Consent
Who can give consent at a group home?
DCM, House manager, Shift supervisor, or house parent
In the middle of gathering information, the call drops. What do you do next?
Use "211 Call Back Number" to reconnect with the Operator
OR
Directly call back the person requesting services using their number
You can bypass checking in at a school if you have been to the school before and know your way around.
No, you should always check in at the front desk or with Administration when at a school.
True or False
It is important to give out the referral phone number so callers can bypass 211 in the future, especially if they complain about wait times.
FALSE!
We should never give out the direct number to the referral phone.
Referral forms are due within __ of your Dispatcher shift
24hrs
If you can't get consent from the parent/guardian for a school call, who else could you get consent from?
Ask school for the "Emergency pick up list" and get temporary consent from a person listed there.
You respond to a crisis call involving a minor. The call ended up being cancelled. Do you still need to turn in a consent form (verbal or signed)?
Yes, consent is needed any time we talk to a minor.
School requests assistance with 2 students in crisis. The students are not related. How many clinicians do you dispatch?
2 Clinicians
The caller reports the individual in crisis has recently self harmed by cutting. You confirm the individual does not need medical attention. What do you do next?
Continue screening the call and dispatch a clinician.
BONUS - when dispatching the clinician, you advise them to do an (appropriate) body check for recent cuts on client.
True or False
It is important to send the clinician a copy of the completed form (with all times) by the end of the clinicians shift.
True!
True or False?
A person with Power of Attorney can provide consent for service for an adult individual.
False.
While on a TH call, things seem to be escalating. What could you do next?
Call LEO for wellness check
Dispatch in person and continue session in person
A clinician has already been dispatched at XYZ Elementary. The school calls in for another student while the clinician is still at the school. Do you dispatch another clinician?
Yes!
although the current clinician COULD take the additional call, they are not required to.
In the middle of your crisis intervention, LEO shows up at the request of the parent. They decide to Baker Act your client.
Is this call considered opened or cancelled?
Opened! We spoke to the client and have information to complete the assessments. We can continue to follow up with parent and can see the client again after they are discharged from the hospital.
Name 3 events in which you should update the group chat. Name as many as you can for additional $100 each correct answer
Beginning of shift with the rotation
Call in
If call is dispatched
Next clinician in rotation
Shift change rotation/overnight rotation
A parent states they have guardianship over their adult child. What documents should we ask for?
Copies of legal guardianship paperwork that have been signed by a judge.
The caller reports recent aggression and believes the individual they are requesting might have a weapon or access to a weapon. The caller is refusing a Dual Dispatch. What do you do next?
Inform caller that we are unable to dispatch in this case without LEO and refer them back to 211.
Advise a supervisor of these cases.
Parent requests assistance for their child, but child is currently located at school. What should you do next?
Call school directly to advise parent is requesting MRT to be dispatched. Ensure we have school's consent to see child there.
Father is requesting a clinician be dispatched to see their child, but child is currently at mother's home. What do you do next?
Request mother's phone number so we can confirm child is with her and to obtain her consent to dispatch a clinician to her home.
True or False
An adult individual is requesting Telehealth service. They are refusing to provide their DOB or address. It is ok to dispatch a clinician anyway.
For safety of the individual, we must have their address, even for a TH call. We must also have an individual's DOB to successfully create an MR#
Consult a supervisor if you are ever in this situation.
You obtained verbal consent from someone on the emergency pick up list at a school. Who do you send the consent packet to for signatures?
the parent or guardian
Two calls come in at 3:58pm. You screen one by 4:15pm and the other one by 4:45pm. How do you dispatch these calls?
4:15p call goes to Day Shift
4:45pm call goes to Evening shift
You are unable to obtain consent from the parent for a school call. There is no emergency pick up list for the child.
Should you let the school know we are unable to dispatch in this situation?
Yes! The school will want to know so they can continue with their flow chart for this student.
A supervisor has completed a BA for your client. You are located at the client's home. Are you obligated to wait for LEO to come transport the client to the hospital or can you consider the call completed?
You are required to see the call through to it's resolution - in this case LEO picking up the client and ensuring safe transportation to the hospital.
The next clinician in rotation is not answering their work phone. You have called one time and texted them one time. About 3 minutes have lapsed since your first attempt. What should you do next?
Call clinician's personal phone
Text Clinician's personal phone
Call a supervisor
Dispatch the following clinician in rotation if 10 or more minutes have passed since your initial attempt.