Crisis call protocol for front desks (988 warm transfer)
Every person or system that answers your phones needs a clear plan for callers who may be in crisis. This protocol is a starting point. Your clinical leader should review and adapt it.
What are signs a caller may need urgent help?
- Talking about wanting to die or harm themselves or someone else
- Describing a plan or the means to do it
- Saying they cannot stay safe
- Being intoxicated and in danger
- Reporting a medical emergency
When in doubt, treat it as urgent.
What should front desk staff do on a crisis call?
- Stay calm and listen. Do not argue or minimize.
- Ask: "Are you safe right now?" and "Where are you?"
- If there is immediate danger or a medical emergency, tell the caller you are calling 911 and do so, giving their location.
- If there is no immediate danger, offer to connect them with 988, the Suicide and Crisis Lifeline.
- Stay on the line during a warm transfer if the phone system allows it.
- Notify the on-call clinician immediately.
- Document what was said, what you did and who you notified.
What does a warm transfer to 988 mean?
A warm transfer connects the caller to the next person while you stay on the line to introduce them. For 988, you can ask the caller if they are willing to be connected, then conference or help them call or text 988 directly if your system cannot transfer.
What should staff not do on a crisis call?
- Do not leave the caller on hold
- Do not promise confidentiality you cannot keep
- Do not try to provide therapy
- Do not hang up before a clear handoff
How should the protocol handle existing clients?
Follow your practice's crisis procedure for current clients, which may include contacting the treating clinician or on-call line first.
How should teams train and practice this protocol?
- Role-play the protocol at hire and every year.
- Keep the steps next to every phone.
- Review every crisis call the next business day.
How should AI agents and answering services follow this protocol?
Any automated agent or outside service must follow the same protocol: recognize distress, transfer to a person or 988 immediately and alert your on-call clinician.
Frequently asked questions
Can a front desk employee call 988 for a client?
Staff can help a caller connect and should follow your procedure for emergency services in imminent danger.
Should we record the call?
Follow your recording and consent rules.
Where else should you look?
For nights and weekends, see after-hours call handling for therapy practices. To compare tools, see AI receptionist vs answering service for healthcare.
How First Ring helps
First Ring answers every call for behavioral health practices and hands callers in distress to a person immediately. Hear a sample call.