Magellan Health

For Members

Office of Individual and Family Affairs (OIFA)/Ombudsperson

Magellan's Office of Individual and Family Affairs (OIFA)

The Magellan of Arizona Office of Individual and Family Affairs (OIFA) acts as a confidential and neutral advocate for members, families and friends who have concerns about services. Our Office also supports Magellan departments, community organizations and key stakeholders by educating them about available services and resources.

We provide answers, promote self advocacy and put individuals in touch with resources that help support recovery needs. We also provide confidential and informal information about RHBA services and Magellan policies and programs.

Our Office advocates for fair treatment for all to better serve our members and system as a whole. We believe all recipients must receive effective treatment in a manner that is respectful of individual preferences, needs and values. As such, we provide cultural awareness and language assistance as needed.

In addition, our Office has dedicated resources to promote the development and use of member and family support programs. This includes connecting individuals with peers and families, and encouraging participation in peer and family run programs. Our Office also communicates and collaborates with members, families and friends to identify concerns and remove barriers. 

Our Office consists of three staff who strive to build partnerships to promote recovery, resiliency and wellness. We do this by working closely with Magellan’s Recovery and Resiliency Department to implement best practice programs for adults and children in our care. 

  • For adults this includes the Trauma Informed Care (TIC) program. TIC is an approach that engages people with histories of trauma recognize the role trauma has played in their lives.
  • For children, this includes the Transition to Independence Process (TIP) and Best for Babies (Birth to Five) initiatives. Both initiatives support children through their developmental phases.

 In addition, together, our goal is to:

  • Increase member and family voice in the areas of leadership, service delivery and participation within the behavioral health system;
  • Educate and support individuals and families through mediation around human rights; and
  • Advocate for service environments that are supportive, welcoming and recovery oriented.

Finally, the OIFA Administrator serves as the point of contact with Arizona Department of Health Services’ Office of Individual and Family Affairs to ensure system coordination.

Meet Magellan's Office of Individual and Family Affairs

Office Of Human Rights Staff

Ombudsperson Dora Brown, OIFA Administrator Rose Marie Strike, Human Rights Liaison Lynn Cheatham

OIFA Administrator

Rose Marie Strike, OIFA administrator, is a family member and has worked for the RHBA for more than five years, most recently as the ombudsman supporting consumers, family member or friends, and providers. Before that, she was the human rights liaison, and in both of these positions she worked closely with the DBHS Bureau of Consumer Rights (Office of Human Rights (OHR), Maricopa Human Rights Committee, Customer Service, Grievance and Appeals). As the OIFA administrator she will work with all levels of staff and various external customers. Her background includes using mediation in current roles and while working in Arizona state government positions dealing with the public, employees, management and legal departments.  She has a Bachelor of Social Work degree from ASU’s College of Public Programs, Mediation Certification, ASU Public Executive Program Certification, as well as leadership and human resources expertise.


Dora Brown, ombudsperson, is also a family member and has worked as the RBHA Community Exchange coordinator since 2005. She possesses compassion, the desire to help people in need, and the ability to “make things happen.” Dora has earned a reputation in the community of being the voice of those who need help. In her prior role,  Dora managed the daily operations of the Community Exchange, helping thousands of individuals who live with mental health issues by assisting them with their basic needs. Dora also served as a liaison between Magellan and RBHA service recipients and their family members. Previously, Dora worked as a case manager with the TERROS Family First program. Before moving to Arizona, Dora was a seasoned employee with the Massachusetts Department of Revenue, with more than 20 years’ experience as EDP programmer. Dora holds a Bachelor of Science degree in Business Administration from Northeastern University and a minor in Computer Science. She is multilingual (English, Spanish and Portuguese).

Human Rights Liaison

Lynn Cheatham, human rights liaison, has worked for the RBHA since 1994 when she began as a case manager aide. Following that, she worked as a case manager for 10 years in both the child/adolescent and adult systems, and as a rehabilitation specialist. In 2005, she began working in Grievance and Appeals, which greatly enhanced her knowledge of member rights. Lynn brings vast experience, as both a family member and a service provider in our system of care, to her role as the OIFA human rights liaison. In this position, she works closely with DBHS/OHR, the Public Fiduciary Office, and the Maricopa Human Rights Committee. Additionally, she works collaboratively with various departments within Magellan as well as the PNOs, with the goal of continuously improving the system. She works to build bridges and close gaps with all stakeholders. Lynn has a BA in Management and Human Resources and an MBA.

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If you are in crisis, call the Crisis Line at (800) 631-1314, TTY (800) 327-9254. For emergencies, always call 9-1-1


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Contact Information

Mercy Maricopa Integrated Care (Mercy Maricopa) is now the Regional Behavioral Health Authority (RBHA) serving members in the Maricopa County Region. For questions regarding your services, please call 1-800-564-5465 or TDD/TTY 711.

** To file a grievance or appeal for services provided on or before March 31, 2014 please call Magellan Health Services 602-652-5907, x8590