The program shall be aligned to achieve the following goals and objectives, which include but are not limited to: 1. Provide information and support to incoming calls including support for when member request referrals to specialty mental health and/or substance use services. 2. Provide member grievance or appeal information on how to contact the BHSD Quality Assurance Division (QAD). Proposer shall be trained on BHSD's grievance process, enabling the proposer to support the member who is seeking to file a grievance. This will include notification to BHSD QAD, allowing them to track and follow up on any grievance or expressions of dissatisfaction. 3. Screen all individuals with Medi-Cal, Medicare, or no health coverage utilizing the BHSD screening tool and refer to the most appropriate provider within the BHSD network using a County-approved referral process. This may include forwarding screening tools to the individuals Medi-Cal Managed Care Plan (medical plan) if they screen as needing Non-Specialty Mental Health Services. 4. Refer individuals with commercial health insurance or other health coverage back to their health plans for screening and referral. 5. Process urgent calls as they present, and engage emergency services (i.e., 911) or refer to the 988 Crisis line as appropriate.
