Compliance & Regulations
California's 988 call centers are committed to providing high-quality, confidential mental health support, adhering strictly to HIPAA regulations to protect callers' privacy. Counselors at these centers undergo extensive training to ensure they are equipped to handle a wide range of mental health crises effectively. California mandates continuous education and compliance checks to maintain the highest standards of care and confidentiality. This rigorous approach ensures that those in crisis receive the compassionate, secure, and professional support they need.
Crisis Counselor
Demographics
Crisis Counselor Demographics
Qualifications
All crisis center staff and volunteers have completed a minimum of 40 hours of training, including a minimum of 32 hours of formal training with 8 hours of co-worker experience prior to independent assignment. California crisis centers cover a wide range of issues despite their specific focus on areas such as suicide prevention, mental illness, and substance use crisis therefore, our training programs must equip trainees with the ability to deliver effective crisis intervention skills across various areas.
Mandatory Curriculum
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Evidence-supported suicidology and crisis intervention theory including suicide safety assessment intervention strategies safety planning and voluntary/involuntary intervention criteria and procedures.
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Farm to others, non-suicidal self-injury (NSSI), domestic violence, sexual assault, child abuse / elder abuse / vulnerable adults, legal/ethical issues, community resources, clinical documentation, program policies, supervisory consultation process, mental health concerns, substance use, medications and their use, and follow-up procedures
Mandatory Skills
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Ability to assess safety and crisis situations, including suicide and/or homicide risk.
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Ability to actively engage, build rapport, and Empower individuals in crisis.
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Effective use of least invasive Crisis Intervention techniques.
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Collaborative problem-solving skills and development of safety strategies.
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Proficiency and referring individuals to appropriate community resources.
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Responding with respect and cultural relevance.
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Accurate record keeping and policy implementation including concise note-taking during the same work shift for the benefit of subsequent specialists.
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Demonstration of appropriate use of supervision and adherence to agency policies regarding supervision requirements
Accreditation Requirements
The crisis center must provide proof of certification/accreditation from one of the following:
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American Association of Suicidology (AAS)
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International Council for Helplines (formerly CONTACT USA)
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Alliance of Information and Referral Systems (AIRS)
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The Joint Commission
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Commission on Accreditation of Rehabilitation Facilities (CARF)
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Council on Accreditation (COA)
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Utilization Review Accreditation Commission (URAC)
State/county licensure, as approved by the Administrator Centers without certification/licensure may still be able to join the network, assuming there is a demonstrable need for a center in that area, and the center signs the provisional status amendment, by which it agrees to obtain certification within a set time frame.
Overseeing Entities
Vibrant Emotional Health
Process
988 CA Centers maintain a monthly policy and procedue meeting with Lifeline region liaison to discuss strengths, barriers, and progress toward QI plans as necessary.
Incident reports and grievances are reviewed as needed. Consumers may file a grievance with Vibrant Emotional Health.
Frequency
Monthly: Leadership meets monthly with Vibrant Emotional Health region liaison to review current KPIs and policy and procedures for 988 services.
As Needed: California 988 Centers meet with various Vibrant Emotional Health Teams (Clinical Best Practices, Quality Assurance, and 988 LCCT Operations).
Advocates for Human Potential (AHP)
Process
During monthly 988 meetings, AHP reviews center and statewide KPIs, standards, and center policy and procedures. Contractual agreements and deliverables are evaluated.
When California centers do not meet state and SAMHSA deliverables, California centers receive communicationl from AHP QI and Data Coordinators to discuss barriers and quality improvement plans, as appropriate.
Frequency
Monthly: All 988 California centers meet for a statewide meeting to review statewide KPIs and standards. 988 CA Centers reports out SAMHSA and DHCS deliverables monthly, collected and reviewed by AHP.