Does On-Call need contacted?
A customer goes to the hospital.
Yes - on-call needs notified anytime a critical incident report occurs which would include a customer going to the hospital
A staff didn't show up for their shift.
No - it is on-call's responsibility to manage call-ins and arrange coverage for a shift or cover the shift themselves.
Exception would be if on-call is already working a shift and is unable to find coverage for a second call-in. (all options should be exhausted before notifying back-up)
A customer is evaluated at the hospital for increased mental health symptoms
Critical - due to emergency mental health
To send out on-call notes at the end of their on-call shift
Yes - it is preferred that on-call notes are sent daily during the weekday (by 9am) and by 8:30am for Friday-Sunday on-call shifts
A staff couldn't access WebMail
No - they can address this with their team lead during next business day
A critical incident report needs completed but on-call cannot get into IMPA due to not being set up.
Yes - back-up is responsible for uploading to IMPA if on-call is unable to BUT someone should not be on the on-call rotation UNTIL they have had Critical Incident Report training and allowed access to IMPA.
A customer has 6 hours of non-supervised time but is gone from the site for 8 hours and hasn't contacted staff.
Neither - this would only be a critical if a Missing Person's report is filed, they were found in jail/hospital/etc. or that they had no non-supervised time and their location was unknown.
To stay at home and not go anywhere while on-call so they can be ready to answer the phone and go in if needed.
No - you can still have a life while on-call but should be prepared to answer the phone and attend to situations as they arise.
A staff member notices that the NARC count is off for a customer and they are missing 2 NARCs.
Yes - incorrect NARC counts have to be reported to a supervisor immediately and then that supervisor needs to inform their PD and PD's inform ARD.
On-call had to go into a site because a customer was having increased symptoms.
No - back-up does not need to be aware when On-call is attending to situations in person.
A customer was administered another customer's medications by staff and poison control is contacted. Poison control states to monitor the customer but that medical attention isn't needed.
To go to the hospital with a staff member who was injured during their shift during after hours
Yes - a supervisor must attend all work comp appointments with staff unless the staff requests otherwise
A customer has increased symptoms - auditory hallucinations, pacing, hitting the walls
No - on-call does not need contacted for out of baseline behaviors UNLESS the staff needs assistance with problem solving but we should be training/encouraging our staff how to manage increased symptoms per Crisis/Safety plans.
A staff called into their shift due to not having a vehicle and are stating that they will not find coverage even though that is policy.
No - On-call can manage this situation without the help from Back-Up. They can include this information in their on-call notes so supervisors are aware next business day.
A room search is completed and staff find marijuana and methamphetamine in a customer's bedroom. Law Enforcement is called to pick up and dispose of the paraphernalia. Staff provide the paraphernalia to the police when they arrive.
Neither - if the police did not speak with the customer and simply came for drug disposal then this is not a critical or non-critical.
You would just document in the customer's service documentation what was found during the room search.
To fill an open shift during their on-call rotation that was not covered by TL/SC previously.
I.E. A staff had PTO for Monday 4-12 but the TL/SC didn't find coverage so on-call is responsible to cover.
No - this is the responsibility of the TL/SC to manage and should not fall on on-call to manage last minute.
A customer wants to attend a community activity but wants on-call to take them since they are more aware of the activity and helped plan it. The customer is declining to go with staff.
No - it is not on-calls responsibility to go in for non-emergent situations.
On Monday a storm came through town resulting in a bedroom having water enter. Staff were able to clean up the water with towels and utilized fans to dry it out. The customer agreed to sleep on the couch for the night while their room dried out.
No - if the situation is managed then Hunter/SC/PC can be notified next day and they will contact the landlord or external companies if repairs are needed.
An Urgent Care appointment is made due to a customer having cold-like symptoms.
Non-Critical - if the appointment is scheduled for a medical situation (even at Urgent Care) then it is not a critical but still falls under the criteria for a non-critical.
To respond in person when law enforcement are involved at a site home
No - if the situation does not require a supervisor response and can be managed via phone with the staff and law enforcement then no in-person response is not required.