MassHealth Information

The BH CP program was created by MassHealth to help improve access to services that support MassHealth members. Your MassHealth card number remains unchanged.

Welcome Letter

Click HERE to view the welcome letter


  1. Must be a MassHealth member
  2. Must be an adult between the ages of 18 and 65
  3. Eligibility for the CP program includes members diagnosed with complex mental illness and/or substance use disorders, but eligibility is not limited to those specific populations.

MassHealth Call Center


Open: Monday-Friday, 8 AM to 5 PM

Enrollee Rights & Responsibilities

All assigned or engaged enrollees are guaranteed the following rights:

  1. The right to receive written information that is easily understood in prevalent non-English languages, oral interpretation services, and/or alternative formats based on the needs of the enrollees
  2. The right to be treated with respect and with due consideration for his or her dignity and privacy
  3. The right to receive information on available treatment options and alternatives, presented in a manner appropriate to the assigned or engaged enrollee’s condition and ability to understand
  4. The right to participate in decisions regarding his/her healthcare, including the right to refuse treatment
  5. The right to be free from any form of restraint or seclusion used as a means of coercion, discipline, convenience, or retaliation, in accordance with applicable federal law
  6. The right to request and receive any of the assigned or engaged enrollee’s medical records in the CCN’s possession, and be notified of the process for requesting amendments or corrections to such records
  7. The right to freely exercise his or her rights set forth in this section and not have the exercise of those rights adversely affect the manner in which the CCN treats the assigned or engaged enrollee
  8. Not in any way be discriminated against on the basis of the assigned or engaged enrollee’s health status or need for healthcare services
  9. The right to approve the Person-Centered Treatment Plan
  10. The right to appeal any denial, termination, suspension, or reduction in services through MassHealth or the ACO/MCO
  11. The right to request a different CP care coordinator from the CCN
  12. The right to request a different BH CP
  13. The right to submit an internal grievance to the CCN


What do services look like?

You will be assigned a Care Team (care coordinator, clinical care manager, and a nurse), which will work with you to coordinate services across a continuum of care to ensure that you are at the right place for the right services at the right time. You will be in contact most frequently with your care coordinator to work towards your goals.

How do you know what services I need?

Your care coordinator will complete a comprehensive assessment and Person-Centered Treatment Plan with you that takes into consideration physical/behavioral health needs, long-term support services, and social factors that leverage your existing relationships and community behavioral health needs.

Why was I chosen for this service?

MassHealth, ACOs, and MCOs identify members that they believe would benefit from care coordination to help navigate the complex systems of behavioral health and/or long-term support services in Massachusetts. The goal is to improve member experience, in addition to provide continuity and quality of care across all areas of health needs.

Will care coordination replace my other services?

No. Care coordination will complement your other services and help you achieve treatment goals.

How often will I have contact with my care coordinator?

Frequency of contact with care coordinators is based on individual need; however, there are certain events during which follow-up will be prompted (such as after an inpatient hospitalization).

I think I know what services would help me, but I don’t know how to get them.

Care coordinators facilitate access and make referrals to social services, including identifying social service needs, providing navigation assistance, and following up on social service referrals, involving flexible services where applicable.

MassHealth Ombudsman

The Department of Mental Health (DMH) has established an Adult Community Clinical Services (ACCS) Ombudsperson resource. The ACCS Ombudsperson helps individuals receiving ACCS and their families and caregivers to obtain information about services and resolve issues. The ACCS Ombudsperson provides assistance to individuals receiving ACCS, including their families and caregivers and can be accessed through phone or email

  1. Office Phone: (617) 626-8035
  2. Cell Phone: (857) 262-9828
  3. Email: ACCSOmbudsperson@MassMail.State.MA.US
  4. Website: Click Here

Contacting the ACCS Ombudsperson in a language other than English - If a member speaks a language other than English, they should call the Adult Community Clinical Services (ACCS) Ombudsperson at (617) 626-8035 and leave a voicemail message with their name, preferred language, and telephone number. The ACCS Ombudsperson and a language interpreter will call back within one business day.