Frequently Asked Questions

Who can use CCPH?

CCPH services are for currently enrolled UMass Amherst students. That includes full-time, part-time, degree-seeking, and non-degree students, whether you attend in person, online, or in a hybrid program. We do not provide ongoing services to alumni, community members, or prospective students.

Are CCPH services free?

Most CCPH services are covered by your student fees. Let's Talk consultations, workshops, drop-in groups, and crisis services have no cost. Individual therapy beyond an initial set of sessions, psychiatry visits, and therapy groups are billed to insurance, with no co-pay charged at CCPH. See Cost, insurance & billing for details.

What are your hours?

CCPH is open Monday through Friday, 8:30 a.m. to 4:30 p.m. for in-person and scheduled services. Our crisis line at (413) 545-HELP (4357) is staffed 24 hours a day, every day of the year.

Where is CCPH located?

We are on the 1st floor of Middlesex House, 111 County Circle, Amherst, MA 01003-9255. Walk-ins are welcome during business hours.

Are appointments in person or telehealth?

Both. Most clinicians offer a mix of in-person and telehealth (video) appointments. You can talk with your clinician about which format works best for you. For telehealth, you must be physically located in Massachusetts at the time of the session.

I'm studying abroad or out of state. Can I still see a CCPH clinician?

Massachusetts licensure laws do not allow our clinicians to provide therapy when you are outside Massachusetts, even by video. If you are studying abroad or away from Massachusetts for the semester, call us at (413) 545-2337. We can help you plan ahead and connect you with local resources. For crisis support while away, see Crisis & after-hours support.

How do I schedule a first appointment?

Call us at (413) 545-2337 Monday through Friday, 8:30 a.m. to 4:30 p.m., or schedule online through the Patient Portal (umass.medicatconnect.com). Phone scheduling often has more same-week openings than the portal.

What's the difference between Let's Talk and an initial consultation?

Let's Talk is a free, informal 15-minute Zoom session with a CCPH counselor. It is not formal therapy. It's a low-pressure way to talk something through, get a recommendation, or find out whether CCPH is the right fit. Sign up the same day or the day before.

An initial consultation is a 45-minute appointment with a licensed clinician who will get to know you, talk about what you are looking for, and help you build a plan together. This is the formal entry point into ongoing therapy, groups, or other CCPH services.

Do I need to fill out forms before my first appointment?

Yes. You will complete intake forms through the Patient Portal before your appointment. Plan to set aside about 20 to 30 minutes. Completing them in advance gives you and your clinician more time to talk.

What happens at my first appointment?

Your clinician will spend the session getting to know you, talking through what brought you in, and exploring what kind of support would help. By the end you will leave with a plan together. That might include follow-up sessions with the same clinician, a referral to a group or workshop, a psychiatry consultation, or recommendations for other resources on or off campus.

Can I request a clinician of a specific gender, race, or background?

Yes. Let the front desk know when you call, or note it in your intake. We will do our best to match you with a clinician whose identity or specialty fits your preference. If we cannot accommodate the request internally, we can help you explore community options.

How quickly will I get in?

Most students are seen within a few days. Half of our first appointment slots open seven days in advance, and half open the morning of, so you can often find a same-day or near-term appointment by calling. If you need to be seen sooner because of a crisis, call us and ask to speak with the on-call clinician.

What does CCPH cost?

Most services have no out-of-pocket cost to you. Let's Talk consultations, workshops, drop-in groups, crisis services, and your initial sessions of individual therapy are covered by your student fees. Beyond a small number of pre-paid sessions, ongoing therapy, psychiatry, and therapy groups are billed to your insurance. There are no co-pays charged at CCPH.

Will my insurance be billed?

For psychiatry, ongoing therapy past the pre-paid sessions, and therapy groups, yes. We will collect your insurance information at intake. For most students on the UMass Student Health Benefit Plan and many commercial plans, there is no co-pay required at CCPH.

Will my parents see CCPH on the insurance bill?

