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    Frequently Asked Questions About Talkspace

    Talkspace: Online therapy.

    Talkspace: Online therapy.

    Talkspace is an alternative to traditional face-to-face therapy—offering a convenient, safe and secure platform to connect with its network of 5,000 licensed therapists across all 50 states. And now it’s offered as part of your Navigator Crewmember Assistance Program! Here’s everything you need to know.

    Talkspace is an online therapy platform that provides access to securely connect with a therapist through text, video and audio messages. With Talkspace, you send text, video and audio messaging to your dedicated therapist via web browser or the Talkspace mobile app. No commutes, appointments or scheduling hassles.

    Talkspace is offered through the Navigator Crewmember Assistance Program, which provides 24/7, free and confidential support for you and your household members, regardless of whether you are enrolled in JetBlue Medical. Navigator offers six free sessions with a licensed counselor, per issue per year, for help with anxiety, stress, depression, relationship issues, grief and more. Through Navigator, you can receive six weeks of unlimited messaging access with Talkspace per year.

    All Crewmembers and their household members (ages 13 and older) can use Talkspace for free and confidential counseling  with a licensed therapist for up to six weeks (per issue, per year).

    Note: Message-based therapy is generally not available to California residents. However, this has been waived during the COVID-19 pandemic. California residents will still have access to traditional video-based visits when this waiver is finished (at a date yet to be determined).

    Talkspace is available to eligible individuals ages 13 or older. Individuals under age 18 are matched with providers that have adolescent specialties and parental consent is obtained based on U.S. state requirements for minors.

    Talkspace has taken all legal requirements into consideration to support dependents/users ages 13-17. Each state has different requirements regarding what age necessitates parental consent to start therapy. If parental consent is required by the state, a parent/guardian will be asked to provide and upload an online recording of consent (by reading a script provided by Talkspace) and proof of identification. This online provision of consent and identification is digitally recorded and provided using the Talkspace HIPAA compliant app. Please contact Connect-Support@talkspace.com if you have any questions about the consent process.

    If you’re enrolled in a JetBlue Medical Option, you can continue seeing your same Talkspace provider or a different one using your Behavioral Health Support coverage (through Optum). You will need to visit talkspace.com/connect and select, “Use Insurance Benefits” option and click on “Get Started.” Then enter your Subscriber Number, which is three zeros followed by your 5-digit Crewmember ID, as well as your Group ID number, which is 15337.  The cost of each week of access or live video session will be applied to your deductible and coinsurance.

    If you’re not enrolled in JetBlue Medical, you can continue with Talkspace by subscribing for an out-of-pocket fee.

    Yes, once the registration process has been completed for the Behavioral Health Support benefit, you can search for the provider and schedule time based on the provider’s availability.

    Start by obtaining an authorization code by calling BlueCarpet (1-866-529-1675) and saying “Navigator.” Navigator will assess your needs and give you an authorization code for your six weeks of access to Talkspace.

    To apply your coverage to your existing account:

    1. Log in to your account on the web.
    2. Click on your username.
    3. Select “Check my coverage.”

    From there, you will click on “Get Started” and select the “Use My Employee Assistance Program” option. Register with the email address used when you initially enrolled into Talkspace. You can request additional support by emailing Connect-Support@talkspace.com.

    Talkspace is optimized for Google Chrome, so you will have the best experience using this browser. Talkspace supports the latest version of the following major browsers: Google Chrome, Microsoft Edge, Mozilla Firefox and Apple Safari. Find the Talkspace Therapy and Counseling app on the Apple App Store and on the Google Play Store.

    Using an authorization code from Navigator, you’ll get six weeks of access to Talkspace or six live video sessions with a therapist. One session generally equals one week of access with unlimited messages to your therapist (for a total of six weeks per year) or one completed live video session (for a total of 6 live sessions).

    Messaging with a therapist can be done 24/7 and is asynchronous, meaning that users and therapists do not communicate in real time. You can reach out to your therapist as often as you need to (and at any time of day), and expect to hear back from your therapist within one working day, during their business hours, five days per week.

    With live video visits, you will have access to the provider’s schedule via the Talkspace app or web log-in and can schedule a live video visit based on the provider’s availability.

    To obtain a second authorization code, call BlueCarpet (1-866-529-1675) and say “Navigator.”  Navigator will assess your needs and give you an authorization code for your six weeks of access to Talkspace.

    To apply your coverage to your existing account:

    1. Log in to your account on the web
    2. Click on your username
    3. Select “Check my coverage”

    From there, you will click on “Get Started” and select the “Use My Employee Assistance Program” option. You will register with the email address used when you initially enrolled into Talkspace. You can request additional support by emailing Connect-Support@talkspace.com.

    Questions?

    For more answers to Frequently Asked Questions, click here.