Specifications include, but are not limited to: Operate Statewide Warm Line Telephone Response Services from 5:00 p.m. through 12:00 a.m. EST, seven (7) days per week, three hundred sixty-five (365) days per year.
Ensure sufficient number of Warm Line Operators are available to provide targeted support to Callers eighteen (18) years of age and older, living in the State, and experiencing issues related to mental illness and/or a co-occurring Substance Use Disorders (SUDs), emotional distress, or trauma, who are not in a Behavioral Health Crisis.
If no Warm Line Operators are available, ensure Callers are provided an opportunity:
To be placed in queue until a Warm Line Operator is available; or
To leave a message.
Callers must receive a call back from a Warm Line Operator within thirty (30) minutes.
Ensure Warm Line Operators:
Determine when a Caller needs immediate support beyond the scope of the Warm Line.
Connect Callers to the appropriate service using a Warm Transfer when more intensive services are needed.
Callers shall not be forwarded without a Warm Transfer.
Warm Line Operators shall stay connected with the Caller during the transfer process, until the Caller no longer requests the Warm Line Operator’s services.
Provide an opportunity for New Callers to participate in a survey prior to disconnecting a call.
Develop and maintain crisis protocols, ensuring Warm Line Operators understand, implement, and utilize during a Warm Line call.
Provide a sample outline of crisis protocols and the referral process, including but not limited to:
Specific actions required by Warm Line Operators when a Caller requires immediate support beyond Warm Line; and
A process describing how referrals shall be made to the additional services, such as crisis services.
Crisis protocols shall be approved by the Department prior to implementation.
Engage Frequent Callers in a Wellness and Recovery Conversation.
Describe a plan to provide targeted attention to Frequent Callers.
Ensure consumers of behavioral health services, community providers, and the public are aware of what Warm Line services are and how to access the Warm Line when in need.
Describe a marketing plan to promote the Warm Line, including but not limited to:
On-going engagement with crisis services providers to educate about Warm Line services; and
Presentations to Peer centers and agencies.
Maintain telephone equipment and services necessary to support the operation of the Statewide Warm Line Telephone Response Services call center, including but not limited to:
A system call manager