Requests for Reasonable Accommodations Policy

These are requests for reasonable changes to a rule, policy, practice, or service to help a person with a disability-related need. A person’s requested accommodation must be:

(1) Connected to the person’s disability-related needs,

(2) Necessary to afford an equal opportunity to access the services or benefits offered by the program, and

(3) Possible to implement without undue burden or cost

A member has a rare disease and receives medication from TennCare. The member contracts an infection. The medicine needed to treat the infection is on TennCare’s preferred drug list but will not interact safely with the member’s medication for the rare disease. The member requests an exception to receive a different medicine to safely treat the infection that is not on TennCare’s preferred drug list.

A person can request a reasonable accommodation by completing the online reasonable accommodation form. Or a person can email or mail this information to TennCare’s Office of Civil Rights Compliance (“OCRC”):

• Your name, date of birth or TennCare ID number, address, email, and telephone number. You must sign your name. If you are making a request on someone's behalf, also include your name, address, telephone number, and your relationship to that person--example: spouse, lawyer, friend.
• Your request.
• Why and when you need the request.
• Any other important information.

If a person needs help completing the form, TennCare Connect can assist the person for free at 855-259-0701.

• Reasonable Accommodation Form (pdf)

OCRC will contact the person who made the request and gather any information needed to decide if the person’s request should be granted. OCRC may gather information like personal statements, medical records, medical opinions, federal guidance, and review applicable laws. OCRC reviews the information gathered about the request and decides whether the request meets the legal standards.

No. If the request is unreasonable or would result in an undue administrative or financial burden TennCare does not have to grant the specific request. Also, if there is an equivalent alternative (same or equal option) or there is a fundamental alteration of the program, service, or activity, TennCare does not have to grant the specific request. If this happens, OCRC works with the person to offer another option that would meet their need.

Yes, a person has 60 days from the date of a decision letter to ask for a review of the decision. The person must tell OCRC that they want a review of the decision, and the fact-based or law-based mistake that they think OCRC made or evidence that wasn’t reviewed for the request. Just saying that they are unhappy or disagree with the decision is not enough for OCRC to review the decision.

OCRC by email at HCFA.fairtreatment@tn.gov, mail at 310 Great Circle Road Floor 3W, Nashville, TN 37243, OCRC’s website, or calling 615-507-6841 (TRS 711).

Yes. On an annual basis, all TennCare staff receive training on TennCare’s nondiscrimination policies and procedures. New hires receive training as part of their onboarding process. All staff receive a nondiscrimination training handout, which includes information on TennCare’s nondiscrimination policies and procedures. All staff members can contact OCRC for assistance with helping a member or applicant.

Do you need help applying for or renewing your TennCare, requesting auxiliary aids and services, or requesting language services to communicate with TennCare? Call TennCare Connect for free at 855-259-0701.

If you believe that TennCare failed to provide these services, or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance/complaint with TennCare’s OCRC by email at HCFA.fairtreatment@tn.gov, mail at 310 Great Circle Road Floor 3W, Nashville, TN 37243, OCRC’s website, or calling 615-507-6474 (TRS 711). If you need help filing a grievance, call TennCare Connect for free at 855-259-0701.