Back to Basics

At the beginning of your shift

• Check the Volunteer schedule
• Check the Shadow calendar
• Emails and HRT schedule

Which volunteers can take shadows out?

HRT Manual:

"In rare cases, a volunteer may be able to take out a shadow. If this is the case, it is determined by the HRT Staff Coordinator and they will communicate with you if there is a volunteer on the schedule that can take out a shadow. Please make sure you have access to the HRT Volunteer and Shadow Google calendars and check them at the beginning of your shift."

pages 11, 12 and 28

If a shadow is on call, you will take the shadow out prior to sending the volunteer on a Code-R

You can check the "Mentor/Mentee tracking sheet"

Trained volunteers respond to code-r's

When you are notified of a Code-R during your shift let the nurse know you have a volunteer who will be responding.

Call the volunteer. If they do not answer please leave a message.

• Volunteers are expected to call you back regardless of whether or not they can respond. If you do not hear back from them, please let the HRT Staff Coordinator know.

If Volunteers are unable to respond or you do not hear back from them, it is always your responsibility to respond to the call.

• Please follow up with the HRT Staff Coordinator to let them know any questions or concerns about volunteers.

• This can be included in your shift report, and email, or you may request to meet with the HRT Staff Coordinator in person.

Even if an HRT Volunteer is scheduled, the HRT staff member has the ultimate responsibility of responding to calls.

This means staff members should be ready to join the volunteer at the hospital if the need arises, respond or find coverage in the case of additional Code-R’s, or relieve the volunteer if necessary.

Shadows

Volunteers and newly hired staff

Scheduling

Volunteers: Mentors schedule volunteers utilizing the "Shadow" calendar

Staff: HRT Coordinator or Client Coordinator schedule staff utilizing the "Shadow Calendar"

If the volunteer or new staff needs to update their training schedule (times when they shadow), they will reach out to the mentor or Coordinators, if urgent, the manager on-call

Who can VIEW this calendar?

Everyone! Just request access by sending an email to one of the coordinators.

Preferably just the the Mentors and Coordinators.

Objective: Too many people managing a schedule typically results in a mismanagement

Who can Edit this calendar?

How to schedule a shadow?

Considerations:

• Try to avoid scheduling multiple people scheduled at the same time unless they've agreed to being the second (third, etc.) shadow to go out if there are multiple code-rs.

Who trains or calls shadows?

• All trained staff and specified volunteers support the training of shadows
• Scheduled HRT staff are primarily responsible for calling shadows
• If you are responding to a code-r without having been scheduled, please check the shadow calendar and call the scheduled shadow
• Typically Manager on-call would have done this after coverage has been secured. It takes a team effort to get shadows trained.

HRT Shadow Protocol

Check the shadow calendar at the beginning of your shift.

If a Code-R comes in, ask if the nurse is training anyone (training nurses take priority over HRT shadows). If not, call the shadow.

Arrange to meet the shadow in the waiting room of the Emergency Room upon arrival.

When you arrive and meet the client make sure to introduce yourself and the shadow. Let the client know that you are training and ask if they are comfortable with you having a shadow in the room.

Best practices for remembering:

Set an alarm, write a post-it note, set up push notifications on google calendar, whatever works for you!

Things to remember when training

• Remember to fill out the Shadow Evaluations found in the HRT Most Used Documents
• Remember to fax the paperwork at the hospital with the shadow
• Remember to enter paperwork in Client Track with the shadow - so don't forget your work laptop. This is required!

What is Ring Central?

The phone number law enforcement, SANE nurses or community agencies use to dispatch the 24/7 Hospital Response Team

How does it work ?

801-784-6088

Who has access to Ring Central ?

Staff... duh.

How to access Ring Central:

• Online

• Through App

How do I log in?

*enable push notifications

Slack!

All HRT Staff use Slack to communicate if they are going out on a Code-R or Advocacy Only call. HRT will text through Slack going to and returning from a Code-R

Always include the hospital or location you are going

Text messages should be added to Slack anytime a call was made to RingCentral (regardless if it is for a code-r/advocacy-only or not)

Shadow Examples

Leaving Code-R: "Leaving IMC. Shadow Evelyn completed her second shadow."

Going out on a Code-R:

"Code-R at IMC. Shadow Evelyn coming."

Examples:

"Call was Katherine testing the line"

"Call was telemarketer"

"Code-r at [location], leaving now"

"Code-r cancelled"

How to set up Slack through a work iTunes account

1. The Client Liaison will invite you to Slack

2. Follow the next steps to download Slack on your work phone

Why send a text to and from the hospital?

