Things you should ask when evaluating a crisis support service provider
If you are working with a crisis response group, how are response professionals recruited?
Recruitment practices are widely varied. Some crisis groups use training programs as the basis for their recruitment. Others recruit crisis responders by relying on industry standards as the basis for application and approval. A trend has developed where crisis responders are recruited based on location and availability rather than experience, expertise or known practices. Ask your crisis response group how they monitor the recruitment process of their crisis responders. Does this individual or group have experience providing response services in business settings?
Many mental health professionals have been trained in models that were designed primarily for emergency services. These models are peer-driven, voluntary, and serve different goals and objectives than those required in a business setting. Providing crisis response services in a business setting is unique. Businesses need to ask how knowledgeable the responders are about business practices, e.g., how to address employees, working with executives, corporate culture or political ramifications of an intervention in this setting. Understanding of these factors will many times determine the true success of the intervention. What type of training has the crisis response professional received?
There are many versions of popular, well-recognized trainings available for the asking. This inconsistency in training has led to a lack of standardization or regulation of practice in the crisis response field, which can ultimately impact the integrity of the service provided. Don't hesitate to inquire about training guidelines or standards that regulate the practice of your crisis responders. How frequently has the crisis response professional been used?
Businesses should feel free to ask when the individual or the contracted responder last provided a crisis response service of this nature. Due to the unpredictable nature of the crisis response business, crisis responders may not be used for months, and in some instances years. If a responder has not provided an intervention within the past six to twelve months, it is appropriate to request that coaching or supervision be made available to assure a smooth response. What type of support is provided for new crisis response professionals?
Every mental health professional has to start somewhere. Practice is needed in order to gain proficiency. In most fields of specialization, supervision functions to provide support to a professional during the learning process. Businesses have the right to know if a crisis responder has never provided an intervention in a business setting. You have the right to require that supervision/coaching be used with this responder during this response.
Use these five questions to begin a dialogue with your crisis response group. Communication is the key to a successful crisis response. Where better to start than with your crisis response group? Enhanced communication between the business and crisis management groups will serve to achieve the ultimate goal - recovery for all.
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