MetroWest Care Connection
MetroWest Care Connection
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Navigation Line FAQs

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, we have a care coordinator available to answer calls until 7 p.m.

What is the cost of your service?

There is no charge for the referral line service.

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 have the ability to speak directly with callers in any language through a phone-based interpretation service.

What insurances do you take?

Since there is no fee associated with our referral line services, we are able to 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, as well as self-pay options. If you do not have an 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 also ask about your preferences in 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 in connecting 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! Our partners require engagement in ongoing counseling/therapy services in order for you to receive psychiatry. 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 interested in medication management only, we can refer you to a provider outside of 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 a number of factors including 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 integration between physical health 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. This 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 related to 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 him/herself 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: