211 Care Coordination

We Help Emergency Departments

In partnership with the Maryland Department of Health, Behavioral Health Administration, 211 facilitates referrals for ED patients in need of community-based behavioral health services, including resources for mental health conditions, substance use disorders and developmental disabilities.

Referrals are made through ConnectCare.

Refer Now

Having trouble logging in? Get help.

You can also call 211, Press 4. Our hours are 8 AM. - 8 PM, Sunday-Saturday.

How Care Coordinators Can Help

Daily 8 AM to 8 PM

Acknowledge

Your referral will be acknowledged within 30 minutes of receipt and the care coordinator will immediately begin identifying available resources through our comprehensive resource database.

Connect

211 Care Coordinators will connect hospital staff and patients to available, conveniently located behavioral health services.

Follow-Up

We will follow-up to ensure a successful placement and update the electronic record to close the loop with discharge planners.

Make a Referral

Read our HIPAA compliance and data security questions.

Which Patients Should Be Referred?

Refer patients who:

1. Present to the emergency department with behavioral health needs.

2. Are ready to be discharged.*

3. Would benefit from coordination for ongoing behavioral health services (inpatient, outpatient, or community-based).

Patient Consent (Release of Information): Hospitals may use their standard Release of Information form to obtain patient consent, as long as it meets all federal, state, and local legal requirements.

Have a question? Read our Frequently Asked Questions (FAQs).

Care Coordination Website displaying on computer

Use the Maryland Bed Board for Inpatient or Psychiatric Beds

Maryland's bed board helps discharge planners locate available psychiatric and crisis beds in real-time. Bed availability is updated three times a day.

Find the type of bed you need from the following categories:

Adult
Co-occurring
Geriatric
Adolescent
Child

You do not need to refer a patient to the 211 Care Coordination program if a patient is being admitted from the emergency department to an inpatient bed. They can be referred after the psychiatric evaluation if more care coordination services are needed like outpatient care, additional inpatient care or community-based behavioral health services.

Find a Bed

Case Consultation

Case Consultation provides hospitals with dedicated time to review the status of open cases and collaborate on care coordination for patients with complex needs.

These 15 to 30-minute sessions allow hospitals to:

Discuss current cases.
Identify potential referrals.
Ensure patients are connected to the right community resources for continued support.

To schedule, email carecoordination@211md.org.

211 Hospital & Community Resource Network

The network brings together hospitals, state agencies and community organizations to tackle the challenges faced by patients with complex needs who are discharged from hospital settings and struggle to navigate community resources. These meetings provide a platform to strengthen partnerships, foster collaboration and develop actionable solutions to improve care coordination and patient outcomes.

Purpose of the Meetings:

Address gaps in care for individuals transitioning from hospitals to the community.
Share innovative ideas and best practices for supporting patients with complex needs.
Improve access to and awareness of community resources.
Build stronger partnerships between healthcare and community organizations.

If your hospital or organization is not yet part of this critical effort, we invite you to join the conversation. Together, we can create a more seamless and effective care system for Maryland’s most vulnerable populations.

Meetings are held the first Monday of every month.

Making An Impact

Patients Referred

Participating Hospitals

Counties Served

Use ConnectCare to Refer Patients

Download the ConnectCare Guide and watch this video to learn how to use the system and access the provider portal.

Let Others Know About Care Coordination

Share the informational Care Coordination flyer with your team. It includes how to contact Care Coordination, and how the program works.

Download

Additional Resources

Preadmission Screening and Resident Review (PASRR)

PASRR

Children’s Cabinet

Pediatric Support

Maryland Behavioral Health Integration in Pediatric Primary Care (BHIPP) Support

Have a question? Email us: carecoordination@211md.org

Frequently Asked Questions

About the program

What is ConnectCare?

This is a new Care Coordination Resource, Referral and Partnership Management System. This tool will enhance how we coordinate care for individuals boarding in emergency departments across Maryland.

What are the benefits?

How do I get a login for ConnectCare?

How do I learn how to use ConnectCare?

About ED Referrals

What is the phone number and website address to make these referrals?

Hospital emergency department staff can make a referral online through ConnectCare or by dialing 211 and immediately pressing 4.

What happens after a patient is referred?

Which facilities are required to refer patients?

Which patients are required to be referred?

What other resources are available for providers, patients, and their families?

