CHAPTER 2 – NETWORK PROVIDER/SERVICE DELIVERY REQUIREMENTS
2.10 – CRISIS INTERVENTION SERVICES
Crisis intervention services are provided to a person for the purpose of stabilizing or preventing a
sudden, unanticipated, or potentially dangerous behavioral health condition, episode or behavior. Crisis
intervention services are provided in a variety of settings, such as hospital emergency departments, faceto-face at a person’s home, over the telephone or in the community. These intensive and time limited
services may include screening, (e.g., triage and arranging for the provision of additional crisis services)
assessing, evaluating or counseling to stabilize the situation, medication stabilization and monitoring,
observation and/or follow-up to ensure stabilization, and/or other therapeutic and supportive services
to prevent, reduce or eliminate a crisis situation. Note: At the time behavioral health crisis intervention
services are provided, a person’s enrollment or eligibility status may not be known. However, crisis
intervention services must be provided, regardless of enrollment or eligibility status.
The philosophy of care for provision of crisis services is to keep individuals in crisis safe, stabilize individuals as
quickly as possible and assist them in returning to their baseline of functioning, and supporting the transition
of care into ongoing treatment. Health Choice Integrated Care endorses a perspective that is recoveryoriented, culturally competent and trauma-informed.
GENERAL REQUIREMENTS
To meet the needs of individuals in communities throughout Arizona, Health Choice Integrated Care
will ensure that the following crisis services are available:
•
Telephone Crisis Intervention Services:
o Telephone crisis intervention through Crisis Response Network, including a toll-free number,
available 24 hours per day, seven days a week: toll free (877) 756-4090. The intervention
may include triage, referral and dispatch of service providers and patch capabilities to
and from 911 and other crisis providers or crisis systems as applicable.
o Telephonic nursing triage services through FoneMed, available 24 hours per day, seven days a
week: toll free (855) 354-9006.
o Answer calls within three (3) telephone rings (equivalent to 18 seconds), with a call
abandonment rate of less than three (3)%.
o Offer interpretation or language translation services to persons who do not speak or
understand English and for the deaf and hard of hearing.
•
Mobile Crisis Intervention Services
o Mobile crisis intervention services available 24 hours per day, seven days a week;
o Mobile crisis teams will maintain an average response time between forty-five (45) minutes
and one and one-half (1-1/2) hours to psychiatric crises in the community.
o If a two-person team responds, one person may be a Behavioral Health Paraprofessional,
including a peer or family member, provided he/she has supervision and training as
currently required for all mobile team members.
•
23-hour crisis observation/stabilization services, including detoxification services.
•
Up to 72 hours of additional crisis stabilization as funding is available for mental health and
substance abuse related services.
•
Work collaboratively with local emergency departments and first responders.
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Psychiatric and Substance Use Emergencies
Individuals requiring an emergency admission are admitted to the closest in-network facility to where
the person is located. Each inpatient facility has a defined primary service area; however, individuals
may be admitted to any in-network facility if the primary facility is full. In the event that all in-network
inpatient facility beds in the region are full, based on member eligibility, individuals may be eligible for
admission to other out-of-network inpatient facilities. Health Choice Integrated Care maintains a Crisis
Placement Directory detailing the available network for its providers serving children and adolescents in
crisis. It is published and distributed to providers on a semi-annual basis or as updates are needed.
Please also refer to the below list of crisis resources for each county HCIC serves.
BEHAVIORAL HEALTH CRISIS RESOURCES BY COUNTY
Regionwide, Health Choice Integrated Care provides telephonic crisis services, including mobile crisis
dispatch, via a hotline available 24/7. To obtain crisis resources, please call (877) 756-4090. Telephonic
services are provided through Crisis Response Network.
Physical Clinic Locations
County
Providers
(for walk-in crisis services M-F 8A-5P)
Apache
Gila
Coconino
Mohave
Navajo
Yavapai
Little Colorado Behavioral Health Clinic
Springerville, St. Johns
Community Bridges, Inc.
South East Arizona Behavioral Health
Services
Southwest Behavioral Health Services
Horizon Health and Wellness
Child & Family Support Services
Encompass Health Services
Southwest Behavioral Health Services
The Guidance Center
Mohave Mental Health Clinic
Southwest Behavioral Health Services
Globe, Payson
Payson
Globe ,Payson
Flagstaff
Fredonia, Littlefield, Page
Flagstaff
Flagstaff, Williams
Bullhead City, Kingman, Lake Havasu
Bullhead City, Kingman, Lake Havasu
Community Bridges, Inc.
Holbrook, Winslow
Community Counseling Centers
Holbrook, Snowflake/Taylor, Show Low,
Winslow
Child & Family Support Services
Prescott Valley
Southwest Behavioral Health Services
Prescott Valley
West Yavapai Guidance Clinic
Chino Valley, Prescott, Prescott Valley
Globe
To refer for non-crisis behavioral health services, please call HCIC Member Services at (800) 640-2123
Monday through Friday 8AM to 5PM.
Last Revised: 10/1/15
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Last Revised: October, 2015
MANAGEMENT OF CRISIS SERVICES
While Health Choice Integrated Care must provide a standard set of crisis services to ensure the
availability of these services throughout the state, Health Choice Integrated Care will also be able to
meet the specific needs of communities located within their service area. Health Choice Integrated Care
will utilize the following in managing crisis services:
•
•
•
•
Allocate and manage funding to maintain the availability of required crisis services for the entire
fiscal year;
Work collaboratively with local hospital-based emergency departments to determine whether a
Health Choice Integrated Care-funded crisis provider should be deployed to such locations for
crisis intervention services;
Work collaboratively with local inpatient hospitals to determine whether and for how many
hours such locations are used for crisis observation/stabilization services; and
When Non-Title XIX/XXI eligible individuals are receiving crisis services and require medication,
Health Choice Integrated Care may provide medications on the HCIC medication formulary (see
Chapter 15.0 – ADHS/DBHS Drug List.
Whenever possible, Crisis Services are to be delivered within the community at the least restrictive
level of care available.
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Last Revised: October, 2015