest and most respected community-based providers of integrated care for your whole health. What began as a grassroots drug abuse prevention and treatment program has grown into a multi-faceted nonprofit, 501(c)(3) organization that provides services across a wide spectrum of health care serving more than 13,000 individuals and families each year. CODAC serves individuals with a range of mental, emotional, behavioral and physical health and wellness needs. We have also been designated the 24/7 Center of Excellence for outpatient substance use treatment in southern Arizona. | 3 |
| We are here to help you meet your whole health goals, including for your mental health, substance use, trauma, primary care and general wellness. Our team of professionals will partner with you to create a personalized plan that supports your recovery, health and well-being. | 3 |
| This handbook will tell you about: | 3 |
| Programs and services available at CODAC, | 3 |
| How you can participate in your treatment, | 3 |
| Your rights and responsibilities, | 3 |
| What to do if you have a crisis, and | 3 |
| How you can make a difference in your health and wellness. | 3 |
| If you have questions about your services at CODAC or need this handbook in another format, please talk with a member of your treatment team. | 3 |
| Our Vision | 3 |
| CODAC envisions a society where everyone lives healthy, productive, caring lives - positively contributing to their communities. | 3 |
| Our Mission | 3 |
| It is the mission of CODAC to provide tools, support and services to individuals, families and communities so they may live with dignity, free from the harmful effects of mental illness, substance use disorders and trauma. | 3 |
| Our Values | 3 |
| Diversity | 3 |
| Integrated Health & Wellness Philosophy | 4 |
| CODAC’s integrated health model is a comprehensive, holistic approach to care and wellbeing that focuses on the whole person and family or family of choice. | 4 |
| Our model is informed by evidence and makes use of best practices through a diverse mix of health and wellness professionals working together for unified care. | 4 |
| We believe it is important to address the full spectrum of physical, emotional, behavioral, social, spiritual, relational and environmental factors that impact wellness. Because wellness is achieved over time, CODAC works with members beyond your short-term needs to help you meet your ongoing health and wellness needs and goals. | 4 |
| CODAC’s integrated care model aims to improve health outcomes and achieve optimal wellness by increasing health literacy through health education, promoting disease prevention and management, and increasing access to care and health equity. | 4 |
| Culturally Competent Care | 4 |
| CODAC is committed to promoting an inclusive health care setting that is person-centered and celebrates individual identities, embraces lived experience and ensures that every voice is heard and respected. | 4 |
| We strive to | 4 |
| Provide services to each member in their primary language. | 4 |
| Seek understanding of an individual’s culture for incorporation in clinical assessment and treatment planning. | 4 |
| Have an understanding of the relationship between culture, spirituality and/or religion, health beliefs and behaviors, recovery and rehabilitation, and health and social policy. | 4 |
| Pay careful attention to the dynamics of difference; continually self-assess regarding culture; and accept and respect the differences among individuals. | 4 |
| Continually expand our knowledge and resources and adapt service delivery to better meet the needs of our diverse clientele. | 4 |
| Additionally, as a provider of integrated health services, CODAC seeks to improve the quality of life of all persons served through a dynamic and diverse environment. We are committed to actively recruiting and retaining staff who reflect the cultural diversity of the communities we serve. | 4 |
| Interpretation | 4 |
| Services & Treatment Programs | 5 |
| Psychiatric Evaluation & Medication Management | 5 |
| A Psychiatric Evaluation can be completed by a Behavioral Health Medical Professional (BHMP) to assess your mental health and make a diagnosis. They may also prescribe medication to assist with symptoms and promote recovery. Follow-up appointments help track your progress or make changes for improvement. | 5 |
| The BHMP may be a psychiatrist, doctor of nursing practice or nurse practitioner who oversees the prescribing of medications for mental and behavioral health conditions. They may also talk with you about whole-health approaches, such as improving sleep, nutrition and other lifestyle factors that can support your mental and physical well-being. | 5 |
| Therapy | 5 |
