Chapter 6 · Service model
Behavioral Health & Substance Use Care Navigator.
A proposed clinic-based position that turns confusing, stigmatized care into understandable next steps—without replacing physicians, therapists, social workers or peer specialists.
Purpose and scope
The bridge
Screen access needs, explain plain-language care plans, perform warm handoffs, coordinate social supports and help patients prepare questions.
The boundary
Does not diagnose, prescribe, independently provide psychotherapy, promise confidentiality beyond policy, or advise leaving abuse without safety planning.
Core workflow
- Welcome — Normalize help-seeking; ask language, disability and privacy needs.
- Screen — Use validated tools only with training and defined escalation pathways.
- Clarify — Separate symptoms, side effects, urgent risk, misinformation and practical barriers.
- Connect — Warm handoff to licensed care, peer support, benefits, housing or advocacy.
- Follow — Confirm understanding, access and safety; document minimum necessary information.
Recommended qualifications
Bachelor’s-level behavioral-health, public-health or social-service preparation (or comparable lived-experience pathway); motivational interviewing, trauma-informed care, suicide-risk escalation, substance-use fundamentals, cultural humility, HIPAA/privacy, disability access, domestic-violence safety and supervised referral training. Credentialing and title must match state law and employer policy.
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What Is a Care Navigator?
A care navigator is someone who helps another person find, understand, and access services and support. In formal healthcare settings, this is a professional role. In everyday life, it is what friends, family members, neighbors, and community members do naturally when someone they care about is struggling.
You do not need a license to help someone find a therapist, prepare for a doctor’s appointment, or look up a hotline. You just need willingness and the right information.
Preparing Questions Before an Appointment
Medical and mental health appointments move quickly. Prepared questions get better answers. Help the person you’re supporting write down:
Finding Services
Dial or text 211 in the U.S. for local referrals to food assistance, housing, mental health, transportation, and more. Free and available in many languages. 211.org
Find mental health and substance use treatment facilities: findtreatment.gov
Find federally qualified health centers that serve patients regardless of ability to pay: findahealthcenter.hrsa.gov
Affordable therapy with licensed therapists: openpathcollective.org
Making a Warm Referral
A warm referral is when you personally connect someone to a resource — rather than just handing them a number. It significantly increases follow-through.
- Ask: “Would it help if I looked up the number together with you right now?”
- Offer to sit with them while they make the first call
- Offer to accompany them to an appointment if they want company
- Follow up — “Did you get a chance to call? How did it go?”
- Do not pressure or take over — the goal is to make it easier, not to make decisions for them
You Are Already Helping
The fact that you are looking for ways to help someone matters deeply. You do not have to have all the answers. Being present, being willing to look things up, and following through — that is care navigation.
This resource is free. No purchase is required to access You Matter support and education.
Key navigation resources
- 211 — Dial or text for local social services · 211.org
- SAMHSA Treatment Locator — findtreatment.gov
- HRSA Health Center Finder
- Open Path Collective — Affordable therapy
- 988 Suicide & Crisis Lifeline
- NAMI HelpLine — 800-950-6264
You matter here. This free guide mirrors the You Matter Learning Hub by BeUnique / Opulent Style. Educational information—not diagnosis, legal advice or emergency care. No purchase is ever required. Quick Exit changes the page but cannot erase browser, network or account history.