Policy: Procedures: CRN Tragedy Support Line Phone Script

Crisis Call Center
Policies and Procedures
Policy: Answering Hotline Calls
Policy Category: Responding to Crisis Calls –
Tucson Hotline - State
Tucson Tragedy Support Line - Local
Number: 1.14 SA
Policy:
It is the policy of the Crisis Response Network of Southern Arizona, Inc. (CRN/SA) to
promptly answer crisis phones, route calls to the most appropriate Crisis Call Center staff
person and assist the caller in resolving their crisis through rapid assessment and crisis
intervention.
Procedures:
1. All Hot Line calls are to be handled in a courteous and professional manner that fosters the
CRN/SA value of inspiring hope.
2. Answering and Routing Crisis Calls from the Tucson Hotline
a. All incoming calls from the State Wide 800# Hotline (1-800-203-2273) or Local
Tucson Tragedy Support Line (520-284-3517) will be directed to the queue and will be
routed to the first available Crisis Specialist.
CRN Tragedy Support Line Phone Script
Initial Answer by a Crisis Specialist
“Tucson Tragedy Support Line. This is
________, how may I help you?”
b. Crisis Specialists will engage the caller to provide the following supportive
interventions:
1. Listen
2. Screen for those needing additional care
3. Normalize the caller’s feelings and reactions
4. Review basic self-care
5. Provide information and resources
i. Crisis Specialist will utilize resources from intranet.
c. If it is assessed by the Crisis Specialists that the caller is in crisis the Crisis Specialist
will move the call to normal procedures as described in Policy 2.01 Conducting
Clinical Assessments and Interventions.
3. Utilization of a Mobile Team
Consult with a Crisis Supervisor regarding the coordination of a Mobile Team.
a. Callers located in the Tucson area:
i.
Page 1 of 3
Mobile Teams may be dispatched using resources from the Tucson Mobile Team
Provider or if capacity exceeds the available local Mobile Teams, Mobile Teams
based out of Tempe may be dispatched on an as needed basis.
Date Issued: 01/12/11
Date Revised: 10/04/11
Date Revised: 04/01/14
Crisis Call Center
Policies and Procedures
Policy: Answering Hotline Calls
Policy Category: Responding to Crisis Calls –
Tucson Hotline - State
Tucson Tragedy Support Line - Local
Number: 1.14 SA
b. Callers located outside of Tucson or GSA 5 Service area:
i.
Callers requiring face to face crisis intervention from a Mobile Team who are
located outside of the Tucson or GSA 5 Service area should be referred to their
appropriate RBHA.
c. The Crisis Specialist will stay connected with the caller until the coordination of
services has been completed.
4. Call Documentation
a. All incoming calls from the State Wide Hotline or Tucson Tragedy Support Line will
be documented on Form 1.14A Tucson Tragedy Documentation Form.
b. If a crisis intervention is required the intervention will be documented in Claimtrak in
accordance with Policy 4.01 Documenting Crisis Calls and also on Form 1.14A Tucson
Tragedy Documentation Form.
i.
Upon completion of the call documentation the Crisis Specialist will provide the
Crisis Floor Supervisor Form 1.14A Tucson Tragedy Documentation Form.
5. Outgoing Transfers
Calls requiring outgoing transfers are to be handled as follows:
a. Staff will inform the caller of the reason for the transfer.
b. Staff will access the phone list from the CRN intranet and will provide the caller with
name and phone number of the agency or person the call is being transferred to for
future use.
c. Prior to transferring the call, staff will thank the caller for contacting the Hot Line and
remind them that they may contact the Crisis Line in the future as needed and provide
the caller with the correct Crisis Line number for their area.
6.
Media Calls
a. Crisis Specialist will collect contact information from Media source and will then email
the information to the Crisis Call Center Director..
i.
Crisis Specialist will not answer questions, it will be indicated that they will pass
along contact information to the appropriate CRN/SA Staff.
Page 2 of 3
Date Issued: 01/12/11
Date Revised: 10/04/11
Date Revised: 04/01/14
Crisis Call Center
Policies and Procedures
Policy: Answering Hotline Calls
Policy Category: Responding to Crisis Calls –
Tucson Hotline - State
Tucson Tragedy Support Line - Local
Number: 1.14 SA
7. Reporting
a. At 11:59pm CRN supervisors will close out 24 hour period of Form 1.14A Tucson
Tragedy Documentation Form.
b. Tempe CRN Supervisors will then sort based on form identifying State Wide 800#
Hotline (1-800-203-2273) or Local Tucson Tragedy Support Line (520-284-3517).
c. Tempe CRN supervisors will scan two reports to Tucson Supervisor and will utilize
CRN Tempe Supervisor User Guide to Scan in Support Line Documentation.
d. Tucson supervisors will scan Tucson Tragedy Support Line documentation and will
utilize CRN Tucson Supervisor User Guide to Scan in Support Line Documentation.
e. Tucson supervisors will complete 1.14B Tucson Tragedy Summary Form and submit to
administration email group.
Approval:
________________________________
Larry Villano
Interim Chief Executive Officer
Page 3 of 3
Date Issued: 01/12/11
Date Revised: 10/04/11
Date Revised: 04/01/14

Download Report