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:

02/02/2026

Section Title:

Crisis Intervention and Emergency Services

Reviewed or Updated in:

MT 2026-02

Section Number:

5026

Previous Update:

MT 2019-01

​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. All efforts shall be documented in the Das Data System (DDS).

​Standards

Crisis Intervention and Emergency Services standards:

  1. Mental Health or Addictive Disease crisis or access referrals are made to the Georgia’s Crisis and Access Line (1-800-715-4225, GCAL) or Suicide and Crisis Life Line (988). Staff will use the “warm transfer” method of transferring callers. Refer to Section 5027 Staffing for staff training requirements.

  2. As required in the OAA and SPOA assurances, suspected cases of abuse, neglect and/or exploitation (A/N/E) of community-dwelling adults, age 18+ with a disability or 65 and older, are to be referred to the Division’s Adult Protective Services (APS) via phone 1-866-55AGING or 866-552-4464 option 3, or web intake form. Detailed instructions regarding reporting abuse of vulnerable adults are available on the Division’s web page. Note that no person’s information is referred to or shared with APS without their permission. If the referring party does not want their information shared but the ADRC staff suspects abuse, neglect and/or exploitation, ADRC staff is still required to make a report to APS as a mandated reporter. The ADRC counselor can provide information related to the alleged victim and details of the suspected A/N/E without disclosing the source of the information.

    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 vulnerable 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. 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.

  4. 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.

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

​References

42 U.S.C. §§ 3027(a)(12)(A)(III), (a)(12)(B) and (a)(12)(c)