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1. How do I report fraud?

If you suspect fraudulent activity involving Medicaid Providers (doctors, pharmacies, etc.,), you should contact the Program Integrity Section of the North Carolina Division of Medical Assistance. You can reach the Program Integrity Section toll-free by calling the CARE-LINE at 800-662-7030 and asking for the DMA Program Integrity Section.

To report fraudulent activity involving grocers, you should contact the United States Department of Agriculture (USDA) at 910-790-2929.

To report recipient fraud in any program, contact the Department of Social Services in which the recipient lives. For New Hanover County Department of Social Services, call 910-798-3500.

2. I moved to New Hanover County from another part of the State, how do I get my benefits transferred?

Contact the New Hanover County Department of Social Services at 910-798-3500.

3. Can I get Social Security and Medicare from Social Services?

Social Security and Medicare are both administered by the Social Security Administration located at 1528 S 16th Street. Social Services administers the Medicaid program.

4. How can I get help with collecting my child support?

Child Support Enforcement services are available to anyone who has custody of a minor dependent child regardless of income. Child Support Enforcement can help in location of absent parents, establishment of paternity for children born outside of marriage, establishment of support obligations, collection and distribution of support, and enforcement of support obligations. In New Hanover County, child support is contracted to Young Williams. The office is located at 3309 Jaeckle Drive in Wilmington.

Call 910-343-3355 for an appointment.

5. If my teenager wants to get a job, what do I have to do?

Go to the NC Labor website and follow the instructions for completing a Youth Work Permit.

6. Can I get help with transportation to and from work or Medical appointments?

If you are receiving Medicaid and you need assistance getting to medical treatment, call the Transportation Coordinator at 910-798-3500 option 7 or come into the New Hanover County Department of Social Services.

Assistance with transportation to and from work is based on income and availability of funds. You will need to see a social worker in Services Intake. Call 910-798-3500 to make an appointment.

7. How can I get help paying my rent, light bill, etc.?

You can call New Hanover County Department of Social Services at 910-798-3500 to make an appointment or you can come to the agency and be seen by a worker on a walk-in basis. A social worker will assess the situation and determine if we can assist you. If you already have a social worker, contact them to make an appointment.

8. How Can You Support and Strengthen the Community?

Some opportunities are:

• Faith Community Fund: donate money to be used to assist clients in need.
• Adopt-a-Family: volunteer to mentor a family in our Work First Program.
• Summer Camp Opportunities: donate money to allow foster children the opportunity to attend camp.
• Luggage Program: donate luggage to foster children.
• Foster Children Christmas Party: donate money for this annual event.
• Foster and Adoptive Parent: become a foster or adoptive parent to children in need.
• Adopt-a- Foster Child for Christmas: volunteer to provide Christmas gifts for a child.
• Life Guide: provide support as a mentor to a child aging out of foster care.
• Assist Foster Parents: offer church facilities for training; support foster parents in your congregation.
• Backpack Program: provide new school backpacks for children in foster care.
• School Supplies: provide school supplies for children in foster care.
• Photo Albums: provide new photo albums for foster and adoptive children to make their own personal Life Books.

9. How do I apply for a job with DSS?

The New Hanover County Department of Human resources accepts applications on behalf of the Department of Social Services. Applications for Economic Services are accepted on an on-going basis and are maintained by the County Department of Human Resources. The Department of Social Services requests applications as vacancies occur.

All other vacancies are advertised. The County Department of Human Resources accepts applications for these vacancies as they occur and forwards them to the Department of Social Services.

You may contact the Department of Human Resources regarding the status of vacancies within the county, including the Department of Social Services. The number is 910-798-7178. New Hanover County also has a "Job Line" number that consists of a recording listing job opportunities within the county. That number is 910-798-7163. You may also visit New Hanover County's website.

10. How do I get to your office?

The New Hanover County Department of Social Services is located in the Health and Human Services building between 16th and 17th Streets at 1650 Greenfield Street. Some familiar landmarks that are close to our facility are the Wilmington Housing Authority, the Social Security Administration, and the Scottish Rite Temple.

11. What are your hours?

The agency is open Monday, Wednesday through Friday from 8 am to 5 pm and on Tuesday from 8 am to 6 pm.

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1. What is child abuse and neglect?

North Carolina General Statute (NC GS 7B-101) defines what is child abuse and child neglect.

Physical Abuse is defined as any child younger than 18 whose parent, guardian, custodian, or caregiver:

• Inflicts or allows to be inflicted upon the child a serious physical injury by other than accidental means
• Creates or allows to be created a substantial risk of serious physical injury to the child by other than accidental means
• Uses or allows to be used upon the child cruel or grossly inappropriate procedures or cruel and grossly inappropriate devices to modify behavior

Sexual Abuse is defined as any child younger than 18 whose parent, guardian, custodian, or caregiver commits, permits, or encourages the commission of a violation of the following laws regarding sexual offenses by, with, or upon the child:

• First and second degree rape or sexual offense
• Rape of a child by an adult offender
• Sexual act by a custodian
• Crime against nature or incest
• Preparation of obscene photographs, slides, or motion pictures of the child
• Employing or permitting the child to assist in a violation of the obscenity laws
• Dissemination of obscene material to the child
• Displaying or disseminating material harmful to the child
• First and second degree sexual exploitation of the child
• Promoting the prostitution of the child
• Taking indecent liberties with the child

Emotional Abuse is defined by any child younger than 18 years whose parent, guardian, custodian, or caregivers creates or allows to be created serious emotional damage to the child. Serious emotional damage is evidenced by a child's severe anxiety, depression, withdrawal, or aggressive behavior toward himself or others.

