2022 Edition

Domestic Violence Services (CA-DV) 8: Crisis Hotline

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




Individuals who receive Domestic Violence Services gain a sense of empowerment, improve their well-being, and increase their ability to live safely and independently.
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.
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.
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. 
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
  • Crisis response procedures
  • A schedule, or other documentation, indicating that the hotline operates 24 hours a day
  • Community resource and referral list

  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Survivors
  • Observe hotline operations including back up answering and dispatch system

Fundamental Practice

CA-DV 8.01

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.


CA-DV 8.02

Crisis intervention personnel respond immediately and:
  1. assess each individual’s specific situation;
  2. refer or connect individuals with appropriate resources; and
  3. provide intervention and stabilization, as necessary and appropriate.


CA-DV 8.03

The organization maintains, or has access to, a comprehensive and up-to-date list of 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.


CA-DV 8.04

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