top of page

OHRA Operational Standards for Crisis Intervention, Coordinated Human & Social Services

SOP–01: Crisis Intake & Immediate Stabilization

Purpose: Ensure rapid, safe, and dignified response to individuals in crisis.

Scope: Walk-ins, hotline, referrals, outreach encounters.

​

Roles: Intake Specialist (IS), Crisis Responder (CR), Case Manager (CM), Clinical Consultant (CC).

​

Procedure:

  • Receive Contact (hotline/walk-in/referral).

  • Verify Immediate Safety (suicide risk, violence, medical emergency).

  • Stabilize (de-escalation, psychological first aid).

  • Consent & Confidentiality explained and obtained.

  • Rapid Needs Screen (housing, food, safety, legal, medical).

  • Warm Handoff to Case Management.

  • Document in secure system within 24 hours.

​

Time Standard: Initial response ≤ 30 minutes.

​

Quality Checks: Safety plan completed; consent documented.

SOP–05: Client Rights, Consent & Confidentiality

Purpose: Protect dignity and legal rights.

​

Procedure:

  • Explain rights in preferred language.

  • Obtain informed consent before sharing information.

  • Store records securely; limit access by role.

  • Report breaches immediately.

  • ​

SOP–02: Trauma-Informed Engagement

Purpose: Prevent re-traumatization and promote trust.

​

Core Principles: Safety, choice, collaboration, empowerment, cultural humility.

​

Procedure:

  • Use non-judgmental language.

  • Offer choices at each step.

  • Avoid unnecessary repetition of traumatic details.

  • Pause and re-ground as needed.

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

SOP–06: Safety, Protection & Mandatory Reporting

Purpose: Safeguard clients, staff, and community.

​

Procedure:

  • Conduct risk assessments.

  • Implement safety plans for DV, trafficking, homelessness.

  • Follow mandatory reporting laws.

  • Incident reports filed within 24 hours.

SOP–03: Comprehensive Case Management

Purpose: Deliver coordinated, holistic services.

​

Procedure:

  • Assignment to CM within 24 hours.

  • Comprehensive Assessment (72 hours).

  • Individual Service Plan (ISP) co-created.

  • Referrals & Coordination (legal, housing, health).

  • Follow-ups weekly (or as needed).

  • Progress Reviews monthly.

  • Transition/Exit Planning with aftercare.

​

Documentation: ISP signed; updates logged.

​

​

​

​

​

​

​

​

​

​

​

​

SOP–07: Advocacy & Legal Navigation

Purpose: Address systemic barriers.

​

Procedure:

  • Screen for legal needs.

  • Refer to legal partners; prepare documentation.

  • Support court navigation and rights education.

​

​

SOP–04: Integrated Referral & Partner Coordination

Purpose: Ensure seamless access to partner services.

​

Procedure:

  • Maintain MOUs with partners.

  • Use warm referrals (direct contact, appointment scheduling).

  • Confirm service uptake within 72 hours.

  • Track outcomes and feedback.

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

SOP–08: Monitoring, Evaluation & Accountability

Purpose: Ensure quality and transparency.

​

Procedure:

  • Track KPIs (response time, housing stability, service uptake).

  • Collect client feedback.

  • Quarterly reviews and corrective actions.

​

​​​

bottom of page