Summary

If you're on a call with a member and they're in a crisis situation, please refer to this guide to help you navigate through the situation and ensure their safety:

Quick Guide for Crisis

Types of Emergencies

• Medical Emergencies:
  • eg. Severe chest pain, profuse bleeding, loss of consciousness, symptoms of stroke, etc.

• Suicidal Emergencies:
  • Member presents any indication of thoughts of self-harm or thoughts of desire not to live                      OR
  • Reports concerning symptoms such as hopelessness, helplessness, inescapable pain, etc
    
    
• Threats Against Others:
  • Member threatens to harm someone

• Domestic Violence/Intimate Partner Violence
  • Member states that a person is at risk of harm from a member of household or intimate partner, etc 

• Other Emergencies
  • Eg. Member reports being exploited, reports dangerous conditions, need for substance abuse treatment, etc

Process

If a Member is experiencing a medical or mental health crisis as described above:

Open the guide and follow the steps based on the type of emergency.

If a third party calls in regards to a crisis with a member:

• “Thank you for reaching out. We aren't able to talk about or give member information to third parties. If someone is in crisis or needs help, please call your local emergency services or the National Suicide Prevention Lifeline at 988.”

Once the crisis is addressed and the member is safe:

• If the person is enrolled in Vida, send a note through the HG platform to the provider letting them know: 
• What type of crisis it was 
• Were they transferred to emergency services 
• Any additional details from the calls
• Please include a note to ask the primary provider to share this info with other providers. 

• If the person is not enrolled in Vida, please put any documentation in Genesys/ZenDesk  

• Reach out to your Lead

Other things to note:

• If a member hangs up or is disconnected, please call back as soon as possible. 
• If there is no immediate risk of danger, document and contact your Lead for support.
• You can call 415-366-3996 to debrief (Leave message if prompted)