| CODAC’s compassionate team of therapists can help you work through complex issues, process life experiences and learn healthy behaviors and coping skills. Individual therapy at CODAC is based on a person-centered, solution-focused model. | 5 |
| We also offer a variety of therapy groups across all CODAC sites. Members can participate in groups at any location, as long as it is authorized by your CODAC treatment team and/or insurance. | 5 |
| Case Management | 5 |
| It can be challenging to find all the resources you need to take care of your health. CODAC staff can help connect you with services inside of- and outside of CODAC to meet your individual needs and goals. Case Management is available to members with AHCCCS insurance. Some members may have a specific assigned Behavioral Health Technician, while others have access to a Care Navigation Team for case management needs. | 5 |
| Primary Care | 5 |
| CODAC’s Primary Care team can provide care for your common illnesses and injuries, as well as physical exams, screenings and wellness checkups. We will also help you monitor chronic health conditions such as diabetes, high blood pressure and make referrals to other specialists if necessary. We provide treatment for everything from day-to-day sickness and annual checkups to vaccinations and standard lab work. | 5 |
| Employment | 5 |
| CODAC is here to empower your recovery by helping you develop vital skills to find and keep a job. Your treatment team can connect you with employment supports. | 5 |
| Treatment Programs | 6 |
| Outpatient Care for Mental | 6 |
| & Physical Health Needs | 6 |
| Criminal Justice | 6 |
| Team | 6 |
| Substance Use Treatment | 6 |
| Court Ordered Treatment | 6 |
| Southern Arizona Center | 6 |
| Against Sexual Assault | 6 |
| Trauma Recovery | 6 |
| Center | 6 |
| Adult Transitional Living | 6 |
| Program | 6 |
| What to Expect at CODAC | 7 |
| Assessment | 7 |
| Developing your Individual Service Plan | 7 |
| What to Bring to Your First Appointment | 7 |
| Virtual Visits | 7 |
| Family Involvement | 8 |
| CODAC recognizes the importance of the family, including biological family and the family we choose. When a person has health issues, it often impacts family relationships. CODAC offers education and support to families of CODAC members to help them understand your illness and help you through the recovery process. | 8 |
| Your “family” does not have to be related by blood. When it comes to your health, your family is whomever you consider to be supportive in your daily life. If you want your family members to participate in your service planning and to be a part of your recovery team, just let us know. | 8 |
| Recovery Team | 8 |
| CODAC uses the team approach to provide services and plan your health care. | 8 |
| We call these teams Adult Recovery Teams. An Adult Recovery Team is a group of | 8 |
| people who help you set goals and identify the supports needed to reach those goals. | 8 |
| At a minimum, a team will include you (the member) and your assigned Behavioral Health Technician (if applicable) or primary treatment provider. The size of the team can vary depending on your needs. Other team members may include family, friends, peers, another medical provider or anyone else you feel could assist you with your health and wellness needs. | 8 |
| An important aspect of your treatment is how you communicate with your recovery team. For the recovery team to work, members have to follow guidelines, such as: | 8 |
| Keep each other up to date | 8 |
| Attend Adult Recovery Team meetings | 8 |
| Talk out disagreements | 8 |
| When everyone works together in this way, the recovery team can better support your progress. | 8 |
| Listen to each other | 8 |
| Be considerate of each other’s time | 8 |
| Respect each other | 8 |
| Transportation to Appointments | 8 |
| Members are encouraged to be as independent as possible, and this includes transportation. If you can drive your own vehicle, get a ride, ride the bus, walk or ride a bike to an appointment, you are encouraged to do so. To find out about costs or other information for Tucson’s bus system or Sun Van services call 520-792-9222 or visit Sun Tran’s website at www.SUNTRAN.com. | 8 |
| Some insurances can help coordinate transportation to medical appointments. Call the number on the back of your insurance card. If you have an emergency medical problem in addition to your behavioral health crisis, you should call 911 or go to an Urgent Care or hospital emergency department. | 8 |
| Patient Portal | 8 |
| Using the NextGen HealthCare Patient Portal, you can connect with your CODAC healthcare provider 24/7 in a convenient, safe and secure environment. | 8 |
| Communicate with your CODAC BHMP or PCP | 8 |
| Learn about health care diagnoses | 8 |
| First time Patient Portal users: Call CODAC at | 8 |
| 520-327-4505 to get started. | 8 |