Neglect is defined by any child younger than 18:

• Who does not receive proper care, supervision, or discipline from his or her parent, guardian, custodian, or caregiver
• Who is not provided necessary medical or remedial care
• Who lives in an environment injurious to his or her welfare
• Who has been placed for care or adoption in violation of law

2. How can I recognize potential child abuse?

The following may indicate the presence of child abuse or neglect. There are many reasons a child may not want to go home on a particular day or may be overly compliant when they are trying to please a favorite teacher or trusted adult. However, when you have a cluster of two or more of these, this should raise a red flag to at least talk to the child and or parent, or potentially call your Child Protective Services, depending on the circumstances. It is important to remember that issues related solely to poverty are not considered child maltreatment issues.  

For the child:  

• Sudden changes in behavior or school performance  
• Displays overt sexualized behavior or exhibits sexual knowledge that is inconsistent with their age  
• Has not received medical attention for a physical injury that has been brought to the parents’ attention  
• Has learning problems that cannot be attributed to specific physical or psychological causes  
• Is always watchful, as though preparing for something bad to happen  
• Is overly compliant, an overachiever or too responsible  
• Comes to school early, stays late and does not want to go home  
• Has unexplained burns, bites, bruises, broken bones or black eyes  
• Has bruises or marks in non-prominent, “fleshy” areas of the body (for example, inside of biceps or behind the knees)  
• Has fading bruises or other marks noticeable after an absence from school  
• Seems frightened of their parents/caregivers and protests or cries when it is time to go home from school  
• Shrinks at the approach of adults  
• Reports injury by a parent or another adult caregiver 

For the parent or other caregiver:  

• Shows little concern for the child, rarely responding to the school’s requests for information, conferences or home visits  
• Denies the existence of or blames the child for problems in school or at home  
• Asks the classroom teacher to use harsh physical discipline if the child misbehaves  
• Sees the child as entirely bad, worthless or burdensome  
• Demands perfection, or a level of physical or academic performance the child cannot achieve  
• Offers conflicting, unconvincing or no explanation for the child’s injury  
• Describes the child as “evil” or in some other very negative way  
• Is abusing alcohol, prescription drugs or illegal drugs, and that abuse is having an adverse impact on the child  
• Uses harsh physical discipline with the child  
• Has a history of abuse as a child 

3. What happens after a report is made?

Every child abuse, neglect, and or dependency report that is made to the Department is documented and screened to determine if the allegations meet the legal definition of abuse, neglect, or dependency. The Department can only accept reports that are made against a child's parent, guardian, custodian, or caretaker. If the Department receives a report that meets the criteria of abuse, neglect, or dependency, but it is not against the parents, guardian, custodian, or caretaker, the report is then referred to the appropriate law enforcement entity. If the report does not meet criteria for abuse, neglect, or dependency the Department documents the reasons it does not and the person who made the report will receive a letter. If the allegations meet criteria, then a formal assessment is begun.

4. What is an assessment?

Once a report of child abuse, neglect, or dependency has been accepted by the Department, it is then assigned to a social worker to complete an assessment. There are two types of approaches to completing assessments. When the report alleges any type of abuse or serious neglect, it is assigned as an investigative assessment. This is a more forensic approach with families. On abuse cases, the social worker typically has to respond and interview the child and parents or caretakers immediately or within 24 hours of the allegations being reported to the Department. The social worker will work closely with law enforcement during the investigative assessment. When the report alleges neglect, it is assigned as a family assessment. The social worker typically has 72 hours from the time the report is made to the Department to respond to the family. In family assessments, the social worker typically calls the family first to inform them the Department received a report and meets and talks to the family together.

Regardless of whether the report is accepted as an investigative assessment or a family assessment, our most important responsibility in working with families is ensuring that children are safe. In all cases, we develop safety plans with families that identify any safety issues that may be present for the children and make a plan with the family to reduce the risk to the children. All assessments include the social worker observing the environment where the child resides and assessing the child's medical, physical, mental health, educational, and emotional needs. Family input, accessing community and family resources, and safety planning are very important in keeping children safe. The family's cooperation and consent is critical and helps in this process. Our goals are always to keep children safe and keep families together whenever possible.

At the conclusion of our assessments, the Department makes a finding of whether or not abuse, neglect or dependency is present and if continued services through the Department are needed to ensure the safety of the children.

5. What happens after the assessment is completed?

If abuse or neglect, as defined by North Carolina law, is not found, the child protective services case is closed. Child Protective Services would not have further involvement unless another report was received by the Department and screened in for an assessment.

