Service Numbers

Main Line: 800-676-0423
Customer Service: 800-890-3712
Compliance Hotline: 800-783-0914
MI Health Link Customer/Crisis: 800-675-7148
Substance Abuse Treatment Access: 800-781-0353
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Member Resources

To help our members find the information that they need, Southwest Michigan Behavioral Health (SWMBH) has gathered a list of resources for you. If you are looking for information about our services, you can find everything that you need on this page. SWMBH is committed to providing person-centered services. If you do not find the information you are looking for on this page, please reach out to us by our contact page. You can also call customer services at 1-800-890-3712.

  • Download PDF Reader. You may need this reader (Adobe) to access some of the documents listed below. If you have trouble viewing a document, please call us.
  • You can find our Handbooks, complaint forms, and information from our Quality Assurance team in the Member Documents tab below.
  • You can find current and past editions of our newsletter in the Member Newsletters tab below. These publications tell you what has been happening in the SWMBH region.
  • You can find our agency policies. These are under the MI Health Link Policies and SWMBH Policies tabs below.
  • myStrength! Sign up for free, unlimited access to personalized help with your behavioral health. From resiliency to well-being, myStrength’s digital behavioral health solutions empower people with engaging and clinically proven resources. Click Here to sign up and enter the access code: SWMBH
  • headspace  is another great resource that is available to everyone and was launched April 17, 2020 by Govenor Whitmer, offering free mental health resources during the COVID-19 Pandemic.

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Member Documents

Member Documents (10 documents)

Customer Handbook
1.84 MB
Customer Handbook Spanish (Manual para el cliente)
1.20 MB
MI Health Link Handbook
1.10 MB
Authorized Representative and Complaint Form
28.60 KB
Peer Ethical Violation Form
43.21 KB
Advance Directives
260.01 KB
Medicaid Fair Hearings Brochure
130.74 KB
Request for Medicaid Fair Hearing
155.00 KB
SWMBH QAPI Program Description
103.42 KB
2019 QAPI and UM Program Evaluation
5.44 MB

Member Newsletters

Member Newsletters (6 documents)

March 2020 Customer Communicator
2.72 MB
September 2019 Member Newsletter
1.20 MB
July 2019 Member Newsletter
3.04 MB
February 2019 Member Newsletter
5.19 MB
August 2018 Member Newsletter
7.71 MB
April 2018 Member Newsletter
6.03 MB

MI Health Link Policies

MI Health Link (1 documents)

SWMBH UM Program for MI Health Link Medicare
1.05 MB

MHL General Management (1 documents)

MHL 1.0 Stakeholder Participation on ICO Advisory Committee
647.53 KB

MHL Provider Network Management (11 documents)

MHL 2.1 Credentialing and Re-Credentialing - Behavioral Health Practitioners
1.43 MB
MHL 2.2 Credentialing and Re-Credentialing - Organizational Providers
371.82 KB
MHL 2.3 Clean Credentialing and Re-Credentialing Files
608.25 KB
MHL 2.4 Credentialing Committee, Confidentiality of Credentialing Records, and Provider Nondiscrimination
755.52 KB
MHL 2.5 Provider Communication
466.65 KB
MHL 2.6 Participating Provider Precautionary Suspension
487.30 KB
MHL 2.7 Out of Network Providers
502.65 KB
MHL 2.8 Network Capacity Analysis
436.40 KB
MHL 2.9 Provider Network Monitoring
151.45 KB
MHL 2.10 Provider Grievance and Appeal - Non-Clinical
747.70 KB
MHL 2.11 Ongoing Monitoring of Network Practitioners and Organizations
1.00 MB

MHL Quality Management (7 documents)

MHL 3.1 QAPI Program for Members Enrolled in MHL
23.80 MB
MHL 3.2 Quality Assurance and Performance Improvement
34.31 KB
MHL 3.3 Behavior Treatment Review Committee (BTRC)
39.38 KB
MHL 3.4 Member Input and Satisfaction of Provider Services
43.54 KB
MHL 3.5 Access Timeliness Standards
40.99 KB
MHL 3.6 Cultural and Linguistic Competencies
29.78 KB
MHL 3.7 Incident Event Reporting & Monitoring
4.27 MB

MHL Utilization Management (18 documents)

