Student Support Referrals

The Higher Education Case Managers Association (HECMA) provides the following definition for Case Management:

Higher Education Case Managers serve their University and individual students by coordinating prevention, intervention, and support efforts across campus and community systems to assist at-risk students and students facing crises, life traumas, and other barriers that impede success.

Case Managers' responsibilities include the following:

Please note: 

  • Office of Student Support Case Managers are not licensed counselors and do not provide therapy. 

  • Case Managers are not emergency services. If you are concerned about the safety of the student or others, call 911 for emergency support.

When to Refer

Anyone can contact a case manager when they are concerned about a student -- including another student. The student may be in distress due to emotional issues, health, family or personal relationships, grades, academic standing, or other problems. Please submit a Student Support Referral when you first notice that a student appears to be in distress as it is often difficult to determine when a student's problem is serious -- and it's better to err on the side of caution. Referring to the Office of Student Support Case Managers when you are concerned about a student does not get the student in trouble, but ensures a coordinated response. We are here to help.

Frequently Asked Questions

  • What do case managers do?
  • - An on-campus professional who helps students find, coordinate and manage medical, social, academic, mental health-related, and other appropriate services.
    - Provide consultation to faculty and staff regarding students of concern, help problem-solve situations involving such students, and provide feedback to involved parties as needed.
    - Conduct presentations and support other programming to inform students, faculty, staff and community members about recognizing and responding to students of concern.
    - Do not conduct therapy or counseling as they are NOT therapists or counselors.
    - Case Managers are not an emergency service. If there is an emergency please call 911 or call the 988 Suicide & Crisis Lifeline.
  • When should I refer a student of concern?
  • It can be challenging to determine how to support a student in crisis and what the appropriate referrals are based on the type of concern and level of distress. To help campus community members decide how to make appropriate referrals for students in crisis, Student Affairs staff created a Faculty and Staff Response Protocol for Students of Concern.  Please refer to this protocol for guidance. In addition, you can also submit a referral to our office for consultation and support for the student. Please keep in mind that contacting the Office of Student Support when you are concerned about a student does not get the student in trouble. We are here to help.
  • What are the signs that a student is in distress?
  • There are many, but here are some important ones:
    - Academic Indicators: Sudden decline in quality of work and grades or multiple requests for extensions; overly demanding of faculty/staff time and attention; bizarre content in writings or presentations.
    - Physical Indicators: Marked changes in physical appearance including deterioration in grooming and hygiene; significant weight loss/gain; intoxication, hangovers, or smell of marijuana or alcohol; signs of cutting; student appears disoriented or "out of it"; behavior is out of context or bizarre.
    - Psychological Indicators: Self-disclosure of personal distress such as family problems, financial difficulties; mentions grief, excessive anxiety, or contemplating suicide; unusual or disproportional emotional response to events; verbal abuse of others (e.g. taunting, badgering, intimidation); expressions of concern about the student by his/her peers.
    - Safety Risk Indicators: Unprovoked anger or hostility; physical violence (shoving, grabbing, assault, use of weapon); implying or making a direct threat to harm self or others; academic assignments dominated by themes of violence or extreme hopelessness, rage, worthlessness, isolation or despair; acting out, suicidal ideation or violent behaviors; stalking or harassing behavior.
  • How do I get in touch with a Case Manager if I’m concerned about a student?
  • Submitting a referral through the secure online Student Support Referral form is the fastest and most effective way to notify our office of a concern. Once the form is submitted, our team will process it during normal business hours and a case manager will reach out to them within 24 to 48 business hours. 
    You can also call the Office of Student Support during regular business hours to talk with a Case Manager about your concerns and consult about specific details and possible referrals. Phone: 530-754-3734.
    - NOTE: The Case Managers are NOT for EMERGENCIES!
  • What should I do if it IS an emergency or I become extremely concerned about a student during non-work hours?
  • If there is an immediate threat to the community or to any individual, including the student, either through self-harm or interpersonal violence, please call 911 or 530-752-1230.
  • Who should I contact if I don't think the student is going to hurt him/herself or anyone else but they are obviously in need of immediate psychological help?
