The Regional Crisis Contact Centers
Each of the five DBHDS regions has a designated regional crisis hub that contracts with at least one call center to handle 988 calls. These call centers are known as regional crisis call centers (RCCCs).
An RCCC provides real-time access to a trained crisis worker 24 hours a day, seven days a week. It is clinically supported to deliver telephonic crisis intervention services to all callers, chatters, and texters. An RCCC is required to meet 988 Suicide and Crisis Line operational guidelines for suicide risk assessment and engagement, providing coordination of crisis care with air traffic control (ATC) quality. RCCCs must also have at least one contract with a regional hub and collaborate to help individuals access the full range of crisis services. They also coordinate with other statewide initiatives and priorities, such as 911 diversion under the Marcus Alert legislation.
Program Standards
Must hold 988 Membership and must enter a contract with at least one of the five Virginia Regional Hubs.
Current Regional Crisis Call Centers
Frontier Health, Johnson City, TN
Under contract with Region 3 as a primary center
Serves as a backup center for Regions 1, 2, 4, and 5
Hopelink Behavioral Health, Oakton, VA
Under contract with Regions 1, 2, 4, and 5
Serves as a backup center for Region 3
Virginia Crisis Connect (VCC) Information for Providers
The Virginia Crisis Connect (VCC) Platform is a comprehensive online platform used by thousands of public and private providers. It includes several components: a crisis call center, a mobile crisis response dispatch center, a data entry interface for specific crisis services (like the REACH program), a crisis facility bed registry, an inter-provider referral interface, and a follow-up interface. The VCC strives to facilitate the delivery of various crisis services across Virginia and collect data related to these services.
Becoming a Mobile Crisis Provider
A Mobile Crisis Response provider must:
- Be licensed by the Department of Behavioral Health and Developmental Services (DBHDS) as a provider of outpatient crisis stabilization services and enrolled as a provider with the Department of Medical Assistance Services (DMAS).
- Follow all Medicaid provider requirements as specified in DMAS’ Mental Health (MH) Services Provider Manual (Chapter 2 Participation Requirements). Chapter 2 Participation Requirements.
- Have an active, DBHDS-approved Memorandum of Understanding (MOU) with the regional crisis hubs before providing mobile crisis response services. DMAS Provider Manual for Mental Health Services: Comprehensive Crisis Services.
- Complete and pass DBHDS required Mobile Crisis Response (MCR) training. Department of Medical Assistance Services (DMAS) Mental Health Services Provider Manual.
Mobile Crisis Response Provider Training
Mobile Crisis Response (MCR) training includes 11 modules that address both youth and adult needs. This comprehensive training takes several days and can be conducted by certified regional hub staff or Sentara (formerly Optima). All MCR providers must complete and pass this training before they can be dispatched through the Virginia Crisis Connect (VCC) system.
Minimum Standards
General
Providers of Mobile Crisis Response are expected to deliver crisis interventions in the least restrictive manner while ensuring the safety of the individual and their family, with the goal of keeping the individual in their community. The standard for Mobile Crisis Response providers is to respond within one hour of being dispatched.
Dispatch
Mobile Team Members (MTM) are dispatched to individuals in crisis, by contact center staff, through the Virginia Crisis Connect (VCC) System.
Community Based Stabilization Provider Requirements
Refer to DMAS Mental Health Services manual for staffing requirements for Community Stabilization: Appendix G- Comprehensive Crisis Services
All providers must:
- Be licensed to provide Mental Health Outpatient Services/Crisis Stabilization (license # 07-006), which includes non-residential crisis stabilization for adults, children, and adolescents.
- Be licensed to provide Developmental Disability Crisis Stabilization (non-residential) (license # 07-009).
- Have a Memorandum of Understanding (MOU) with the regional hub local to the area where services are being provided.
Licensed Crisis Sites
Crisis Receiving Center (CRC)
Agencies wishing to provide Crisis Receiving Center (CRC) services must be licensed by DBHDS.
Crisis Stabilization Unit (CSU)
Agencies wishing to provide Crisis Stabilization Unit (CSU) services must be licensed by DBHDS.
Crisis Therapeutic Homes (CTH)
Only REACH programs are authorized to provide CTH services.