| Access resources to improve your health | 8 |
| Request an appointment | 8 |
| Request prescription refills | 8 |
| Self Care | 9 |
| Housing | 9 |
| Advance Directives | 9 |
| Transitioning Between CODAC Programs | 9 |
| Completing Treatment at CODAC (Discharge Planning) | 9 |
| Prescription Medication | 10 |
| Medication Refills | 10 |
| If medication is part of your treatment plan, your BHMP or PCP will be in charge of prescribing the medications. You will work together on a refill schedule, which will depend on how the medication is working for you as well as prescription rules and regulations regarding frequency of refills. | 10 |
| So that you do not run out of medication before your next refill or appointment, it is important that you | 10 |
| Check your medication supply regularly. Don’t wait until you have only a day or two left. Plan ahead. | 10 |
| Request refills at least 7 days before you run out. This allows time for the pharmacy, insurance company and provider to address any unexpected issues. | 10 |
| Keep all scheduled medication management appointments. Members who miss appointments are at greater risk of running out of medications or experiencing delays in refills. | 10 |
| Contact your pharmacy to check your prescription status. | 10 |
| Notify CODAC immediately if you will run out of medication before your next appointment. | 10 |
| Report lost or stolen medication right away. See below for additional information. | 10 |
| Tell your treatment team if you stop taking medication or are considering stopping. Some medications should not be discontinued suddenly. Your provider can discuss safe options with you. | 10 |
| Ask for help if cost, transportation, forgetfulness, side effects or other barriers are preventing you from getting or taking your medications. | 10 |
| Medication Bridge | 10 |
| If you are in need of an emergency supply of medications to last until your next appointment with a medical provider, you may be able to get your medications “bridged” until your next appointment. You may hear us refer to this as “Med Bridge.” | 10 |
| CODAC’s Medication Bridge policy says: | 10 |
| Members may only have their medications bridged one time without being seen by a medical provider. | 10 |
| CODAC medical personnel may not arrange for medication refills or give injections to a member who has not seen their medical provider for 90 days or more, unless a medical provider provides an order to do so. | 10 |
| Medical personnel will make every effort to facilitate an urgent medical provider visit. | 10 |
| You may need a medical evaluation, lab work or vitals to be completed prior to receiving a Med Bridge. | 10 |
| Reasons a Med Bridge MAY be provided: | 10 |
| You have been out of medication(s) for two to five days. | 10 |
| You will run out of medication(s) before your next scheduled appointment, and have consistently attended your scheduled appointments. | 10 |
| Going Out of Town? | 10 |
| If you are going out of town and will need medication or assistance while you are gone, please speak with your treatment team to make arrangements. | 10 |
| Pharmacy | 11 |
| Genoa Pharmacy | 11 |
| Genoa Pharmacy at CODAC at Cobblestone Court | 11 |
| Genoa Pharmacy at CODAC at Speedway | 11 |
| Medical Records Requests | 11 |
| Support After Business Hours & During a Crisis | 12 |
| What to Do if You’re Experiencing | 12 |
| a Behavioral Health Crisis | 12 |
| Call Pima County’s Community-Wide Crisis Line | 12 |
| 520-622-6000 or 1-800-796-6762 | 12 |
| The Crisis Response Center (CRC) is for people who are experiencing a behavioral health crisis. You can walk in to the CRC, but it is always better to call the Community-Wide Crisis Line first. | 12 |
| The CRC is located at 2802 E. District St., Tucson, AZ 85714 (on the south side of Ajo Way, behind Banner University Medical Center - South Campus). | 12 |
| What is a Behavioral Health Crisis? | 12 |
| A behavioral health crisis refers to severe emotional distress that might be caused by mental illness or substance use. You might feel out of control and/or worried you might hurt/kill yourself or someone else. | 12 |
| Other Crisis Hotlines | 12 |
| Member Responsibilities | 13 |
| Member Rights | 13 |
| (Patient Rights continued) | 14 |
| A member or the member’s legal representative: | 14 |
| Except in an emergency, consents to or refuses treatment; | 14 |
| May refuse or withdraw consent for treatment before treatment is initiated; | 14 |
| Except in an emergency, is informed of alternatives to a proposed psychotropic medication or surgical procedure, including associated risks and possible complications of a proposed psychotropic medication or surgical procedure; | 14 |
| Is informed of the following: | 14 |
| The outpatient treatment center’s policy on health care directives, and | 14 |
| The patient complaint process; | 14 |
