Behavioral health crises are on the rise across the country. We sat down with Matt Hardin, crisis system director, Idaho, and Rebecca Mutchler, senior director business development, Magellan Healthcare, about how Magellan Crisis Connect 360 is closing gaps in crisis response and helping states build coordinated, community-based systems that improve access, strengthen accountability and support lasting recovery.

Why is an effective behavioral health crisis system so important right now?

Rebecca: Communities across the country are facing growing mental health and substance use challenges. Emergency departments and law enforcement are often the first to respond, even though they aren’t designed for behavioral health crises.

Matt: An effective system ensures:

• Timely access to care when it’s needed most
• Safe, community-based alternatives to hospitalization or incarceration
• Improved coordination between providers, payers and public agencies

Ultimately, it’s about saving lives and helping people recover in the least restrictive setting possible.

What is Magellan Crisis Connect 360?

Matt: Magellan Crisis Connect 360 is our coordinated approach to managing behavioral health crisis care for states and regions. It connects call centers, mobile response teams, and crisis stabilization facilities and units under a single accountable entity to deliver truly coordinated care.

Rebecca: The goal is simple—ensure people get the right care faster, reduce reliance on emergency rooms and law enforcement and improve outcomes for individuals, families and communities.

What shared challenges do states, communities and providers face in delivering crisis services?

Rebecca: Most crisis systems operate in silos with different agencies managing various parts of the response. This typically leads to:

• Confusion about who’s responsible for what
• Delays or gaps when people move between services
• Limited data sharing or outcome tracking

Addressing these challenges requires consistent standards, strong partnerships and clear accountability across all parts of the crisis system.

How does Magellan Crisis Connect 360 address these challenges?

Matt: We bring all parts of the crisis system together under one coordinated structure called a single accountable entity. That means one organization oversees the entire continuum of care, from the first call through post-crisis follow-up, so everyone knows who’s responsible for what.

Rebecca: Crisis Connect 360 also strengthens coordination between providers and agencies, ensuring individuals move seamlessly between services without gaps in care. Our shared data systems and public-facing dashboards promote transparency and collaboration, helping states track outcomes, identify trends and continuously improve performance.

How does the single accountable entity approach benefit communities and stakeholders?

Matt: By placing accountability and coordination under one umbrella, the single accountable entity approach ensures decisions are made with the entire system in mind. It streamlines communication, reduces administrative complexity and keeps partners aligned around shared goals.

Rebecca:  For communities, that translates into:

• Expedited connections to crisis services
• Consistent quality and experience across providers
• Stronger collaboration between behavioral health, emergency and community-based services

What makes Magellan Crisis Connect 360 different from other crisis response models?

Rebecca: Many crisis models focus on individual components, like call centers or mobile response, without fully connecting the system. Magellan Crisis Connect 360 takes a more comprehensive approach, integrating people, processes and technology into a single accountable framework.

Matt: The model is clinically informed, guided by standardized assessments and evidence-based practices that ensure consistent, high-quality responses. Real-time coordination connects crisis lines, mobile teams and stabilization services, while public dashboards provide transparency and accountability.

Rebecca: As a leader in crisis care transformation, Magellan brings decades of experience building data-driven, community-based systems that strengthen system-level resilience and help reduce unnecessary emergency room use and justice system involvement. It’s more than a response model. It’s a connected, sustainable system designed to improve outcomes and long-term recovery.

What are the core components of the Magellan Crisis Connect 360 model?

Matt: At its core, Crisis connect 360 brings together the people, tools and technology  needed to make crisis care seamless and effective. The model includes:

• Around-the-clock crisis response through a dedicated call center available to respond via call, text or chat, GPS-enabled mobile dispatch and follow-up to make sure people stay connected to the support they need.
• Consistent assessment tools that help determine a person’s level of risk and guide the right response at the right time.
• Personalized crisis plans and follow-up that are designed around each person’s needs and the resources available in their community.
• A compassionate workforce with lived experience that offers peer support, so individuals get help navigating services from someone who truly understands.
• Transparent public dashboards that share performance data and outcomes to help systems improve and stay accountable.

How does the model integrate with 988, behavioral health crisis lines and other community resources?

