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.

Currently viewing: DOMESTIC VIOLENCE SERVICES (CA-DV)

VIEW THE STANDARDS

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.
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
  • 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.