W. Va. Code R. § 69-19-3 - 988 Crisis Hotline Center

3.1. Designation of 988 Crisis Hotline Center.

3.1.1. The Secretary shall designate a crisis hotline center or centers every even state fiscal year.

3.1.2. In order to be designated as the state's 988 Crisis Hotline Center shall:

3.1.2.a. Be or have the ability to become certified, accredited, or licensed according to the 988 Suicide & Crisis Lifeline standards;

3.1.2.b. Be a member or join the NSPL Network as West Virginia's call center;

3.1.2.c. Have the capacity to verify callers statewide through caller identification mechanisms that are immediately documented upon receipt of the call and ensure that teletypewriter services are available at all times for people who are deaf, hard of hearing, or have a speech impairment.

3.1.2.d. In addition to answering calls, have the capacity to answer chats and texts to 988.

3.1.3. If the designated 988 Crisis Hotline Center is unable to perform its duties adequately under any agreements with the state, W. Va. Code § 16-42-1 et seq., the duties contained in this rule, or any other state or federal law, the Secretary may:

3.1.3.a. Cancel any contracts, grants, or other agreements with the call center pursuant to the terms of such contracts, grants, or agreements and designate a new 988 Crisis Hotline Center; or

3.1.3.b. Designate additional 988 Crisis Hotline Centers.

3.2. Duties of the 988 Crisis Hotline Center.

3.2.1. In addition to the duties set out in W. Va. Code § 16-42-2(b), the 988 Crisis Hotline Center shall:

3.2.1.a. Provide and maintain a toll-free suicide prevention and behavioral health crisis hotline center within the state 24 hours a day, seven days a week;

3.2.1.b. Answer at least 90 percent of calls, chats, and texts coming into the call center by person within 15 seconds;

3.2.1.c. Achieve commitment to safety or initiate emergency response if commitment to safety cannot be ensured during the call, chat, or text;

3.2.1.d. When appropriate, refer individuals using the hotline center by a warm transfer to crisis services, including mobile crisis response services or crisis receiving and stabilization services;

3.2.1.e. Assess all calls, chats, and texts it receives for suicidality using established procedures; and

3.2.1.f. Administer follow-up contact, at a minimum, within 48 hours of every initial call, chat, or text, again at one week, at four weeks, and at three months to ensure that the callers, chatters, or texters obtained the services to which they were referred to offer additional supports and to track outcomes.

3.2.2. Training of 988 Crisis Hotline Center Staff shall include:

3.2.2.a. Applied Suicide Intervention Skills Training (ASIST) and any other suicide prevention trainings recommended by the Department or SAMHSA and its 988 subcontractors;

3.2.2.b. Cultural competency, motivational interviewing, trauma-informed care, and person-centered care; and

3.2.2.c. Ensuring and documenting staff participation in trainings, peer reviews, and meetings as determined by the department.

3.3. The hotline center shall work with 911 call centers or public safety answering points (PSAPs) to develop workflow protocols and warm transfer procedures for designated behavioral health-related calls, chats, or texts between 911 to 988.

3.4. The hotline center may divert a contact to 911 if:

3.4.1. The individual needing intervention is willing and able to provide clarification on their location and receive help;

3.4.2. A third-party is seeking help for someone else and the third-party is reporting an imminent risk of bodily harm or a suicide attempt in progress; or

3.4.3. The contact is not related to the services provided by the hotline center.

Notes

W. Va. Code R. § 69-19-3