Crisis Intervention

A clear crisis intervention policy and staff training on crisis intervention help ensure quick resolution of emergencies to minimize any damaging consequences (i.e., acute medical, social, physical or emotional distress).

Standard Criteria

Agency has a policy for client crisis intervention services that ensures all onsite emergencies are addressed immediately and effectively.

Clients are provided resources to address a crisis after hours.

  1. All clients are provided with emergency contact information that includes resources and guidance to secure assistance outside of agency business hours.
  2. The need for a crisis plan is determined for each client. Indificual crisis plans must include at minimum information on service providers who are accessible 24 hours a day and able to handle emergency situations.
  3. Program staff is trained on agency crisis policy and how to respond to crisis situationhs.
  4. Administrative Policy and Procedure manual addresses crisis intervention protocol for incidents that occur on site.

Best Practices

A crisis plan is specific to an individual client’s needs.  Plans should be developed to ensure a client is able to navigate services during crisis and has specific instructions and provider contact information.  Co-occurring disabilities or life circumstances affect the nature and extent of the plan, i.e. people with mental illness or at risk of domestic violence need to have their special needs addressed in advance to minimize the impact of emergencies.

Case managers discuss with clients what constitutes a crisis.

Case management agency has assessed crisis intervention service providers to ensure quality and appropriateness of their services and care.

Programs develop a mechanism to assess a pattern of individual use of crisis intervention services (i.e., frequency, repeat types of situations, resolutions) in order to minimize situations leading to crisis.