1. Sending a text lets the Secondary know when they should take over phone. Or when Primary is taking back phones.

2. Sending a returning text lets us know you are safe and heading home

3. It helps the Client Liaison know if there was multiple Code-R's that the same HRT Member went on in that day.

Primary and Secondary Phones

1.Primary will text in Slack that they are heading to a Code-R.

2. Secondary will then send a text through Slack saying,

"I have phones."

3. Once the Primary sends a text that they are home

(or leaving the hospital) they will also include "I have phones"

• This creates clear communication between primary and

secondary and who exactly is answering the phone

Google Voice for Personal Phones

Google Voice is used to send out text messages in a hurry to HRT Staff and Volunteers.

There are 6 Google Voice numbers & 2 Volunteer numbers

Each Google Voice number can hold 6 personal numbers

You can find these numbers in HRT Most Used Documents - Staff Contact Sheet

HRT Personal 2

801-876-0431

HRT Personal 3

385-237-4672

HRT Personal 1

801-876-0467

HRT Personal 4

385-743-1746

HRT Personal 5

385-202-3489

HRT Personal 6

801-477-5080

6 Staff Members

When do I use these numbers?

Anytime you need to quickly notify all HRT Staff

Examples:

1. Looking for a 2nd or 3rd code-r (include volunteer numbers in these)

2. Reminders about HRT Monthly Staff Meetings

Vacation time

• If you would like to be removed from the HRT Personal Google Voice while you are on vacation, please send an email to the HRT Coordinator.
• It is your responsibility to also email the Coordinator as soon as you get back to be added back on the group

Norms

BCC Function if emailing entire team.

Make sure to have a signature set up, if you do not know how to do that make sure to connect to your supervisor.

Replies should be only expected during business hours if this is an emergency please reach the manager on call.

Business Hours: Monday - Thursday 9 am to 5 pm with respect to holidays)

Respond to work communications within 2-business days. Please be sure you are checking your emails!

PRN, if you are wanting first pick on shifts, check your email daily.

Time off requests

For staff with recurring scheduled shifts:

• Vacation time will be based upon each advocate’s weekly hours. Every month, each individual is allowed one week’s worth of shifts off. If additional time off is needed, that must be arranged on a case-by-case basis with the HRT Staff Coordinator. Mental health time or illness does not factor into vacation time.

Example: Staff is scheduled 32 hours of shifts, 32 hours of time off allowed in one month

• Submit an HRT Time Off Request Google Form

For PRN staff:

Submit an HRT Time Off Request Google Form

Personal Holidays

***Each HRT staff are given one “floating holiday” to help incentivize other staff to cover their shift. This can be any day you really need coverage but can’t seem to arrange it.

• ON-call rate is doubled
• Call-out rate is time and a half
• Once the coverage is found, include in your email to hrtschedulechange@raperecoverycenter.org who is picking up the shift and that they should be paid the incentive rate.
• The person picking up the shift will select yes to the holiday question on their HRT timecard and include an explanation on the shift report.

Emergency Coverage

Is less than 4 days notice that you need time off

1. This should RARELY happen (maybe 2-3 times a year)

2. If you need time off and you are outside the minimum 4-day notice (a day is considered a Rape Recovery Center Operating day, Monday - Thursday 9 am to 5 pm with respect to holidays) then call MOC

3. Call the Manager On Call (MOC) - 385-202-4287 - Do not email your emergency

4. This MUST be an emergency to request this time off!

5. What is considered an emergency: bereavement, an emergent medical crisis, car accidents (that make it impossible for you to respond to a Code-R), or being sick.

6. The MOC will make a decision on how you should proceed in finding coverage

7. The first violation of the policy will result in a warning. Further violation may result in a write-up. If a pattern of emergency coverage emerges written documentation of emergencies may be required.

How to Find Coverage for Vacation

1. If you are taking time off please submit a time off request

2. Wait for an email from the HRT Coordinator accepting or denying your vacation time.

3. If allowed to take time off please email out looking for coverage to hrtprn@raperecoverycenter.org

4. If no replies within 24 hours then email looking for coverage to hrtstaff@raperecoverycenter.org

5. Once coverage is found, email who is taking what shifts and forward the email thread to hrtschedulechange@raperecoverycenter.org

6. If multiple staff members are willing to cove,r the HRT Coordinator will decided who will take the shift. More info pg.24-25 HRT staff manual.

7. HRT Coordinator will invite the staff members on the HRT Calendar to cover

8. It is still up to the Staff member to make sure that all their shifts are covered and it is shown on the HRT Calendar

9. ALL staff member are required to accept any invitation for the HRT Calendar so we know that you are taking this shift. If the date and times are wrong, please reach out and ask for clarification

After Hours Shift & Secondary Shifts

After Hours are shifts are Monday - Sunday 10pm - 8am

Was created as a secondary shift overnight because there is

not a manager on call during these hours.

