R523-17-8. Standards for Local Authority Mental Health Crisis Lines

  (1) If a Local Mental Health Authority (Local Authority) provides for a local mental health crisis line the Local Authority shall:

  (a) maintain a 24 hour/7 days per week comprehensive telephonic system capable of assessing any individual experiencing a self-defined crisis situation, leading to appropriate crisis stabilization and making appropriate referrals,

  (b) collaborate with the statewide mental health crisis line,

  (c) ensure that each individual who answers calls to the local mental health crisis line:

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

  (ii) individuals employed by a Local Authority or the Statewide Crisis Line who is not yet a certified crises worker, and has been hired to provide crisis services as outlined in this rule, can provide crisis services if:

  (A) they are working under the supervision of a licensed mental health therapist who is a certified crisis worker, and

  (B) they are within 3 months of receiving the certification training required to become a Certified Crisis Worker,

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

  (iv) 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,

  (d) ensure that, based on inability to meet needs based on capacity, the calls are immediately routed to the statewide mental health crisis line,

  (e) ensure that local authorities have a plan for roll over calls,

  (f) ensure 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:

  (i) without the caller waiting on hold,

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

  (iii) within 5 rings or 30 seconds, and

  (g) ensure the discounted call abandonment rate will not exceed more than 5% of the total volume of calls.

  (2) If a Local Mental Health Authority does not provide for a local mental health crisis line they shall use the statewide crisis line as a local resource.

  (3) Local Authorities and the statewide crisis line shall develop and implement a plan for collaboration and coordination of care for ongoing support for individuals accessing the statewide crisis line. This plan should:

  (a) be created collaboratively between the Local Authority and the statewide crisis line, and

  (b) shall include the following components at a minimum:

  (i) policies and procedures for coordination,

  (ii) timeline 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, and

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