  • Contact Student Health and Counseling Services - Acute / Crisis Care  at 530-752-2349 or 911. Also, Health 34 | UC Davis Fire Department  is available 24/7. Call 530-754-3434 for non-emergency support and navigation to service.
  • What happens when I refer a student?
  • When you submit a referral through the online reporting process, a case manager will review the report, gather more information, and work collaboratively with various university personnel to determine needed resources and to develop an action plan appropriate to the level of concern. This can take two to three business days. When appropriate, staff will contact the student and provide resources and referrals. This can be done without mentioning your name, if you wish to remain anonymous.
  • If I submit a referral, will someone notify me about what actions have been taken and the outcome?
  • A student’s relationship with our office is protected by the Family Educational Rights and Privacy Act (FERPA). As a result, we are sometimes limited with respect to what we can share without the student’s written consent. However, we can always answer general questions you may have, and are able to share more specific information on a "legitimate educational need-to-know" basis. In addition, you are always welcome to give us information. Although we can't always divulge specific details or outcomes, please feel free to contact us if you have questions and we will share what we can. As much as possible, we try to keep the referring party informed about the status of their referrals.
    For more information:
    Family Educational Rights and Privacy Act (FERPA)
    A Parent Guide to the Family Educational Rights and Privacy Act
    An Eligible Student Guide to the Family Educational Rights and Privacy Act
  • How can I schedule an appointment with a Case Manager?
  • Start the referral process by submitting a report through our secure online form. A case manager will review the information and respond in two to three business days.
  • Will my student of concern referral be kept private?
  • Information that the University maintains about a student is considered part of the student’s educational record. In general, a student’s educational record cannot be released to third parties outside the University without the student’s written consent. Information can be shared with others at the University who have a legitimate educational interest. This includes the Police, Counseling Services, Case Managers, Office of Student Support, Student Conduct and Integrity, Title IX, and others. If in doubt, contact Office of Student Support or campus legal counsel for guidance. Sharing information within the University is critical. Not sharing information about a student of concern could lead to tragic consequences as well as to a judgment that the University failed to do its part. (UC Davis Red Folder) For more information about confidentiality and privacy laws see the UC Davis policy here: Privacy and Disclosure of Information from Student Records (320-21).
  • What is the process for a student to take time off from UC Davis?
  • Sometimes due to extenuating circumstances students decide they need to take time off school.There are several different ways students can take time off. However, a Cancellation and Withdrawal may impact many areas including: health Insurance, residence hall or off-campus housing (rental contract issues), repayment of Financial Aid (Pell grants, scholarships, loans, etc.), academic progress, readmission, etc. As a result, students should consult with their academic advisers, Financial Aid & Scholarships, and other University staff before deciding to cancel and withdraw. Please visit the Registrar's page on Cancellation and Withdrawal for more information.
  • If I take time off of UC Davis, what will I need to do in order to return?
  • Students who have withdrawn from the University must file a readmission form by the applicable deadline before returning to campus to resume their academic pursuits. Please visit the Registrar's page on Readmission to get the deadlines and readmission form. There is a specific process for readmission for graduate students as outlined in the Office of Graduate Studies website.
  • How can I learn more about responding to students of concern?
  • Learning and Organizational Development offers a class several times per year. Additionally, Student Health and Counseling Services provides a number of resources for faculty and staff regarding how to interact with and assist students with apparent mental health issues.
    Case Managers from the Office of Student Support offer a class called ‘Working with Distressed and Distressing Students.’ This class provides an overview of effective strategies for interacting with students in distress, a review of relevant campus resources, and an opportunity for participants to work with case studies to put the information from the course into practice.
  • Is it possible to request a presentation for my department?
  • Yes, the Office of Student Support case managers are available upon request to give presentations to students, faculty, and/or staff. Please submit a request for a presentation. You can also submit an outreach request for a case manager to be present at your programs or events.