Customer Service

 

Customer Satisfaction Survey

OnPoint values your opinion. Please complete a Customer Satisfaction Survey will be conducted electronically through the link listed below or contact OnPoint Customer Services (see contact information below) for a paper version. Thank you for your time!

Survey link: https://survey.lsre.org/survey/ALGN/46026bde-eac7-4efa-be60-3c65be91ec19

Customer Service Representatives

Customer Service is available to talk about service concerns and assist with linkage to other services and community resources throughout Allegan County.

Phone: 1-877-608-3568 or 269-686-5124 (TTY 269-686-5313)
Email: customerservices@onpointallegan.org
Lakeshore Regional Entity Customer Services Phone Number: 1-800-897-3301 (www.lsre.org)

OnPoint Hours of Operation
Monday-Friday, 8:00am - 5:00pm (and to 7:00 pm on Thursdays)
(closed on Holidays)

Grievance or Appeal

Are you having a problem with planning or getting your services? We have a Grievance and Appeals and Second Opinion process for you to use if you are unhappy. You have the right to complain...

  • If you were turned-down for services when you applied
  • If you were turned-down when you wanted to go to the hospital
  • If you are not happy with the goals and objectives in your Person-Centered Plan
  • If current OnPoint services are being put on hold, lowered, limited, or cancelled
  • If you do not like your Family Support Subsidy Determination
  • If you are not happy about your OBRA Determination

Please contact Customer Service above to assist you in filing a grievance or appeal claim. (Spanish Grievance or Appeal)

Helpful Resources

  • Please call the National Suicide Prevention lifeline at 988 or 1-800-273-8255 for emotional support.  You don’t need to be feeling suicidal to call.
  • Please call the Michigan COVID-19 Hotline 1-888-535-6136, option 8 for a Michigan Staywell Counselor to receive free, confidential emotional support related to COVID-19.
  • For online mental health resources, please visit https://www.michigan.gov/coronavirus/0,9753,7-406-98178_99557---,00.html
  • Please call the MDHHS Abuse and Neglect line if you suspect abuse or neglect, call 855-444-3911 any time day or night. This toll-free phone number allows you to report abuse or neglect of any child or adult.
  • If you suspect or are aware of the abuse, neglect or exploitation of a recipient of public mental health services in Michigan please call MDHHS-Office of Recipient Rights Hotline: 1-800-854-9090.
  • 211 Informational Line: The 211 service is a free, confidential information and referral service that connects people to essential health and human services 24 hours a day, seven days a week online and over the phone.

 

 

Key Documents

To learn more, please download our available resources (PDF's).