Matt: Crisis Connect 360 was built on SAMHSA’s best practices. Our crisis call center offers a place to call for individuals and families to outreach during a crisis. Calls to the 988 Suicide and Crisis Lifeline or behavioral health crisis lines are triaged and routed directly to local crisis teams.

Rebecca:  Community partnerships ensure individuals receive the right care, in the right place, at the right time. This connected approach helps reduce unnecessary hospitalizations and keeps people supported within their own communities.

What role does technology play in ensuring timely, coordinated crisis response?

Matt: Technology really is the backbone of Crisis Connect 360. It’s what keeps every part of the system connected and responsive. Our platform supports real-time triage and routing, so people get help faster. It also gives providers shared access to the same information, which helps everyone stay on the same page.

Rebecca:  Public dashboards promote data transparency and track outcomes so states and communities can see how their systems are performing and make informed decisions about where to focus resources.

What evidence or data shows that Magellan Crisis Connect 360 improves outcomes?

Matt: The model is grounded in evidence-based practices, and we’re already seeing measurable improvement in Idaho where Crisis Connect 360 has been in place for over a year. Current data shows:

• 83% of crises are resolved over the phone, meaning most callers receive the help they need without requiring in-person intervention.
• 86% of crises involving a mobile response team are resolved in the field. This avoids unnecessary hospitalization or law enforcement involvement.
• 92% of individuals served through stabilization programs are discharged back to the community after receiving short-term support.

Rebecca:  These outcomes demonstrate the power of a coordinated system that connects people to timely community-based care and supports recovery beyond the initial crisis.

How does the model help improve efficiency and quality of care?

Rebecca: Crisis Connect 360 is designed to make the best use of every dollar invested in behavioral health crisis care. By coordinating services under a single accountable entity, the model reduces duplication, directs resources where they’re most effective and supports community-based care over higher-cost emergency settings.

Matt: Transparent performance dashboards give partners a clear view of outcomes and resource use, helping guide smarter reinvestment in programs that deliver results. This accountability and visibility make Crisis Connect 360 a financially sustainable approach to improving access, quality and long-term impact.

Can you share a real-world example of the program making a difference?

Matt: One story that really stayed with our team came from an elderly man in a small Idaho community. A friend called the crisis line out of concern for his safety and wellbeing. Our mobile response team arrived within 20 minutes and spent nearly three hours talking with him. He shared that he was experiencing emotional abuse and neglect in his home, with limited access to food and basic needs.

Although he declined additional services at that time, the team recognized the seriousness of the situation and contacted Adult Protective Services and Child Protective Services to ensure the safety of everyone in the home. Several months later, the team happened to run into him in the community. He told them, with support from APS, he had moved to a safe and stable home and said he “had not been this happy in years.”

It’s a reminder that even when outcomes aren’t immediate, coordinated crisis response can change the course of someone’s life.

Looking ahead: Sustainability, adaptability and what’s next

Rebecca: Crisis Connect 360 is designed not only to improve outcomes today but to stay sustainable and adaptable for the future. By coordinating every element of crisis response under a single accountable entity, states and communities can maximize impact and ensure resources are used where they matter most.

Matt: The model’s flexibility allows each state, region or community to tailor its approach, expanding mobile response in rural areas, deepening community partnerships in urban settings and customizing care for youth, older adults and individuals with complex needs.

Rebecca: Looking ahead, Magellan Healthcare is focused on scaling the model across more states, deepening data transparency and continuing to strengthen partnerships that drive faster, more coordinated care across the public sector.

To learn more about how Magellan Crisis Connect 360 is transforming crisis visit here.

Gifting presence: Making time for self-care

The holiday season often comes wrapped in ribbons of joy—but also tangled in stress, unrealistic expectations and exhaustion. This year, focus on reducing seasonal stressors and prioritizing wellbeing, connection and quality time.

Slow down and approach the holidays with more heart and less hustle, remembering that the most valuable gift you can give is your full, present self.

Self-care is essential, not selfish

Too often, we put ourselves last on the to-do list. But remember, your emotional wellbeing is the foundation for being able to truly show up for those you love. Here are five simple ways to nurture yourself each day:

1. Start each day with intention. Even 10 minutes of quiet can shift your energy.
2. Say no, gracefully. Boundaries are a beautiful act of self-respect.
3. Establish tech-free time. Be authentically there. Listen fully and laugh freely.
4. Move your body mindfully. Stretch. Walk. Breathe.
5. Rest unapologetically. Renewal comes through sleep, stillness and true downtime.