If you are on a parent's plan, the insurance company may send an Explanation of Benefits (EOB) to the policy holder. The EOB will typically show the date of service and provider name, but not the content of your sessions. Some insurance companies allow you to redirect EOBs to your own address. Call the member services number on your insurance card and ask about a Confidential Communications Request. See also Confidentiality & records.

Is there a session limit?

There is no formal session limit at CCPH. The length and pace of care is determined collaboratively with your clinician. Our model is designed for brief, intermittent support rather than ongoing weekly therapy. If long-term or more frequent care is the right fit for you, we will work with you to find a community provider who can offer that.

What is the 4-session threshold I've heard about?

Each academic year, students have a small number of pre-paid sessions (currently 4) before insurance is billed for additional individual therapy. This is a billing rule, not a limit on care. Group therapy sessions count as half of an individual session toward this threshold.

Is there a fee if I miss an appointment?

A $15 administrative fee may be charged for no-shows or late cancellations (less than 24 hours' notice). If something comes up, call us at (413) 545-2337 as soon as you can.

Is what I share at CCPH confidential?

Yes. Your conversations and records at CCPH are protected by federal and state confidentiality laws (HIPAA and Massachusetts mental health statutes) and by our professional ethics. CCPH records are kept separate from your academic record and from your other medical records at UHS.

Can CCPH talk to my parents, professors, or coaches?

Not without your written permission. You are an adult client, and we cannot release information or even confirm whether you are a CCPH client without your signed Authorization for Release of Information. If you would like us to communicate with someone, ask your clinician for an ROI form.

When does CCPH have to break confidentiality?

There are a small number of legal exceptions where we are required to share information without your consent. These are:

• If you are at imminent risk of serious harm to yourself or someone else
• If we learn of abuse or neglect of a child, an older adult, or a person with a disability
• If we receive a valid court order

Your clinician will talk you through this in your first session.

Does my insurance company see what I talk about?

Insurance is typically billed using a diagnosis code and a service code, not the content of your sessions. The insurance company does not receive your session notes. If you have concerns about your insurance generating an Explanation of Benefits visible to a parent, see the Cost, insurance & billing section.

How do I request a copy of my records?

Contact the CCPH Records Clerk by calling (413) 545-2337. You will be asked to complete a Records Request form. Allow up to 30 days for processing.

What if I want a therapy summary sent to a new provider?

Your CCPH clinician can prepare a treatment summary for a new provider once you sign a Release of Information naming that provider. See Letters & documentation.

Is there a limit on how many sessions I can have?

There is no formal session limit at CCPH. The length and pace of care is determined collaboratively with your clinician. Our model is designed for brief, intermittent support rather than ongoing weekly therapy. If long-term or more frequent care is the right fit for you, we will work with you to find a community provider who can offer that.

How often will I see my clinician?

That depends on what you're working on. Many students meet every two to three weeks, some meet weekly for a focused period, and some meet monthly for check-ins. Your clinician will talk through what makes sense for your situation and adjust over time.

What is "brief and intermittent" treatment?

CCPH offers brief and intermittent treatment, meaning we focus on what you need now, take breaks when life is steady, and return when something comes up. This is different from continuous weekly therapy for years at a time. For most students, this model works well; for some, ongoing weekly care is a better fit, and we will help you find that off campus.

What if I need long-term or more intensive care?

We will help you find it. If during our work together it becomes clear that you would benefit from ongoing weekly therapy, intensive outpatient treatment, or a specialized program, your clinician will talk with you about a referral. Our Care and Access team (CACS) can help with the search, with insurance questions, and with warm handoffs to community providers.

How will I know when therapy is done?

Ending care is something you and your clinician will plan together. Some students wrap up because they have made the progress they came in for; others step away because life is steady and they want to return later. CCPH is here for you while you are an enrolled student, and you are always welcome to come back.

What happens during semester breaks and over the summer?

CCPH is open year-round. During semester breaks, we offer single-session appointments for students leaving Massachusetts and brief individual therapy for students staying in state. For longer breaks like the summer, your clinician can help you think through whether you want to pause care, continue with CCPH (if you remain in Massachusetts), or connect with a provider at home.

