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 AltaPointe Health’s continuum of care and in the community.


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What can I expect when I call?

Our CarePointe specialists speak directly with you 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 providing the appropriate referral information.

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 questions such as the following:

  • Have you ever been a patient at AltaPointe?
  • Describe your current signs/symptoms.
  • Have you ever had or do you have current thoughts about harming yourself or others?
  • Are there any legal issues that we should be aware of or for which you are seeking assistance?
  • Is your alcohol and/or drug use a concern?
  • Have you had previous behavioral health counseling or treatment?
  • Do you ever see or hear things that others don’t hear or see?

How do I make my first appointment?

Call CarePointe at (251) 450-2211 to speak to one of our specialists, who will gather some basic information over the phone to set up the appropriate services. 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 should be prepared to bring the following documents with you to your appointment:

  • Photo ID
  • Proof of insurance
  • If you are uninsured, bring a $25 fee, proof of income, and proof of residency.
  • Medications and medication list
  • Court papers or power of attorney documentation, if applicable
  • Birth certificate (for children entering BayPointe)


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 self/others
drug use
erratic behavior
homicidal thoughts
mood swings
not eating
not sleeping
not taking medications
obsessive behavior
sleeping too much
suicidal thoughts
verbal aggression