MHL Auth Request Sheet
94.78 KB
SWMBH MHL Outpatient Mental Health Auth Processes
43.14 KB
SWMBH MI Health Link Phone Numbers
77.79 KB
MHL 4.1 Retrospective Review
1.68 MB
MHL P4.1.1 Retrospective Review
312.06 KB
MHL 4.2 Access Management, Triage, & Referral
415.97 KB
MHL P4.2.1 Access Management, Triage, and Referral Protocol
4.71 MB
MHL 4.3 Clinical Protocols and Practice Guidelines
346.54 KB
MHL P4.3.1 Adverse Action Procedure
840.00 KB
MHL 4.4 Service Authorizations and Notice of Determinations
483.56 KB
MHL P4.4.1 Adverse Action
367.66 KB
MHL P4.4.2 Service Authorization Request and Determination Procedure
364.43 KB
MHL 4.5 Consistency in Applying Criteria
3.11 MB
MHL 4.6 Utilization Management
390.92 KB
MHL 4.7 Qualifications of Staff Making Medical Necessity and Clinical Decisions
360.39 KB
MHL 4.8 Communication and Coordination of Care
1.07 MB
MHL 4.11 Stakeholder Participation on ICO Advisory Committee
307.37 KB
MHL 4.12 Behavioral Health Screening Program Description & Guidelines
351.16 KB

MHL Member Service (12 documents)

MHL 6.1 Medicare Member Advance Directives
1.63 MB
MHL 6.2 Medicare Enrollee Rights & Responsibilities
757.21 KB
MHL 6.3 Medicare Notification of Practitioner Network Changes
620.60 KB
MHL 6.4 Medicare Limited English Proficiency
344.06 KB
MHL P6.4.1 Limited English Proficiency
331.17 KB
MHL 6.5 Medicare Member Services Responsibilities
583.32 KB
MHL 6.6 Medicare Member Education & Marketing Orientation
659.39 KB
MHL 6.7 Medicare Member Grievance
1.16 MB
MHL P6.7.1 Grievance Procedure
323.05 KB
MHL 6.8 Medicare Member Adverse Benefit Determination Appeal
1.70 MB
MHL P6.8.1 Adverse Benefit Determination Appeal Procedure
332.44 KB
MHL P6.8.2 Adverse Benefit Determination Procedure
319.75 KB

MHL Information Systems (2 documents)

MHL 7.1 ISM Data, Retention, and Maintenance
177.15 KB
MHL 7.2 IT Requisitions
106.44 KB

MHL Claims (13 documents)

MHL 9.1 Claims Adjudication
1.10 MB
MHL 9.2 Claims Overpayments
1.57 MB
MHL 9.3 Electronic Claims Submission
936.96 KB
MHL 9.4 Provider Communication
61.25 KB
MHL 9.5 Provider Appeals and Grievances
1.39 MB
MHL 9.6 State and Federal Regulations
1.12 MB
MHL 9.7 Paper Claim Submission, Receipt, and Processing Controls
115.04 KB
MHL 9.8 Enrollee Cost Sharing Prohibition
53.74 KB
MHL P9.8.1 Enrollee Claims Status Script Procedure
65.18 KB
MHL 9.9 Member Plan Coverage Eligibility Determination
1.02 MB
MHL 9.10 Timely Payment of Claims/Quality Assurance
1.15 MB
MHL 9.11 Claim Denials Due to Member Coverage
96.00 KB
MHL 9.12 Non-Participating Provider Reimbursement
931.71 KB

MHL Compliance (4 documents)

MHL 10.1 Development of Compliance Plan Policies and Procedures
589.97 KB
MHL 10.2 Conflict of Interest
893.16 KB
MHL 10.3 Breach Notification
1.04 MB
MHL 10.4 60-Day Requirement for Reporting and Returning
97.13 KB

MHL Clinical Practices (19 documents)

MHL 12.1 Recovery, Relapse, Effective Freedom
357.78 KB
MHL 12.2 Trauma Informed Practices
248.14 KB
MHL 12.3 Clinical Documentation
458.80 KB
MHL P12.3.1 Clinical Documentation Procedure
802.17 KB
MHL 12.5 Supports Intensity Scale
583.06 KB
MHL 12.4 Jail Diversion
291.35 KB
MHL 12.7 Complex Case Management - Monitoring
315.88 KB
MHL P12.7.1 Complex Case Management Procedure
329.62 KB
MHL P12.7.2 Community Outreach Procedure
647.38 KB
MHL 12.8 Discharge Planning, Care Transition, and Follow-Up
348.13 KB
MHL P12.8.1 Discharge, Planning, and Follow-Up From Psychiatric Inpatient Care
331.13 KB
MHL 12.9 Integrated Healthcare
6.25 MB
MHL P12.9.1 Physical Health Communication Procedure
274.56 KB
MHL P12.09.02 MHL Integrated Care Team Meeting Procedure
5.76 MB
MHL 12.10 Emergent, Urgent, & Post-Stabilization Behavioral Health Services
353.13 KB
MHL 12.12 Electroconvulsive Therapy Authorization
346.71 KB
MHL P12.12.1 Electroconvulsive Therapy Authorizations Procedure
329.44 KB
MHL 12.13 Psychological Testing and Neuropsychological Testing
5.88 MB
MHL P12.13.1 Psychological/Neuropsychological Testing Authorization Procedure
398.96 KB

