The National Suicide Prevention Lifeline provides confidential, 24/7 support to all callers.
How to find a behavioral health provider
To find in-network behavioral health providers or facilities, simply go to the Provider Directory, then use the "Specialty or Facility Category" drop-down to select “Mental Health & Substance Use Disorder Providers” or "Mental Health & Substance Use Disorder Facilities."
If you are unable to find an appointment with a provider within 10 business days for nonurgent issues, we will assist in connecting you to community providers to get the care you need. Please contact Customer Service for assistance or call the number on the back of your member ID card.
SAMHSA Helpline: 800-662-HELP (4357), TTY 711
Provides free, confidential, 24/7 treatment referral and information. The helpline is for people dealing with mental illness and substance use disorders, as well as their family members.
Washington 2-1-1: 800-621-4636, TTY 711
Information on health and human services in Washington state, including housing assistance and help with financial needs, available Mon.–Fri., 8:00 a.m.–6:00 p.m.
Washington Recovery Help Line: 866-789-1511, TTY 711
Confidential, anonymous, 24/7 crisis intervention and referral services help line for issues related to alcohol or drug use, or problems related to gambling.
Washington Warm Line: 877-500-9276, TTY 711
Confidential, peer-support help line for people living with emotional and mental health challenges, answered by trained volunteers who have experience living with mental health challenges, available Mon.–Fri., 5:00 p.m.–9:00 p.m. and weekends 12:30 p.m.–9:00 p.m.
Operation: Veteran Support Line: 206-436-3012, TTY 711
Peer support for veterans living with emotional and mental health challenges. Veterans who call may request to speak with a veteran, available Mon.-Fri., 5:00 p.m.–9:00 p.m., and weekends 12:30 p.m.–9:00 p.m.
Oregon Behavioral Health Support Line: 800-923-4357, TTY 711
Immediate, 24/7, no-cost behavioral health screening, counseling services, and referrals to available mental health and substance use disorder recovery providers nearby for ongoing care.
Recovery Now Treatment Access Line: 855-612-5576, TTY 711
A partnership with the Oregon Health Authority, this is a 24/7 line to move towards a more streamlined referral process for Opiate Use Disorder and Substance Use Disorder treatment.
Idaho Division of Behavioral Health Substance Use Disorder Screening line: 800-922-3406, TTY 711
Confidential screening for substance use services Mon.–Fri. 8:00 a.m.–6:00 p.m.
- Boise: Pathways Community Crisis Center of Southwest Idaho: 208-489-8311, TTY 711
- Caldwell: Western Idaho Community Crisis Center: 208-402-1044, TTY 711
- Coeur d'Alene: Northern Idaho Crisis Center: 208-625-4884, TTY 711
- Idaho Falls: Behavioral Health Crisis Center of East Idaho: 208-522-0727, TTY 711
- Pocatello: Southeast Idaho Behavioral Health Crisis Center: 208-909-5177, TTY 711
- Twin Falls: Crisis Center of South Central Idaho: 866-737-1128, TTY 711
Montana Crisis Text Line: Text MT to 741741
Other suggested services, available nationwide
National Alliance on Mental Illness
The nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness.
National Institute of Mental Health
The lead federal agency for research on mental disorders. A source for mental health research and resources.
National Institute on Drug Abuse
The lead federal agency supporting scientific research on drug use and its consequences.
Providing you with the best possible service is important to us. We understand that you may have questions or concerns about your benefits, eligibility, the quality of care you receive, or how we reached a claim determination or handled a claim. We aim to answer your questions promptly with clear, accurate answers.
If you have a question, concern, or complaint, please contact our Customer Service department. Many times our Customer Service staff can answer your question or resolve an issue to your satisfaction right away.
Customer Service staff is available 7:00 a.m. to 5:00 p.m., Monday through Friday:
If we are not able to resolve the issue, you may file a formal grievance or appeal in one of three ways. (See our Appeal Form PDF):
- Write to PacificSource, Attn: Grievance Review, PO Box 7068, Springfield, OR 97475-0068;
- Email email@example.com, with "Grievance" as the subject; or
- Fax your message to 541-225-3628.
How to file a complaint with the Office of the Insurance Commissioner
You may file a complaint and review complaint history with your State Insurance Commissioner’s office by going to the following links:
- Oregon: DFR.Oregon.gov/help/complaints-licenses/Pages/file-complaint.aspx
- Idaho: DOI.Idaho.gov/consumer/complaint
- Montana: CSIMT.gov/insurance/complaints/
- Washington: Insurance.WA.gov/file-complaint-or-check-your-complaint-status, 800-562-6900
More detailed information about our grievance and appeals process is provided in your member handbook or policy.