WAC 246-341-0670. Crisis telephone support services — Service standards

Crisis telephone support services are services provided as a means of first contact for an individual in crisis or need of assistance. These services may include de-escalation and referral. (1) A behavioral health agency providing crisis telephone support services must: (a) Have services available 24 hours per day, seven days per week; (b) Assure communication and coordination with the individual's mental health or substance use treatment provider, if indicated and appropriate; (c) Remain on the phone with an individual in crisis in order to provide stabilization and support until the crisis is resolved or referral to another service is accomplished; (d) As appropriate, refer individuals to voluntary or involuntary treatment facilities for admission on a seven day a week, 24 hour a day basis, including arrangements for contacting the designated crisis responder; and (e) Develop and implement policies and procedures for training staff to identify and assist individuals in crisis before assigning the staff member to unsupervised duties. (2) Documentation of a crisis telephone support service must include the following: (a) A brief summary of each service encounter, including the date, time, and duration of the encounter; (b) The names of the participants; (c) A follow-up plan or disposition, including any referrals for services, including emergency medical services; (d) Whether an individual has a crisis plan and any request to obtain the crisis plan; and (e) The name and credential, if applicable, of the staff person providing the service. (3) A behavioral health agency providing crisis telephone services for substance use disorder must ensure a professional appropriately credentialed to provide substance use disorder treatment is available or on staff 24 hours a day, seven days a week.