CarePointe – Call. Connect. Care.

CarePointe Call Agent

What is CarePointe?

CarePointe is AltaPointe’s call center that serves as the initial contact for most patients entering into or returning to AltaPointe care. Our knowledgeable CarePointe specialists are standing by 24/7 to take your call. Simply put, CarePointe connects patients with services.

CarePointe specialists direct patients coming into, going out of and transferring between programs within AltaPointe or within the community. Between the hours of 8 a.m. and 4:30 p.m. each weekday, our specialists can screen patients to determine their needs, schedule appointments, handle hospital referrals and connect callers with the appropriate services within the AltaPointe system and in the community.


Click on a question to review the answer.

What can I expect when I call?

Our CarePointe specialists will conduct an assessment over the phone to determine how they can help you. If after answering a number of questions it is determined that you, your loved one or friend would benefit from another provider or other community agency, AltaPointe will assist you by making the appropriate referral in the community.

New callers are asked to supply the following information:

  • Caller’s Name (and/or name of individual in need of services)
  • Date of Birth
  • Home Address
  • Insurance Information
  • Social Security Number

So that each caller seeking care receives the best possible service, the CarePointe specialist answering your call may ask the following questions:

  • Have you ever been a patient at AltaPointe?
  • Describe your current signs/symptoms.
  • Are you able to sleep? Is your sleep affected?
  • Have you had an increase or decrease in appetite?
  • Do you believe you are a danger to yourself?
  • Do you believe you are a danger to others?
  • Do you have any involvement with the police or courts?
  • Do you have any medical problems?
  • Are you experiencing any physical or sexual abuse?
  • Do you believe you may have a substance abuse problem?
  • Have you had previous behavioral health counseling or treatment?
  • Do you have any risk factors?
    • Risk factors may include:
    • Hallucinations
    • Delusions
    • Paranoia
    • Family history of substance abuse/mental Illness
    • No support system

How do I make my first appointment?

Before you can make your first appointment, you will need to call CarePointe at (251) 450-2211 where you will receive an assessment and screening over the phone by one of our specialists. Subsequent appointments may be made at the AltaPointe location where service is received.

What should I bring to my appointment?

Because we want your experience with AltaPointe to be the best and most beneficial, you may be asked to provide or to bring with you to your appointment, the following documents, if applicable:

  • Proof of insurance
  • $25 fee, if you have no insurance
  • Proof of income (to receive consideration for financial assistance)
  • Proof of residency
  • Medications and medication list
  • Court papers or power of attorney document, if needed
  • Directions to AltaPointe location
  • Birth certificate (for children)


How does CarePointe respond to a crisis call?

If you are experiencing a life-threatening emergency, call 9-1-1.
If you are in a psychiatric crisis situation that is not life-threatening, call CarePointe at (251) 450-2211.

CarePointe is AltaPointe’s crisis phone line where we help patients in urgent situations. Our caring specialists are trained in crisis assessment and de-escalation, and, when necessary, can dispatch a Crisis Response Team. These highly skilled professionals are adept at calmly, patiently guiding a caller through dire situations.

Our Crisis Response Team

Sometimes people need extra help. AltaPointe’s Crisis Response Teams can help you when you are experiencing a time of crisis. Our teams can provide additional services for you during those times by coming to you wherever you are in Mobile County. We want you to contact us if you are experiencing any new or increased signs or symptoms. It is important that you practice coping skills and learn how to avoid a crisis altogether.

What to do if you are in Crisis – Learn More

What are the signs that someone is in a mental health crisis?

There are a number of signs and symptoms that may point to an impending crisis for an individual living with a mental illness. The following list includes some behaviors that may indicate the need to ask for help when exhibited:

alcohol use
being anxious
bizarre behavior
danger to others
danger to self
drug use
erratic behavior
homicidal thoughts
mood swings
not eating
not sleeping
not taking medications
nuisance behavior
sleeping too much
suicidal thoughts
verbal aggression