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Frequently Asked Questions

General FAQ

 

Who can file a CARES report?

Anyone including faculty, staff, students, and community members. The CARES Team may follow up to ask additional questions to better understand the challenges involved and therefore require the ability to identify and contact the referrer make a referral.

What can a student expect during the CARES process?

Click here for the Cares Process Flowchart - PDF

A student’s relationship with CSULB’s CARES Team is protected by the Family Educational Rights and Privacy Act (FERPA). Without the student’s expressed consent, we are limited in what we can discuss with other parties regarding student-specific information. Additionally, there is no time limit or deadline for resolution. A student’s relationship with the office lasts as long as it is needed

Can CARES provide training for my unit?

Yes, you can request a presentation on our CARES Presentation Request Page.

Will I violate student privacy rights if I contact CARES?

No, CARES members are CSULB employees with whom information from student records may be shared.
Additionally, all CARES records are maintained in a secure and confidential database.

How do I know if a student should be referred to CARES or another campus resource?

The most important step is that you refer the student exhibiting the behavior or experiencing challenges. If another campus resource is more appropriate, the CARES Team will refer the student and handle the transfer of information.

Can CSULB do anything about challenges that are experienced off campus?

The CARES Team can provide some support for off campus concerns and help coordinate off campus referrals.

Who/where should I call after hours?

During emergency situations, please call 9-1-1 or University Police at 562.985.4101. Counseling and Psychological Services (CAPS) has an after-hours phone crisis counselor available by calling 562.985.4001.

How do I refer a student to the CARES Team?

Submit a referral to the CARES Team through our secure online form. Don’t hesitate to call the Dean of Students office at 562/985.8670 if there are any questions. If this is an emergency, please call 9-1-1 while on campus or University Police 562/985.4101

Faculty & Staff FAQ

 

I haven’t heard from a student in awhile. What should I do?

We encourage you to try to reach out to the student first. If you have tried to make contact and there is no reply or you have additional concerns, please do not hesitate to submit a CARES referral using our online referral form.

A student is in danger of failing my class. Can you help?

If a student is in danger of failing a class, it is best to follow-up with the student first about your concerns. If you are aware of additional challenges a student may be managing that is impacting their success and may benefit from the support of the CARES Team, please do not hesitate to submit a CARES referral using our online referral form.

I’m not sure where to refer a student who needs help. What should I do?

You are welcome to call the Dean of Students Office to consult at any time, during regular business hours. Alternatively, please do not hesitate to submit a CARES referral, using our online referral form, for a student in need. We will then outreach to and follow-up with the student to see how we can assist.

If the student is experiencing an emergency or requires after-hours support, please contact University Police at 562/985.4101. CSULB’s Counseling & Psychological Services (CAPS) is also available 24/7 for students who are in need of crisis support. Students can connect with CAPS by calling 562/985.4001.

Is there help available to faculty and staff who are supporting CSULB students?

Yes, absolutely. CSULB’s Faculty and Staff Assistance Program (FSAP) is available to many staff and faculty in need. Please consider contacting FSAP at 562/985.7434 for assistance. Additionally, faculty and staff are also welcome to contact LifeMatters Employee Assistance Program by calling 1/800.367.7474, 24 hours daily, every day of the year for confidential support.

Where can I learn more about how best to support my students?

Please visit CARES’ “Faculty and Staff Resources” for additional information. We also recommend visiting the “Faculty Guide: Assisting the Emotionally Distressed Student,” offered by CAPS, for additional recommendations and support.

Student FAQ

 

I am unable to attend class due to an illness, death in the family or another unforeseen circumstance. What should I do?

It is best for you to contact your instructor directly to explain your situation and let them know that you cannot attend class. We encourage you to contact your instructors as soon as possible and provide/address any classwork due. It would also be helpful if you let your instructor know how you plan to make-up any missed coursework. If you foresee being absent for longer, you should communicate that with your instructors and ask to discuss a plan to keep up with coursework. Attending an instructor’s office hours may also be helpful.

If you need additional assistance navigating options, please considering contacting the Dean of Students Office at 562/985.8670 or the CARES Team by submitting our online referral form.

I have a temporary or ongoing health/mental health condition(s) that affects by ability to do some of my schoolwork or get to class. What should I do?

If you are sick and anticipate missing a class, you should contact your instructor directly to let them know. If you need specific accommodations, you should contact the Bob Murphy Access Center (BMAC) by emailing BMAC@csulb.edu or calling 562/985.5401 for support.

I have experienced a major health incident or catastrophic experience. What are my options?

