05 - Non-Med Counseling Warm Hand-Off.docx

Military OneSource Program Policies and Procedures Attachment 05

SUBJECT: NON-MEDICAL COUNSELING WARM HAND-OFF

DATE: 08/08/23

PURPOSE: To provide information and guidance on Warm Hand off for the Military OneSource Program. The Contractor is responsible for ensuring Military OneSource staff and network providers are aware of and adhere to the warm hand-off and referral policies and procedures. The Contractor is responsible for ensuring that these policies and procedures are reflected in the Contractors business processes.

POLICY: The procedures for a warm hand-off will ensure that participants do not have to repeat their story/issue when a third-party agency is engaged in the discussion or referral. During the warm hand-off, the contractor staff or network provider shall, at a minimum, maintain a no-hold telephonic connection and clearly convey that the participant’s issues are out of scope, or in need of specialized services not provided by Military OneSource, and ensure a verbal connection is completed prior to exiting the warm handoff telephone connection. No identifying information or referral shall be provided without the expressed and documented consent of the participant.

PROCEDURE:

1. If a participant who requests non-medical counseling has an issue determined to be out of scope for services, a warm handoff is required.

2. Once a contract staff or network provider realizes a Military OneSource participant has needs outside the scope of non-medical counseling, they must refer them to the appropriate mental health resources. It is best practice to witness the client connecting with this treatment referral.

3. The contractor staff or network provider shall ensure the following steps are completed during the warm handoff or referral:

a. Assess issues and behaviors outside the scope of EAP.

a. Discuss treatment/care options with the client.

b. Reinforce Military OneSource’s assistance and role in moving the participant to the appropriate level of care.

c. Identify the client’s treatment resource, such as insurance or military facility.

d. If Active-Duty service members are out of scope due to Substance Abuse issues and refuse referral to the military substance abuse treatment program or Tricare, assistance in obtaining a referral to community programs and resources for the service member will be offered.

e. While in the network provider’s office, assist the participant with the call to the insurance company, military facility, or other resource.

f. Assist the client with any needed benefit and resource interpretations/understandings.

g. Encourage and witness the client connect with the appropriate resource.

h. Reinforce the importance and benefit of this transition.

i. Support and encourage follow through with the treatment appointment.

EXCEPTIONS: There are no exceptions to this policy without Government Military OneSource Program Office written approval.