Choose peace over perfection

You don’t need a perfect dinner or fancy decorations to make the holidays special. Focus on connection, laughter and shared moments. Order takeout, wear comfy clothes and do what nourishes you, not what drains you. The holiday season can be joyful, but it can also bring stress. Here are some tips to help you enjoy a calmer, happier holiday:

• Be realistic about what you can accomplish. Don’t aim for perfection; simplify and downsize wherever possible.
• Avoid heavy debates. If someone brings up an uncomfortable topic, stay calm and politely change the subject.
• Try new traditions. If old holiday rituals feel burdensome, experiment with new ways to celebrate.
• Stay active. Physical activity is a strong stress reliever and helps burn extra holiday calories. Consider going for a walk before or after meals.
• Moderate alcohol consumption. Alternate alcoholic drinks with water, or choose non-alcoholic beverages.
• Take breaks during events. Step outside for a few minutes to reset if social situations feel stressful.

Working on emotional wellbeing

An important part of emotional wellbeing is being able to regulate our moods, thoughts, impulses and choices in
all kinds of situations. People with high emotional wellbeing actively manage their feelings when confronted with
change, uncertainty and even hardship.

To better control your emotions, try mindfulness techniques like meditation or deep breathing. When you experience
upsetting emotions, remind yourself to calm down, breathe and think clearly. Don’t react until you feel like you have
your emotions under control.

In a season full of noise, choose presence. Give yourself permission to rest, breathe and just be, so you can show up fully for the ones who matter most. Take care of yourself this season. You deserve a stress-free holiday!

Visit MagellanHealthcare.com/2025-Holidays for more information and helpful resources.

Spotlight Magellan gives colleagues and those we collaborate with the opportunity to get to know Magellan employees beyond the surface through facilitated interviews that explore their personal interests, experiences, and aspirations. Through intentional engagement, Spotlight Magellan fosters a sense of community and connection, strengthening relationships and creating a more enriching shared experience.

This month, we’re getting to know Mary Connole, senior paralegal, regulatory. Mary has been with Magellan since 1992.

Continue reading to learn more about Mary:

What’s your favorite thing to do on the weekends?

I have a few things I rotate on different weekends that include going to our local ceramic shop to work on a current project, visiting with my friends, going golfing with my husband or side-by-side (UTV) rides. Pretty much anything outside.

What’s your favorite way to use your PTO?

My husband and I try to go on a cruise every year with my cousin, his wife and our granddaughter. We also like to go camping around southern Nevada with our Shi Tzu Dotty and my cousins who also live nearby. We also enjoy using the time off to plan reunions and spending time with good friends and family.

What is the furthest place you’ve traveled (or would like to travel to one day)?

The furthest place I have traveled to is the Southern Caribbean. My bucket list destination is to go on a Panama Canal Cruise and also cruises to Australia and South Pacific Islands after retirement. Anywhere with a beach!

What’s the best piece of advice you’ve ever received?

The best piece of advice I have received is that change is inevitable and is going to happen whether you are ready and agree with the change or not. Try to just accept it and move on. You will never be given any more than you can handle.

Do you have any pets? Tell us about what quirky personality traits your animals have!

We have one dog named Dotty. She is an 11-year-old Shi Tzu. She is an older dog but still acts like a puppy sometimes. She is also quite the diva! She has been known to interrupt a Teams call to bark at me to let me know I have been sitting at my desk for too long and need to get up and move. She also may be just a little spoiled!

Family caregivers are the unsung heroes who provide vital support to older adults and people with disabilities. In the U.S., over 53 million family caregivers (up from 43.5 million in 2015) give unpaid care to loved ones—often while juggling jobs, family and their own wellbeing.

• 61% manage caregiving while working full- or part-time.
• 60 – 70% are women.
• 72% skip regular doctor visits because of their responsibilities.
• 41% report low overall wellbeing, and nearly half (47%) have experienced anxiety, depression or other mental health challenges in the past year.
• 45% have faced at least one financial hardship due to caregiving.