• After Hours and Primary shifts are a support system to each other
• Bounce ideas off one another, trouble shoot
• Assist any Crisis Line volunteers in coding over, debrief or answer any questions they may have
• Will hold the crisis line if volunteer does not code over

Secondary Shifts are separate from After Hours

• Secondary shifts go out after the primary
• These shifts are NOT labeled "After Hours"
• If a volunteer does not code over on Crisis Line, during the day, then the Secondary will take over the Crisis Line

How do you know if you are working an after hours shift?

Your work phone number should always be added to the after hours shift so Crisis Line volunteers can contact you

After Hours Procedures when MOC is not available

1. Make sure your cell phone is charged and the ringer

is on

2. Check the HRT Calendar for Volunteers and Shadows

3. Check Slack to see if the Primary

(or secondary shift on the weekend) has been called out

4. Take the line and text "I have phones" in Slack if you are

next in line to go out on a code-r

5. Have your work computer ready or a printed out copy of

the HRT manual near you in case you need to troubleshoot

with the Primary person on shift for any protocols

How to find Coverage during an After Hours Shift

Do this during the times of 10pm-8am for a third Code-R

1. Send out a text message using Google Voice Volunteer Personal numbers

2. Send a text asking for coverage to Google Voice HRT Personal numbers

3. Call all Volunteer personal cell phone numbers and leave a message. Follow up right after with a text message

4. Call all PRN personal cell phone numbers and leave a message. Follow up right after with a text message.

5. Call all personal staff cell phone number let (go down the HRT Contact List one by one), leave a message. Follow up with a text message

6. A helpful hint is, if you are comfortable, let people know why you need emergency coverage.

Paperwork

• Paperwork must be put in Client Track within 48 hours of the Code-R
• If you add paperwork to Client Track within 24 hours of the Code-R, you can bill for the Call Out Rate.
• If outside the 24 hour mark, bill the office rate
• Paperwork must walked in within 7 days from the Code-R
• If you choose to mail your paperwork, remember you are still responsible for turning this in, even if it get lost in the mail.
• You will not be paid for the Code-R until paperwork is entered into Client Track and turned into the office.

Client Track

Live Demo: https://www.clienttrack.net/raperecoverycntslc

Partner Contact Note:

• 42.5% success rate (Numbers from HRT Log September 19 report)
• Grant Funding is extremely important that we meet our goals. That means that every time there is a Community Partner or System Based Partner contact this is documented in client track. Following the SIP Method: Situation, Implementation and Plan.
• More on the difference between System Based and Community Based contact can be found in the Client Track Data Base Instructions on pg.12-13.
• CCJJ this the grant that pays for the HRT Program.
• Accelerated Advocacy:
• Email Kris if it requires follow up prior to 7-days k.batty@raperecoverycenter.org

System Based Partner Note Example

Hello [LE advocate's name],

I just wanted to provide you with information for follow up with a survivor that I assisted in the hospital during a Code-R today (mm/dd/2019).

Name: John (JJ) Doe

DOB: mm/dd/year

Phone: (801)867-5309

Email: john.jj.doe@gmail.com

John (JJ) has requested that we follow up with him via his cell phone (above). It is okay to leave messages on JJ’s phone. JJ has lost his phone during the incident and currently isn’t in possession of it. He has some questions about law enforcement potentially recovering his phone and personal items from the location of the incident. If you have any questions please feel free to reach out to me.

Community Based Partner Note Example

What to Include in the Case Note:

Organization Name

Name of the Individual You Spoke with

Outcome of the Call

Only one case note per Code-R

Include all interactions with Community and system based partners and UOVC.

(See examples at the end of this document for what to say and examples of each type of partner)

Page 13 Client Track Database Instructions

Client Track

Good Examples of Advocacy Notes/Needs:

• This are good examples of advocacy notes because they provided specific needs and information.
• This help us to provide a tailored follow up, and prepare ahead of time with referrals and information.
• It is extremely important to know if the phone belongs to the client or not. In cases of domestic violence and to protect the client confidentiality.
• It is important to fill out the request for authorization form correctly to protect the client's confidentiality.

Client Impact

• Trauma informed care is provided during code R. During Code R we informed the client that they will have their 1st follow up between 7 days. 2nd follow up 2 to 3 weeks after the 1st Follow Up and 3rd follow up a month later after 1st Follow Up. If additional required follow up is requested by the client we can provide that as well.
• We provide a realistic timeline this is the reason on why is so important for us to get the paperwork into the office.
• Without this paperwork turned in, we can not follow up.
• We are sometimes the only support system for them and without correct follow up time, it delays in their healing process.