How do I get psychiatric care?

Psychiatric appointments at CCPH are not self-scheduled. They are accessed through one of two referral pathways:

Through UHS for uncomplicated anxiety, depression, insomnia, or ADHD: any UHS primary care provider can refer you. You do not need to be in therapy at CCPH for this pathway.

Through CCPH internal psychiatry for more complex presentations (such as OCD, bipolar disorder, psychosis, suicidal ideation, or a history of psychiatric hospitalization): this requires an active therapy relationship at CCPH with at least 2 completed sessions, and current Massachusetts residence. Your CCPH therapist initiates the referral.

Can I get ADHD medication at CCPH?

We prescribe medication for ADHD to students who have a formal ADHD diagnosis confirmed by psychological testing. The testing should be relatively recent and conducted by a psychologist over multiple sessions. If you have not had testing, talk with a CCPH clinician about options for getting tested on or off campus.

I have a psychiatrist back home. Should I switch to CCPH?

If you are a Massachusetts resident and your home psychiatrist is in state, staying with them is usually the best option for continuity of care. If you are out of state for school, set up an initial consultation with a CCPH clinician to talk about your situation. We can help you decide whether to continue with your home provider via telehealth (when permitted), switch to CCPH, or coordinate between the two.

I'm running out of medication and need a refill. What do I do?

If you are an established CCPH psychiatry patient, contact your prescriber through the Patient Portal or by calling (413) 545-2337. If you have an urgent medication need and your prescriber is not available, call our main line and ask to speak with the on-call clinician.

Are psychiatry visits covered by insurance?

Psychiatry visits are billed to your insurance. There are no co-pays charged at CCPH. See Cost, insurance & billing.

What's the difference between therapy groups, workshops, and drop-in groups?

Therapy groups are closed groups (same members each week) that run for the semester and involve a commitment to attend regularly. They are facilitated by a CCPH clinician and offer a confidential space to work on relational and emotional patterns. Therapy groups are billed to insurance as half of a therapy session.

Workshops are skill-building sessions on a specific topic, like managing anxiety, sleep, or relationships. Facilitators bring a plan; sharing is welcome but never required. Workshops are free.

Drop-in groups are one-off support spaces open to anyone. No registration or commitment to return is required. Drop-ins are free.

How do I join a group, workshop, or drop-in?

See the current schedule on the Groups & Workshops page. Some groups require a brief pre-screening with a facilitator; others let you register and attend directly through the Patient Portal. If you are already working with a CCPH clinician, they can help you connect with a group that fits.

Is what I share in a group confidential?

Yes. Group members agree to keep what is shared in the group confidential, and CCPH facilitators are bound by the same confidentiality rules as in individual therapy. The same legal exceptions apply (see Confidentiality & records).

I'm nervous about joining a group. Is it really helpful?

Many students worry about joining a group. The most common feedback after the first or second session is that students wish they had joined sooner. You control what and how much you share, and a good facilitator makes sure the group feels safe to participate in at your own pace.

How do I get the most out of a group?

Show up regularly, be honest about what you are bringing, and be willing to share both what helps and what does not. Groups are most useful when members take small interpersonal risks together.

What counts as a mental health crisis?

You don't have to know whether what you're going through is a "crisis" to call. People reach out to us when they:

• Are having thoughts of suicide or hurting themselves or someone else
• Are experiencing a recent assault, loss, or traumatic event
• Feel out of control, unable to keep themselves safe, or unable to function
• Are hearing voices or experiencing reality differently in a way that's frightening
• Are worried about a friend, roommate, student, or family member

What happens when I call the crisis line?

During business hours (Monday through Friday, 8:30 a.m. to 4:30 p.m.), you'll reach a CCPH clinician directly. After hours, on weekends, and on holidays, you'll be connected with our partner ProtoCall, a 24/7 service staffed by licensed clinicians who know CCPH. They can talk things through with you, help you make a safety plan, and arrange follow-up at CCPH the next business day.

What happens if I walk in during a crisis?

