Back to Insights and Updates for ProvidersDecember 2023

Crisis resource reminder for Massachusetts members

Harvard Pilgrim Health Care Commercial  |  Tufts Health Plan Commercial  |  Tufts Health Public Plans

In support of the goal to connect members to behavioral health services close to home, school, and work, we’re reminding providers that Massachusetts members of Harvard Pilgrim Health Care commercial, Tufts Health Plan commercial, and Tufts Health Public Plans can access the state-wide network of Community Behavioral Health Center’s (CBCH’s) Mobile Crisis Intervention (MCI) and Community Crisis Stabilization (CCS) programs.

Available through the Massachusetts Roadmap to Behavioral Health Reform initiative, both CBHC programs serve adults and youth, with MCI providing access to 24/7 site- and community-based mobile crisis assessment, intervention, and stabilization. Through CCS, members are eligible for 24/7, staff-secure crisis care that encompasses safe, short-term, medically necessary treatment in a voluntary, community-based environment that is less restrictive than inpatient psychiatric hospitalization.

As we’ve noted in past communications, neither MCI nor CCS require prior authorization. However, notification of admission to a CCS within a CBHC must be provided within 72 hours of admission. You can provide notification through our secure HPHConnect and Tufts Health Plan provider portals or by contacting your Behavioral Health utilization manager. Billing requirements for MCI services (H2011) and CCS services (S9485) can be found in the Behavioral Health and Substance Use Disorder Payment Policy.

For patients needing urgent assistance, the Massachusetts Behavioral Health Help Line (BHHL) is also available around the clock to help individuals who are struggling find the appropriate level of behavioral health care. Another of the Roadmap to Behavioral Health Reform’s programs, the BHHL provides clinical assessment, treatment recommendations, and assistance connecting callers in real time to providers within their communities. The BHHL team can be reached by phone or text at 833-773-BHHL (2445), by chat at, and via TTY at MassRelay at 711.

We encourage all providers to share information on these key behavioral health resources with your patients. Downloadable fact sheets detailing the CBHC’s MCI, CCS, and BHHL programs can be found on the website at

Audrey Kleinberg,
Director, Provider Relations & Communications

Annmarie Dadoly,
Senior Manager, Provider Communications

Joseph O’Riordan, Susan Panos, Ryan Francis, Stephen Wong,

Kristin Edmonston,
Production Coordinator

Kristina Cicelova,
Graphic Designer