Customer Service

For The People We Serve

Pivotal Customer Service Representatives are available to talk about service concerns and assist with linkage to other services and community resources. Care is provided if you are not happy with your services, you need help with service choices or changing providers, assist with additional information, and/or help you in location information about local providers who can provide additional help.

Contact a Pivotal Customer Service Representative at 269-467-1940 or a Southwest Michigan Behavioral Health Customer Service Representative at 1-800-890-3712 or 711 (Michigan Relay Center).

Grievance or Appeal

What if I do not agree with Pivotal’s decision about my need for services?

We will notify you if we decide to deny your request for services or reduce, suspend or terminate the services you already receive. You have the right to file an appeal and/or request a state fair hearing when you do not agree with such a decision (state fair hearings are only available if you are covered by Medicaid). To file an appeal, please call Customer Services at 269-467-1940.

What if I am not happy with the way my services were provided or the way I was treated?

If you are ever unhappy with the way your services are provided or how you are treated, we need to know. We strive to create an exceptional network of providers, so you can get the best, most effective treatment possible. Please tell us about any disappointing experiences you have within the community mental health system. To file a grievance, please call Customer Services at 269-467-1940.

What happens if I feel my rights have been violated?

You, as a recipient of community mental health services, have the right to:

• Be free from abuse and neglect.
• Be treated with dignity and respect.
• Have your confidentiality upheld.

If you feel any of your rights have been violated, please call the 269-467-1907.