If abuse or neglect, as defined by North Carolina law, is found, the case is then typically transferred to another social worker to work with the family to resolve the issues that led to the abuse and/or neglect. The primary concern continues to be the child's safety and protection. Once a substantiation or finding of services needed is made, then the Department provides what we call CPS In-Home Services. These are legally mandated services and they are considered involuntary services. These are the most intensive services and contacts with the family that is provided by the Department. The goal is to maintain the children safely in the family home. The social worker works with the family to determine what activities need to be completed to reduce risk to the children and ensure safety. One strategy we use in working with families is setting up Child and Family Team Meetings. The goal of these meetings is to assist the family and their support system in making a safe plan for their children. The CPS In-Home social worker coordinates interventions and services that focus on child safety and protection and family preservation. The Department is responsible for making reasonable efforts to maintain the child safely in the home and our goal is always to keep families together, but when safety in the child's own home cannot be assured, the Department is mandated to take immediate action to protect the child. This sometimes leads to placing children outside of the home or in the Department's custody and into foster care. Bringing a child into foster care is used only as a last resort to protect children from serious harm. To place a child into foster care, the Department must file a petition with Juvenile Court alleging abuse, neglect, or dependency.

6. How do I report suspected child abuse?

• What Should You do If You Suspect Child Abuse or Neglect:
  • The child abuse hotline number is 910-798-3420.
  • If you need to make a report after 5 p.m., Monday through Friday, or on the weekend, or a holiday please call 911 and ask to speak to the social worker on duty. 
  • Our office is located at 1650 Greenfield Street, Wilmington, NC, 28402. 
  • NOTE: North Carolina Law requires that anyone who suspects that a child is being abused or neglected, must report their concerns to the Department of Social Services, Child Protective Services.

Anyone can make a report of child abuse and/or child neglect by calling, writing, or visiting the Child Protective Services Unit at the New Hanover County Department of Social Services. You can make a child abuse or neglect report 24 hours a day, 7 days a week.

• The social worker taking your report will listen to your concerns and document all the information that is given. 
• You do not have to have proof that a child is being abused or neglected, just a reasonable suspicion. 
• Reporters of child abuse and neglect are protected by the law. 
• Social workers are unable to release the name of the reporter to anyone, unless ordered by the Court.
• Although you can make a report anonymously, it is helpful to provide your name in case the social worker needs to follow up with you for additional information. 
• It is helpful to have the following information when making a child protective services report:
  • Name, address, and age of the child/children
  • Name and address of the child's parents or caretakers
  • The child's condition, including any injuries or extent of the maltreatment
  • Any information about weapons in the home, alcohol, or drug abuse
  • Even if you do not have all of the above information, do not hesitate to make a report if you believe a child is being abused or neglected.

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1. My Mother needs to be placed in a Nursing Home. What can I do?

First, we talk about why the person feels that their parent needs to go to a nursing home. Does the mother have the capacity to make decisions for herself? We then talk about the placement process and refer them to the customer service unit to obtain a placement packet.

For more information call 910-798-3719

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1. Can you recommend a Child Care provider?

Smart Start of New Hanover County (SSNHC) can provide you with information on how to select quality child care. They can also put you in touch with the regional resource who can give you a list of potential child care sites that meet your specific needs. 

SSNHC can be reached at 910-815-3731 or by visiting 
 3534 South College Road
 Suite F
 Wilmington, NC 28412

2. What is the Child Care Subsidy program?

The Child Care Subsidy program uses state and federal funds to provide subsidized child care services to eligible families.  

3. Do I qualify for the Child Care Subsidy program?

You may be eligible to receive child care assistance if:

• You are working or are attempting to find work
• You are in school or in a job training program
• Your child is receiving child protective services
• Your child needs care to support child welfare services or if your family is experiencing a crisis
• Your child has developmental needs
• Meet the income and policy guidelines

4. What are the income limits for Child Care Subsidy?

The Initial Maximum Income Eligibility Limits for Subsidized Child Care Assistance changed on July 01, 2022.

For child care, there are two income limits. One for children 5 and under also all children with special needs, and the other for children 6-12.

200% Federal Poverty Level – used at initial application  (All children ages 0-5, and All children with special needs)

Parent Fee Percentage	10% of Maximum Gross Monthly Income
Family Size	1	2	3	4	5	6
Maximum Gross Monthly Income	$2,265	$3,052	$3,838	$4,625	$5,412	$6,198

 

Family Size	7	8	9	10	11	12
Maximum Gross Monthly Income	$6,985	$7,772	$8,558	$9,345	$10,132	$10,918

 

133% Federal Poverty Level – used at initial application; (All children ages 6-12, No children with special needs)

Parent Fee Percentage	10% of Maximum Gross Monthly Income
Family Size	1	2	3	4	5	6
Maximum Gross Monthly Income	$1,506	$2,029	$2,552	$3,076	$3,599	$4,122

 

Family Size	7	8	9	10	11	12
Maximum Gross Monthly Income	$4,645	$5,168	$5,691	$6,214	$6,738	$7,261

5. How do I apply for assistance in paying for my Child Care expenses?

• Phone by calling 910-798-3500, Option 4
• Call and request an application be mailed to you. Applications can be returned by mail. Mailing address is 1650 Greenfield Street, Wilmington, NC  28401 or fax 910-798-7824. 
• In person at 1650 Greenfield Street, Wilmington, NC  28401 

6. Will DSS pay for transportation to and from providers?

No.