SWMBH Policies

General Management (3 documents)

SWMBH 1.7 Substance Abuse Community/Block Grant Authorized Use for Treatment Services
4.79 MB
1.09 Infection Control
4.49 MB
P01.09.01 Infection Control Procedure-COVID-19 Return to Work
7.09 MB

Provider Network Management (19 documents)

SWMBH 2.1 Delegation of Credentialing
490.71 KB
SWMBH 2.2 Credentialing and Re-Credentialing - Behavioral Health Practitioners
3.19 MB
SWMBH 2.3 Credentialing and Re-Credentialing - Organizational Providers
2.23 MB
SWMBH 2.4 Clean Credentialing and Re-Credentialing Files
598.23 KB
SWMBH 2.5 Credentialing Committee, Confidentiality of Credentialing Records, and Provider Nondiscrimination
3.07 MB
SWMBH 2.6 Organizational Providers Credentialing of Practitioners
1.12 MB
SWMBH 2.7 Provider Communication
485.59 KB
SWMBH 2.8 Network Directory and Network Reporting Obligations
569.42 KB
SWMBH 2.9 Participating Provider Precautionary Suspension
530.52 KB
SWMBH 2.10 Sub Contracting
730.27 KB
SWMBH 2.11 Out of Network Providers
483.40 KB
SWMBH 2.12 Network Adequacy Analysis
232.12 KB
SWMBH 2.13 Provider Network Monitoring
811.76 KB
SWMBH 2.14 Grievance and Appeal - Non-Clinical
747.10 KB
SWMBH 2.15 Provider Training
438.76 KB
SWMBH 2.16 Criminal History Screening
3.31 MB
SWMBH 2.17 Provider Office Site Quality
942.25 KB
SWMBH 2.18 Ongoing Network Provider Monitoring
638.02 KB
SWMBH 2.19 Provisional Provider Approval for Home and Community-Based Services (HCBS)
697.01 KB

Quality Management (8 documents)

SWMBH 3.1 QAPIP 2020
1.97 MB
SWMBH 3.2 Quality Assurance & Performance Improvement
341.77 KB
SWMBH 3.3 Behavior Treatment Review Committee
351.10 KB
SWMBH 3.4 Stakeholder Input and Satisfaction of Provider Services
344.19 KB
SWMBH 3.5 Incident Event Reporting and Monitoring
4.24 MB
SWMBH P3.5.1 Internal Event Reporting - Abuse, Neglect, and Exploitation Reporting Procedure
305.16 KB
SWMBH 3.6 Access Standards and Monitoring
381.16 KB
SWMBH 3.7 Cultural and Linguistic Competency
326.56 KB

Utilization Management (19 documents)

SWMBH Call Center Process Flow Charts
352.31 KB
Call Center Phone Tree
205.08 KB
Psychological-Neuropsychological Evaluation Request Form
151.64 KB
SWMBH Notice of Confidentiality and Privacy Practices Jan 2014
141.12 KB
SWMBH 4.1 Access Management Policy
399.95 KB
SWMBH 4.2 Utilization Management
370.14 KB
SWMBH P4.2.1 Access Management Triage Referral Protocol Procedure
896.32 KB
SWMBH 4.3 Service Authorization Outlier Management (URAC)
1.64 MB
SWMBH P4.3.1 Private Duty Nursing Procedure
3.65 MB
SWMBH 4.4 Medical Necessity Criteria Clinical Practice Guidelines
165.35 KB
SWMBH 4.5 Person Family Centered Planning Policy
1.67 MB
SWMBH 4.6 Self Determination Policy
3.26 MB
SWMBH 4.7 Competitive Employment For Disabled Persons
310.71 KB
SWMBH 4.8 Retrospective Review
1.31 MB
SWMBH P4.8.1 Processing Retrospective Review Request Procedure
1.85 MB
SWMBH 4.9 Medication Assisted Treatment - Methadone
16.35 MB
SWMBH P4.9.1 Medication Assisted Treatment - Methadone Procedure
6.18 MB
SWMBH 4.10 Levels of Care
5.64 MB
SWMBH 4.11 SMI and SED Specialty Services Eligibility
729.21 KB

Public Policy (3 documents)

