COVID-19 Guidance from MSOs and ASOs

Signal Behavioral Health, a Managed Service Organization (MSO) and Administrative Services Organization (ASO), released this guide with additional recommendations for providers. OBH agrees with this guidance and is sharing broadly.


  • Any supportive care that can be provided is preferred to closing services.
  • Move toward technology-delivered outpatient, crisis, and recovery services to reduce risks for patients and staff.
  • MSO/ASO can likely cover telehealth services for outpatient if not covered by another payer.
  • Providers must notify the ASO of closures and diversions, and the ASO must notify OBH as soon as possible. Review this guidance from CDPHE to help assess closures. 

Client Service

  • Clients discharged from residential should be followed up with over phone until engaged in outpatient services.
  • Continue to offer assistance to clients who are refused admission or discharged due to COVID-19 symptoms or high-risk health status (chronic, serious medical conditions).
  • Ensure that clients and the community know how to access services. 

Clinical Care in 24-Hour/Bed-Based Programs

  • Suspend outside visitation.
  • Separate clients by at least six feet wherever possible.
  • One individual per room is recommended for Crisis Stabilization Units and Acute Treatment Units.
  • Use telephone or video conferencing while the patient remains isolated in their room, or use quarantined staff to provide telehealth services to patients who are isolated in their rooms, including group therapies.

Walk-In Centers

  • Reduce face-to-face contact. Supply flyers outside the facility entrance with instructions to use a video conferencing platform rather than coming into the building. Post a contact number whereby the individual may be connected to a quarantined staff who is healthy but unable to meet with individuals. 
  • When alternatives to face-to-face are not readily available, providers should follow the CDC guidelines for face-to-face intervention and precautionary measures.

Mobile Crisis Response

  • Minimize face-to-face contact by leaving an electronic device with instructions at the doorstep of an individual’s home while the evaluator remains in their car close by. 
  • When video conferencing in near proximity is not an option, virtual assessment or telephonic assessment is encouraged.