What is ProtoCall and how can it be used by Talkspace clients?

Here is the information you can find in this article:

What is ProtoCall?

ProtoCall is a crisis vendor that provides 24/7 emergency support for clients of behavioral health organizations. This service is available to Talkspace clients who are in crisis during providers’ non-business hours and time off.

The ProtoCall phone number is +1-833-929-1721. It is important that you send the Emergency Protocols script and educate your client about emergency procedures when you begin working with them, and when you plan to spend time away from the platform, so that the client has the information that they need to utilize this service in case of an emergency during your non-working hours.



How do I send the ProtoCall Information to clients?

To send the ProtoCall script, please follow the steps below:

  1. Click the 3 lines icon to the left of the chat box


  1. Scroll to locate the Script Category titled Mandatory Clinical Protocol


  1. Click the Emergency Protocols script autofill the message box


  1. Click Send to send the script to your client



If you're going to be taking time off, you can send the following script to your clients to ensure they have the information about ProtoCall quickly available when they open the room, if they should need it while you are away.

Hi! I wanted to let you know that I will be out of the office____. I will return to the office on ____. You'll also receive an automated notice here in the room once I officially schedule my time off in the system, but I wanted to give you a heads up on it first. Of course, if you have any questions, please feel free to reach out.

We often talk about the importance of self-care often and therefore I am trying to practice what I preach. I hope you understand and that my time off does not cause you too much of an inconvenience.

You can choose to "freeze" your account during the time of my absence, and then "unfreeze" once I am back to begin services again. This is done through your "My Account" section (see directions below).
1. Log in to our website directly at www.talkspace.com using a web browser
2. Once logged in, click on your username in the upper right corner of the screen. This will bring up a new menu. Click on "My Account."
3. In the "My Private Rooms" section, go to the row with the word "Subscription." Click on "Manage" found in the right side of that row.
4. Follow the same steps to unfreeze your account when I return to the office.

Talkspace has a partnership with crisis vendor, Protocall. This service is available to paying clients only during non-business hours, time off, and vacation for providers. Please recall that I do not provide crisis services and Talkspace is not a crisis center, but I do want to go over the emergency procedures in case you were to feel suicidal or a crisis arises during my time off or when I am away. You can go to your local emergency room, call 911 or call the Talkspace hotline at 1-833-929-1721 for crisis support.


Additional Emergency Resources / Phone Numbers

Additional emergency resources such as chat, websites, and phone numbers can be found here:

Clients are also able to access these resources by scrolling to the bottom of the main Talkspace website.

For out-of-state and international clients, see Where can I find emergency resources for Out-Of-State and International clients?

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