7. How do I become a Child Care provider?

Stop by Smart Start of New Hanover County 

3534 South College Road
Suite F
Wilmington, NC 28412

To pick up a free child care licensing packet for potential family child care providers. Smart Start of New Hanover County can also provide you with general information if you are interested in starting a child care center. You may also obtain information at the North Carolina Web Site: https://www.ncdhhs.gov/providers/provider-info/child-care

8. What if I have other questions about my child?

Contact or visit Smart Start of New Hanover County for free and confidential information and referrals about young children. 910-815-3731

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1. As a reporter of abuse or neglect, can I be anonymous and still get information as to the outcome of an investigation?

Yes, you can report abuse and neglect anonymously. If you choose to share your name, it is confidential and can only be released by court order.

2. Can you come get my out of control teen? I can’t handle him/her anymore.

Parents are responsible for their children until they are 18. We will be happy to review counseling resources with you.

3. Do you have the right to talk to my children without my permission?

Yes.  The State mandates any child, 12 months or older is to be interviewed alone, at every contact, but the social worker.

If any person obstructs or interferes with an investigation, the Director may file a petition requesting an order directing the person to cease obstruction or interference.  Obstruction or interference includes refusing to allow the social worker to interview the child in private.

4. How do I report that a child is being abused or neglected?

Call New Hanover County Department of Social Services during normal business hours at 910-798-3420. After hours, on weekends and holidays call 911.

5. How is child abuse/neglect defined?

When children are abused, they have been seriously hurt, either physically or emotionally. This may also include any type of sexual abuse. When children are neglected, they have not received proper care or supervision. This may include children who do not receive necessary medical attention, who are inadequately fed or clothed, or who are inappropriately disciplined. Neglect also includes children who are left alone for long periods of time. We assess each situation on a case by case basis.

6. When should a Children’s Protective Services report be made?

Reporting child abuse or neglect is the first step in protecting children from further harm. If you suspect that a child is being abused or neglected, you should file a report with your local Department of Social Services. If it is an emergency, contact your local law enforcement agency. Your information can be given anonymously, if desired.

7. Who is the reporter? I have the right to know.

The reporter’s name remains confidential unless the department is court-ordered to release that information.

8. Why do you have to talk to my children alone?

If a child has the capacity for speech, the child must be interviewed, preferably in private and, under no circumstances, in the presence of the person or persons alleged to have caused or allowed abuse or neglect.

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1. What are Food and Nutrition benefits?

Food and Nutrition benefits, also known as the Supplemental Nutritional Assistance Program (SNAP), help low-income individuals purchase food. Authorized Food and Nutrition benefits are placed into an account. The benefits are accessed at authorized merchants using an Electronic Benefits Transfer (EBT) card.  

2. Do I qualify for Food and Nutrition benefits?

You may be eligible for Food and Nutrition Services if your total income falls below the appropriate gross income limits for your household size. Eligibility workers determine which income limit applies to your household.

Income Chart (October 2022)

HOUSEHOLD SIZE	130% MAXIMUM GROSS INCOME LIMIT	200% MAXIMUM GROSS INCOME LIMIT	MAXIMUM BENEFIT ALLOTMENT
1	$1,473	$2,266	$281
2	$1,984	$3,052	$516
3	$2,495	$3,840	$740
4	$3,007	$4,626	$939
5	$3,518	$5,412	$1,116
6	$4,029	$6,200	$1,339
7	$4,541	$6,986	$1,480
8	$5,052	$7,772	$1,691
Each Additional Member	(+512)	(+788)	(+211)

 

3. How do I apply for Food and Nutrition benefits?

This federal food assistance program is designed to help eligible low-income households buy the food they need for nutritional meals. Verifications are not required to apply but may be addressed or requested during your interview.

• Ways to apply:
• Online at the ePass website
• Emailing your application, verification, report changes or questions to DSSinfo@nhcgov.com
• Phone by calling 910-798-3500, Option 4 http://9107983500/ 
• Print and mail the application ( https://policies.ncdhhs.gov/divisional/social-services/forms/dss-8207-application-for-food-and-nutrition-services/@@display-file/form_file/dss-8207-ia.pdf English https://policies.ncdhhs.gov/divisional/social-services/forms/dss-8207-application-for-food-and-nutrition-services/@@display-file/form_file/dss-8207-ia.pdf  & Spanish) to 1650 Greenfield Street, Wilmington, NC  28401
• Print and fax the application ( https://policies.ncdhhs.gov/divisional/social-services/forms/dss-8207-application-for-food-and-nutrition-services/@@display-file/form_file/dss-8207-ia.pdf English https://policies.ncdhhs.gov/divisional/social-services/forms/dss-8207-application-for-food-and-nutrition-services/@@display-file/form_file/dss-8207-ia.pdf  & Spanish) to 910-798-7824
• In person at 1650 Greenfield Street, Wilmington, NC  28401
• Applications may be mailed upon request
• You can subscribe to receive text messages and secure message from your caseworker for more information go to ePass website. Look for the box that says "Enhance your account"

4. What can I buy with Food and Nutrition Benefits?

Any food for the household, such as:

• Fruits and vegetables;
• Meat, poultry, and fish;
• Dairy products;
• Breads and cereals;
• Other foods such as snack foods and non-alcoholic beverages; and
• Seeds and plants, which produce food for the household to eat.

