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Find the answers to frequently asked questions about the inTransition program.
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inTransition
Q1:
Who is eligible?
A:
All service members and veterans:
- Any service member or veteran who is serving or has ever served can use the program to locate a new psychological health care provider or to transition care from a current psychological health care provider to a new psychological health care provider
- InTransition supports active duty, reserve, and National Guard service members and veterans, regardless of current activation status
- InTransition supports all service members and veterans regardless of duration of service, time since discharge, or category of discharge
Q2:
When does DOD encourage providers to refer service members to the inTransition program?
A:
Transferring service members with mental health conditions or concerns who are currently receiving care are eligible for assistance under this program. The patient population to be served may include, but is not limited to, service members who:
- Are/have been receiving psychological health care scheduled for a permanent change of station (PCS) or an extended temporary duty station
- Were wounded, ill or injured and are/have been receiving psychological health care and are returning to home station following rehabilitative care at a military treatment facility (MTF), Warrior Transition Unit (WTU) or Department of Veterans Affairs (VA) facility
- Are/have been receiving psychological health treatment and are separating from active duty or are transitioning to the VA or TRICARE network
- Are in the reserve components being activated and are/have been receiving behavioral health care and must transition VA care to an MTF or TRICARE network
- Are making any transition from one location to another, including a deployed setting and are/have been receiving psychological health care, and do not fall into one of the categories above
Q3:
What is DOD automatic enrollment?
A:
All service members leaving military service who have received psychological health care within one year prior to their separations will be automatically enrolled in the inTransition program, but may decline participation at any time.
Q5:
What is the benefit of calling the inTransition program?
A:
InTransition coaches have the experience needed to make a solid connection with service members/veterans. For people transitioning their care, the coaches can help guide and empower them to a successful transition to their gaining provider. This hands-on guidance maintains the valuable care provided and supports health and readiness. InTransition gives the maximum opportunity for continuation of that progress. For people seeking to establish care, inTransition coaches share extensive knowledge of DOD, VA, and community health care resources. With the help of an inTransition coach, service members/veterans can avoid common barriers to care and quickly access needed services.
Q7:
What services do the inTransition program coaching staff provide?
A:
- An intake process to confirm service members' interest in participating, demographics, and current and gaining provider information, if available
- Telephonic coaching sessions using motivational interviewing techniques that empower service members to determine their own paths to continue in care and improve their well-being
- Answers to service members' questions about mental health care, treatment methods and techniques, provider types, outcomes measurement, etc.
- Information on the use of military support services, community resources and support groups
- The inTransition program does not replace case management of medical conditions or referral services that are already being provided
Q9:
Do I need to obtain a written release of information to make a referral to the inTransition program?
A:
No. The vendor executing the contract for the inTransition program is a recognized business associate of the Defense Health Agency, and must comply with the Health Insurance Portability and Accountability Act (HIPAA) regarding privacy and security of individually identifiable health information. Neither written consent by the patient, nor a signed authorization of disclosure form, is required to refer the service member/veteran to the inTransition program. Furthermore, the vendor executing the inTransition contract will ensure that applicable privacy and security requirements are strictly maintained in accessing, handling, reporting, documenting and storing patient-related information, whether paper or electronic. Applicable privacy and security requirements include those under the Privacy Act, HIPAA, the Alcohol, Drug Abuse and Behavioral Health Reorganization Act (ADAMHRA), and implementing DOD guidance.
Q11:
What qualifications do inTransition coaches have?
A:
All inTransition coaches are licensed, masters-level psychological health clinicians with a minimum of three years of post-masters-level experience. They are trained in motivational interviewing, understand military culture, and are knowledgeable in mental health, substance abuse, and community and military resources. They are aware of the various eligibility statuses of service members in programs such as TRICARE Reserve Select, the Early Identification Program, the TRICARE Transition Assistance Management Program, and the active duty Military Health System. They are aware of veteran eligibility statuses for care through Veterans Health Administration (VHA) Medical Centers, Veterans Benefits Administration Vet Centers, and no-cost community resources.
Q14:
What specific coaching services are provided?
A:
Our inTransition coaches employ interventions that are appropriate for the individual, including assistance with developing an action plan or setting goals; encouragement with the use of adapting strategies; responses to mental health questions related to diagnosis or life issues; self-management materials; decision support for treatment options; and encouragement to make healthy choices to support well-being.
Q16:
Does the inTransition coach identify and handle the transition to the gaining provider?
A:
Our inTransition coaches encourage service members/veterans to establish their initial appointment with the gaining provider. If an appointment with a gaining provider has been established at referral, the coach and service member/veteran work together to prepare the service member/veteran for the first appointment and deal with any issues that may impact follow-through and engagement with the new provider. If the gaining provider has not been identified, the coaching staff researches and helps the service member/veteran understand the transition process of the gaining organization and, if appropriate, assists the service member/veteran in making an appointment at the gaining organization.
Q18:
What are the hours of operation?
A:
The inTransition program is accessible 24 hours a day, 7 days a week, 365 days a year via a toll-free phone number, email, or online chat:
- 800-424-7877 (CONUS)
- 800-748-81111 (OCONUS in Australia, Germany, Italy, Japan, and South Korea only)
- Live Chat
- E-Mail
Q19:
Is the inTransition program a "call center?"
A:
No. While service members/veterans have telephone access to the inTransition program 24/7, the inTransition program differs from a call center in that service members/veterans are assigned a one-on-one coach who will maintain active contact with the service member/veteran until his or her follow-on care is established with the new provider. Coaches will routinely initiate calls to the service member/veteran on at least a weekly basis.
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Last Updated: July 31, 2024