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Before Behavioral Health Case Manager Amekia Newman’s first contact with a member, she stops to think how she’d feel if she were in the same situation. For Social Worker Brandi Johnson, that’s also top of mind, as she’s seen how unexpected events can change life for members in an instant.

That empathy made all the difference for a BlueCare member in the aftermath of Hurricane Helene,  which moved across the Southeast and Southern Appalachian area including Northeast Tennessee late last September, resulting in fatalities and widespread damage from wind, flooding and landslides. The pair offered much-needed support to this member who Amekia had already been helping to get treatment for a behavioral health condition.

“Our BlueCare teams quickly reached out to members who lived in areas of Northeast Tennessee affected by the hurricane and flooding,” Amekia says. “This was a coordinated effort to provide information on resources for shelter, food, supplies and care, in addition to helping them with transportation related to that care.”

Amekia tried contacting this member several times. With sparse cell-phone service in the hard-hit area, days passed before the member responded.

“When she contacted me, she said she’d lost family members in the storm,” Amekia remembers.  “Her home was damaged, and she didn’t have power. She seemed overwhelmed.” 

Jumping in at a moment of distress

With an understanding of the member’s behavioral health needs and the emotions she expressed, Amekia offered information on virtual behavioral health services until the member could see her provider. Amekia then asked Brandi to contact this member about area resources and support.

As a resident of Northeast Tennessee, Brandi knew firsthand what the region and its residents were facing. In the days and weeks following the hurricane, Brandi volunteered in the affected areas.

“I wanted to first connect with this member,” Brandi says. “I told her that I live near the impacted area, and I get it.”

Brandi provided information about a disaster helpline and support offered through the American Red Cross. She also shared resources for home repairs, utility assistance, and food. 

Brandi contacted the member regularly over several weeks to check on her and to provide additional resources as other organizations came to the area to help. Amekia was ready with other behavioral health resources if needed.

A move in the right direction

The member let Brandi know she appreciated the information on local resources. She also expressed gratitude for the assistance from this BlueCare team.

“You have no idea what this means to me, to get the response and caring support you have sent my way,” the member said.

Amekia said knowing they helped to ease this member’s burden and stress gives her the greatest satisfaction.

“‘They show up for me’ – that’s what I want our members to say about BlueCare,” Amekia says. 

That’s exactly what the member expressed in one of her messages to Amekia and Brandi: “Thank you all for the support. I really appreciate it so very much.”

Brandi believes showing people you’re going to be there in their moment of need can make an enormous impact.

“I want them to know that their health insurance company is [made up of] real people,” Brandi said. “We’re members of your community, and we have your back.”