If your video session drops or you have trouble joining, your provider can switch to a phone call so your session can keep going. You'll get a text first so you know the call is coming. Your phone number stays private — your provider never sees it, and you never see theirs.
How it works
- Your video session runs into a problem, or you have trouble joining.
- You get a text letting you know your provider is about to call.
- Your phone rings. Answer it to continue your session by phone.
- If you'd rather not take the call, you can decline. Your provider will see that and can try again or go back to video.
You don't need to set anything up. This only happens during a session you already had scheduled.
Your phone number stays private
The call goes through ReachLink, not directly between the two phones. Your provider doesn't see your number, and you don't see theirs. You'll see a ReachLink number on your screen instead.
Tip: Calls come from 850-446-8707. Consider saving this number as "ReachLink" in your contacts — this way, if your provider ever needs to reach you this way, the call will show up as a recognized caller instead of an unknown number.
Your session is still part of your record
The phone part of your session is written down and saved with your care record, the same way your video sessions are. If part of your session happened on video and part on the phone, both parts are kept together as one record.
ReachLink also saves basic details about the call itself — things like when it started, how long it lasted, and when it ended.
Good to know
- This is only for sessions. Your provider uses this to continue a session that's already scheduled, not to call you at other times.
- It's not for emergencies. If you're in crisis or need urgent help, call or text 988 (Suicide & Crisis Lifeline), or call 911 if you're in immediate danger.
- It depends on phone service. If your cell service or your provider's is having problems, the call may not go through.
If it doesn't work
If the call doesn't come through, or you're not sure whether a call was really from your provider, don't worry — you can always reach out and check. Message your provider in the ReachLink app, or contact Care Coordination using the details below. They can confirm what happened with your session and help you get rebooked if you need to.
When you encounter technical issues with joining be sure to notify ReachLink immediately. If your provider is not able to reach you by phone or video it may be documented as a no-show.
Still need help?
We're here for you. Reach Care Coordination at:
- Phone: 833-588-7992
- Email: support@reachlink.com