Households CANNOT use  benefits to buy:

• Beer, wine, liquor, cigarettes, or tobacco
• Vitamins, medicines, and supplements. If an item has a Supplement Facts label, it is considered a supplement and is not eligible for SNAP purchase.
• Live animals (except shellfish, fish removed from water, and animals slaughtered prior to pick-up from the store).
• Foods that are hot at the point of sale
• Any nonfood items such as:
  - Pet foods  
  - Cleaning supplies, paper products, and other household supplies.
  - Hygiene items, cosmetics

5. When will my Food and Nutrition benefits go into my account?

Your EBT benefits will be available on the same day each month according to the last digit of your social security number, even if that day is on a weekend or holiday. Benefits are available on the 3rd day of every month if you do not have a Social Security Number.

If your SSN ends in:	Your benefits will be available after 6 a.m. on the:
1	3rd day of every month
2	5th day of every month
3	7th day of every month
4	9th day of every month
5	11th day of every month
6	13th day of every month
7	15th day of every month
8	17th day of every month
9	19th day of every month
0	21st day of every month

6. When will I receive my EBT card?

If your household is eligible, you will receive your EBT card in the mail. Please be mindful that the cards are mailed from out of state and may take 7-10 mail days to receive. 

7. How to I obtain a personal identification number (PIN) and activate my EBT Card?

• Go to www.ebtedge.com and click "More Information" under EBT cardholder. Login and/or register your account.
• Download the ebtEDGE mobile app. the app is available through the Apple Store or Google Play.
• Call  888-622-7328. Follow the prompts, they are open 24 hours a day, 7 days a week.

8. What is the EBT Customer Service Number?

The toll-free number is 1-888-622-7328 and they are open 24 hours a day, 7 days a week. or you can go to www.ebtedge.com or download the ebtEDGE mobile app. the app is available through the Apple Store or Google Play.

9. Who do I contact if my EBT card is lost or damaged?

You may contact ebtEdge. The toll-free number is 1-888-622-7328 and they are open 24 hours a day, 7 days a week. or you can go to www.ebtedge.com or download the ebtEDGE mobile app. the app is available through the Apple Store or Google Play. However, if you need a new EBT card and your address has changed, please contact DHHS at 910-798-5000 option 4. 

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1. Who are the Children in DSS custody?

• Children enter foster care due to a number of issues related to abuse, neglect or dependency. 
• Many children in foster care have special needs, including health issues, behavioral issues, special educational needs, and mental health diagnoses.
• Dependent children are those children without an appropriate adult caretaker. 

DSS has the responsibility to work with birth parents and other extended relatives to address safety issues so that children can return home. 

• Although each family's situation is different and a Judge makes the final ruling, the Department of Social Services is required to make a recommendation about a child's long-term plan within one year of the child entering foster care. 
• The Department also makes diligent efforts to identify extended relatives who could care for the child. When that cannot be done, the agency pursues other long-term plans for the child, including adoption.

2. Who are the Foster and Adoptive Resource Families in DSS?

• New Hanover County foster and adoptive parents are your friends, neighbors, and fellow community citizens. Most families who adopt through DSS provide foster care first.
• We find that by the time a child goes through the process of becoming available for adoption, he/she has bonded with the foster parents and many times it is this foster family who adopts the child. There are times when it isn't the right match for the current foster parent to adopt the child and in those cases we look to our other families interested in adoption to make a connection. Our families come from all different backgrounds and live in all communities across the county.
• We have many single parents as well as couples who adopt. 
• Many children who are adopted from foster care qualify for ongoing adoption assistance benefits.
•  For children who are adopted in their teens there is even help for college available.
•  Probably the greatest challenge of adoption from foster care is that it is unknown at the time a child is placed in a home whether the child will later need an adoptive family. 
• The Department's first responsibility is to work with the birth family to alleviate the need for continued foster care and recommend reunification. We don't know what the outcome will be at the time of placement, so our foster families have to be prepared to let go of a child they've grown to love.
• If a foster parent does adopt a child from foster care, the Department helps the foster parent navigate the adoption process. The Department also provides fee services including: preplacement assessments for independent adoptions, and stepparent and relative adoption services for children who are not in the Department's custody.

3. Does Social Services provide financial assistance to foster families?

The Department does provide monthly assistance to help offset the costs of caring for a child in custody. Foster families use these funds to pay for food, clothing, school supplies, field trips, haircuts and other expenses associated with providing a child a safe and enriching home environment. The amount of assistance varies depending on the age of the child.

In addition to monthly assistance, the Department is involved with several programs which provide funding for children to participate in special activities.

4. How do I become a foster parent?

Call us at 910-798-3500 to talk to a foster parent licensing social worker.

5. Is there a need for foster families in New Hanover County?

Yes!

We have more children in foster care than we have homes available to care for them.

6. What happens when a child cannot be placed with a family in New Hanover County?

When a home in New Hanover County is not available, the child must be placed in another county. What that means is a child who has already experienced the trauma of abuse or neglect and then separation from his or her family, must also separate from his/her neighborhood, school, friends, doctors and community. The further a child is from his/her family, the more difficult it is to arrange visits and keep the family connected. We find that even when children have experienced abuse or neglect, most still very much love their family and want to visit parents and siblings.

Of the approximately 300 children in out of home placement, 23% reside with relatives, 38% reside in New Hanover County and 39% reside outside of New Hanover County.

7. What happens when children cannot return to their birth family?

The Department of Social Services has the responsibility to reunite families whenever it is safe to do so. The Department usually works with birth parents toward getting their children back for about a year before pursuing other permanent placement options for the child.

