FAQs

What is CareConnect?

CareConnect is a 24/7/365 Behavioral Health program offering a telephone hotline for CHP insureds students. CareConnect provides students with access to BH assistance within minutes instead of waiting several days or weeks for an appointment.

How do I access the CareConnect hotline?

CHP insured students can call the hotline number directly by calling 888-857-5462 or access it via the CHP Student Health mobile app.  The CareConnect phone number is also printed on the student’s CHP ID card.

Why is my school providing the CareConnect program?

We understand there is a shortage of mental and behavioral health professionals and access to providers is limited — and your school wants you to have access to assistance to the right care, at the right place and at the right time when you need care. You can call the hotline any time of day or night, at midnight, on holidays and weekends and when your school’s Student Health Center is closed.

Who will I talk with if I call the hotline?

You will automatically be connected to a licensed counselor.

What topics can I discuss when I call the hotline?

The hotline will assist with Behavioral Health concerns such as,

  • Drug Abuse
  • Alcohol related concerns
  • Cultural Diversity Issues
  • Eating Disorder/Body concerns
  • Anger Management Issues
  • Suicidal or Homicidal ideations
  • Relationship problems
  • Personal Concerns
  • Emotional Issues
  • Transition and/or adjustment issues
  • Academic stress
  • Career development

The demands of daily and family obligations

Is there a cost to use CareConnect?

There is no cost to you to use the program or its features.

Will I need to complete an assessment when I call the hotline?

Once the call is connected, the licensed counselor will go through a clinical assessment with the student on the phone to determine the appropriate care that is needed. That care may be CareConnect counseling while on the phone, a referral back to the school’s Student Health Center (SHC; for schools with an SHC), a referral to an in-network provider for a face-to-face visit. In extreme situations, it may require a referral to the Emergency Room or 911.

Will I need to contact the provider directly if I need a face-to-face visit?

No, after the initial assessment is complete while on the phone with the counselor, if a referral is necessary, the call will be transferred to the provider using a warm transfer from the CareConnect counselor.

Is there a limit to the number of times I can call the hotline?

No, students can call the hotline as many times as is necessary to talk with a counselor for the same or different reason.

Will anyone follow up with me after my initial call to the hotline?

Yes, the counselor who took the initial call will perform a follow-up call within in 48-72 hours to check-in with the caller.

If I call the hotline, will I be able to talk with someone who can speak my native language?

Yes. CareConnect has English, Spanish and Russian-speaking counselors on staff. For all other languages, CareConnect uses the AT&T Language Line which uses interpreter services.

How do the counselors answering the phone address cultural differences for students from another country?

Culturally competent counselors are aware of their own cultural groups and of their values, assumptions, and biases regarding other cultural groups, and strive to understand how these factors affect their ability to provide culturally effective services to students. All CareConnect counselors are independently licensed masters or doctorate level behavioral health counselors with education and training on the core skill sets that enable counselors to work with diverse populations.  CareConnect Counselors have an average of over 11 years of clinical experience and are required to complete ongoing continuing education to enhance competence in all areas of counseling, including cultural competence.

 

CHP Student Health plans are underwritten by Commercial Casualty Insurance Co., Atlanta International Insurance Co., or National Guardian Life.