Crisis Response and Information Services Definition
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.Definition
Interpretation
Stabilization is a combination of methods used to return the service recipient to his or her pre-crisis level of functioning, including:- identifying the precipitating event;
- mobilizing support and resources;
- identifying coping skills; and
- developing plans to ensure safety.
Note:An agency that provides education and support groups as part of its Crisis Response and Information Service will also complete the Coaching, Support, and Education Services (CSE) section.
Note:Please see PA-CRI Reference List for the research that informed the development of these standards.
Note:For information about changes made in the 2020 Edition, please see the CRI Crosswalk.
Crisis Response and Information Services (PA-CRI) 1: Person-Centered Logic Model
- needs the program will address;
- available human, financial, agency, and community resources (i.e. inputs);
- program activities intended to bring about desired results;
- program outputs (i.e. the size and scope of services delivered);
- desired outcomes (i.e. the changes you expect to see in service recipients); and
- expected long-term impact on the agency, community, and/or system.
Examples: Information that may be used to inform the development of the program logic model includes, but is not limited to:
- needs assessments;
- risk assessments; and
- the best available evidence of service effectiveness.
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.
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.
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.
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 Evidence | On-Site Evidence | On-Site Activities |
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No On-Site Evidence
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Crisis Response and Information Services (PA-CRI) 2: Personnel
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.
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.
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.
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 Evidence | On-Site Evidence | On-Site Activities |
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PA-CRI 2.01
PA-CRI 2.02
PA-CRI 2.03
- an individual with an advanced degree in human services and appropriate certification and/or licensure by the designated authority in their state is available to provide clinical supervisory guidance to direct service personnel;
- crisis hotline personnel have immediate access to clinical supervision, when applicable; and
- procedures outline how to access this clinical support.
PA-CRI 2.04
- assessing for and responding to suicide risk;
- special issues regarding age, substance use and mental health conditions, developmental disabilities, and other needs typically presented by the service population;
- prevention of compassion fatigue or “burn-out”;
- procedures for making referrals to, or providing information on, community resources;
- interview techniques;
- handling emergencies including assessing needs in crisis situations, de-escalation techniques, and situations that may require consultation with supervising or cooperating professionals or the police;
- laws governing disclosure of suspected abuse or other criminal behavior;
- agency policy reconciling the principles of consumer confidentiality and the requirements of the law; and
- documentation requirements.
PA-CRI 2.05
- helping direct service personnel process and debrief following a crisis or traumatic event;
- building and maintaining morale;
- providing constructive ways for direct service personnel to approach difficult situations with service recipients; and
- facilitating a structure for ongoing communication and collaboration among personnel.
PA-CRI 2.06
PA-CRI 2.07
- the qualifications, competencies, and experience of the worker including level of supervision needed;
- the work and time required to accomplish assigned tasks and job responsibilities; and
- service volume, accounting for assessed level of needs of persons served.
Crisis Response and Information Services (PA-CRI) 3: Intake and Assessment
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.
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.
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.
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 Evidence | On-Site Evidence | On-Site Activities |
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PA-CRI 3.01
- hours of operation;
- how to access the agency's services; and
- whether crisis services have a particular focus (e.g. mental health or rape crisis intervention).
PA-CRI 3.02
PA-CRI 3.03
- gather information necessary to identify critical service needs and/or determine when a more intensive service is necessary; and
- support timely initiation of services or an appropriate referral when individuals cannot be served, or cannot be served promptly.
PA-CRI 3.04
- if the individual is in imminent danger;
- potential lethality including harm to one’s self or others and risk for suicide;
- the individual’s emotional status and imminent psychosocial needs;
- individual strengths and available coping mechanisms; and
- resources that can increase service participation and success.
Interpretation:Some crisis intervention services, such as mobile crisis units, should include a more thorough psychosocial assessment. This is likely to occur when the treatment provided is much more extensive including the prescribing of medication by a physician.
Interpretation: The Assessment Matrix - Private, Public, Canadian, Network determines which level of assessment is required for COA’s Service Sections. The assessment elements of the Matrix can be tailored according to the needs of specific individuals or service design.
PA-CRI 3.05
- suicidal desire;
- capability;
- intent; and
- buffers/protective factors.
Crisis Response and Information Services (PA-CRI) 4: Crisis Intervention Services
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.
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.
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.
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 Evidence | On-Site Evidence | On-Site Activities |
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PA-CRI 4.01
- provide intervention and stabilization;
- work with the person to develop an action plan;
- work with the person to develop a safety plan, as needed, once it has been determined that no immediate emergency intervention is required;
- never utilize “no suicide contracts” or “no-harm contracts;"
- refer or connect individuals with appropriate resources; and
- follow up with each person within 24 hours, when appropriate.
Interpretation: No-suicide contracts are based on a verbal or written agreement by the service recipient to not engage in self-harm or suicidal acts during a specific timeframe. Research does not support this practice or show that these agreements are effective at preventing suicides, nor have they been found to provide protection against malpractice lawsuits.
Interpretation: In cases of individuals at risk for suicide, every effort should be made to follow up within 24 hours after the initial contact.
PA-CRI 4.02
PA-CRI 4.03
Crisis Response and Information Services (PA-CRI) 5: Additional Requirements for Crisis Hotline Services
Currently viewing: ADDITIONAL REQUIREMENTS FOR CRISIS HOTLINE SERVICES
VIEW THE STANDARDS
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.
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.
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.
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 Evidence | On-Site Evidence | On-Site Activities |
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No Self-Study Evidence
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PA-CRI 5.01
PA-CRI 5.02
PA-CRI 5.03
Crisis Response and Information Services (PA-CRI) 6: Community Connections and Coordination
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.
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.
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.
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 Evidence | On-Site Evidence | On-Site Activities |
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PA-CRI 6.01
- police and fire departments;
- hospital emergency rooms;
- mental and physical health crisis teams; and
- child and adult protective services.
PA-CRI 6.02
PA-CRI 6.03
- name, location, and telephone number;
- contact person;
- services offered;
- languages offered;
- fee structure; and
- eligibility requirements.
Crisis Response and Information Services (PA-CRI) 7: Community Needs Assessment
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.
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.
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.
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 Evidence | On-Site Evidence | On-Site Activities |
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PA-CRI 7.01
PA-CRI 7.02
- collecting data on service use;
- evaluating referral resources on an ongoing basis to assess the safety, quality, and effectiveness of services provided; and
- reviewing quality data quarterly.