EO 2020-154
230.99 KB
2020-EO-48
288.30 KB
SWMBH 5.1 Community Living
561.95 KB

Customer Service (12 documents)

SWMBH 6.1 Customer Services Roles and Delegation
340.09 KB
SWMBH 6.2 Community Benefit
320.27 KB
SWMBH 6.3 Advance Directives
329.63 KB
SWMBH 6.4 Customer Grievance Systems & Second Opinions
469.55 KB
P06.04.01 Grievance & Appeal Procedure
354.28 KB
P06.04.02 Adverse Benefit Determination
302.40 KB
SWMBH 6.5 Limited English Proficiency
337.46 KB
SWMBH 6.6 Customer Advisory Committee
343.13 KB
SWMBH 6.7 Customer Education & Marketing Orientation
329.71 KB
SWMBH 6.8 Enrollee Rights and Responsibilities
329.57 KB
SWMBH 6.9 Notification of Provider Network Changes
315.16 KB
SWMBH 6.10 Stipends To Customers and Family Members
2.56 MB

Information Systems Management (7 documents)

SWMBH 7.1 Data Storage Retention Maintenance
180.22 KB
SWMBH 7.2 Workstation Use
472.02 KB
SWMBH 7.3 ISM Internet Acceptable Use
2.38 MB
SWMBH 7.4 ISM Information Security
637.38 KB
SWMBH 7.5 IT Requisition
148.14 KB
SWMBH 7.6 Privacy Folder Access
325.86 KB
SWMBH 7.7 Portal Access
557.70 KB

Claims (14 documents)

SWMBH 9.1 Claims Adjudication
548.40 KB
SWMBH 9.2 Claims Overpayment and Refunds
714.94 KB
SWMBH 9.3 Electronic Claims Submission
448.98 KB
SWMBH 9.4 Provider Communication
494.43 KB
SWMBH 9.5 Provider Claims Grievances and Appeals
581.16 KB
SWMBH 9.6 State and Federal Regulations
529.47 KB
SWMBH 9.7 Paper Claims Control
364.87 KB
P09.07.01 Non-Network Denial Notification
291.50 KB
SWMBH 9.8 Enrollee Cost Sharing
452.62 KB
SWMBH P9.8.1 Enrollee Claims Status Script Procedure
118.20 KB
SWMBH 9.9 Member Plan Coverage Eligibility Determination
502.76 KB
SWMBH 9.10 Timely Payment of Claims/Quality Assurance - MHL
192.52 KB
SWMBH 9.11 Claim Denials Due to Member Coverage
519.66 KB
SWMBH 9.12 Financial Liability Determination ATP
3.61 MB

Compliance (27 documents)

SWMBH 10.1 Corporate Compliance Plan
289.85 KB
SWMBH 10.2 Development of Compliance Plan Policies and Procedures
575.84 KB
SWMBH 10.3 Code of Conduct Distribution and Training
572.81 KB
SWMBH 10.4 Compliance Oversight Committee
586.70 KB
SWMBH 10.5 Compliance Education and Training
607.92 KB
SWMBH P10.5.1 Effective Compliance Education and Training Procedures
559.34 KB
SWMBH 10.6 Compliance Reporting Responsibilities
580.63 KB
SWMBH 10.7 Compliance Auditing and Monitoring
574.81 KB
SWMBH 10.8 Compliance Reviews and Investigations for Reporting
807.45 KB
SWMBH P10.8.1 Compliance Reviews and Investigations for Reporting Procedure
1.33 MB
SWMBH 10.9 Compliance Enforcement and Discipline
523.92 KB
SWMBH 10.10 Conflict of Interest
1.13 MB
SWMBH 10.10a COI Waiver SWMBH Board
1.39 MB
SWMBH 10.11 Fraud and Abuse
661.67 KB
SWMBH 10.12 Freedom of Information Request Policy
1.13 MB
SWMBH 10.13 Federal Program Eligibility Screening and Exclusion Disclosure
560.19 KB
SWMBH P10.13.1 Ownership, Control & Criminal Convictions Disclosures
17.47 MB
SWMBH 10.14 Appeal Process For Compliance Decisions
589.74 KB
SWMBH 10.15 Clinical Documentation Review
727.59 KB
SWMBH 10.16 Breach Team Program Oversight
379.09 KB
SWMBH P10.16.1 Breach Oversight: Risk Assessment Procedure
1.64 MB
SWMBH P10.16.2 Breach Oversight: Breach Notification Procedure
1.09 MB
SWMBH 10.17 Social Security Privacy Policy
606.85 KB
SWMBH 10.18 Breach Notification
1.01 MB
SWMBH 10.20 Compliance Document Retention
586.26 KB
SWMBH 10.21 Use of MDHHS Standard Consent Form
625.88 KB
SWMBH 10.22 Requirement for Reporting and Returning Overpayments
519.08 KB

