As wildfires continue to impact Public Agencies in southern California, PRISM and our Carrier Partners want to make sure our Member entities and any displaced employees know how to obtain support and assistance with their employee benefit needs during displacement or crisis. While the information below comes from the carriers who partner with the PRISMHealth and Employee Benefits programs, it applies to all subscribers of these carriers, regardless of their participation in the PRISM specific Employee Benefit programs.

For guidance, please contact your Alliant Service Team or a member of the PRISM Employee Benefits Staff—we are all here to assist in any way possible.

Anthem

  • Members who need immediate, but non-emergency, assistance should call the customer service phone number on their Anthem card or (833) 285-4030.
  • Care can be received from any doctor or hospital, even if they are not in the plan’s network. Anthem will cover the claim as if the provider were in network.
  • Members can receive up to a 30-day emergency refill at any pharmacy, even if the pharmacy is out-of-network.  Members that use Anthem’s home delivery pharmacy should call the number above and representatives can make sure medicines are sent to the right place.
  • Anthem has relaxed time limits for prior authorization, pre-certification and referral requirements, and are extended filing deadlines for claims.
  • Free access to Anthem’s LiveHealth Online virtual care resources is available for anyone living in the impacted area. The free visit offer will be available through the end of the state of emergency.

Members enrolled in Anthem EAP continue to have 24/7 access to support, resources, counseling and information including:

  • Telephonic support and counseling referrals with access to a local counselor if meeting with someone in person is recommended.
  • Locating hotels or apartments, new child care arrangements, and emergency shelters for employees and/or their pets.
  • A library of grief, loss and coping articles, as well as self-help tools.
  • California wildfires updates and important resource information on the website

Services are accessed by calling Anthem EAP at (833) 954-1067, or logging into the website at Anthemeap.com and using code “PRISM”.

Blue Shield of California

  • Members who have been displaced may seek care through an out-of-network provider at in-network benefit levels and may also replace medical equipment and supplies if needed.
  • Members needing immediate, but non-emergency, assistance should call the customer service phone number, (888) 559-2650.
  • Virtual care options are available and may differ slightly depending on the member’s plan. Some of these telehealth options include Teladoc™, LifeReferrals 24/7SM, and NurseHelp 24/7. Members should log in at blueshieldca.com to view their plan options.
  • Members needing mental health benefits/resources (such as counseling):
    • HMO members can access via Blue Shield’s mental health service administrator (MHSA).
      • Hotline (800) 327-7451 (TTY: 711), 24 hours a day, seven days a week.
    • EPO/PPO/HDHP members can access by calling the phone number on their Blue Shield member ID card.
  • Members who are enrolled in a care and disease management program, and need to evacuate, should contact their case manager or call the number on their Blue Shield member ID card to ensure care isn’t interrupted.
  • Members who may have lost or misplaced their identification card can print a new card on our website at blueshieldca.com. Alternatively, members can use the Blue Shield of California mobile app to access their ID card on their mobile device.

Express Scripts (ESI)

  • Members requiring assistance can contact ESI at (800) 282-2881.
  • ESI will replace lost or damaged home delivery prescriptions. Members are not charged a copay or shipping costs for the replacement prescription upon confirmation by Express Scripts the order was lost or damaged.
  • ESI home delivery pharmacy orders can be shipped to a temporary alternate address. Members who desire to have their prescription redirected are instructed to call the patient care contact center (the telephone number on the back of their member identification card) and request their order be mailed to a temporary address. This applies to new orders, refills of existing prescriptions on file with Express Scripts and, in some instances, orders already placed.
  • If a member is unable to receive their order by mail, prescriptions can be transferred to a retail pharmacy for dispensing. The retail pharmacy can contact the ESI Pharmacy Help Desk phone number on the back of the member/patient’s respective ID card.
  • ESI will continue to make doctor calls and drug utilization review (DUR) calls and every effort is made to complete those calls. Orders will not be cancelled and returned unfilled to the member. The home delivery pharmacies hold these orders in-house until the member/prescriber has been reached.

