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For customer support, please call 833-484-6359 or email help@timely.md.

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To start your visit, click ‘Sign In’ at the top right

24/7 TalkNow & Scheduled Counseling
For more information or for any questions not addressed here,
please call us toll-free at 833-484-6359 or email help@timely.md.

General Information

What is CWRU Care?
CWRU Care is a convenient way for all undergraduate, graduate and professional students at Case Western Reserve University to receive 24/7, no-cost TalkNow and Scheduled Counseling services. All you need is an internet connection.

What is TimelyMD?
TimelyMD is an independent company that provides virtual visits for students at Case Western Reserve University.

Who can use CWRU Care?
All undergraduate, graduate and professional students at Case Western Reserve University, Cleveland Institute of Art, Cleveland Institute of Music and KSU College of Podiatric Medicine.

How do I login?

To log in:

  1. Scroll to the top of this page and click sign in.
  2. Click ‘Sign In’ at the top right of this page. Mobile and tablet users will be directed to download the TimelyMD app. After you download the app, click on “Sign Up for TimelyMD” to setup your account using your .edu email address and your name as it appears on your student ID. If you still have trouble, call us at 833-484-6359 or email support at help@timely.md.
Hours and Timing

When is CWRU Care available?
You can complete an online visit at any time, 24 hours a day.

How soon will I get a response?
Our goal is to provide a response within one hour, 24 hours a day.

Prescriptions

Can I get a prescription?
CWRU Care counselors cannot write prescriptions.

What is TalkNow?

TalkNow is immediate access to a mental health professional 24/7. You’ll be able to discuss anything from general anxiety to loss of a family member to a critical situation. When you log in, just click TalkNow, and you’ll be connected with a professional to quickly get the help and advice you need.

Counselors can help with: 

  • Gender issues
  • LGBTQ+ support
  • BIPOC support
  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • and much more…
Is TalkNow only for emergency situations?

No. TalkNow can be used for any kind of emotional support, including critical situations.

TalkNow is immediate access to a mental health professional 24/7. You’ll be able to discuss anything from general anxiety to loss of a family member to a critical situation. When you log in, just click TalkNow, and you’ll be connected with a professional to quickly get the help and advice you need.

Counselors can help with: 

  • Gender issues
  • LGBTQ+ support
  • BIPOC support
  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • and much more…
How does Scheduled Counseling work?

Scheduled Counseling gives you scheduled options to speak to a licensed counselor. By choosing Scheduled Counseling, you have the ability to pick your counselor  based on your needs and busy schedule. Just like TalkNow, you may talk to a counselor on Scheduled Counseling about anything from depression and anxiety to grief, addiction and more.

Our counselors can treat:

  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • Gender issues
  • LGBTQ+ support
  • BIPOC support
  • Various other issues
Cost and Insurance

How much does a visit cost?
All undergraduate, graduate and professional students at Case Western Reserve University, Cleveland Institute of Art, Cleveland Institute of Music and KSU College of Podiatric Medicine receive free visits.

Records and Security

Will my provider know I’ve completed a visit?
If you are a CWRU Care patient, your visit records will be saved as part of your records. For your convenience and with your consent, patient records will be shared with Case Western Reserve Counseling Services.  If you want to share your records with a physician or psychologist outside of CWRU Care, you can print or email your records, or call 833-484-6359 to have us send a copy of your CWRU Care records to your provider.

Is my personal information safe?
All the information you provide is encrypted and protected. Our Terms of Service gives more information on how we protect the personal information provided through our website.

Do I have access to records of my visit(s)?
Yes. You can access your visit records at any time through your account.

Technology

What browsers do you support?
CWRU Care requires you to use a modern browser to ensure your data is secure and your experience is awesome. You can use any of the following browsers for your visit: Internet Explorer 11 or newer, Safari 11 or newer, Chrome, or Firefox. If you don’t have one of these browsers, you can download Chrome or Firefox for free.

How can I access CWRU Care?
You can access CWRU Care from any web-enabled device – smartphone, tablet, laptop, or desktop. Mobile and tablet users will be directed to download the TimelyMD app.

Can I access CWRU Care outside of the United States?
Our technology was built to be accessible anywhere in the world that has a stable internet connection. If you are outside of the U.S. in a country without internet restrictions, you may be able to access TalkNow (immediate emotional support) by using a U.S.-based VPN or US-based phone number. TalkNow is the only service that may be available internationally.
To learn more about setting up a VPN from CWRU, visit https://vpnsetup.case.edu/.
Is CWRU Care accessible to individuals with disabilities?

Yes. We fully acknowledge the importance of accessibility, and have made significant accessibility updates to both our web and mobile interfaces. Our platform can be accessed through a web-based graphical user interface, mobile app, or through a telephone-based interactive voice-response (IVR) interface — whereby phone visits are arranged by a Customer Service Representative 24/7 (Call 833-484-6359).

App Accessibility Information (TimelyMD app):

If you are downloading the TimelyMD mobile application for the first time and setting up your account, you will see an option during your account setup to select accessibility features. If you have already downloaded the TimelyMD app and created your profile, go to “More” → “My Preferences” → “Accessibility” to enable Accessibility Mode. Or, you can call customer service at 833-484-6359, and we can turn on Accessibility Mode for you.

Website Accessibility Information:

If you are accessing via the web (via a laptop or desktop computer), click on “Account” (in the top-right corner) after logging in to the platform. Then select “Preferences,” and turn on “Accessibility Preferences.”

Our platform is also compatible with all industry standard OS and browsers allowing screen magnification/zoom, brightness settings, custom mouse settings and keyboard shortcuts, etc. All platform content and emails related to care include hidden content only available to screen readers to assist sight-impaired users.

Cancellation Policy

For all Scheduled Counseling visits, the patient may cancel up to 24 hours prior to the time of the visit. Within 24 hours of the visit time, it will be considered a no-show of a live visit and will count against the student’s allotted number of visits for the year.

I'm under 18 years old. Can I access care?
Yes. If you are under the age of 18, please follow these steps:
  • Have your parent or guardian create an account through this page or the TimelyMD mobile app.
  • Your parent/guardian will need to notify our customer support team to be placed in the correct practices (via the chat on this page, 833-484-6359, or help@timely.md).
  • You can then log into your parent/guardian’s account using their credentials (available remotely).
  • You will then select a service, select that the visit is for “My Child”, and add your information.
  • Once the visit is complete, both you and your parent/guardian will have access to the visit notes in the account.

Once you are 18 years old, you can create your own account.