Standards for public agencies

2020 Edition

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

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

Currently viewing: CRISIS RESPONSE AND INFORMATION SERVICES (PA-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
Full Implementation, Outstanding Performance
A rating of (1) indicates that the agency's practices fully meet the standard and reflect a high level of capacity.  
  • All elements or requirements outlined in the standard are evident in practice, with rare or no exceptions: exceptions do not impact service quality or agency performance. 
2
Substantial Implementation, Good Performance
A rating of (2) indicates that an agency's infrastructure and practices are basically sound but there is room for improvement.
  • The majority of the standards requirements have been met and the basic framework required by the standard has been implemented. 
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality or agency performance.
3

Partial Implementation, Concerning Performance
A rating of (3) indicates that the agency's observed infrastructure and/or practices require significant improvement.  

  • The agency has not implemented the basic framework of the standard but instead has in place only part of this framework.  
  • Omissions or exceptions to the practices outlined in the standard occur regularly, or practices are implemented in a cursory or haphazard manner.  
  • Service quality or agency functioning may be compromised.  
  • Capacity is at a basic level.
4
Unsatisfactory Implementation or Performance
A rating of (4) indicates that implementation of the standard is minimal or there is no evidence of implementation at all.  
  • The agency’s observed service delivery infrastructure and practices are weak or non-existent; or show signs of neglect, stagnation, or deterioration.
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

PA-CRI 5.01

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

 
Fundamental Practice

PA-CRI 5.02

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

 
Fundamental Practice

PA-CRI 5.03

The agency dispatches rescue and other services without disconnecting calls.