Care setting / MAT and SUD programs

Do not lose the treatment window after the first yes.

Someone agreeing to treatment is agreeing inside a window that closes. Most of what happens in that window is logistics, and logistics are usually where it fails. Rely works those steps where they are nonclinical, inside a boundary the program sets in writing.

Map the window Safety and governance

The first yes starts a clock.

Consent-safe logistics must move before willingness, availability, or the treatment window disappears.

Contact rules

What may be said, to whom, on which channel

In every other setting these are preferences. Here each row is a gate. If a row is unanswered, the workflow does not launch.

The question	Why it is different here	Who answers it before launch
May we leave a voicemail	A voicemail can be heard by someone the patient has not told	Program leadership and legal, in writing, channel by channel
May we say the name of the program	The name of the program can disclose the diagnosis to whoever answers the phone	Legal, together with the exact permitted script
May we speak to anyone other than the patient	A family member may be the support system, or may be part of why the patient is at risk	The consent on file, never a navigator's judgment in the moment
How many attempts, and when do they stop	Persistence is care up to a point and pressure after it, and the line is program-specific	The program sets the cadence, the ceiling and the stop rule before launch
May we text	Text is convenient, and it is also readable on a lock screen by anyone nearby	Consent recorded per channel, and revocable at any contact
Which confidentiality standard applies to these records	Substance-use records commonly carry protections beyond the general rule, which changes what may be disclosed and to whom	Your counsel names the standard for this program. Rely does not assume it.
What happens the moment someone discloses risk	This is the single moment the workflow has to be right	A named licensed owner, an agreed response time, and a fallback if that owner does not accept

Navigators working this population are trained on the program's approved language, its prohibited phrases, its escalation triggers and its stop rules before they take a live case. What that training covers is written into the program document and reviewed with your team.

Measurement

The measures this program recognizes

The temptation in this setting is to report activity, because activity is high and outcomes are slow. That is exactly the wrong instinct with a clinical team that already knows how easily these numbers flatter themselves.

So each measure below is reported against a definition agreed before launch, and the ones that make us look worse are reported with the same prominence as the ones that do not.

Time to first contact after the referral or the stated intention, with an agreed clock start
Intake completion, defined as the specific step the program counts rather than the first successful phone call
Next step scheduled, and separately, next step attended
Continuity across the program's own defined period
Accepted ownership and a closure reason for every case, including the ones that ended badly
IET or the program's own initiation and engagement definition, under its published specification and exclusions

Map the window, then the rules

Bring the referral sources, the intake team, the clinical owner and whoever signs off on what may be said. The first session settles the cadence, the disclosure language and the escalation path before it settles anything else.

Map the window Safety boundaries

Do not lose the treatment window after the first yes.

The first yes starts a clock.

Map the window, then the rules