Those in need of crisis services can present to FCC Behavioral Health (FCC) in the following ways:
- Referral
- Telephone Contact (Self or Family Member/Other)
- Walk-In
- Behavioral Health Response (BHR)
When an individual presents to FCC via a referral, telephone contact (self or family member/other), or walk-in, a QMHP will administer a mental health screening to determine the level of need/risk. If the person is in crisis, the ACI team member will provide an immediate intervention to ensure stabilization. If the individual is not in crisis, the ACI team member will address any needs identified, provide resources, and make referrals as appropriate.
As mentioned above, a person can present to FCC via the utilization of the Behavioral Health Response (BHR). FCC maintains a published, centralized, 24-hour staffed toll-free hotline number (1-800-356-5395) that provides a direct means of crisis assessment for persons in crisis, their families, and agencies needing assistance. The BHR telephone crisis line is the primary means for crisis assessment and referral to appropriate community resources and activation of crisis intervention services provided by regional administrative agents.
When an individual contacts the toll-free hotline number, BHR will attempt to resolve the issue via a telephone intervention; however, in the event an issue cannot be resolved in this manner, BHR will transfer the caller to an Access Crisis Intervention (ACI) team member at Family Counseling Center (FCC). BHR will do so via a conference call and will not end the telephone call until a connection has been established. If contacting additional staff from a specialized program is necessary, BHR will contact the ACI team member on call who will contact the specialized staff. Each team member will remain in contact with the caller until a warm transfer has occurred. The phone contact will be documented on the crisis contact note and will include the following: (1) Name, (2) Location of Caller, (3) Phone Number, (4) Age or Date of Birth, and (5) Presenting Problem.
In the event, a resident of our service area (S.A. 19) presents for services in another service area, the administrative agency may authorize service provision by the crisis response team responsible for serving the geographic area in which the caller presents. In this situation, the ACI team member staffing the BHR telephone call shall coordinate linkage between the two administrative agents by providing each of the agencies with appropriate documentation.
When an individual presents to FCC via BHR (between the hours of 8:00 am and 6:00 pm), the call is immediately transferred to an available, in-office ACI team member for review. Once an individual is determined to be in crisis, an ACI team member will implement an intervention to promote stabilization. If an individual is not in crisis, the ACI team member will address needs, provide resources, and make referrals as appropriate.
BHR presentations that occur after hours will be transferred to the on-call ACI team member. BHR has each ACI team member’s updated contact information on file and will utilize the ACI team member’s work/personal cell phone for contact. An on-call schedule is developed monthly and forwarded to BHR. The ACI team member shall respond to the call within 10 minutes. In the event, an ACI team member cannot be reached; BHR will contact the Crisis Coordinator. Any BHR clinical documentation will be emailed to FCC by 8:00 am the following day.
An answering machine will be turned on at each site after normal working hours. A caller who contacts FCC will be instructed to contact the toll-free hotline number if in crisis. A call received from the crisis line will never be transferred to a recorded message.
In the event an individual calls BHR and relays a situation considered life-threatening, BHR will immediately notify local law enforcement, ambulance, and/or other emergency personnel for assistance. BHR will remain on the line until assistance arrives. In the event of an emergency, BHR staff will do the following:
- Direct the caller to the nearest emergency room.
- Will notify Family Counseling Center’s on-call ACI team member of the disposition immediately following arrival of the emergency assistance personnel.
- Will email all clinical documentation of the contact to FCC by 8:00 am the following day.
Regardless of how the person(s)-served in crisis presents to FCC, the ACI team member will do the following:
- Complete a crisis note for all calls requesting crisis services/intervention. This note shall obtain sufficient information to determine the needs of the person and how to best address the identified needs. This note shall be completed within 48-hours of service delivery.
- Obtain the person’s demographic information. This information may be provided by the person, family, BHR staff, or referral source.
- Attempt to determine if the person is actively in services with FCC, new to services, or has a closed chart from previous treatment. If the person is a FCC person(s)-served, the person-centered care plan will be reviewed.
- If the person has an active chart, the ACI team member should investigate to determine if the person has an active Care Coordinator.
- FCC will meet the confidentiality requirements as defined in 9CSR 10-7.030.
- FCC will retain ACI documentation for a minimum of five (5) years.