There are times when children cannot return to their parents because of on-going safety issues and there are no other appropriate extended family members to care for the child.

The Department’s first responsibility is to attempt to safely return a child to his/her parents or other family members. If the Department is unable to identify a safe and willing caretaker within the family, we turn to our foster parents to provide a permanent home for the child.

8. What is Foster Care?

Foster families provide a temporary home for children, who for a variety of reasons including abuse, neglect or dependency cannot remain in the home of their parents or guardian and have entered Department of Social Services (DSS) custody.

Relatives who are providing a home for a child in DSS custody can become licensed as foster parents for that child - provided they meet all of the licensing rules- however, most of the time foster parents are people from the community willing to open their heart and home to a child they do not know.

Although designed to be temporary, there are times when a child is unable to return to his or her birth family and foster parents may adopt the children they've grown to love. 

See our FAQs on Adoption from Foster Care for more information.

9. Who takes Care of the Children in Foster Care?

Just like each child in foster care is unique so is each foster family. Foster families, including relatives who chose to license as foster parents, must complete an in-depth licensing process which includes:

• A 30 hour pre-service training course. Families also complete 10 hours of in-service training each year after becoming licensed.
• Multiple background checks
• A home study, including assessment of space, health, and characteristics of all family members and safety conditions of the home.
• Although there is no minimum income, the family must be able to meet their financial obligations.

The list is not all inclusive of foster home licensing requirements. Please contact us to learn more about becoming a foster parent. Call us at 910-798-3566 or email the New Hanover Foster Care.

10. Will the birth parent know the foster parents?

Yes. Department of Social Services supports a philosophy called "Shared Parenting" where foster and birth families work together for the support of a child. Some examples of Shared parenting would be foster and birth parents attending school meetings together, participating in agency meetings and exchanging photographs so that the child feels connected with all the adults in his/her life. Foster parents can be good mentors for birth parents as well. Potential foster parents learn about shared parenting at length during the pre-service training class (MAPP- Model Approach to Partnerships in Parenting).

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1. What information can be released from an adoption file?

Adoption files in North Carolina are not open to the public. Only non-identifying information and any health history that might be available can be shared with an adoptee.

2. What is the process for adopting a child?

The first step in adopting a child is to contact your local Department of Social Services. In New Hanover County, call 910-798-3475 to set up an appointment. A social worker will meet with you to discuss your goals and desires, and will direct you toward the next step in the adoption process

3. Who can apply to become a foster parent?

Anyone who is 21 years or older, has a safe home, source of income, and has patience and love for children can apply to become a foster parent. They should contact their local Department of Social Services. In New Hanover County, call 910-798-3566 regarding the application and training process.

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1. What is the low Income Energy Assistance Program (LIEAP)?

The Low Income Energy Assistance Program (LIEAP) is a federally-funded program that provides a one-time vendor payment to help eligible households pay their heating bills. Benefits are paid directly to energy providers who have an approved energy provider agreement on file with the county. Assistance towards your heating provider includes electric, gas, heating oil, coal, and/or wood. 

2. How do I apply for LIEAP?

• You may be automatically eligible if your households contained a person aged 60 or older, or an individual receiving disability benefits and services through the NC. Division of Aging and Adult Services, received LIEAP last year (2021/2022) and currently receives Food and Nutrition Benefits. You may call 910-798-3000 option 4 to obtain more information. 

All other households:  

• Beginning December 1, Households including a person aged 60 or older or disabled persons receiving services through the NC Division of Aging and Adult Services are eligible to sign up for assistance 
• All other households may apply from January 1^st – March 31^st or until funds are exhausted, whichever occurs first.   

•  Ways to apply:
  • Online at the ePass website
  • Phone by calling 910-798-3500, Option 4
  • Print and mail the application to 1650 Greenfield Street, Wilmington, NC  28401
  • Print and fax the application to 910-798-7824
  • In person at 1650 Greenfield Street, Wilmington, NC  28401
  • Applications may be mailed upon request

3. How do I qualify?

There are several factors to be eligible, including gross income limits. 

4. If eligible, when will I receive a payment?

If eligible, the vendor that provides your heating source will receive a payment in 6-8 weeks from the time your application was approved. 

5. When are applications taken for LIEAP?

• You may be automatically eligible if your households contained a person aged 60 or older, or an individual receiving disability benefits and services through the NC. Division of Aging and Adult Services, received LIEAP last year (2021/2022) and currently receives Food and Nutrition Benefits. You may call 910-798-3000 option 4 to obtain more information. 

All other households:  

• Beginning December 1, Households including a person aged 60 or older or disabled persons receiving services through the NC Division of Aging and Adult Services are eligible to sign up for assistance 
• All other households may apply from January 1^st – March 31^st or until funds are exhausted, whichever occurs first.   

6. Who do I contact to inquire about LIEAP?

Contact the New Hanover County Department of Social Services by calling 910-798-3500 option 4.

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1. Can I get Medicaid?

