What are reasonable accommodations?
Free aids and services are available to help you communicate with MassHealth. These are also known as reasonable accommodations.
Examples of reasonable accommodations include the following.
- Qualified sign language interpreters
- Written information in other formats, like large print, braille, or accessible electronic formats
- Video Relay Service (VRS)
- Assistive Listening Devices (ALDs)
- Teletypewriter (TTY)
How to ask for reasonable accommodations
There are many ways to ask for a reasonable accommodation.
- Contact the Disability Accommodations Ombudsman.
- Tell MassHealth Customer Service or MassHealth Enrollment Center staff. They can refer you to the Disability Accommodations Ombudsman as needed.
- Complete a MassHealth application. There is a question within the application to initiate the request.
- Through your appeal, if you are appealing a MassHealth decision. You can request reasonable accommodations through the Fair Hearing Process.
The Disability Accommodations Ombudsman can answer any questions about the reasonable accommodations process.
Get in touch with the Disability Accommodations Ombudsman
Send us an email. Tell us your full name, your MassHealth ID number (if known), and what help you need.
Don’t send medical records or sensitive health information. If we need this information, we will ask you for it.
If you can’t email us or if you need help over the phone, call (617) 847-3468, TDD/TTY: 711 to ask for a phone meeting.
The Ombudsman can’t answer eligibility or general customer service questions. Instead, call MassHealth Customer Service at (800) 841- 2900, TDD/TTY:711.
What happens after I contact the Disability Accommodations Ombudsman?
The Ombudsman might ask you for more information. This is so they can better understand your needs and discuss options. Don’t send us any sensitive health information unless we ask for it.
The Ombudsman will respond to you by email or mail to confirm what accommodation has been approved and outline next steps.
What if I don’t get an accommodation that I need?
You can file a complaint if you think we didn’t give you a reasonable accommodation or if you believe that you have been treated unfairly. Learn more about the MassHealth discrimination complaint process.
The MassHealth discrimination complaint process is not meant to appeal a MassHealth decision on your benefits or eligibility for services. There is a separate process to appeal a MassHealth decision about your benefits or eligibility. Learn more about the Fair Hearing process.
How to ask for reasonable accommodations from your health plan or providers
Contact your health plan and providers
Each health plan and provider has their own process. Contact your provider or health plan to ask for a reasonable accommodation or language assistance. Find your health plan customer service number.
I need help getting services from my health plan
My Ombudsman can help MassHealth members with questions about their health plans. This is not the same as the Disability Accommodation Ombudsman. The My Ombudsman program is provided by a third party. Services are free. They can help you by email, phone, and video phone. Language interpretation is also available. Learn more on the My Ombudsman Frequently Asked Questions page.
Contact
Phone
Do not send sensitive information or documentation unless requested by the Ombudsman.
| Last updated: | August 24, 2026 |
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