Standards for private organizations

2020 Edition

Crisis Response and Information Services (CRI) 5: Additional Requirements for Crisis Hotline Services

A functional system operates to provide an immediate response to individuals in crisis.
NA The organization does not provide crisis hotline services.
2020 Edition

Currently viewing: CRISIS RESPONSE AND INFORMATION SERVICES (CRI)

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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.
1
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
2
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • Active client participation occurs to a considerable extent.
3
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
4
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or 
  • Documentation is routinely incomplete and/or missing.      
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
No Self-Study Evidence
  • Coverage schedules for the previous six months
  • Interviews may include:
    1. Program director
    2. Relevant personnel
  • Observe hotline operations including back up answering and dispatch system

 
Fundamental Practice

CRI 5.01

Crisis hotlines operate 24 hours a day, seven days a week.

 
Fundamental Practice

CRI 5.02

A live back-up answering service, or equivalent mechanism, is used when all incoming lines are busy.

 
Fundamental Practice

CRI 5.03

The organization dispatches rescue and other services without disconnecting calls.