EMO Contact Center
Medication Consultation Service for BSAS Programs
In today’s fast-paced, digitally connected world, communication and service expectations are higher than ever.
The EMO Contact Center (ECC) is a teleconferencing platform that connects program staff with EMO pharmacists and agents to answer medication management workflow, regulatory, and clinical questions across multiple channels—voice, chat, and email.
This flexible approach aims to reduce operational costs and enhance client experience by ensuring quick response times and personalized care.
Hours of Operation
The ECC will be closed on Friday, July 4th, 2025 in observance of Independence Day
9 am - 5 pm
Tuesday - Friday
Closed Mondays, Saturdays, Sundays, and State and Federal Holidays
After hours: After 5pm, leave a message - voicemail or email. An EMO agent will respond to you on the following business day.
BSAS Licensed Providers
We’re thrilled to announce the launch of the EMO Contact Center (ECC) — a dedicated support system designed to deliver faster, clearer, and more consistent assistance for BSAS-licensed residential programs.
Who Should Contact the ECC
ANY staff member working in a BSAS-licensed program. The line is not intended for residents or patients.
Why Contact the ECC? What Information if Provided?
Our agents consult on questions across a broad range of topics, from managing medications (including medications for addiction treatment) to monitoring adherence and reporting medication errors.
When you call, select a category that best fits your question
Workflow: How do I document a refill? Can a refill be added to the existing med sheet? How do I dispose of this medication safely?
Regulatory: Can my program accept take-home methadone, if it's not in a lockbox or lockable pouch? Does my staff have to complete shift counts? Is this a countable medication?
Clinical: What are the common side effects of Gabapentin? What should I do if a resident/patient took their morning dose of amphetamine salts (Adderall®) in the evening?
ECC Staff Cannot:
Diagnose medical conditions
Prescribe or refill medications
Alter or change medical orders, directions, or doses for prescriptions/OTC
Determine refill status or pharmacy eligibility
EMO ECC:
Is not an emergency line
Is not a complaint line
Is for informational purposes only
The ECC is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Call the Bureau of Substance Addiction Services Complaint Line at (617) 624-5171 to file a complaint against a licensed alcohol and drug counselor (LADC) or a licensed/funded substance use disorder treatment program.
How to Use the EMO Contact Center
You can reach our EMO Contact Center in one of three convenient ways, depending on your needs, urgency, and communication preference.
Know the Program Code. Each facility has a unique caller code. If you do not know your facility’s program code, tell the agent the name and address of your facility.
💬By Live Chat
Click the Live Chat button located at the bottom-right corner of this page to start a chat session.
Before connecting with an agent, you’ll be asked to fill out a short pre-chat form. This helps us route your inquiry to the most appropriate team member for a faster, more accurate response.
📞By Phone
Call our toll-free number at +1 (833) 656-8351
Have your BSAS license number and EMO code available, if applicable. If you do not have it available you will be asked to provide your facility name and address.
Press 1 for Workflow
For medication room operation questions, including medication passes and related procedures.
Press 2 for Regulatory
For guidance on laws, regulations, or BSAS/DPH best practices.
Press 3 for Clinical
For non-emergency situations about medications for residents at your facility.
✉️By Email at ECC@emo.health
Use the form below to send us your question by email. One of our agents will respond as soon as possible.
Protect Confidentiality. Do not disclose any protected health information (PHI). PHI is any personal health information that can be used to identify a resident or client.
Programs are to comply with 42 CFR Part 2 and HIPAA regulations prior to contacting EMO ECC. The program is responsible for obtaining a signed Release of Information (ROI) form with the individual residing at the program, having it on file and available PRIOR to disclosing any and all personal and protected health information (PHI) during a session with a ECC agent.