READY TO USE
A client is in a mental health crisis
A client is in emotional crisis, talking about hurting themselves, or cannot stay safe.
Start here
Do this today
- 1
If anyone is in immediate danger, call 9-1-1.
- 2
Stay with the person if it is safe. Call or text the Arizona crisis line together. A mobile crisis team can come to them.
- 3
Remove or move away from anything they could use to hurt themselves, if it is safe to do.
- 4
After the crisis, help them connect to ongoing behavioral health care. If they may have a serious mental illness, ask about an SMI evaluation.
- 5
Write down what happened and tell your supervisor the same day.
Real starting points
Who to call
Arizona Statewide Crisis Line
- Hours
- 24 hours a day.
- Who qualifies
- Anyone in a behavioral health crisis in Arizona, with or without insurance.
- Next step
- Call or text. Ask for a mobile crisis team if the person needs someone to come to them.
988 Suicide and Crisis Lifeline
- Phone
- 988
- Hours
- 24 hours a day. Call, text, or chat.
- Who qualifies
- Anyone in emotional distress or a suicide crisis. Veterans can press 1.
- Next step
- Call or text 988.
Solari SMI eligibility (after the crisis)
- Hours
- Call for current hours.
- Who qualifies
- Anyone in Arizona can ask to be evaluated for a serious mental illness (SMI) designation. AHCCCS is not required.
- Next step
- Start the request through a behavioral health provider, or call Solari for help. Gather records first.
Mercy Care member services for members with SMI
- Hours
- 24 hours a day.
- Who qualifies
- Maricopa County members with an SMI designation.
- Next step
- Call for care coordination after a crisis.
Get ready
What to bring
- Nothing is needed to call the crisis line
- After the crisis: medication list and names of current or past providers
- Hospital discharge papers, if any
- AHCCCS card, if they have one
Avoid a dead end
What usually goes wrong
- Handling a crisis alone. Call your supervisor or on-call lead.
- Waiting for the person to call later. Make the call together.
- Losing the person after the crisis. Set the follow-up before you leave.
- Assuming someone without AHCCCS cannot get an SMI evaluation. They can.
Use your own words
What to say
I’m with someone who is in crisis right now. They are [describe what is happening]. They are [safe / not safe] at this moment. Can you help, and can a mobile team come to us?
Check the fit
If your client is...
65+
The Senior HELP LINE (602-264-4357) can help connect older adults to behavioral health support after the crisis.
Veterans
Call 988 and press 1 for the Veterans Crisis Line.
Has a record
A record does not change access to the crisis line or an SMI evaluation.
Limited English
Ask the crisis line for an interpreter.
Youth 18 to 24
Adult SMI services start at 18. Evaluations can start at 17 and a half.
Keep a second door open
If this fails
If you cannot reach the crisis line or the person is in danger, call 9-1-1. After the crisis, if an SMI request stalls, call Solari with the request date and ask what is missing.
Practice itOne scenario, about 15 minutes
A fictional client, 34, tells you during a check-in that they don’t see the point anymore. They have no AHCCCS and no current provider.
- What do you do first?
Stay with them, ask directly about safety, and call the crisis line together. Call 9-1-1 if there is immediate danger.
- Does no insurance block help?
No. The crisis line and an SMI evaluation do not require AHCCCS.
- What happens before you leave?
A safety plan, a follow-up time, a provider connection started, and your supervisor told.
After-action review
- What was supposed to happen?
- What happened?
- Why was there a difference?
- What will you do differently?