Part of the Roadmap for Behavioral Health Reform

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Free and available to anyone in the Commonwealth of Massachusetts

Live interpretation in 200+ languages, with resources for deaf & hard of hearing 

Call, text, or chat to access treatment, 24/7/365

Provides warm handoffs to immediate crisis intervention, urgent, & routine services

Resources for other needs such as transportation, childcare, 

and food

Knowledgeable clinical team

• MA clinicians, Peer Specialists
• Clinical providers with expertise in crisis identification and referral services in MA

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Consistent Follow Up

• Process to ensure Individual is successfully connecting with the right services
• Within 48 hours for urgent handoffs
• Within 14 days for outpatient referrals 

Referral match & warm handoff

• Staff search for & identify providers with appropriate expertise
• Warm handoff to referring provider whenever possible and appropriate

Clinical assessment and triage

• Formalized assessment tool supports appropriate triage pathway 
• Rapid determination of immediate crisis �& completion of appropriate handoff 

Mass211

• Refer via warm handoff 
• For non-behavioral health related needs such as housing, emergency shelter, utility payment assistance, childcare, food security.

911

• Refer via warm handoff
• For medical emergency, imminent risk to self or others, or if caller asks to be transferred.

988

• Referrals transitioning to warm handoffs.
• For emotional and/or suicidal crisis support, support for emotional distress of caller or loved one.

SUD Line

• Referrals transitioning to warm handoffs.
• For substance use disorder services, pregnant and post-partum residential services, gambling intervention and treatment services.

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Community Behavioral Health Centers 

• Refer via Warm Handoff 
• Outpatient, Urgent, Community Crisis Stabilization (CCS),  Mobile Crisis Intervention (MCI) 

Behavioral Health Urgent Care

• Refer via Warm Handoff 
• Outpatient, Urgent

Other Providers 

• Refer via Warm Handoff 
• Outpatient, Other 

No-hold conference call from the BHHL with individual seeking assistance.

BHHL briefly introduces the service provider to the caller.

BHHL staff share caller's phone number in case the call disconnects.

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BHHL leaves the call by mutual agreement of all three parties before or after next steps are determined for plan of action.

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BHHL shares relevant  or requested information  (as necessary and authorized) to reduce redundancy and expedite services.

BHHL follows up with the individual to ensure needs are met and no further assistance is indicated.

Behavioral Health Help Line Materials are available in multiple languages at mass.gov/BHtoolkit

Ashleigh Miller, BOSTON AREA Rep

Ashleigh.Miller@carelon.com

Leah Arteaga, BOSTON AREA Rep

Leah.Arteaga@carelon.com

Ana Artavia-Speight, CENTRAL Rep

Ana.Artavia-Speight@carelon.com

Elyzabeth Frontaan, CENTRAL Rep

Elyzabeth.Frontaan@carelon.com

Gail Cavanaugh-McAuliffe, NORTHEAST Rep

Gail.Cavanaugh-McAuliffe@carelon.com

Mary Morrison, NORTHEAST Rep

Mary.Morrison@carelon.com

Sheila Kelly, SOUTHEAST Rep

Sheila.Kelly2@carelon.com

Erin White, SOUTHEAST/PROJECT LEADER

Erin.White@carelon.com

Melissa Santiago, WEST Rep

Melissa.Santiago@carelon.com

Hope Bussiere, WEST Rep

Hope.Bussiere@carelon.com

Becky Manseau Barnett, MANAGER

Becky.Barnett@carelon.com

BHHL contacts

Mobile Crisis

• Warm Handoff Protocol
• Remains with the person

BHHL and MCI collaborate with the person to determine next steps.

• Consider telehealth options.
• Does caller have transportation to be seen at MCI directly?
• Coordinate transportation with MCI team, if needed.

Does the caller have the support necessary to wait for MCI? 

• Assess for formal and informal supports
• Schedule check-ins with BHHL team during the wait; timeframes will be determined by caller’s clinical needs/supports present. 

What if MCI is held up? 

• BHHL team works with the individual/family to determine appropriate intermediary supports to ensure the safety of the callers.

BHHL staff work to arrange an appointment within 48 hours of contact or ASAP.

• Determine best option based on availability, insurance, and unique needs (CBHC, BH Urgent Care, or other local provider/service).
• Warm handoff protocol

BHHL and Provider collaborate with the person to determine next steps.

• Does the caller have support in place to wait for appointment?
• BHHL offers check-ins with the caller during the wait. Timeframes depend on caller’s clinical needs and supports available. 
• Consider telehealth

If all support and all service options have been exhausted, consider MCI referral. 

• Warm handoff protocol 

Follow up with the caller within 48 hours of the call into the BHHL. 

• Confirm that contact with urgent care or service provider was made.
• Check in to make sure there are no other needs at this time.

BHHL staff work to arrange an appointment within 14 days where possible.

• Determine best option based on availability, insurance, and unique needs (BH UC or CBHC Outpatient, other local provider/service).
• Warm hand off protocol unless caller requests otherwise.

BHHL and Provider collaborate with the person to determine next steps.

• Does the caller have support in place to wait for the next available appointment?
• BHHL offers check-ins with the caller during the wait. Timeframes depend on caller’s clinical needs and preference. 
• BHHL can offer connection to other supports and services during the wait.

Follow up with the caller within 14 days of the appointment. 

• Confirm that contact with the provider was made and check on appointment status.
• Check in to make sure there are no other needs at this time, or if the caller would like continued follow-up if still waiting for appointment date.