Kaiser

  • Members having difficulty accessing Kaiser Permanente facilities for care appointments can contact the appointment call center, and Kaiser will make arrangements for them to see a non-Kaiser Permanente provider at their in-network benefit.
    • Southern California: (833) 574-2273 (Advice 24/7, Appointments during local business hours)
  • Members needing a prescription or refill can go to any open Kaiser Permanente pharmacy. If members need non-urgent prescriptions mailed, they can be ordered online on refill page or call the pharmacy department. Please note, it may take 3-5 days to deliver prescriptions via mail.
    • The pharmacy network has temporarily been expanded to include non-Kaiser Permanente pharmacies, and early refill restrictions for Southern California Commercial, Medicare, and Self-Funded members have been lifted.
    • If other prescription assistance is needed, members can call the Kaiser Permanente Pharmacy Call Center at: (866) 206-2983 (M-F 7am-7pm)
  • To replace an ID card, or for other Kaiser Permanente questions and concerns, members can call the main Member Services line at:
    • English – (800) 464-4000
    • Spanish – (800)788-0616
    • Chinese dialects (800) 757-7585
    • TTY – 711
  • Kaiser behavioral health clinicians are available to help members handle depression, anxiety, and any other emotional issues related to this situation. For assistance, members should contact their local Kaiser behavioral health department.
  • Kaiser Permanente will make every effort to keep facilities open to care for members during these difficult times. Information about access to Kaiser facilities is always available on kp.org.  At this time, the following facilities are closed:
    • Santa Monica
    • Thousand Oaks Hillcrest Medical 
    • Sylmar Medical Offices
    • Pasadena Medical Offices
    • Pasadena Vision Essentials
    • Thousand Oaks Hillcrest Drive Medical Offices
    • Addiction Medicine at West Covina Behavioral Health Office
    • Camarillo Medical Offices
    • Target Clinic Burbank
    • Target Clinic Eagle Rock
    • Target Clinic Santa Clarita

A dedicated page has been established and is updated frequently:

https://healthy.kaiserpermanente.org/southern-california/alerts/southern-california-fires

Additional resources: 

Dealing With Emergencies | Kaiser Permanente

Disasters and Other Public Health Threats | Kaiser Permanente

Learning About Getting Help With Food | Kaiser Permanente

9 must-haves for your emergency kit | Kaiser Permanente

Learning About Getting Help With Housing | Kaiser Permanente

Teledoc Health

  • Teledoc Health has activated its disaster hotline and is offering free General Medical support to California residents in Imperial, Kern, Los Angeles, Orange, Riverside, San Bernardino, Santa Barbara and Ventura counties who might be affected by the current wildfires.
  • Teladoc Health Disaster Relief
  • Teladoc will begin to deploy emails with information to currently registered Teladoc Health members in affected areas.

Ameritas Dental

  • Members should visit ameritas.com and sign into their secure member account or download the Ameritas Benefits app available for iOS and Android. Log in is the same user ID and password used for their secure member account.
    • They can use the chat feature located in the secure member account to ask questions about plan benefits or question about providers. 
  • Additionally, members can call the customer connections team for questions about claims, benefits available, and provider network questions:
    • group@ameritas.com (800) 487-5553 Monday - Thursday, 5 a.m. – 10 p.m., Friday, 5 a.m. - 4:30 p.m. (CST)

Members unable to utilize their provider due to wildfire issues can:

  • Visit ameritas.com and select Find a Health Provider to find a new network dentist. 
  • Members can see any licensed dental provider.  Out-of-Network Claims are adjudicated like In-Network Claims. Ameritas does not require employees/members to pay their out-of-network expenses and then get reimbursed. 
  • Pretreatment approvals are never required, but pretreatment estimates are available as an optional way for a member to find out how a claim would be handled.

Delta Dental

  • Members with special situations, or with extenuating circumstances resulting from the wildfires, may call their Delta Dental customer service center for assistance: (888) 335-8227. Members should also contact customer service if there is no dentist in their area due to this emergency. The online customer service form can be found on the Delta Dental website: https://www.deltadentalins.com.
  • Delta Dental is working to maintain the timely payment of claims and offer assistance in obtaining dental records if needed.
  • Delta Dental is ensuring members do not owe unreasonable costs at an out-of-network dentist and also to reimburse out-of-network claims for Medicare and Medicaid enrollees.

EyeMed

  • EyeMed customer service department can be reached at (866) 939-3633.  When a catastrophic event occurs, a dedicated emergency toll-free line will be assigned for employees to call where a trained representative will guide them through next steps.
  • Employees impacted by natural disasters receive priority service through EyeMed Cares, which provides the following at no cost:
  • Employees in affected areas who are not EyeMed members, and need financial assistance to obtain eyewear, can contact OneSight for local support.

VSP

  • Any VSP member who has lost or broken their eyewear due to the recent fires can call Member Services Support Line at (800) 877-7195 to have their VSP benefits reinstated regardless of eligibility.
  • Individuals without VSP coverage can contact their local American Red Cross chapter and request a VSP Global Eyes of Hope gift certificate.
  • Members can also visit: https://www.vsp.com/natural-disaster-resources

Concern

  • Concern EAP services for employees include counseling sessions (face-to-face, telephonic, web-video, chat, and text), Services are available 24/7 via phone at (800) 344-4222 or on the web at login.concernhealth.com using the employer’s company code (as documented on their benefit summary).
  • Employees in need of immediate support can call (800) 344-4222 to speak with a mental health professional available 24/7.
  • Comprehensive childcare and elder care assistance provided by vetted professionals to support employees and their families.
  • Assistance with daily living services to help streamline everyday life and increase overall wellbeing.
  • Access to a network of attorneys across the U.S. to address legal needs.
  • Explore Concern’s digital platform at login.concernhealth.com for a comprehensive library of articles and resources on stress, anxiety, grief, as well as various self-help tools.

Southern California Wildfires 2025 and Steps to Take after Disaster - Southern California Wildfires

Resources available through PRISM Life and Disability Programs

PRISM’s life and disability carriers offer additional EAP services which provide 24/7 confidential emotional support with access to counselors, work-life solutions, legal guidance, and financial resources. 

  • Lincoln Financial Group – EmployeeConnect
    • Visit GuidanceResources.com or download the GuidanceNow mobile app
      • User name LFGSupport and password LFGSupport1
    • Call (888) 628-4824

Lincoln Financial Employee Connect Services

  • Voya (participants in PRISM Voya program only) – ComPsych® GuidanceResources® offers someone to talk to and resources to consult whenever and wherever you need them.
    • Visit GuidanceResources.com or download the GuidanceNow app
      • web ID MY5848i
        • Use first 5 characters of your employer (ie: City_ use space bar as appropriate) then select your employer name from drop down.
        • You will then be directed to create a Username and Password for a personalized and confidential experience.
    • Log on to connect directly with a GuidanceConsultantSM about your event or to consult other helpful tools and resources.  
    • Call (877) 533-2363
      • Group name PRISM and group number 316407

ComPsych® GuidanceResources® flyer

Additional Resources

Additional general resources are available to all Californians needing information and/or assistance during these uncertain times:

  • Wildfire Preparedness and Recovery

https://www.usfa.fema.gov/downloads/pdf/publications/fa_46.pdf

https://www.osha.gov/dts/wildfires/response.html

https://www.ready.gov/wildfires

https://www.ready.gov/home-fires

https://www.redcross.org/get-help/how-to-prepare-for-emergencies/types-of-emergencies/wildfire.html

https://www.redcross.org/get-help/how-to-prepare-for-emergencies/types-of-emergencies/fire.html

https://www.nctsn.org/what-is-child-trauma/trauma-types/disasters/wildfire-resources

  • Los Angeles County Sheriff's Department

https://lasd.org

https://www.facebook.com/LosAngelesCountySheriffsDepartment

https://x.com/LASDHQ

  • Los Angeles Fire Department

https://lafd.org

https://www.facebook.com/LosAngelesFireDepartment

https://x.com/lafd

  • San Bernardino County Sheriff’s Department

https://wp.sbcounty.gov/sheriff

https://www.facebook.com/sbcountysheriff

https://x.com/sbcountysheriff

  • San Bernardino County Fire Protection District

https://sbcfire.org

https://www.facebook.com/SanBernardinoCountyFire

https://x.com/SBCOUNTYFIRE

  • Ventura County Sheriff’s Office

https://www.venturasheriff.org

https://www.facebook.com/VenturaCountySheriff

https://x.com/VENTURASHERIFF

  • Ventura County Fire Department

https://vcfd.org

https://www.facebook.com/venturacountyfire

https://x.com/vcfd

  • Orange County Sheriff’s Department

https://www.ocsheriff.gov

https://www.facebook.com/OCSheriff/

https://x.com/OCSheriff

  • Orange County Fire Authority

https://ocfa.org

https://www.facebook.com/OCFireAuthority

https://x.com/OCFireAuthority

  • California Governor’s Office of Emergency Services

https://www.caloes.ca.gov

https://www.facebook.com/CaliforniaOES

https://x.com/cal_oes

  • Cal Fire

https://www.fire.ca.gov/incidents/2025/1/7/eaton-fire

https://www.fire.ca.gov/incidents/2025/1/7/hurst-fire

https://www.fire.ca.gov/incidents/2025/1/8/woodley-fire

https://www.fire.ca.gov/incidents/2025/1/7/palisades-fire

  • Fire Information – InciWeb

https://inciweb.wildfire.gov/incident-information/caanf-eaton-fire

https://inciweb.wildfire.gov/incident-information/caanf-hurst-fire

  • U.S. Air Quality Index

https://www.airnow.gov/state/?name=california

  • California Power Outages Map

https://poweroutage.us/area/state/california

  • Road Closures

For information about road closures, you may dial 511 or obtain information online at https://roads.dot.ca.gov.

