During normal business hours, a client may leave a message for their provider. If it is an urgent matter, the provider will be informed of the phone call request, and any details given to the answerer of the call. The person answering the phone should also give the client the Hotline Resources as needed.When a need exists, a client may contact the office to request an emergency session with theirprovider. If it is not possible for any reason, the client is referred to an emergency center.Clients actively in crisis or in emergency situations are directed to contact 9-1-1, or are referred to an emergency center.If theperson answering the call is concerned for the immediate safety of the client, they should ask for the client’s location and inform them they are going to call 9-1-1 to check on the client’s safety. If a clinician is available,they should talk to the client on thephone while the original call answerercalls9-1-1. If a clinician is not available, the answer will have the person hold while they call 9-1-1 on another line. The answerer should fill out an incident report form immediately and send it to their supervisor, the provider, Rebecca Palen(owner)and Dr. Robert Lagrue (medical director).The completed form should also be saved in the client’s digital record (if H3 client) and in theIncident Report folder in OneDrive.