Talkspace partners with Protocall to provide 24/7 crisis support to all active Talkspace clients. When a client calls Protocall using our dedicated crisis support line (1-833-929-1721), they will receive support from a trained crisis professional who will assess the client’s immediate needs and offer support and interventions based on the presenting concerns. This may include: safety planning, crisis resources, connecting the caller to emergency services, or other support as appropriate.
Protocall is intended to provide Talkspace clients with supplemental crisis support and does not replace the client’s ongoing care with their current Talkspace provider.
Protocall may be used when a client is experiencing an urgent behavioral health concern or crisis and needs immediate support outside of their scheduled sessions.
Protocall is not intended for and cannot assist with the following:
- Billing, scheduling, technical support, account questions, or other customer service needs.
- Routine clinical questions
- Questions or consultation-related needs from providers
- Transferring to or assisting with an active clinical crisis
Providers should inform clients about Protocall and other available crisis resources during the intake process and throughout treatment, as clinically appropriate, so clients understand how and where they can seek crisis support, if needed.
Key Discussion Points:
- How and when Protocall can be accessed (phone number, eligibility)
- Protocall’s scope (for crises, not customer-related support)
- Additional crisis resources (988, local mobile crisis services, when 911 or other emergency services may be more appropriate)
After completing the call, the Protocall call-taker completes a report that summarizes the interactions. This includes information such as:
- The client’s presenting concerns at the time of the call
- Relevant risk of safety information identified during the call
- Support or interventions provided
- Recommendation or next steps identified by Protocall
The client’s treatment provider will be notified by a member of Talkspace’s Clinical Risk Management team when their client has contacted Protocall for crisis support. Providers can expected to receive information necessary to review the interaction and determine appropriate clinical follow-up.
When notified that your client contacted Protocall:
- Review the report promptly. Consider the information shared in the context of your clinical understanding of the client.
- Determine the appropriate follow-up. Check-in with the client, assess risk and safety needs, and adjust plan for treatment, as clinically appropriate.
- Complete an Adverse Incident Report, if applicale. If the circumstances meet criteria for adverse incident reporting, submit an adverse incident report in accordance with Talkspace policy and procedures.
- Seek consultation, if helpful. Clinical consultation may be useful to navigate question about risk or treatment considerations.
Protocall reports contain Protected Health Information (PHI) and Personally Identifiable Information (PII). To protect client privacy and confidentiality, all reports are sent securely. To access the report, you can follow the instructions provided at the time of notification to access the report securely via your web browser.
To maintain privacy and confidentiality:
- Access reports only through approved, secure systems
- Do not forward Protocall reports to personal or unauthorized email accounts
- Do not download or store reports outside of approved systems
If you are unable to access the report, be sure you are following the instructions included in your notification or contact the Clinical Risk Management team for assistance.