Beginning December 1, more people in North Carolina will be eligible for health care coverage through Medicaid. Current recipients will still be eligible for health care coverage under the new Medicaid expansion. You are eligible for Medicaid if you meet the criteria below:

• You live in NC
• You are a US citizen *Some non-U.S. citizens can get health care coverage through Medicaid. To learn more, go to medicaid.ncdhhs.gov
• Age 19-64
• Your annual household income fits within the chart below:

HOUSEHOLD SIZE	ANNUAL INCOME (before taxes)
Single adult	$1,676 per month or less $20,120 annually
Family of 2	$2,267 per month or less      $27,214 annually
Family of 3	$2,859 per month or less  $34,307 annually
Family of 4	$3,450 per month or less  $41,400 annually
For each additional person in your household	add $591 per month add $7,094 annually

2. What information do I need to apply for Medicaid?

Prepare the following documents below for each person applying to help complete your application:

• Full legal name
• Date of birth
• Social Security number (or immigration documents)
• North Carolina residency
• Income information (from paystubs, W-2 forms, tax returns or business records)

North Carolina uses external resources to verify the information you provide. If more information is needed, you will receive a letter in the mail from the Department of Social Services requesting additional documentation, including:

Type of verification needed:	Accepted type of documentation:
North Carolina Residency	A photo ID with your NC address listed, or A utility bill, or A lease or mortgage agreement, or Vehicle registration, or Documentation of employment, or If you do not have any documentation, you can check a box in ePASS labeled “NC Residency Declaration.”
Income	If you’re Employed - pay stubs, employer verification or your most recent tax return to show proof of your income. If you’re Self-Employed - your most recent tax return or copies of your business records. If you don’t have that, you can fill out a Verification Form for Self-Employment Income and Expenses form.
Date of Birth	A photo ID with your date of birth listed, or Birth certificate
Social Security Number	A copy of your Social Security card, or Another official document containing your name and social security number, or A military ID card
Citizenship	Birth Certificate, or Passport
Immigration Status	A copy of your VISA/immigration card

3. How do I apply for Medicaid?

Beginning December 1, more people in North Carolina will be eligible for health care coverage through Medicaid. Current recipients will still be eligible for health care coverage under the new Medicaid expansion. You are eligible for Medicaid if you meet the criteria below:

• You live in NC
• You are a US citizen *Some non-U.S. citizens can get health care coverage through Medicaid. To learn more, go to medicaid.ncdhhs.gov
• Age 19-64
• Your annual household income fits within the chart below:

HOUSEHOLD SIZE	ANNUAL INCOME (before taxes)
Single adult	$1,676 per month or less $20,120 annually
Family of 2	$2,267 per month or less      $27,214 annually
Family of 3	$2,859 per month or less  $34,307 annually
Family of 4	$3,450 per month or less  $41,400 annually
For each additional person in your household	add $591 per month add $7,094 annually

Prepare the following documents below for each person applying to help complete your application:

• Full legal name
• Date of birth
• Social Security number (or immigration documents)
• North Carolina residency
• Income information (from paystubs, W-2 forms, tax returns or business records)

North Carolina uses external resources to verify the information you provide. If more information is needed, you will receive a letter in the mail from the Department of Social Services requesting additional documentation.

You can apply for Medicaid:

• Online at epass.nc.gov
• Over the phone by calling 910-798-3500, select option 4 when prompted
• Print the application (English and Spanish) and return by mail or fax:
  • Mailing address: 1650 Greenfield Street, Wilmington, NC  28401 
  • Fax number: 910-798-7824
• In person at 1650 Greenfield Street, Wilmington, NC  28401

If you are pregnant and/or have a child/children age(s) 5 and under, you may be eligible for Women Infants and Children (WIC) services by calling 910-798-3500, select option 5 when prompted.

Applications may be mailed upon request. Applications and supporting documents can be emailed to dssinfo@nhcgov.com as needed. 

4. How much does Medicaid cost me?

You do not have to pay any monthly premiums. 

Medicaid pays the cost for most health care services. 

The highest copay is $4 and that is only required on some services.

5. After I apply, how long does it take to find out if I can be covered through Medicaid?

It may take up to 45 days after you apply. Incomplete applications may take longer. 

You can help the process go faster by: 

• Applying online at ePASS and providing all information requested. If the application is incomplete, it may take longer to process. DSS will reach out to you if they do not have what is needed to complete your application, so be sure to respond to mail or phone calls. 
• Keeping your contact information up-to-date in ePASS, so you don't miss important information about your Medicaid benefits.
  • Sign up for an enhanced ePASS account. An enhanced ePASS account allows you to keep your information updated without having to contact the local Department of Social Services (DSS) office

6. Are immigrants now eligible for Medicaid?

Some non-U.S. citizens can get health coverage through Medicaid. To be eligible you must be: 

• A person living in North Carolina
• A non-citizen with qualified immigration status. Most people must wait five years. Qualified immigration status includes:
  • Lawful Permanent Residents (LPR/Green Card Holder) 
  • Asylees 
  • Refugees 
  • Cuban/Haitian entrants 
  • Paroled into the U.S. for at least one year 
  • Conditional entrant granted before 1980 
  • Battered non-citizens, spouses, children or parents 
  • Victims of trafficking and his or her spouse, child, sibling or parent or individuals with a pending application for a victim of trafficking visa 
  • Granted withholding of deportation 
  • Member of a federally recognized Indian tribe or American Indian born in Canada 
  • Citizens of the Marshall Islands, Micronesia and Palau who are living in one of the U.S. states or territories (referred to as Compact of Free Association or COFA migrants)

Non-citizens without documents who do not qualify for full health coverage under Medicaid may be able to get temporary coverage for emergency conditions that need to be treated in an emergency room.

