Wisconsin Legislature: DHS 34.24(1)(b)

(a) The program shall prepare a crisis plan for a person who is found to be at high risk for a recurrent mental health crisis under the criteria established in the coordinated community services plan under s. DHS 34.22 (1) (a) 7.

(b) The crisis plan shall include whenever possible all of the following:

1. The name, address and phone number of the case manager, if any, coordinating services for the person.

2. The address and phone number where the person currently lives, and the names of other individuals with whom the person is living.

3. The usual work, school or activity schedule followed by the person.

4. A description of the person’s strengths and needs, and important people or things in the person’s life which may help staff to develop a rapport with the person in a crisis and to fashion an appropriate response.

5. The names and addresses of the person’s medical and mental health service providers.

6. Regularly updated information about previous emergency mental health services provided to the person.

7. The diagnostic label which is being used to guide treatment for the person, any medications the person is receiving and the physician prescribing them.

8. Specific concerns that the person or the people providing support and care for the person may have about situations in which it is possible or likely that the person would experience a crisis.

9. A description of the strategies which should be considered by program staff in helping to relieve the person’s distress, de-escalate inappropriate behaviors or respond to situations in which the person or others are placed at risk.

10. A list of individuals who may be able to assist the person in the event of a mental health crisis.

(c) A person’s crisis plan shall be developed in cooperation with the client, his or her parents or guardian where their consent is required for treatment, the case manager, if any, and the people and agencies providing treatment and support for the person, and shall identify to the extent possible the services most likely to be effective in helping the person resolve or manage a crisis, given the client’s unique strengths and needs and the supports available to him or her.

(d) The crisis plan shall be approved as medically necessary by a mental health professional qualified under s. DHS 34.21 (3) (b) 1. or 2.

(e) Program staff shall use a method for storing active crisis plans which allows ready access in the event that a crisis arises, but which also protects the confidentiality of the person for whom a plan has been developed.

(f) A crisis plan shall be reviewed and modified as necessary, given the needs of the client, but at least once every 6 months.

(8) Service notes. As soon as possible following a client contact, program staff shall prepare service notes which identify the person seeking a referral for emergency mental health services, describe the crisis and identify or describe all of the following:

(a) The time, place and nature of the contact and the person initiating the contact.

(b) The staff person or persons involved and any non-staff persons present or involved.

(c) The assessment of the person’s need for emergency mental health services and the response plan developed based on the assessment.

(d) The emergency mental health services provided to the person and the outcomes achieved.

(e) Any provider, agency or individual to whom a referral was made on behalf of the person experiencing the crisis.

(f) Follow-up and linkage services provided on behalf of the person.

(g) If there was a crisis plan under sub. (7) on file for the person, any proposed amendments to the plan in light of the results of the response to the request for services.

(h) If it was determined that the person was not in need of emergency mental health services, any suggestions or referrals provided on behalf of the person.

History: Cr. Register, September, 1996, No. 489, eff. 10-1-96; CR 23-053: am. (3) (a) Register September 2023 No. 813, eff. 10-1-23.

DHS 34.24 Client service records.

(1) Maintenance and security.

(a) A program shall maintain accurate records of services provided to clients, including service notes prepared under s. DHS 34.23 (8) and crisis plans developed under s. DHS 34.23 (7).

(b) The program administrator is responsible for the maintenance and security of client service records.

(2) Location and format. Client service records shall be kept in a central place that is not accessible to persons receiving care from the program, shall be held safe and secure, shall be managed in accordance with standard professional practices for the maintenance of client mental health records, and shall be arranged in a format which provides for consistent recordkeeping within the program and which facilitates accurate and efficient record retrieval.

(3) Disposition upon program closing. An organization providing emergency mental health services under contract with the county shall establish a written plan for maintenance and disposition of client service records in the event that the program loses its certification or otherwise terminates operations. The plan shall include a written agreement with the county department to have the county department act as the repository and custodian of the client records for the required retention period or until the records have been transferred to a new program.

(4) Confidentiality. Maintenance, release, retention and disposition of client service records shall be kept confidential as required under s. 51.30, Stats., and ch. DHS 92.

History: Cr. Register, September, 1996, No. 489, eff. 10-1-96; correction in (4) made under s. 13.93 (2m) (b) 7., Stats., Register, April, 2000, No. 532; correction in (4) made under s. 13.92 (4) (b) 7., Stats., Register November 2008 No. 635.

DHS 34.25 Client rights.

(1) Policies and procedures. All programs shall comply with s. 51.61, Stats., and ch. DHS 94 on the rights of clients.

(2) Conflict resolution.

(a) A program shall inform clients and their parents or guardian, where the consent of the parent or guardian is required for services, that they have the option of using either formal or informal procedures for resolving complaints and disagreements.

(b) A program shall establish a process for informal resolution of concerns raised by clients, family members and other agencies involved in meeting the needs of clients.

(c) A program shall establish a grievance resolution system which meets the requirements under s. DHS 94.27 for a grievance resolution system.

History: Cr. Register, September, 1996, No. 489, eff. 10-1-96; corrections in (1) and (2) (c) made under s. 13.92 (4) (b) 7., Stats., Register November 2008 No. 635.

DHS 34.26 Client satisfaction.

(1) Each program shall have a process for collecting and recording indications of client satisfaction with the services provided by the program. This process may include any of the following:

(a) Short interviews with persons who have received emergency services.

(b) Evaluation forms to be completed and returned by clients after receiving services.

(2) Information about client satisfaction shall be collected in a format which allows the collation and comparison of responses and which protects the confidentiality of those providing information.

(3) The process for obtaining client satisfaction information shall make allowance for persons who choose not to respond or are unable to respond.

(4) Prior to a recertification survey under s. DHS 34.03 (6) (c), the program administrator shall prepare and maintain on file a report summarizing the information received through the client satisfaction survey process and indicating:

(a) Any changes in program policies and operations or to the coordinated community services plan under s. DHS 34.22 (1) made in response to client views.

(b) Any suggestions for changes in the requirements under this chapter which would permit programs to improve services for clients.

History: Cr. Register, September, 1996, No. 489, eff. 10-1-96; CR 23-053: am. (1) (a), (c) Register September 2023 No. 813, eff. 10-1-23.