When can I call?
Our toll-free number is staffed by friendly and helpful care coordinators Monday through Friday from 9 a.m. to 5 p.m. Need to talk to someone after 5 p.m.? No problem! On Mondays, a care coordinator is available to answer calls until 7 p.m.
Where are you located?
Our program is phone based and housed in Framingham, MA. Our partners have a variety of clinics and service locations throughout the Metrowest community.
What languages do you speak?
Our care coordinators speak English, Spanish, and Portuguese. However, we can also speak directly with callers in any language through a phone-based interpretation service.
Does it cost anything to use the referral line?
Nope! You can use our phone line or search form free of charge.
What insurance plans do you take?
For our referral line services, we can assist callers with any insurance.
For clinical services, our partners accept a variety of insurance plans, including MassHealth, Tufts, Fallon, Blue Cross Blue Shield, Harvard Pilgrim, and self-pay options. If you do not have insurance accepted by one of our partners, we will do our best to connect you with another provider that does.
What information will you need?
When you call, our knowledgeable care coordinators will walk you through the process to gather information that will assist them in suggesting the right supports for you. Some helpful information to have available about the person being referred is:
- Town of residence
- Date of birth
- Preferred language
- Insurance number
- List of past/current providers (if any)
- List of medications (if any)
Our care coordinators will ask you if you have any preferences for a provider (e.g., gender, location, etc.) and availability (e.g., days/times that work with your schedule).
Do you provide therapy?
Although our care coordinators are experienced in supporting behavioral health and social service needs, we do not offer direct clinical support through our referral line. Instead, we serve as a bridge to connect you to the right support through one of our partners or another community resource if appropriate.
Can you connect me with a prescriber for medication?
Yes! If you are interested in receiving services from one of our partners, please note that you will need to participate in ongoing counseling/therapy services for you to receive psychiatric medication. Our care coordinators can assist with the referral for counseling/therapy. Typically, referrals for medication management can be made by your counselor/therapist after consistently attending a few appointments.
If you are only interested in medication management, we can also refer you to a provider outside our partner group that can accommodate your preference.
How long will it take for me to get services?
We do our very best to facilitate referrals as quickly as possible. The wait time you experience will depend on your insurance, availability, service preference(s), language preference, and location. Your care coordinator will directly communicate with you about the anticipated wait time and the various options available. In addition, our care coordinators stay in contact with both you and the agency/program you are being referred to until you feel securely connected so that nothing “falls through the cracks.”
What if I need immediate help?
If you are experiencing a mental health or substance use crisis, please call Advocates Psychiatric Emergency Services at (800) 640-5432, 24 hours a day, 7 days a week. They can assist you in an emergency.
Why do you ask about my Primary Care Physician?
We believe integrating physical and emotional/mental health promotes the best possible care. Because of this, our care coordinators will ask if you would like to authorize communication with your PCP so we can inform them about any services you may be connected to.
Please note: speaking with your PCP is an optional component of our care coordination service and is NOT required to receive our assistance. If you have further questions about this process or how your personal health information is managed, please speak with your care coordinator directly.
Is the information I share kept confidential?
Keeping your personal information secure is important to us. Our referral line follows all federal guidelines for gathering, storing, and sharing personal health information (PHI). Our care coordinators may be required to disclose information or records without prior written consent from the person receiving services in the following situations:
- The person’s behavior creates a clear and present danger of harm to themselves or others
- In the event of suspected abuse or neglect of a child, or a disabled or elderly person
Your care coordinator will discuss this with you directly should the situation arise.
For additional information on mandated reporting, please reference the following: