OCS Outcomes Report 2015-2016
Fraser Health Crisis Line The 24-hour Crisis Line has been operating for 45 years under various names which reflected the area served: Surrey Crisis Line, South Fraser Regional Crisis Line, and now, Fraser Health Crisis Line. The service is designed to provide an immediate, appropriate response to individuals experiencing varying degrees of distress which includes provision of emotional support and information that will result in the desired outcome of the caller’s increased ability to cope. Calls are screened for non-mandated service requests and all callers are assessed for physical and psychological safety. Specific tools for assessing suicide and assault/homicide risk are in place. Using evidence-based, best practice approaches, call-takers create a call environment characterized by active listening, empathic understanding and non-directive problem-solving. Outreach calls are placed at the request of callers who are concerned about suicide risk or the mental well-being of another person. During times of heavy demand, callers have the option of waiting in queue for the next available call-taker, leaving a message to request a call-back and/or contacting one of the other services cited in our outgoing message. Serving as an additional access point for callers with issues related to suicide and/or mental health, the crisis line also responds to calls made to 1800SUICIDE and 310Mental Health Support. The service provided to these callers is identical to that offered to those who dial the crisis line number except that when demand exceeds capacity, calls are routed among a small network of crisis lines in an effort to increase call answer rates. A very small staff team supports and supervises a large, diverse and ever-changing group of more than 125 volunteer call-takers. The service delivery model is based on 90% provision by trained and professionally supervised volunteers and the remaining 10% delivered by paid staff. All call-takers must successfully complete the volunteer training and demonstrate competency in communication, counseling, risk assessment, and referral-making skills. They must also have knowledge of mental health issues including suicide and addiction, family and domestic violence, and other related areas. Every call-taker has at their immediate disposal a Quick Reference Guide that ensures calls are responded to in a consistent and appropriate manner.
• 39,858 calls taken – 30% increase in past 5 years • 20,500 volunteer hours • 81.74% of callers increase their ability to cope
Quality Improvements 1. Implemented a revised Service Record in response to problems identified through the PQI process with the previous version.
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