We encourage you to contact the Dean of Students Office at studentdean@csulb.edu or 562/985.8670 for further support or to discuss options. Alternatively, you can also contact the CARES Team for support by submitting our online referral form. We will follow-up with you during regular business hours.

I am experiencing mental health challenges that are affecting my ability to be successful in my classes. What are my options?

We encourage you to seek support from CSULB’s Counseling & Psychological Services (CAPS) at 562/985.4001. CAPS offers 24/7 supports to students in need, as well as short-term counseling and group support.

Additionally, a student can speak with a Campus Case Manager to be connected to support in the community or on-campus. Contact information for our Campus Case Managers can be found here. Please do not hesitate to outreach to any Campus Case Manager directly.

A student may also benefit from support and accommodations with CSULB’s Bob Murphy Access Center (BMAC). BMAC can be contacted at BMAC@csulb.edu or 562/985.5401.

Please do not hesitate to submit a CARES referral if you would like a member of our team to follow-up with you and discuss supportive options.

I am experiencing challenges that will prevent me from finishing my semester at CSULB. What are my options?

Your options vary based on withdrawal deadlines. Please visit CSULB’s Key Dates and Deadlines to learn more about specific deadlines and options available to you. If you have questions or need help navigating options, please contact your academic advisor, Enrollment Services, the Dean of Students Office or the CARES Team.

Many students who are unable to finish a semester consider options such as seeking incomplete grades, if possible, or will repeat classes.

I need to talk with my professors but I’m not sure what to say or how to approach them.

We know that it can be intimidating to approach a professor, especially when you do not yet have a relationship with them. Please consider reviewing the course syllabus to learn more about options/flexibility a professor may already provide. From there, it is best that you reach out to your instructor directly to communicate your situation and ask for support. The instructor may or may not be able to provide flexibility, however it doesn’t hurt to ask. You are welcome to cc: a Case Manager on your email.

  • Suggested information to include:
    • What is your name and Student ID?
    • What class are you in?
    • What is your ask?
    • You should attach supporting documentation, if applicable, and include how your situation is impacting you academically. If the faculty requires additional documentation, please provide what is comfortable. If you are in doubt or have concerns, please consult with your Case Manager or the Dean of Students Office. Health/medical documentation should be shared with the Bob Murphy Access Center (BMAC) for further assistance.
    • What is your plan going forward?

Why did I get an email from the Dean of Students Office? Am I in trouble?

No, you are not in trouble. CSULB’s Dean of Students Office and the CARE Team frequently reach out to students when we hear they might be experiencing some challenges or need assistance. We want to ensure you have the support you need. Even if you are not sure what kind of support you need, it may be beneficial to connect with us to learn more about options available to you.

Family FAQ

 

I haven’t heard from my student and this is unlike them. Who can help with this?

If you are concerned about imminent harm to your student or others, please contact the police in the city in which they live and request a welfare check. If you need additional assistance or guidance, please do not hesitate to contact CSULB’s University Police at 562/985.4101.

You are welcome to submit a CARES referral using our online referral form to request non-emergency support for a student.

Please note, a student’s relationship with CSULB’s CARES Team is protected by the Family Educational Rights and Privacy Act (FERPA). Without the student’s expressed consent, we are limited in what we can discuss with other parties regarding student-specific information, including family members. 

My student is having difficulties with classwork due to mental health challenges. What should I do?

We encourage you to have your student connect with CSULB’s Counseling & Psychological Services (CAPS) for support. CAPS is available 24/7 by calling 562/985.4001.

Additionally, your student can speak with a Campus Case Manager to get connected to support in the community or on-campus. Contact information for our Campus Case Managers can be found here.

Your student may also benefit from support and accommodations with CSULB’s Bob Murphy Access Center (BMAC). They can be contacted at BMAC@csulb.edu or 562/985.5401.

You are welcome to submit a CARES referral using our online referral form to request non-emergency support for a student. Please note, a student’s relationship with CSULB’s CARES Team is protected by the Family Educational Rights and Privacy Act (FERPA). Without the student’s expressed consent, we are limited in what we can discuss with other parties regarding student-specific information, including family members. 

My student has been hospitalized. What should I do?

We encourage you to contact the Dean of Students Office at 562/985.8670 or studentdean@csulb.edu to discuss supportive and academic options for your student. Alternatively, you can also contact the CARES Team for support by submitting our online referral form. We will follow-up with you during regular business hours.

What other resources may be helpful for family members to know about at CSULB?

We recommend visiting The Beach Family Portal to learn more about CSULB.