Community Crisis Services, Inc.

Ensure crisis hotlines are answered 100% of the time by a skilled crisis counselor with the tools necessary to assist callers in times of crisis.

Staff hotlines appropriately with skilled workers to ensure all answered. Ensure quality assurance programs are vibrant and appropriate to assure that call takers are providing competent, nonjudgmental and comprehensive services to callers.

Community Crisis Services utilizes a quality assurance team to measure the skills of all call specialists in the agency. Quality assurance reports are used to enhance and update training as is needed to address common deficiencies. One-on-one supervision is provided to all call takers to address quality assurance issues and provide feedback to improve service to our callers. Administrative staff review call trends and track call volume hour by hour each day. Staffing is updated regularly to work towards our goal.

Community Crisis Services has successfully reviewed 95% of all counselors each month. Training has been updated to address overall deficiencies in the system. The call answer rate for the agency is about 91%. Call answer rate having ebbed and flowed due to the increased attention to the National Suicide Prevention Lifeline and increased calls on that line