Learners can expect a calm, kind, non-judgmental, supportive interaction where it is safe to share their thoughts and needs. Each CRM will treat learners with dignity and respect, taking the time to listen to their concerns, discuss their needs, and assist in finding resources for emotional and physical well-being needs. A learner’s time with a CRM may include identifying ways to navigate and reduce stress, while developing an action plan for growth and change. Learners can expect their CRM to identify another time to connect for follow up after their appointment, as CRMs desire to remain involved in a learner’s care process until successful establishment of care with providers is accomplished. Of course, this is always a learner-driven decision, but it is helpful to know that CRMs want to ensure success and satisfaction with learner care.

Typically, learners can expect their CRM to be genuinely interested in their well-being and want to know what prompted the connection. Learners are likely to experience questions such as:

• What program are you involved in?
• What do we need to address today?
• Tell me a little about what is occurring for you?
• Is this impacting your academics in anyway?
• What resources would you like to consider?
• How can I best assist you in this process?
• Are their specific preferences for your provider(s)?
• How best would you like me to get this information back to you?
• When can we connect again?

Learner information is handled with great care; however, it is not protected by HIPAA. CRMs operate under the Family Educational Rights and Privacy Act (FERPA), so information is shared only with educational personnel who fall underneath FERPA guidelines and have an educational 'need to know' involvement with learner care.

CRMs are available Monday through Friday, during traditional business hours in their local time zones. CRMs are NOT available 24/7 nor are they available during weekends or federally recognized holidays.   

Great question! We would first recommend you let the learner know that you are concerned about them and want to get them appropriate support. First, ask the learner if they are willing to talk with one of your colleagues called a Care Resource Manager. Let the learner know that Care Resource Managers work collaboratively with learners to identify appropriate care options to address their needs. Let them know that we are not counselors, but are caring colleagues who will listen without judgment and help identify some realistic options to help them get support or relief.

If the learner is open to connecting with a CRM, either encourage them to set up an appointment with their regional CRM online or encourage them to either email their regional CRM directly or send an email to the team email inbox: MCCMSCRM@mayo.edu. If the learner is open, you may decide to electronically introduce us to each other via email. CRMs would encourage you to ask the learner how they would prefer to connect with us for care.

If the learner is not open or uncertain, please let them know that CRMs are an available resource to them and show them how to connect with us online.