Experts remind caregivers: you don’t need to be perfect. Focus on what you can control, take one day at a time and make space for your own care. Visit MagellanHealthcare.com/about/bh-resources/mymh or call your program for confidential mental health resources.

Working on Social Wellbeing

• Those people with social wellbeing have strong interpersonal relationships and have love in their lives that gives them positive energy. It helps to maintain multiple close relationships that encourage you to achieve, be healthy and enjoy life.
• It’s wise to cultivate your existing relationships: strengthen your family bonds and nurture your friendships. Always seek out new connections and participate in your community. Share your talents for the benefit of those around you.

Spotlight Magellan gives colleagues and those we collaborate with the opportunity to get to know Magellan employees beyond the surface through facilitated interviews that explore their personal interests, experiences, and aspirations. Through intentional engagement, Spotlight Magellan fosters a sense of community and connection, strengthening relationships and creating a more enriching shared experience.

This month, we’re getting to know Micaela Caulkins, manager of human resources service operations. Micaela has been with Magellan since 2018.

Continue reading to learn more about Micaela:

Describe a typical workday in your life.

My day centers around leading the HR Resource Team, which plays a key role in supporting employees by addressing their inquiries through VERN. I collaborate cross-functionally to ensure employee needs are met efficiently and effectively. In addition, I’m involved in process improvement initiatives aimed at enhancing the employee experience and optimizing HR systems. I also support HR related customer and regulatory body audits, manage regulatory reporting requirements and coordinate with Centene contacts on certain non-benefits related insurance matters. The variety and dynamic nature of this role keeps every day engaging and that is one of the aspects I enjoy most.

What is the farthest place you’ve traveled (or would like to travel to one day)?

My fiancé and I love to travel and experience different cultures. The farthest place I have traveled so far is southern Italy, which was beautiful to visit in early fall. One day, I hope to explore New Zealand especially for the hiking and its incredible natural scenery.

What’s the best piece of advice you’ve ever received?

The best piece of advice I received is that growth happens outside of your comfort zone. It is something I remind myself of often whether I’m taking on a new project at work or trying something new in my personal life. Every challenge is an opportunity to learn and grow.

What’s your favorite thing to do on the weekends?

I love spending as much time as possible outdoors on the weekends. My ideal weekend starts with coffee from one of my favorite local spots, followed by hiking, a beach walk, a tennis match or quality time with family and friends.

Do you have any pets? Tell us about what quirky personality traits your animals have!

I have a labrador retriever named Finn, and he has such a fun-loving personality. He’s completely obsessed with soccer balls, if he sees one he’ll almost always steal it and sprint away like it’s his greatest prize. Finn loves meeting new people and dogs, and when he’s excited, he gets the zoomies and does tight little circles at top speed. Every so often, he’ll make a cameo in the background of a Teams call.

Mental health plays a crucial role in every aspect of life: work, relationships, physical health and overall wellbeing. Mental health screenings are a simple and effective way to check in on how you’re feeling and identify whether symptoms of conditions like depression or anxiety might be present. A mental health screening is a brief questionnaire designed to spot signs of potential concerns. It’s not a diagnosis, but it can help you or a loved one decide if it’s time to reach out for professional support.

Why screen?

• Depression and other mental health issues can affect anyone regardless of age, background or lifestyle.
• Screenings can catch early signs before symptoms become more serious.
• Early support can lead to better outcomes and prevent long-term impacts.
• Treatment can improve daily functioning and quality of life at work, school and home.

Visit MagellanHealthcare.com/about/bh-resources/mymh or call your program for confidential mental health resources.

Spotlight Magellan gives colleagues and those we collaborate with the opportunity to get to know Magellan employees beyond the surface through facilitated interviews that explore their personal interests, experiences, and aspirations. Through intentional engagement, Spotlight Magellan fosters a sense of community and connection, strengthening relationships and creating a more enriching shared experience.

This month, we’re getting to know Kimberly Elias, sales executive for the employer market. Kimberly has been with Magellan since 2022.

Continue reading to learn more about Kimberly:

Describe a typical workday in your life.

A typical workday involves connecting with employers and insurance brokers in the Southeast and Midwest markets and sharing how Magellan can provide them with the best and most effective wellbeing solutions for their employees and their organization. My days involve extensive collaboration, outreach to decision-makers, education and navigating the complex nuances that come along with forging meaningful partnerships. I love strategizing and collaborating with my Magellan business partners and creating win-win situations for Magellan and our clients.