7. Which doctors or dentists accept Medicaid?

Medicaid benefits and eligibility vary according to a person’s circumstances and what Health Plan you are linked to. 

If you are not linked to a Health Plan you should call the Enrollment Broker to see what your options are based on the Health Plan you choose.  https://ncmedicaidplans.gov/enroll/online/find/find-provider?lang=en

8. How can I get a new Medicaid card?

Call the Primary Health Plan that is on your Medicaid card.  If you are not enrolled with a plan, call Social Services at 910-798-3500 option 4.

9. What is the definition of disability?

As defined by Social Security, it is a physical or mental impairment which prevents an individual from engaging in any substantial, gainful activity, and which has lasted or is expected to last for at least 12 months, or is expected to result in death. To apply for disability benefits, you must apply through the Social Security Administration offices, 800-772-1213 or 800-325-0778 (TTY).

10. Will Medicaid pay for my care in a nursing home?

If you meet eligibility requirements, Medicaid will pay for some portion of your cost of care in a long term skilled or intermediate care facility as well as medical expenses.

11. My Mother needs to be placed in a Nursing Home. What can I do?

• First, speak to your mother/father’s physician and see if they are recommending them being placed in a nursing home. Does your parent have the capacity to make decisions for themselves? 
• We then talk about the placement process and refer them to come into the agency to pick up a placement packet to assist them in this process.
• For more information call 910-798-3719.

12. Where can I get an FL-2 form for the nursing home?

• By downloading the FL-2 form 
• By call 910-798-3460 and request one to be sent to you through the mail. 
• In person at 1650 Greenfield Street, Wilmington, NC  28401.

13. Can I get a check along with Medicaid?

Medicaid pays the medical provider directly. No payment is made to the recipient. Persons residing in Adult Care Homes (often called rest homes) may be eligible for a check under the Special Assistance Program to help pay for their monthly cost of care in the home. Clients who qualify for Work First Family Assistance “WFFA” get a check.

14. Will the State take my home if I get Medicaid?

If you receive CAP or are in a long term care facility, estate recovery may apply to you. This means at the time of your death the government may make a claim against your estate to recover the money paid to medical providers on your behalf.

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1. What is the Crisis Intervention Program?

The Crisis Intervention Program (CIP) is a Federally funded program that assists individuals and families who are experiencing a heating or cooling related crisis. A household is considered to be in a crisis if it is currently experiencing or is in danger of experiencing a life threatening or health related emergency and sufficient, timely and appropriate assistance is not available from any other source. Life threatening is defined as a household which has no heating or cooling source or has a disconnect notice for their primary heating or cooling service and the health or well being of a household member would be in danger if the heating or cooling crisis was not alleviated. 

2. How do I qualify for Crisis Intervention Program (CIP)?

Households that meet the following criteria may be eligible:

• Have at least one U.S. citizen or non-citizen who meets the eligibility criteria
• Have income equal to or less than 150% of the federal poverty level Who is eligible for Crisis Intervention Program (CIP)?
• Have an energy related crisis
• Have a utility statement that shows how much is owed to alleviate the crisis

3. How do I apply for Crisis Intervention Program (CIP)?

• Online at the ePass website
• Phone by calling 910-798-3500, Option 4
• You can print the application (English and Spanish) and mail it to 1650 Greenfield Street, Wilmington, NC  28401 
• Print and fax the application (English and Spanish) to 910-798-7824
• In person at 1650 Greenfield Street, Wilmington, NC  28401
• An application can be mailed upon request

4. What is the Family Support Program?

The Family Support Program is designed to assist with barriers that hinder timely child support payments, family self-sufficiency & active involvement in children’s life. Services for Custodial and Non-Custodial Parents are available. Referrals to the Family Support Program are accepted through Child Support Services, Child Support Court, Self – referrals and other Social Services and Community Programs. 

 Services include:

•  Job Search Referrals
• Education, training, job readiness programs, and other community resources
• Access to economic empowerment
• Effective parenting
• Assistance with accessing Family Court resources 

View the Family Support Program Brochure (PDF) to learn more about the Family Support Program.

For more information or to self-refer, contact 910-798-3500

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1. What is Work First?

North Carolina’s Temporary Assistance for Needy Families (TANF) program, called Work First (WF), is based on the premise that parents have a responsibility to support themselves and their children. Work First provides parents with short-term training and other services to help them become employed and move toward self-sufficiency. Families in which grandparents and relatives are caring for their relative children and legal guardians can receive services and support that prevent children from unnecessarily entering the foster care system.

For more information, please call 910-798-3500

2. How do I apply for Work First?

To apply, come into the New Hanover County Department of Social Services during regular business hours. Monday, Wednesday - Friday, 8 am to 5 pm, Tuesday, 8 am to 6 pm. or call 910-798-3500 to speak to a case worker.

You can apply:

• Phone by calling 910-798-3500, Option 4
• You can print the application (English and Spanish) and mail it to 1650 Greenfield Street, Wilmington, NC  28401 
• Print and fax the application to 910-798-7824
• In person at 1650 Greenfield Street, Wilmington, NC  28401
• An application can be mailed to you upon request.