Crisis and Distress Lines

Health Standards Organization (HSO) is developing a National Standard of Canada (NSC) for crisis and distress Lines.

CAN/HSO 22006 Crisis and Distress Lines will provide evidence-informed guidance on delivering people-centred, high-quality crisis line services that meet the needs and preferences of clients, caregivers, and communities served. The standard will apply to all crisis line services, including general crisis lines and population-specific crisis lines, for example those providing services for First Nations, Inuit, and Métis Peoples, youth and young adults, and veterans.

The standard will focus on national, integrated and comprehensive services, designed to respond to Canadians in crisis across the continuum of care. The Standard will address governance, leadership including client rights and ethical decision-making, workforce competency, training, safety and well-being, volunteers, establishing and maintaining a program, service delivery, continuous quality improvement, safety, technology and interoperability, equitable access for all inclusive of marginalized populations, and leading practices in helpline crisis intervention. The standard will address organizational roles, planning, performance, risk, equity-informed and people-centred care, and continuous quality improvement. It will include measurable, outcome-based requirements to enhance the quality and safety of crisis line services.

Likewise, the standard will provide guidance on cultural safety and humility and anti-racism; integrated people-centred and equity-based care; and environmental stewardship.

The standard will address crisis call handling, crisis assessment, crisis intervention, resources coordination and referrals, staff qualifications and training, and quality improvement measures.

The standard will provide communities, clinicians, policy-makers, and others with the information on how to incorporate evidence-informed practices into their communities and clinical settings.