Substance Abuse Treatment and Prevention (22 documents)

SWMBH 11.1 Treatment Planning SUD
419.20 KB
SWMBH 11.2 SA Wait List
220.01 KB
SWMBH 11.3 Women's Specialty Treatment Services
2.67 MB
SWMBH 11.4 Services for Women and Their Children
2.43 MB
SWMBH 11.5 Communicable Disease Testing & Education
411.52 KB
SWMBH 11.6 Confidentiality and Disclosure of Substance Abuse Information
786.28 KB
SWMBH 11.7 MI Child Admin CA Services
522.45 KB
SWMBH 11.8 Professional Development Plan
194.61 KB
SWMBH 11.9 Fetal Alcohol Spectrum Disorders
1.28 MB
SWMBH 11.10 Substance Abuse Prevention Services (1)
1.65 MB
SWMBH 11.11 Recipient Rights of Substance Abuse Consumers
1.91 MB
SWMBH 11.13 Substance Abuse Service Authorization Guidelines
1.64 MB
SWMBH 11.14 Admission Criteria and Intake Procedures SARF
649.40 KB
SWMBH 11.15 Referrals for SARF
1.13 MB
SWMBH 11.16 Staff Development Program SARF
160.45 KB
SWMBH 11.17 Substance Abuse Services for Minors
151.68 KB
SWMBH 11.19 Substance Abuse Operating Manual SARF
108.57 KB
SWMBH 11.20 Disclosure of Confidential Information, Disposal of Records, and Discontinuation of an SUD Program - SARF
1.29 MB
SWMBH 11.21 Substance Abuse Treatment Documentation SARF
450.19 KB
SWMBH 11.22 Transportation
575.06 KB
SWMBH P11.22.1 Transportation Procedure
780.50 KB
SWMBH P11.22.2 Direct Referral to Detox/Residential Transportation Procedure
814.58 KB

Clinical Practices (30 documents)

SWMBH 12.1 Assessment and Services for Co-Occurring Disorders
489.90 KB
SWMBH 12.2 Integrated Healthcare
341.40 KB
SWMBH P12.2.1 Integrated Care Team Procedure
8.19 MB
SWMBH P12.2.2 Community Outreach Procedure
635.99 KB
SWMBH P12.2.3 Physical Health Communication
303.70 KB
SWMBH 12.3 Emergency Mental Health Services
1.12 MB
SWMBH 12.4 Electroconvulsive Therapy
337.44 KB
SWMBH P12.4.1 Electroconvulsive Therapy Procedure
330.05 KB
SWMBH 12.5 Discharge Planning & Follow-Up
347.82 KB
SWMBH P12.5.1 Discharge and Follow-Up Procedure
1.91 MB
SWMBH 12.7 Pre-Admission Screening
2.10 MB
SWMBH 12.8 Autism Services policy
25.70 MB
SWMBH P12.8.1 ABA Operating Procedure
22.52 MB
SWMBH 12.9 Recovery Relapse Effective Freedom
254.99 KB
SWMBH 12.10 Trauma Informed System of Care
367.33 KB
SWMBH 12.11 Clinical Documentation
866.10 KB
SWMBH P12.11.1 Clinical Documentation Procedure
324.26 KB
SWMBH 12.12 Jail Diversion
2.18 MB
SWMBH 12.12A Jail Diversion Practice Guidelines
844.51 KB
SWMBH 12.13 Supports Intensity Scale
315.30 KB
SWMBH 12.14 LOCUS - Fidelity & Inter-Rater Reliability
1.71 MB
SWMBH 12.15 COVID-19 Resource Support
317.27 KB
SWMBH 12.16 Person-Family Centered Planning
327.92 KB
SWMBH 12.17 Competitive Integrated Employment for Persons Served
343.65 KB
SWMBH 12.18 Clinical Practice Guidelines
321.26 KB
Self Determination Practice & Fiscal Intermediary Guideline
2.43 MB
Inclusion Practice Guideline
279.83 KB
Housing Practice Guideline
238.78 KB
Consumerism Practice Guideline
376.32 KB
Family-Driven and Youth-Guided Policy/Practice Guideline
922.26 KB
For the SWMBH Main Line, call
For the SWMBH Compliance Hotline, call
For SWMBH Customer Service, call
For SWMBH Substance Use Treatment Access, call
For SWMBH MI Health Link Customer/Crisis, call
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