Our statewide resource database has:

substance use resources residential
facilities, withdrawal management programs, medication management for opioid use disorder, crisis walk-in centers, recovery residences, helplines, telemedicine providers, and support groups
mental health resources
crisis intervention, support groups, helplines, partial hospitalization programs, day treatment programs, case
management services, psychiatric rehabilitation programs, mobile-assisted treatment services, and assertive community treatment providers

When must the referral be made?

Is consent required?

Can you define the need for "additional care coordination" services?

If a patient is being admitted from the ED to an inpatient bed, do they need a referral?

How does this change what is currently happening in EDs?

Does this replace the requirement to refer youth at risk for hospital overstay to the Local Care Team (LCT)?

No. Hospitals are still obligated to refer youth at risk for hospital overstay to the Local Care Team for interagency care coordination, per the December 16, 2020 “Universal Hospital Discharge Planning Protocol for Youth with Intensive Needs.” The LCT referral form and a directory of LCTs in Maryland are available online. A link to the LCT referral form is also included in the 211 Behavioral Health Care Coordination Program referral for convenience.

Understanding Our Use of Jira

How do you ensure HIPAA compliance and data security?

At Maryland Information Network 211 Maryland Inc., we prioritize the security and privacy of all information entrusted to us. This commitment extends to ensuring that any Protected Health Information (PHI) shared through our systems is handled in full compliance with the Health Insurance Portability and Accountability Act (HIPAA).

To streamline care coordination and enhance the efficiency of the referral process, we utilize Jira Service Management, a secure, cloud-based platform developed by Atlassian. This document outlines how Jira is implemented within our 211 Care Coordination Patient Referral Portal (211 ConnectCare), the measures taken to ensure its compliance with HIPAA, and the steps we take to safeguard the PHI submitted through this system.

Why are you using Jira?

Jira serves as the backbone of our referral management system, enabling a centralized, transparent, and efficient process for managing care coordination tasks. By leveraging this platform, we ensure:

Transparency: Referrals are tracked systematically, allowing providers and organizations to monitor progress in real time.
Efficiency: Collaboration between healthcare providers, community organizations, and care teams is streamlined, reducing delays and minimizing errors.
Security: Jira’s robust security architecture is tailored to protect sensitive information, including PHI, in compliance with HIPAA standards.

Is Jira HIPAA compliant?

Jira, as implemented in our cloud environment, meets the rigorous requirements of HIPAA. Atlassian, the developer of Jira, has adopted industry-standard security measures and offers features designed to align with HIPAA’s Privacy and Security Rules.

Key aspects of Jira’s HIPAA compliance include:

Data Encryption: All data is encrypted both during transmission (e.g., via HTTPS) and at rest, using advanced encryption protocols to protect PHI from unauthorized access.
Access Controls: Jira employs robust user authentication mechanisms, including multi-factor authentication and role-based permissions, to ensure that only authorized individuals can access sensitive information.
Audit Logging: Jira maintains detailed logs of all system activity, providing an audit trail to track access and actions involving PHI, as required under HIPAA.
Business Associate Agreement (BAA): Atlassian supports the execution of a Business Associate Agreement (BAA) for organizations that utilize Jira to process PHI. Maryland Information Network, 211 Maryland Inc., has executed a BAA with Atlassian to ensure compliance.

What security measures do you take in the Jira environment?

In addition to the compliance features provided by Jira, Maryland Information Network, 211 Maryland Inc., has implemented the following measures to enhance the security and privacy of PHI:

Secure Cloud Hosting: Our Jira environment is hosted in Atlassian Cloud, which adheres to strict HIPAA and industry security standards, including SOC 2 certification.
User Training: All personnel accessing the Jira portal receive comprehensive training in HIPAA compliance and data protection protocols to minimize risks associated with human error.
Continuous Monitoring and Risk Management: We actively monitor our systems for potential vulnerabilities and utilize Atlassian’s advanced security tools to mitigate risks proactively.

What's the user's responsibility to maintain security?

While we have implemented stringent security measures, users of the Jira portal play an important role in maintaining the safety of PHI. To ensure compliance and security:

Only include PHI in designated fields within the portal.
Access the portal using secure, organization-approved devices and networks.
Promptly report any suspected security incidents or unauthorized access to our team.

How can I learn more about HIPAA compliance and Jira security?

How can I contact you?

Reporting Bed Availability

How do facilities report bed availability?

An automated email is sent to each facility three times per day. The email includes a URL link to update bed data.