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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  EMPOWERMENT

The process of helping individuals, families, groups, or communities to increase their personal, interpersonal, political, social, and/or economic strength or position and to develop influence that may impact their circumstances.		  
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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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  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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  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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  ELIGIBILITY

The degree to which an individual, family, group, or community meets the specific criteria and qualifications required to receive goods, benefits, or services.		  
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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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Domestic Violence Services
  
Private Org Public Agency  

PA-DV 10: Crisis Hotline Services

 
Domestic violence hotlines provide immediate support, intervention, information, and referrals to individuals in emergency or crisis situations.
NA The agency does not provide crisis hotline services.

PA-DV 10.01

 

Crisis intervention personnel respond immediately and:

  1. evaluate and assess each individual’s specific situation;
  2. make referrals to appropriate resources; and
  3. provide intervention and stabilization, as necessary and appropriate.

PA-DV 10.02

 

The agency maintains, or has access to, an up-to-date resource file of reliable community resources that includes:

  1. name, location, and telephone number;
  2. contact person;
  3. services offered;
  4. languages in which services are offered;
  5. fee structure; and
  6. eligibility requirements.

PA-DV 10.03

 

The hotline operates with:

  1. trained crisis workers 24 hours a day, seven days a week;
  2. a live back-up answering service, or equivalent mechanism, when all incoming lines are busy; and
  3. the capacity to dispatch rescue and other services without disconnecting calls.

PA-DV 10.04

 

To ensure that emergency services are accessed quickly and efficiently, the agency:

  1. consults with police and fire departments, hospital emergency rooms, mental and physical health crisis teams, and the telephone company; and
  2. establishes written procedures for working with emergency responders.
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PURPOSE: Individuals who receive Domestic Violence Services gain a sense of empowerment, improve their well-being, and increase their ability to live safely and independently.
 
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