Scheduling Clients

*These are the policies and practices for when we provide services on site. Please contact Human Resources with any questions and changes to your information at hr@crisissupport.org.

Onsite Services

There are three individual therapy rooms at the CSS office, and two conference rooms that are used for groups.

Prior to your first client contact, staff members will orient you to the therapy facilities so that you will be comfortable selecting and reserving a room according to the on-site procedures.

Do not allow your clients to go down the ramp or into the kitchen area for any reason.
- Water is available in the lobby; bathroom facilities are available at the parking lot exit.
- Telephones are in each therapy room if your client needs to make an urgent call.

When admin aren’t staffing the lobby:

Be ready to greet your clients at the door and show them to the therapy room.
If your clients arrive early, please seat them in the therapy room (if possible), let them know you will be back at the appointed time, and close the door.
At the end of the session, make sure to escort your client to and out of the door.

*Once again, this ensures the security of our office as well as the privacy of our staff members and other clients.

Scheduling CSS Therapy Rooms

Use Google Calendar when scheduling appointments in order to reserve therapy rooms or provide a way for others to know when you are making a home visit.

While signed in to your work account, click “Create” and then “Event.”
Add dates and times, identifying your client only by initials
Under “Add rooms or location,” choose a therapy room or add the address of your client. You will only be allowed to choose and save the therapy room if it is available.

Virtual Services

You are required to use Spruce Health (sprucehealth.com) to contact your clients (via phone) as it is HIPAA-compliant, easy for us to track, and limits our liability. You should have received an invitation before you began your internship. This platform allows you to have an individual number, voicemail, and text capacity.

Your outgoing message should sound something like this:

“You have reached the confidential voice-mail of _____, (state your name, designation such as, marriage and family therapy associate, or trainee …supervised by a licensed mental health professional) with Crisis Support Services of Alameda County. Please leave your name, number and some good times for me to call. I check my voicemail X times per day at X o’clock and X o’clock (M-F or daily, your preference). I will try to return your call within 24 hours of receiving your message. You can talk to a crisis counselor immediately by calling our 24 hour crisis line @ 1-800 309-2131. If this is an emergency, please hang up and dial 9-1-1"

You can use Spruce to provide video services, but your client will need to have the capacity to download the Spruce app.

You can also use Google Meet or CSS’s Zoom account for telemedicine, though Spruce is preferred.

To use Google Meet, use your CSS account to create a Google Calendar event, and click “Add Google Meet video conferencing.” This will create a Google Meet link that you can share with your client.

Protocols for using the Clinical Dept Zoom account are HERE.

School Services

Each school may have a different protocol for scheduling student sessions. In general, work with your school contact and the student's teacher to determine the best time during the school day to schedule the student's therapy session that also fits your schedule. Contact Kathryn Ward to troubleshoot any issues that may arise.

Google Calendar