Behavioral Health Engagement
Behavioral Health Engagement
Human-Centered Design (HCD) is the process CMS uses to understand the experiences of people who interact with our programs and services. Instead of making decisions based only on what we think people need, we directly involve clinicians, patients, third-party vendors, federal partners, and CMS employees to collaboratively understand the context of their work and engagement with CMS. Through this collaborative approach, CMS gathers insights that directly shape our policies and programs. This ensures CMS services aren’t just technically correct but genuinely helpful in people’s everyday lives.
In early 2022, CMS conducted the Behavioral Health Human-Centered Design Customer Engagement to understand the barriers to accessing prevention, treatment, and recovery services for substance use disorders (SUD), including mental health and effective pain management. CMS engaged directly with a broad range of external customers, including care team members, advocates, individuals with SUD experience, and researchers in academia, through interviews and onsite visits to capture their lived experience.
As a product of our research, we co-created the “Beacon of Hope”, “Pathways to Recovery”, and “The Story of Sam” illustrations with our external customers to represent their perspective and highlight the barriers individuals’ face as they seek to access SUD services through the lens of the healthcare system, a support team, and an individual with lived experience.
The Behavioral Health Customer Engagement supports CMS’ Behavioral Health Cross-Cutting initiative, a priority for CMS.
Beacon of Hope
‘Beacon of Hope’ reflects the healthcare system’s role in supporting individuals on their journey to recovery. This perspective emphasizes how CMS can help build a more effective and responsive system — one that ensures the right services and resources are available when and where they are needed. While individuals may face significant challenges along the way, a well-coordinated and compassionate healthcare system can make a meaningful difference in achieving lasting recovery.
Pathways to Recovery
‘Pathways to Recovery’ is grounded in the perspective of support — focusing on how best to assist individuals as they begin their recovery journey. CMS emphasizes the importance of meeting people where they are, ensuring they have the tools and resources needed to be set up for success, and reminding them they are not alone. We recognize that each person’s path to recovery is unique, and there is no single, uniform journey.
The Story of Sam
‘The Story of Sam’ is told from the perspective of an individual living with a substance use disorder. It highlights the motivations and supports that help Sam stay on track toward recovery. By following Sam’s journey, CMS aims to promote a deeper understanding of the recovery experience from the individual’s point of view.
Page Last Modified:
06/23/2025 04:41 PM