What steps should a Wellcare agent take to assist a member in a crisis?

To effectively assist a member in a crisis, a Wellcare agent should first assess the situation and provide appropriate resources. This approach involves understanding the specific needs and circumstances of the member, which is crucial in delivering tailored support. By evaluating the crisis, the agent can determine the most pressing issues and identify available resources that could help the member navigate through their difficulties.

Providing resources may include information about mental health services, counseling, community support organizations, or access to healthcare services that could alleviate the member's immediate challenges. This step is foundational because it ensures that the support offered is relevant to the member's unique circumstances.

Other approaches such as providing financial advice or referring the member to a lawyer may not be suitable at the initial stage and could potentially complicate the situation further if not handled by qualified professionals. Likewise, escalating to management might not be the best immediate response unless the agent cannot address the crisis effectively themselves, as analyzing the situation first empowers the agent to act confidently and directly.