SERVICE

One or more organization-operated programs or activities that have a common general objective and deploy the organization's material and human resources in a planned and systematic manner. An organization that publicly promotes or identifies itself in writing as offering a service, is licensed to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.		  
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  COMMUNITY

A specific group of people living in the same locality and who may share a common culture, values, and norms. Communities can also be defined by race, religion, ethnicity, age, occupation, political status, tribal affiliation, interest in particular problems or outcomes, or other common bonds. The term "community" encompasses worksites, schools, tribes, residential neighborhoods, business districts, recreational areas, and health and human service sites.		  
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  CRISIS INTERVENTION

The immediate response to the acute needs of a person in crisis including referral to appropriate community resources, advocacy, support, or direct assistance.		  
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  PERSONNEL

The body of employees and/or volunteers that carries out the organization's tasks under the organization's administration and/or supervision. This definition does not include foster parents who are specifically referenced in relevant standards		  
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  REFERRALS

Resource suggestions provided to consumers to address problems or needs that are beyond the scope of the organization's mission.		  
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  SERVICE RECIPIENT

The individuals, groups, organizations, or communities that use, receive, or benefit from programs and services. Service recipients can include consumers, patients, family members, legal guardians, advocates, public/private organizations, employers, and purchasers. All are regarded as significant stakeholders served in a variety of agencies and practice settings.		  
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  PROCEDURES

Written instructions that outline the steps for performing a task(s) or operationalizing an administrative or service delivery process. A procedure can be written as a step-by-step set of instructions or as a narrative description of a process. A procedure tells someone how to do something not just what to do.

Unlike policies, procedures do not need to be approved or reviewed by the governing body, and need not be associated with a specific policy. For example, whereas a broad anti-discrimination policy requires grievance or other procedures in order to be operationalized within an organization, assessment procedures do not require a governing body approved assessment policy.

Note: Procedures are sometimes referred to as administrative policies.

  
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Crisis Response and Information Services: Crisis Intervention; Crisis Hotline Services; Information and Referral Services
  
Private Org Public Agency  

PA-CRI 6: Crisis Intervention Services

 
The agency responds immediately and appropriately to individuals in crisis situations.
NA The agency does not provide crisis intervention services.

PA-CRI 6.01

 

Crisis intervention personnel respond immediately and:

  1. evaluate and assess each person’s specific crisis;
  2. provide intervention and stabilization;
  3. work with the person to develop an action plan;
  4. work with the person to develop a safety plan as needed;
  5. make referrals to appropriate resources; and
  6. follow up with each person within 24 hours, when appropriate.
Update: Revised Standard, Added Research Notes - 03/01/09
Research Note: A personalized action plan can lead to a reduction in distress through the identification of resources through referrals and alternative coping strategies. Additionally, action plans created through collaboration can help service recipients feel more in control of their situation as well as find options that are more compatible with their particular situation.
Research Note: A personalized safety plan and appropriate follow-up can help suicidal individuals cope with suicidal feelings in order to prevent a future suicidal crisis from resulting in a suicide attempt or possibly death. The focus of the safety plan is to not only have a plan that will keep the individual safe but to help anticipate problems that might occur in implementing the action plan and therefore avoid those problems. The safety plan may be developed once it has been determined that no immediate emergency intervention is required.

PA-CRI 6.02

 
Crisis personnel are available on-call by telephone 24 hours a day, on a walk-in basis during regular business hours, by mobile unit, and/or by telephone referral.
Interpretation: Twenty-four hour on-call coverage can be provided through ongoing agency-operated coverage of its telephone, or through a cooperating community emergency telephone hotline.

PA-CRI 6.03

 
Written procedures address the provision of treatment and referral in crisis situations, including those involving victims of violence, individuals threatening suicide, medical crises, and other emergencies.

PA-CRI 6.04

 
Supervisory personnel review service interventions within 24 hours.
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PURPOSE: Crisis Response and Information Services operate as part of the community's crisis response system to provide immediate, dependable responses and reliable information to promote safety and stability for the individual in crisis.
 
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