Region One Crisis Call Center Services

Crisis Call Center shall provide clinically informed, 24-hour-per-day, 7-day-per-week, 365-day-per-year crisis response and coordination services for residents of Region One through telephone, text, and web-based chat. Services shall support suicide prevention, crisis assessment, de-escalation, referral, linkage, and real-time coordination with the regional crisis continuum.
- The Crisis Call Center will operate as part of that continuum and will coordinate with Community Services Boards, the regional crisis hub, mobile crisis providers, emergency services, hospitals, 911/Emergency Communications Centers, law enforcement, REACH, and other community partners as appropriate.
- Utilize the DBHDS-designated call center software, data platform, or other required technology and comply with applicable operational guidelines for suicide risk assessment, engagement, documentation, and crisis coordination.
- Implement a standardized level-of-care assessment process consistent with DBHDS requirements and Region Oneapproved protocols. Based on assessment and established decision pathways, determine the appropriate response and coordinate mobile crisis, Marcus Alert, emergency services, law enforcement, care navigation, or other services as clinically indicated.
- Provide real-time coordination of crisis care, including dispatch or mobilization of mobile crisis resources when within the Contractor’s assigned responsibilities and coordination with the regional crisis hub and other partners.
- Provide and maintain a transition and continuity plan for assuming or transferring crisis call center responsibilities, including safe transition of calls, data, workflows, and coordination functions.
- Maintain an implementation and stakeholder-engagement process involving mobile crisis providers, CSB Emergency Services, hospitals, emergency departments, diversion programs, 911/Emergency Communications Centers, law enforcement, and other relevant partners.
- Maintain a staffing model sufficient to provide uninterrupted services, including appropriate clinical oversight and supervision at all times. Interpretation and translation services shall be available 24/7 to address caller communication needs.
- Partner with Region One’s Regional Office for ongoing review and development of operating policies, referral pathways, local resource information, and structural outlines for each CSB catchment area.
- Participate in monthly regional meetings to review utilization, performance, data, service coordination, trends, and improvement opportunities.
- Provide data through the platform and reporting mechanisms established by DBHDS and Region One at required intervals, and promptly communicate significant trends, incidents, service disruptions, or material differences in outcomes.
- Support crisis-prevention communication and information resources, including suicide-prevention information, warning signs, community resources, risk and protective factors, and other relevant behavioral health crisis information as directed by Region One.