Care Coordination

What is Care Coordination?
- A confidential and HIPAA compliant web based system with a white glove touch - your own personal care coordinator to help you navigate the sea of goodwill to get to the help you need
- Providing the go-between service between a graduate (and family) in need and the local resources to support them
- Ensuring follow-up is conducted once referrals are submitted to ensure the support needed is received
- This program is powered by the Unite Us platform with designated professional care coordinators

Why SGL?
- We are the line of connection for our classmates and have started to provide this already in an informal manner
- Classmates trust SGL, and the degree of separation from the academy helps
- We have the ability to be flexible and responsive without getting tied down in bureaucracy/politics

Our Care Coordination Process

At Strong Gray Line, we provide personalized, confidential support to help service members, veterans, and their families navigate life’s transitions. Here’s how our Care Coordination process works:

1. Intake Submission

A service member, veteran, or family member completes the Care Coordination Intake Form on our website. This form helps us understand the individual’s background and immediate needs.

2. Initial Contact (Within 48 Hours)

Within 48 hours, a Care Coordinator reaches out by phone to:

Confirm receipt of the intake form
Listen and learn more about the individual’s situation and goals
Schedule a Comprehensive Needs Assessment

3. Comprehensive Needs Assessment

During the assessment, the Care Coordinator and client discuss areas of concern and interest — such as employment, mental health, peer connection, family support, or community engagement.
For example, a veteran may express interest in joining a support group, finding career coaching, or accessing counseling services.

4. Resource Research and Referrals

The Care Coordinator researches vetted, high-quality resources that best fit the client’s needs, ensuring that:

Services are accessible and aligned with the client’s goals
Programs are covered by available benefits or affordable options
All referrals are sent securely through our HIPAA-compliant system to protect privacy and confidentiality.

5. Follow-Up and Continued Support

A few weeks later, the Care Coordinator conducts a Scheduled Follow-Up to check on progress, address new needs, and provide additional support as necessary.
Many of our clients, like John in the example above, report feeling more connected, supported, and confident about their future after engaging with our program.

Example

John, a West Point graduate, has been struggling with the transition to civilian life. His spouse notices he’s feeling isolated and unsure where to turn. She fills out the Care Coordination Intake Form on the Strong Gray Line website.

Within 24 hours, a Care Coordinator calls John to check in, learn more about his needs, and schedule a Comprehensive Needs Assessment.

During that call, they discuss his interest in finding a veterans’ support group, career coaching, and mental health counseling.

The Care Coordinator researches and recommends three vetted options, ensuring they meet John’s needs and are covered by his benefits. Referrals are sent securely through a HIPAA-compliant system.

A few weeks later, the Care Coordinator calls John again for a Scheduled Follow-Up. He’s already connected with the support group and started counseling, and he’s feeling optimistic about the future.