5026 Crisis Intervention and Emergency Services

Georgia State Seal

Georgia Division of Aging Services
Access to Services Manual

Chapter:

5000 Aging and Disability Resource Connection (ADRC)

Effective Date:

Section Title:

Crisis Intervention and Emergency Services

Reviewed or Updated in:

MT 2019-01

Section Number:

5026

Previous Update:

Purpose

Due to situations or health diagnoses, callers may be faced with a stressful situation where assistance beyond the expertise of ADRC staff is needed. These types of calls must be handled immediately by providing callers with information, providing a “warm transfer” and following mandated reporting guidance.

Standard

  1. Mental Health or Addictive Disease crisis or access referrals are made to the Behavioral Health Link Service, Georgia’s Crisis and Access Line (1-800-715-4225, GCAL). Staff will use the “warm transfer” method of transferring callers to the Behavioral Health Link call center. See §5020.8(e).

  2. Suspected cases of abuse, neglect and/or exploitation of community-dwelling adults, age 18 and above, are to be referred to the Division’s Adult Protective Services Centralized Intake Call Center during regular business hours (1-866-55AGING or 866-552-4464 option 3). Alternatively, a fax referral form and instructions are available on the Division’s web page. Any situations in which abuse of minor child/children is suspected are to be reported to the appropriate County Department of Family and Children Services (DFCS) at 1-855-GACHILD or 1-855-422-4453.

    1. AAAs shall establish linkages with emergency response organizations, such as local law enforcement agencies, or other existing agencies/entities, as appropriate to provide necessary coverage and to assure the proper disposition and reporting of suspected abuse, neglect or exploitation of older adults, when information suggesting such abuse, neglect or exploitation is received by ADRC staff, and the urgency of the situation indicates a need for immediate intervention.

  3. Medical emergencies, or situations in which law enforcement intervention is indicated, are referred directly to the 9-1-1 system. If any county within the planning and service area does not have 9-1-1 emergency services available, the AAA Director/ADRC Program Manager will establish medical emergency/law enforcement referral procedures with the appropriate authorities for that county.

  4. The Area Agency will assure that staff will have the technical capability through the telephone system to make direct telephone transfers for all callers, but particularly those in crisis or emergency situations, and the ability to maintain contact with the caller during the transfer.