inTransition Program - FAQ for Providers

Eligible Population & Referral Procedures

Role of the inTransition Coaches

Contact Information

Eligible Population & Referral Procedures

Who is eligible for this program?

  • Service members who recently received or are receiving behavioral health care scheduled for a permanent change of station (PCS) or an extended temporary duty station.
  • Wounded, ill and Injured service members who recently received or are receiving behavioral 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 (DVA) facility.
  • Service members who recently received or are receiving behavioral health care and are separating from active duty or otherwise are transitioning care to the DVA or TRICARE network.
  • Reserve component service members being activated who recently received or are receiving behavioral health care and must transition DVA care to an MTF or TRICARE network.
  • Service members making transitions from one location to another, including a deployed setting, who are/have been receiving behavioral health care, and who do not fall into one of the categories above.

When should I call the inTransition program on behalf of a service member I'm treating?

You should contact inTransition when: (a) terminating with a servicer member who notifies you (or you receive documentation) of a change in his/her status or location, and (b) continued mental health treatment is recommended following the service member's transition.

What's the benefit of calling the inTransition program?

The valuable care you have provided to the service member, and the progress you've made in supporting his or her health and readiness, have the maximum opportunity for continuation if you connect the service member with the inTransition program. The inTransition coaches have the experience needed to make a solid connection with the service member and help ensure successful transition to a gaining provider.

Should all military health care professionals refer to the program?

According to DoD Health Affairs policy, the military services are directed to utilize the inTransition program in accordance with program guidance provided, unless a program is already in place to address gaps in transitional behavioral health care.

What is the range of service the inTransition program provides?

The program's coaching staff provides:

  • An intake process to confirm service members' willingness to participate, demographics, and current and gaining provider information if available.
  • Telephonic coaching sessions utilizing motivational interviewing techniques that empower service members to determine their own paths to continuing in care and improving their well being.
  • Answers to service members' questions about mental health care, e.g., treatment modalities and techniques, provider types, outcomes measurement, etc.
  • Information on the use of military support services, community resources and support groups.

What information should I share with the inTransition coaching staff when I call?

Health care providers will provide the following essential information to an inTransition coach at the time of referral:

  1. Service member name
  2. Complete telephonic and electronic service member contact information (home phone number, cell phone number, and e-mail address)
  3. Service member destination or discharge status (e.g., Permanent Change of Station destination, discharge from active duty, etc.)
  4. Diagnosis

Do I need to obtain written release of information to make a referral to inTransition?

No. The vendor executing the contract for the inTransition program is a recognized business associate of the TRICARE Management Activity (TMA), and must comply with the Health Insurance Portability and Accountability Act (HIPAA) regarding privacy and security of individually identifiable health information. Thus, neither written consent by the patient, nor a signed authorization of disclosure form, is required to refer the service member to the inTransition program. 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 Department of Defense (DoD) guidance.

Does the service member need to be present when the provider makes the call to the inTransition program?

No. Providers can call into the inTransition program with or without the service member being present.

Role of the inTransition Coaches

Do the inTransition coaches have any unique qualifications?

Transition support coaches are licensed, masters-level behavioral health clinicians with a minimum of three years of post-masters-level experience. The transition support coaches are trained in motivational interviewing, understand military culture, and are knowledgeable in mental health, substance abuse, and community and military resources. They are also 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.

Does the coach provide telephonic therapy or other health care services?

No. Coaches are not intended to act as a substitute for or replacement of mental health care, but they do facilitate access to and continued use of mental health services by service members.

Why is it required that inTransition coaches must be licensed mental health providers if they are not providing mental health treatment?

The transitional support coaches provide coaching services. As licensed professionals, they have specialized skill sets necessary for the success of the program (e.g., the ability to establish and maintain rapport with clients; knowledge of mental health concepts, treatment models, and complex systems of care).

What specific coaching services are provided?

The inTransition coach employs 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.

What if the service member experiences a crisis during the transition period?

The inTransition program is not intended to be a suicide hotline or crisis intervention line. However, in a crisis, the inTransition coach will ensure the service member is referred to local resources, and will encourage the service member in distress to take steps to ensure their safety.

Does the inTransition coach identify and handle the transition to the gaining provider?

The inTransition coach works with the service member and encourages the establishment of an initial appointment with the gaining provider. If an appointment with a gaining provider has been established at referral, the coach and service member work to prepare the service member 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 understand the transition process of the gaining organization and, if appropriate, assists the service member in making an appointment at the gaining organization.

Does the coach serve as a case manager if the service member I'm treating has complex needs?

No. Coaches are not intended to replace or supplant the functions of case managers assigned to complex cases. inTransition is not a mental health case management program but a coaching program that provides service member education, expert information and support.

Contact Information

What are the hours of operation of the inTransition program?

The program is accessible via toll-free phone number 24 hours a day, 7 days a week, 365 days a year.

Is the inTransition program a "Call Center?"

No. While service members have telephone access to the inTransition program 24/7, the inTransition program differs from a call center in that service members are assigned a one-on-one coach who will maintain active contact with the service member until his or her follow-on care is established with the gaining provider. Coaches will routinely initiate calls to the service member on at least a weekly basis.

How do I contact the program and where can I go for additional information?

You can reach the inTransition program at the following phone numbers:

1-800-424-7877 Inside the United States;
1-800-424-4685 (DSN) Outside the United States toll-free; or
1-314-387-4700 Outside the United States collect.

Also, you can navigate to the inTransition homepage to find quick reference information and materials you can use for communication about the program within your facility and with your service members.