R523-17-11. Minimum Standards of Care and Practice for the Statewide Crisis Line

  (1) Certification or accreditation shall include:

  (a) proof of certification/accreditation from one of the following:

  (i) American Association of Suicidology (AAS),

  (ii) CONTACT USA,

  (iii) Alliance of Information and Referral Systems (AIRS)

  (iv) The Joint Commission on Accreditation of Rehabilitation Facilities (CARF),

  (v) Council on Accreditation (COA),

  (vi) Utilization Review Accreditation Commission (URAC), or

  (vii) DNV Healthcare, Inc.

  (b) State/county licensure, as approved by the division Administrator or designee,

  (c) telephone crisis service must provide:

  (i) screening and triage,

  (ii) psycho-social support, and

  (iii) connection to appropriate resources.

  (d) follow-up capability to callers as clinically appropriate,

  (e) services that are staffed by skilled professionals capable of assessing and making culturally competent, appropriate referrals,

  (f) the use of trauma-informed screenings and assessments and incorporating this information into safety planning, referrals and follow-up interventions,

  (g) the initiation of mobile crisis services when available that are linked with walk-in crisis service facilities when available.

  (2) Suicide Risk Assessment Standards shall include the adoption of the National Suicide Prevention Lifeline Suicide Risk Assessment Standards minimum requirements.

  (3) Imminent Risk Policies shall include the adoption of the National Suicide Prevention Lifeline Policy for Helping Callers at Imminent Risk of Suicide

  (4) Follow Up Policies shall include:

  (a) maintaining and implementing a policy detailing follow-up procedures including but not limited to:

  (i) safe-care transitions,

  (ii) rapid referrals,

  (iii) caring contacts, and

  (iv) care bridging strategies.

  (b) This policy shall detail how the Statewide Crisis Line will work with community partners and the local crisis lines.

  (5) Warm Hand-off Policies shall include:

  (a) maintaining written procedure defining and detailing a "warm hand off" process that allows for unique adaptations for each LA crisis service structure, in collaboration with the statewide crisis line.

  (b) This initial procedure for a Warm Hand Off shall read as follows:

  (i) If clinically indicated, provide a warm handoff to LAs providers.

  (ii) A warm handoff may include:

  (A) a conference call or other direct communication with the LA provider to arrange immediate crisis support and scheduling an appointment for follow up support,

  (B) if other needs are expressed by callers then additional resources may be offered to help access local recovery oriented support services as needed, and

  (C) coordination with each local authority regarding preferred communication and resources access as uniquely adapted to each local community.

  (iii) A warm hand off will be done via conference call to facilitate a personal introduction between a Statewide Crisis Line caller and their local behavioral health treatment providers, as well as the exchange of pertinent information, to promote the continuity of care.

  (iv) The elements of a successful warm hand off include:

  (A) orienting the caller as to what to expect,

  (B) positive provider to provider communications, and Providing accurate information regarding the caller's current

  (C) condition, treatment and service needs, and safety goals.

  (v) The steps to initiate a warm hand off includes:

  (A) assessing callers for their level of acuity and need,

  (B) offer to provide a person to person introduction to a representative in their local area,

  (C) explain the conference call process to the caller,

  (D) contact the predetermined designated number for provider in their local area,

  (E) communicate the caller's situation and needs, and

  (F) introduce the caller and remain on the line as needed to facilitate the conversation.

  (vi) In the event that a warm handoff is clinically indicated and the individual is not able to receive a warm handoff for any reason, a minimum of one follow up "Caring Connection" shall be provided within 72 hours if contact information was able to be collected for the caller.

  (6) Crisis Line Community Collaboration and Coordination plan shall include:

  (a) a published plan in place that outlines community resources available,

  (b) a plan published that outlines the plan for community collaboration with the following partners at minimum:

  (i) Local Authorities including Mobile Crisis Outreach Teams,

  (ii) law enforcement,

  (iii) hospitals (Emergency Departments),

  (iv) health plans,

  (v) schools, and

  (vi) any other crisis services in the local community.

  (c) The Statewide Crisis Line shall enter into MOU's with each Local Authority operating a Crisis Line and/or Mobile Crisis Outreach Teams and shall make good faith efforts to enter into MOU's with parties described in R523-17-11 (6b).