Just as CPR training gives people the skills they need to help in a medical emergency, Mental Health First Aid offers a framework to appropriately help members experiencing a mental health crisis or who have questions about their behavioral health benefits.
“Mental Health First Aid training teaches our employees the skills they need to respond to mental health issues and crises,” said Aaron Murphy, customer service trainer and Mental Health First Aid instructor. “It also creates a space for us to talk openly about mental health topics so we can stomp out the stigma that is still so closely tied to the mental health conversation.”
Cambia began offering Mental Health First Aid training in 2019 to our customer service professionals who speak with members of our regional health plans on the phone every day.
A key element of the training is the Mental Health First Aid Action Plan, or ALGEE:
- Assess for risk of suicide or harm
- Listen non-judgmentally
- Give reassurance and information
- Encourage appropriate professional help
- Encourage self-help and other support strategies
The course teaches trainees how to apply the Action Plan in a variety of situations, including panic attacks, suicidal thoughts or behaviors, non-suicidal self-injury, hallucinations or delusions, overdose or withdrawal from alcohol or drug use or reaction to a traumatic event.
After initially providing Mental Health First Aid training to customer service representatives, the training was extended across the company. Managers can request training for their teams, and individuals can sign up for open training sessions.
Over 300 Cambia employees have participated in the training to date.
