Out of California Calls Protocols

Introduction

Calls from out of California impact our ability to provide quality care to our local callers. Our goal is to refer callers from outside of California to the National Suicide Prevention Lifeline or to their local crisis lines. We must still remember to assess appropriately and provide basic care to empower the caller to reach out for help. We want to make sure callers are safe, and to refer them to resources that are closer to them.

Establishing Good Contact

Establish good contact with the goal towards assessing for suicide. Let the caller know that that you care about their well-being. In one sentence, listen, empathize, and summarize the caller’s concern before moving on to the assessment.

Example Script: “I’m glad you are reaching out for help and I know how difficult it can be to take that step. I hear how stressful it is to be unemployed.”

Assessment

Our primary goal is to assess the caller’s imminent risk before directing the caller to the Lifeline. Proper assessment requires a reasonable attempt at establishing good contact with the caller. If you have any concerns about the caller’s safety, even after the initial assessment, stay on the line with the caller. After the counseling portion of the call, you will have another opportunity redirect the caller to their local resources.

Protocols for callers who are not at imminent risk

Once you are confident that the caller is not at imminent risk of suicide then you can ask directly for the city of the caller. If the caller is outside of California, you should redirect the caller to the Lifeline or to their local crisis line. If time & resources allow, we recommend you complete a warm transfer to the local crisis line. Otherwise, provide the appropriate crisis line number and encourage the caller to reach out for help.

Example script, “I’m glad you are reaching out for help and I know how difficult it can be to take that step. We are a crisis line located in Oakland, California intended to serve our local area. I’d like to connect you to your local resources. I want to offer you the National Lifeline number, 1-800-273-TALK. Calling that number will connect you to local resources.”

Protocols for callers who are at imminent risk

If the caller response or affect gives you reason to believe they are at imminent risk stay on the line with them until their safety is established or emergency procedures are completed.

Protocols for regular callers from outside California

Look in the CSS Call Database in the Themes Box to see if the caller is continuing services with CSS