Walk into CCPH at Middlesex House any time Monday through Friday between 8:30 a.m. and 4:30 p.m. The front desk will let the on-call clinician know you're here, and you'll meet in a confidential space as soon as possible. You don't need an appointment, and you don't need to be a current CCPH client.

What if I'm calling about someone else?

Anyone can call the CCPH crisis line at (413) 545-HELP (4357) to consult about a UMass student they're worried about. We won't be able to confirm whether the person is a CCPH client (because of confidentiality), but we can help you think through next steps and connect them to care.

I'm off campus or out of state. What do I do?

For a life-threatening emergency, call 911 or go to the nearest emergency room. You can also call or text the 988 Suicide and Crisis Lifeline at 988 (available nationwide, 24/7), or text HOME to 741741 for the Crisis Text Line. CCPH clinicians cannot provide therapy across state lines, but we can still talk with you and help you find local support.

What other crisis resources are available on campus?

• UMass Police Department: (413) 545-3111 (on campus, life-safety)
• Center for Women and Community (sexual assault and relationship violence support, 24/7 hotline): (413) 545-0800
• 988 Suicide and Crisis Lifeline: call or text 988
• Crisis Text Line: text HOME to 741741

How do I find a therapist off campus?

Start with a CCPH initial consultation if you can. Your clinician can help you think through what you're looking for and what to ask. Our referral coordinator Bee Email can also help with referral suggestions. Useful directories include Psychology Today's therapist finder, and our Resources page for more specific guidance.

What if I need long-term, weekly therapy?

CCPH is designed for brief and intermittent care, so if weekly long-term therapy is the right fit for you, we will help you find a community provider who offers it. This is one of the most common reasons we refer students out, and it's not a sign that anything is wrong, just that your needs match a different model of care.

Will someone help me actually make the connection?

Yes. Our case managers can help with insurance questions, lists of providers in your area or insurance network, and sometimes warm handoffs (we make the introduction). For most students, the most useful step is a 15- to 30-minute conversation with a case manager after your first appointment.

What about during summer or other breaks at home?

If you'll be out of state for the summer or a long break, talk with your CCPH clinician a few weeks before you leave. We can:

• Help you find a provider near home (using your insurance)
• Write a treatment summary for them with your signed release
• Plan whether you'll return to CCPH in the fall or transition fully

How do I know what my insurance covers off campus?

Call the member services number on the back of your insurance card and ask:

• What are my mental health benefits?
• What therapists in my area are in network and taking new clients?
• Do I have a co-pay or deductible?
• Will the policy holder (often a parent) be notified by Explanation of Benefits, and can I request confidential communications?

If cost is a barrier, ask about sliding-scale providers and community mental health centers, and see our Resources page for low-cost options.

Does CCPH write Emotional Support Animal (ESA) letters?

No. CCPH does not provide ESA letters. The decision about whether an ESA is medically necessary requires a longitudinal therapeutic relationship that our brief and intermittent model is not set up to support. Students seeking ESA documentation should consult an outside provider with whom they have an ongoing therapeutic relationship.

Can CCPH write an ADHD or accommodations letter?

For ADHD or other diagnostic accommodations, the most useful letter usually comes from the clinician who completed your formal testing or who has worked with you long-term. If you've never been tested, talk with a CCPH clinician about your options for testing on or off campus. Once you have a diagnosis, Disability Services on campus determines what accommodations apply at UMass.

What about letters for academic withdrawals or leaves of absence?

If you've been in care at CCPH and your clinician believes a medical withdrawal or leave is clinically appropriate, they can write a supporting letter as part of the process. Talk to your clinician early, and reach out to the Dean of Students office to start the formal request.

I'm transferring to a new provider. Can CCPH send my records or a summary?

Yes. Sign a Release of Information (ROI) naming the new provider, and your clinician will prepare a treatment summary covering relevant history, diagnosis, treatment, and recommendations. Allow up to 2 weeks for the summary to be completed.

How do I request a copy of my records?

Call (413) 545-2337 and ask to speak with the Records Clerk. You will be asked to complete a Records Request form. Allow up to 30 days for processing.