R523-17-10. Statewide Mental Health Crisis Line Standards

  (1) The 24 hour/7 days per week statewide crisis Line shall adhere to the following standards:

  (a) collaborate with Local Authorities running local crisis line,

  (b) the statewide crisis line shall develop, and implement a plan for collaboration and coordination of care for ongoing support for individuals accessing services with Local Authorities,

  (c) plans should be created collaboratively between the Local Authority and the statewide crisis line,

  (d) plans shall include the following components at a minimum:

  (i) policies and procedures for coordination,

  (ii) timelines for care transitions that includes process for warm hand off, appointment scheduling, and follow up,

  (iii) clear expectations of communication between agencies including contact lists and shared resources lists,

  (iv) a plan for regular review of data to ensure quality of continuity of care.

  (v) assurance that each individual who answers calls to the statewide crisis line:

  (A) is a mental health therapist and/or Certified Crisis Worker,

  (B) meets the standards of care and practice established by this rule, and

  (C) has access to a licensed mental health clinician by direct transfer of the call that does not require a call back to the person in crisis if the non licensed crisis worker cannot stabilize the caller.

  (vi) assurance that regardless of the time, date, number of individuals trying to simultaneously access the local mental health crisis line a mental health therapist or crisis worker answers the call:

  (A) without the caller waiting on hold,

  (B) being screened by an individual other than a mental health therapist or crisis worker, and

  (C) within 5 rings or 30 seconds,

  (vii) the discounted call abandonment rate will not exceed more than 5% of the total volume of calls,

  (viii) 90% of statewide crisis line calls shall be answered in state as reported by the National Suicide Prevention Lifeline call data, and

  (ix) assurance that the statewide crisis line has the capacity to accept all calls that local mental health crisis lines route to the statewide crisis line.