Do you have a favorite recipe you love to make (or have made for you)?

Coconut curry chicken is my go-to for some homemade comfort food. The secret ingredient is the right amount of garam masala and lemongrass.

In one word, how would your family and friends describe you?

Difference maker.

Who (dead or alive) inspires you and why?

My maternal grandparents will always be my biggest inspiration and my heroes in life. They were married for over 56 years and provided me with a very loving and stable childhood. They modeled unconditional love and showed me that no matter where you come from or what your circumstances are, you can create and achieve the life you desire. My pop pop was a country boy from Oklahoma who served his country and fought in World War II and the Korean war. My grandmother was an immigrant from Germany. They worked hard and loved their family. They taught me that what matters most in life are God, love, family, laughter and a home-cooked meal!

What’s your favorite thing to do on the weekends?

You will typically find me in the mountains on my mountain bike or hiking. I also volunteer as an equine therapy horse lead, which involves providing care to 16 horses and helping those with physical and mental health challenges. After a long day on the trail or on the ranch, you will find me in the kitchen cooking and enjoying great conversation with my adult kids.

Spotlight Magellan gives colleagues and those we collaborate with the opportunity to get to know Magellan employees beyond the surface through facilitated interviews that explore their personal interests, experiences, and aspirations. Through intentional engagement, Spotlight Magellan fosters a sense of community and connection, strengthening relationships and creating a more enriching shared experience.

This month, we’re getting to know Jessie French Danzi, human resources business consultant. Jessie has been with Magellan since 2014.

Continue reading to learn more about Jessie:

Describe a typical workday in your life.

On a typical work day, I wake up early and take a few minutes for myself to meditate. Then I start getting ready for the day by checking my schedule for work and activities. I get breakfast ready for my eight and 10-year-old children and myself, my oldest loves to help me. We finish packing lunches and school bags and I drop them off, and then I usually go to the gym. When I get back I get myself ready to start meetings, which is what most of my work day entails. I consider myself very lucky to have great business partners that I enjoy working with. We come up with strategies to support their work and teams, consult on all kinds of human resources (HR) matters and find solutions to challenges. After work I begin my taxi driver service for my kids, taking them to all of their activities. I’m the cheerleading coach, the Girl Scout leader and I’m on the Parent Teacher Association (PTA) board so some of them are my activities, too! Then we have dinner and wind down to get to bed, and then start all over the next day!

What are you currently reading?

I don’t watch much television, but I read a lot. I am in the process of re-reading everything by Tom Robbins, currently on my favorite of his “Jitterbug Perfume” but others may know him from “Still Life with Woodpecker” or “Even Cowgirls get the Blues.” I haven’t read a book by him that I didn’t love!

Do you have a favorite recipe you love to make (or have made for you)?

I really enjoy cooking, especially on the weekends. I make really good meatballs and sauce (five stars from my local Long Island family) which my kids ask for weekly. We like it with a side of pasta, garlic bread and sauteed broccoli. The secret to my sauce is starting it really early in the day and letting everything slowly come together. We don’t rush it, but we do like to check in with some bread dipping throughout the day! My daughters also enjoy cooking so we are always trying new recipes and combinations of things. I have Celiac disease, so cooking at home is usually the best option, and we like to challenge ourselves to make gluten-free food that tastes the same as the gluten version.

What’s your favorite thing to do on the weekends?

On the weekends I love to go on adventures! I live on Long Island so there are lots of outdoor options in the summer like gardening, beaches, boat rides, nature preserves and pools. We are not very far from New York City so we also love to venture into the city to check out museums, Broadway shows and baseball games!

What’s the best piece of advice you’ve ever received?

“Find joy in everything you choose to do. Every job, relationship, home…it’s your responsibility to love it or change it.”  That’s a quote by author Chuck Palahniuk, but I’ve received that advice repeatedly in some form or another throughout my life. When I reflect on that, I think it helps to ground me in my immediate reality, and being in the moment is where I find the most joy. Present-moment awareness gives us the tools to move through many challenges without being caught in the past or future, neither of which we have control over.