| Consents to photographs of the patient before a patient is photographed except when taken upon admission for identification and administrative purposes; and | 14 |
| Except as otherwise permitted by law, provides written consent for the release of information in the member’s: | 14 |
| Medical record, or | 14 |
| Financial records. | 14 |
| A member has the right: | 14 |
| Not to be discriminated against based on race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, marital status, inability to pay for services, payment under Medicare, Medicaid, or CHIP, or diagnosis; | 14 |
| To receive treatment that supports and respects the member’s individuality, choices, strengths, and abilities; | 14 |
| To receive privacy in treatment and care for personal needs; | 14 |
| To review, upon written request, the patient’s own medical record according to A.R.S. §§12‐2293, 12‐2294 and 12‐2294.01; | 14 |
| To receive a referral to another health care institution if the outpatient treatment center is not authorized or not able to provide physical health services or behavioral health services needed by the member; | 14 |
| To participate, or have the member’s representative participate, in the development of, and decisions concerning treatment; | 14 |
| To approve or rescind consent for release of information; | 14 |
| To participate or refuse to participate in research or experimental treatment; | 14 |
| To receive assistance from a family member, representative, or other individual in understanding, protecting, or exercising the member’s rights; and | 14 |
| To file a formal grievance or complaint and to be provided with timeframes associated with investigation and complaint resolution. | 14 |
| 3.) Financial or other exploitation; | 14 |
| 4.) Coercion; | 14 |
| 5.) Manipulation; | 14 |
| 6.) Sexual abuse; | 14 |
| 7.) Sexual assault; | 14 |
| 8.) Seclusion; | 14 |
| 9.) Humiliation; | 14 |
| 10.) Restraint, unless necessary to prevent imminent harm to self or others; | 14 |
| 11.) Retaliation for participation in an internal or external investigation; or | 14 |
| 12.) Misappropriation of personal and private property by CODAC’s personnel, volunteers or | 14 |
| interns; and | 14 |
| Code of Conduct | 15 |
| Confidentiality | 15 |
| Professional Boundaries | 15 |
| Policies | 16 |
| Gifts | 17 |
| Fees & Financial Obligations | 17 |
| Quality Care | 18 |
| Providing Feedback & Expressing Concerns | 18 |
| Outcomes | 18 |
| A wide variety of resources is available at | 19 |
| 211 Arizona (Information & Referral). | 19 |
| Visit www.211arizona.org | 19 |
| Resources | 19 |
| Community Resources | 19 |
| Arizona Poison & Drug Information Center | 19 |
| 1-800-222-1222 | www.azpoison.com | 19 |
| DIRECT Center for Independence | 19 |
| 520-624-6452 | www.directilc.org | 19 |
| Government Resources | 19 |
| 602-417-4000 | www.ahcccs.gov | 19 |
| Arizona Center for Disability Law | 19 |
| 520-327-9547 | www.acdl.com | 19 |
| Social Security Administration | 19 |
| 1-800-772-1213 | www.socialsecurity.gov | 19 |
| Support Groups | 19 |
| Al-Anon Family Groups | 19 |
| www.al-anon.alateen.org | 19 |
| Alcoholics Anonymous | www.AAtucson.org | 19 |
| American Foundation for Suicide Prevention www.afsp.org | 19 |
| AZ Smoker’s Helpline | 19 |
| 520-556-6222 | www.ashline.org | 19 |
| CO-ANON | www.co-anon.org | 19 |
| Co-Dependents Anonymous | www.CODA.org | 19 |
| Narcotics Anonymous | www.natucson.org | 19 |
| Nicotine Anonymous | 19 |
| www.nicotine-anonymous.org | 19 |
| Overeaters Anonymous | www.oa.org | 19 |
| Sex Addicts Anonymous | www.saa-recovery.org | 19 |
| Mental Health Resources | 19 |
| Camp Wellness (RISE) | 19 |
| 520-621-7473 | www.wellness.fcm.arizona.edu | 19 |
| Depression and Bipolar Support Alliance | 19 |
| www.DBSAlliance.org | 19 |
| DKA | 19 |
| 520-790-7677 | www.dkajobs.com | 19 |
| Mental Health Association of AZ (MHAAZ) | 19 |
| 480-994-4407 | www.mhaarizona.org | 19 |
| National Alliance on Mental Illness of So. AZ | 19 |
| 520-622-5582 | www.namisa.org | 19 |
| Our Place Clubhouse (part of Coyote Task Force) | 19 |
| 520-884-5553 | www.ourplaceclubhouse.org | 19 |
| LGBTQIA+ Resources | 19 |
| Petersen HIV Clinic https://hiv.medicine.arizona.edu/ | 19 |
| Southern Arizona AIDS Foundation (SAAF) | 19 |
| www.SAAF.org | 19 |
| Southern Arizona Gender Alliance (SAGA) | 19 |
| www.sagatucson.org | 19 |
| Tucson Interfaith HIV/AIDS Network | 19 |
| www.TIHAN.org | 19 |
| Shelters | 19 |
| Gospel Rescue Mission | 19 |
| 520-740-1501 | www.grmtucson.org | 19 |
| Primavera | 520-623-5111 | www.primavera.org | 19 |
| Salvation Army Hospitality House | 19 |
| 520-795-9671 | www.salvationarmytucson.org | 19 |
| Sister Jose Women’s Shelter | 19 |
| 520-909-3905 | www.srjosewomensshelter.org | 19 |
| 520-327-4505 | www.CODAC.org | 20 |