A Word From Our CEO – Bev Marquez
Thank you for visiting Rocky Mountain Crisis Partners. I sincerely hope you and your loved ones are well during this unprecedented time. We at RMCP are available to you 24/7 as we all cope with fear, uncertainty, anxiety, and for many, financial hardship. As an essential 24/7 crisis response resource, we are making every effort to remain stable and responsive.
Thank you for visiting Rocky Mountain Crisis Partners. I sincerely hope you and your loved ones are well during this unprecedented time. We at RMCP are available to you 24/7 as we all cope with fear, uncertainty, anxiety, and for many, financial hardship.
As an essential 24/7 crisis response resource, we are making every effort to remain stable and responsive.
Our counselors and peer specialists are deemed essential workers, and they are set up to work remotely with private and secure connections to our systems.
Community leaders throughout Colorado give out the statewide Colorado Crisis Service number (844-493-8255 or text TALK to 38255) as the first place for someone to go with behavioral health concerns, and as a result, along with the general increase in anxiety and fear, we are experiencing an overall increase in volume to all of our call and text lines.
While the impact of this increased volume varies from day to day as spikes and staffing ebb and flow, which is standard in the crisis-line world, we are still able to pick up 85 percent of our calls within 30 seconds.
For those calls that experience longer wait times, we have instituted a “safe to wait” protocol where if a caller has been holding for more than 60 seconds, a crisis specialist will check in with them to inquire about their safety and keep checking in with them every minute until their call can be fully responded to. We have recently on-boarded a new class of crisis specialists to help with our current volume. We will continue to monitor our volume, our service-level agreements and our options for increased capacity.
Calls where COVID-19 anxiety or fear is the primary reason for the call or text, our team is consistently briefed about resources and application of their crisis management expertise specific to this crisis. We do not consider ourselves experts in health guidelines but instead refer these individuals to sites and information provided by the CDC and encourage them to consult with their own medical team.
We are also taking the following proactive and suggested steps to protect our workforce and ensure minimal disruption to operations over the coming weeks: Our call center was designed to allow for an agile response to natural disasters and other unforeseen events, and our work stations are all laptop-based and travel easily allowing for more than 90 percent of our team to work remotely, which includes “hands-on” performance management and HIPAA rules.
As you are likely aware, RMCP also plays a significant role in the dispatch of mobile crisis units as part of Colorado’s crisis services. Effective last week, we have implemented additional screening questions and protocols to further protect our mobile crisis provider partners and where possible we are relying on alternate interventions that seek to limit person-to-person contact and help reduce the spread of COVID-19.
If you would like to know how you can help support our team and crisis operations, the following are considerations:
1. Feel free to share our number broadly
2. Please Donate
3. Please remain patient when contacting us
4. Take care of yourself and each other
5. Let us know if you have any questions or concerns and we will try to respond in a timely manner
Please stay healthy, and we will all get through this together,
Bev Marquez, CEO, RMCP