Program Overview

This program provides behavioral health navigation, crisis support, and recovery planning for participants who need emotional stabilization and connection to services.[file:318]

Authority and Standards

This SOP aligns with ADA effective communication rules, which require covered entities serving the public to provide auxiliary aids and services when needed for effective communication with people who have communication disabilities.[file:318]

It also uses trauma-informed practice emphasizing safety, trustworthiness, and peer support in service environments.[file:318]

Veterans, service members, and their loved ones can reach the Veterans Crisis Line by calling 988 and pressing 1, texting 838255, or using chat support.[file:318]

Mission and Objectives

The mission of Heaven-Sent Community Services & Veterans Assistance is to move vulnerable populations from crisis toward safety, dignity, stability, and long-term recovery through coordinated support.[file:318]

• Standardize frontline procedures for staff, volunteers, and supervisors.
• Support consistent training, documentation, grants, and audit readiness.
• Ensure accommodations, safety actions, and referrals are documented clearly.

Roles and Responsibilities

Standard Process

• Welcome the participant using a respectful, calm, plain-language approach.
• Explain confidentiality, mandatory reporting limits, and urgent safety exceptions.
• Complete intake and identify immediate, urgent, and longer-term needs.
• Ask about transportation, communication preference, and functional support needs.
• Open or update the case record and assign follow-up responsibility.

ADA and Functional Support

Effective communication requires considering the nature, length, complexity, and context of the communication along with the person’s normal method of communication.[file:318]

• Provide plain-language summaries, large-print forms, and visual checklists when needed.
• Use quiet zones, mobility access, and low-stimulation settings when appropriate.
• Break tasks into steps for participants with TBI, autism, or other cognitive processing needs.
• Train staff regularly because policy alone does not ensure effective implementation.[file:318]

Safety and Escalation

Critical action: Immediate threats to life, severe injury, overdose risk, or acute medical emergency require 911 activation and supervisor notification without delay.[file:318]

Veteran or military emotional crisis should be routed to the Veterans Crisis Line through 988 then Press 1, by text to 838255, or by chat when safe and appropriate.[file:318]

All incidents, refusals, serious conflicts, emergency referrals, and high-risk actions must be documented before end of shift when feasible.[file:318]

Required Forms

• HH-INT-01: Wellness Intake Form.
• SH-SP-03: Stabilization Action Plan.
• VA-EVD-02: Claims Evidence Checklist.
• BP-SAF-02: Personal Safety Plan (confidential).
• DR-ASS-01: Household Disaster Assessment Form.

State Coordination Map

Quality Assurance

• Monthly case audit for signed consents and dated entries.
• Documented warm handoff or referral follow-up status.
• Accommodation delivery matched to stated functional needs.
• Supervisor review for urgent or high-risk cases.