1. Suicide Prevention Protocol with Suicidal Callers

3.  When a nonclinical staff member receives a call from a suicidal person, the call should be sent to a clinical staff member in the immediate area.  Before the “handoff” to clinical staff, obtain the following information:  Veteran’s name  Phone number in the event you are disconnected  Call Location  Social security number  As many details about the crisis situation as possible.  Keep the caller on the line until he/she is in contact with providers or emergency personnel.  Tell the individual that he will be connected with someone who can help and that if the call is lost, the call will be returned.  When a nonclinical staff member receives a call from a suicidal person, the call should be sent to a clinical staff member in the immediate area.  Before the “handoff” to clinical staff, obtain the following information:  Veteran’s name  Phone number in the event you are disconnected  Call Location  Social security number  As many details about the crisis situation as possible.  Keep the caller on the line until he/she is in contact with providers or emergency personnel.  Tell the individual that he will be connected with someone who can help and that if the call is lost, the call will be returned.

5.  If a clinical staff member in your immediate area or ER is not available, a suicidal caller may be routed to the National Veterans Crisis Line via warm transfer. This should be a VERY rare occurrence.  A warm transfer requires giving the Hotline:  Veteran’s name  Telephone number  Last four of social security number  Location of the caller  Situation  This information does not transfer with the caller unless it is given to the Hotline staff, so it is imperative to provide as much information as possible so a rescue can be initiated if necessary.  If a clinical staff member in your immediate area or ER is not available, a suicidal caller may be routed to the National Veterans Crisis Line via warm transfer. This should be a VERY rare occurrence.  A warm transfer requires giving the Hotline:  Veteran’s name  Telephone number  Last four of social security number  Location of the caller  Situation  This information does not transfer with the caller unless it is given to the Hotline staff, so it is imperative to provide as much information as possible so a rescue can be initiated if necessary.

6.  Reassure the Veteran that his concerns are important.  Inform the Veteran that you are going to transfer the call to someone who can help from the National Veterans Crisis Line.  Reassure the Veteran that you will stay on the line while you make this transfer.  Provide the Veteran with the Hotline number (1-800-273-8255) in case the call is dropped.  Inform the Veteran there will be a moment of silence for a brief period while you are contacting the Hotline. Remind the Veteran that you will stay on the line while the connection is made.

7. Press “TRANSFER” and dial (585) 393-7938. Give the caller’s information to the Hotline staff Clarify that you have a Veteran in crisis on the call and introduce yourself as a CTVHCS employee Provide the Veteran’s name, phone number, last four digits of his/her social security, location, and brief reason for the transfer Press the “CONFERENCE” button to connect the two parties. Hang up once connection has been verified by three way conversation, reassuring the respondent that you are leaving them in good hands

8. If you determine that the caller is in immediate danger and/or will not wait for a transfer, try to ask the following questions to redirect the Veteran: Do you have a plan for suicide? Do you have a way to carry out that plan? When do you intend to carry out that plan?  When suicide risk is immediate or imminent, ask another employee to call the VA Police to send local police to the address.  44911 (Temple)  53911 (Waco)  911 (Austin OPC & CBOCs)  If unable to reach VA Police, call 911 to request a welfare check to the caller’s location. Remain on the line with the Veteran until police arrive on the scene. If you are alone, place the Veteran on hold so contact with VA police can be made to request the welfare check. Return to the caller as soon as possible and keep him or her on the line until the local police arrive.  When suicide risk is immediate or imminent, ask another employee to call the VA Police to send local police to the address.  44911 (Temple)  53911 (Waco)  911 (Austin OPC & CBOCs)  If unable to reach VA Police, call 911 to request a welfare check to the caller’s location. Remain on the line with the Veteran until police arrive on the scene. If you are alone, place the Veteran on hold so contact with VA police can be made to request the welfare check. Return to the caller as soon as possible and keep him or her on the line until the local police arrive.

10.  Suicide prevention is everyone’s responsibility, so all staff members must be aware of how to handle a suicidal caller.  This procedure must be followed in every crisis to avoid missing opportunities to render immediate emergency assistance.  We appreciate everyone’s diligence in assisting those Veterans who may be experiencing a mental health crisis.

11.  Questions about the correct procedure for handling a suicidal caller?  Please contact the Suicide Prevention Coordinators:  Linda Methvin (Temple):  254-598-9819 (cell)  Natalie Qualls (Waco/CBOCs)  254-733-5537 (cell)  Alyssa Vougas ( Austin)  254-743-9586 (cell)  Questions about the correct procedure for handling a suicidal caller?  Please contact the Suicide Prevention Coordinators:  Linda Methvin (Temple):  254-598-9819 (cell)  Natalie Qualls (Waco/CBOCs)  254-733-5537 (cell)  Alyssa Vougas ( Austin)  254-743-9586 (cell)