Endorsements

How to escalate, refer, and relay info to fellow responders during your shift.

For Wellness Check

Criteria

If caller is Amber-flagged/Red-flagged AND/OR second Self-harm/Suicide Scale answer is 5 - 10/10, escalate this call and endorse caller for a Wellness Check.

Caller fits the Wellness Check criteria, how do I escalate?

1. Copy-paste the format provided.
2. Fill it up with the details of your call.
3. Send them to the Staff Responder you are on shift with via private message on Whatsapp.

Why to a Staff Responder? You will be getting a lot of personal information about the caller and we should keep those confidential as much as possible.

Format

Hi! Endorsing a <color>-flag caller for a Wellness Check.

Name:
Contact number:
Has history of self-harm/suicide attempt?: Yes or No
1st Self-harm/Suicide scale:
2nd Self-harm/Suicide scale:
Time of call:
Other important details:
Emergency contact's name:
Emergency contact's number:
Relationship to caller:

Notes: The Other important details field contains only quick information on caller's case. No need to write the full story here -- write that on your Crisis Line Intake Report.

Sample message

Hi! Endorsing a red-flag caller for a Wellness Check.

Name: Maria dela Cruz
Contact number: 0917-111-1123
Has history of self-harm/suicide attempt?: No
1st Self-harm/Suicide scale: 7
2nd Self-harm/Suicide scale: 5
Time of call: Aug 32, 2020 - 11:00 AM
Other important details: Maria is a minor (17 y/o) and is planning to overdose on medications.
Emergency contact's name: Juan dela Cruz
Emergency contact's number: 0906-111-5555
Relationship to caller: Father

Note: Again, the Other important details field contains only quick information on caller's case. No need to write the full story here -- write that on your Crisis Line Intake Report.

I have relayed the details to a Staff Responder, what do I do next?

1. Send your Crisis Line Intake Report after your call.
2. Please make sure to provide background details in your Intake Report so that the Wellness Checkers will know what caller's issues are.
3. If you need to debrief, see Resources > People Resources.

Why immediately after your call? If it's possible for us to immediately tap a resource to conduct the WC, we will. So please submit your reports as soon as possible.

For calls that got cut

My call got cut and I want to give a heads up to my fellow responders. How do I do this?

1. See the sample formats provided.
2. Send a message in the Whatsapp GC.

Some sample formats

The important thing to remember is to avoid exposing caller's private information as much as possible. Even though this is internal communication, keep in mind that endorsements on Sling are written info disseminated to a large group of people. Not everyone has to have full disclosure about your calls.

Below are just examples. No need for you to copy-paste this; you may use your own words.

Hi! My call with <name>, <xxxx-1234> got cut. Please pass his/her calls back to me.
Hi! My call with <name>, <0917-xxx-1234> got cut and my shift has ended. Please know that we were almost done with our conversation and the situation has been deescalated.
Hi! My call with <name>, <02-xxxx-1234> got cut and my shift has ended. We didn't get to talk much but he/she is suicidal and really needing support right now.

For Referrals

My call got cut / My shift is about to end / Caller will call again tomorrow, how do I relay the referrals I collected for him/her?

1. Copy-paste the format provided.
2. Fill it up with the necessary details.
3. Send a message in the Whatsapp GC.

Don't forget to write your referrals on your Crisis Line Intake Report as well so we can also build and update our own referral database. Thank you!

Format

Hi! Endorsing referrals for a caller.

Name:
Location:
Number: 0917-xxx-1234 or 02-xxxx-1234
Concern:
Referrals:
- referral 1
- referral 2

Why put -xxx- on caller's number ? Even though posting on Sling is internal communication, a caller's number is still private info and we should limit its exposure as much as possible.

Sample message

Hi! Endorsing referrals for a caller.

Name: Maria
Location: Ortigas
Contact number: 0917-xxx-1123
Concern: Looking for free or cheap counseling/psychiatric services near Ortigas
Referrals:

- Dept of Psychiatry, The Medical City
Ortigas Avenue, Pasig
(02) 8988 1000 / (02) 8988-7000 ext. 6132 / 6133

- Psychpros
31 Annapolis, San Juan, Metro Manila
(02) 8724 2038

My caller says that he called us before and is now going to pick up a list of referrals prepared by the previous responder. What do I say?

Firstly, it's important to remember call confidentiality. Do not give callers an idea that we internally relay information about our calls.

Just tell caller, "Okay, kindly give me a minute to check my resources..." then

Whatsapp GC
if you don't see the referrals there, check our referral database. (See Resources)

If the referrals are still not there, do the research instead

check the other referral database (See Resources)
do a quick Google search for hospitals or services need their area
or tell them to
- call Emergency hotlines by their LGU
- they can also do a bit of research themselves

Remember that callers cannot be dependent on us. They have to be able to help themselves as well, especially after we have already given them emotional support.

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