Consent
A young adult calls in for their younger minor sibling who they live in the home with. It is okay to dispatch a clinician to the call as the adult sibling is home with the minor client.
False. We need to get consent from one of the parents before dispatching even if they are not in the home. Once we do that it is fine to send a clinician to the home if an adult such as the sibling remains in the home with the client.
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
Everyone that calls in past 12am receives a mandatory Telehealth response.
FALSE!
Although dispatchers should thoroughly screen for safety for overnight calls before dispatching in person.
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.
An adult calls in and reports feelings of anxiety and that they took benzos the previous night to help and they just want to talk to someone. What do we do next in the screening process?
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.
An adult calls in for services as they are feeling suicidal and depressed but lives with their parents who own the home. Who do we need consent from in order to dispatch to the home?
The adult calling in and One of the parents in the home
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.
Consider calling a wellness check anyway
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 mother calls in stating her 5 children are in crisis as their father was recently arrested in front of them stating all her children are scared and crying. The children’s ages are 2,3,5,7,&10. How many clinicians do we send out?
- Consult a Supervisor
- 2 clinicians, possibly 3
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