  • Local American Red Cross Locator

https://www.redcross.org/find-your-local-chapter.html

American Red Cross Smartphone Apps

These apps offer updates on current emergencies and provide information on safety during a disaster.

https://www.redcross.org/get-help/how-to-prepare-for-emergencies/mobile-apps.html

  • 2-1-1 is an easy-to-remember phone number that connects callers to information and services in times of need. It is available 24 hours a day, seven days a week, even during disasters. Please call if you are seeking resources such as clothing, food, or programs for your family.

2-1-1 LA County

https://211la.org

Inland SoCal 211+ San Bernardino

https://inlandsocaluw.org/211

2-1-1 Orange County

https://www.211oc.org

2-1-1 Ventura

https://211ventura.org

  • Food Banks

Los Angeles Regional Food Bank

https://www.lafoodbank.org/fire

Community Action Partnership of San Bernardino County Food Bank

https://www.capsbc.org/food-bank

Food Share of Ventura County

https://foodshare.com

Second Harvest Food Bank of Orange County

https://feedoc.org

  • Federal Emergency Management Agency (FEMA)

500 C Street Southwest

Washington, DC 20472

800-621-FEMA

https://www.fema.gov

If a disaster is declared in your area, please call to apply for assistance or visit https://www.disasterassistance.gov.

FEMA Text Message Program

To locate an open emergency shelter, text SHELTER and a zip code to 43362 (4FEMA).

To locate an open Disaster Recovery Center, text DRC and a zip code to 43362 (4FEMA).

Please note that standard message and data rates apply.

  • California Work Opportunity and Responsibility to Kids (CalWORKs)

https://www.cdss.ca.gov/calworks

  • Local Salvation Army Locator

https://www.salvationarmyusa.org

  • VRBO

VRBO may offer reduced rates for housing in times of disaster.

https://www.vrbo.com

  • American Red Cross Shelter Locator

https://www.redcross.org/get-help/disaster-relief-and-recovery-services/find-an-open-shelter.html

  • Current Open Shelters as of 1/9/2025:

Westwood Recreation Center

1350 South Sepulveda Boulevard

Los Angeles, CA 90025

 

El Camino Real Charter High School (Small animals allowed)

5440 Valley Circle Boulevard

Woodland Hills, CA 91367

 

Ritchie Valens Recreation Center

10736 Laurel Canyon Boulevard

Pacoima, CA 91331

 

Pan Pacific Recreation Center

7600 Beverly Boulevard

Los Angeles, CA 90036

 

Glendale Civic Center

613 East Broadway

Glendale, CA 91206

 

Pasadena Civic Auditorium

300 East Green Street

Pasadena, CA 91101

 

Pomona Fairplex (Gate 3)

601 West McKinley Avenue

Pomona, CA 91768

  • Current Open Animal Shelters as of 1/9/2025:

Downey Animal Care Center

11258 Garfield Avenue

Downey, CA 90242

 

Lancaster Animal Care Center

5210 West Avenue I

Lancaster, CA 93536

 

Palmdale Animal Care Center

38550 Sierra Highway

Palmdale, CA 93550

 

Agoura Animal Care Center

29525 Agoura Road

Agoura Hills, CA 92301

 

Baldwin Park Animal Care Center

4275 Elton Street

Baldwin Park, CA 91706

 

Carson Animal Care Center

216 West Victoria Street

Gardena, CA 90248

 

Pomona Fairplex (Large animals)

1101 West McKinley Avenue

Pomona, CA 91768

 

Pomona Hills Expo (Large animals)

16200 Temple Avenue

City of Industry, CA 91744

 

LA Equestrian (Large animals)

480 Riverside Drive

Burbank, CA 91506

 

Castaic Animal Care Center (Large animals)

31044 Charlie Canyon Road

Castaic, CA 91384