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Clinical Practices - 24/7 Support Line

The guidelines and protocols followed for our 24/7 Support Line to ensure quality care and patient safety. This ensures consistent and ethical care delivery while adhering to legal and regulatory requirements.

BetterMynd's 24/7 Support Line is a dedicated number students can call 24/7/365 to receive immediate crisis assessment and intervention or emotional support from a U.S.-based Master’s-level behavioral health clinician.  

Delivered through our white-labeled partnership with the largest independent provider of employee wellbeing support solutions serving millions worldwide. 

Partner protocols

As the largest independent provider of employee wellbeing support solutions serving millions worldwide, our partner adheres to a rigorous set of internal policies and protocols. 

Process-wise, a Master’s-level clinician answers the call and gathers information such as the caller's name, address, school affiliation, phone number, gender, and email. The caller will be provided with responsive care from emotional support up to emergency intervention as needed.  Clinicians complete a risk assessment on every call and will provide a safety plan as needed.   

BetterMynd Clinical Operations Call Review and Quality Assurance 

BetterMynd’s 24/7 Support Line uses the campus’ identified protocols and resources to provide just-in-time interventions, inclusive of the provision of local (campus) resources to students during their call, as well as follow emergency notification expectations. 

In addition, BetterMynd Clinical Operations: 

  1. Reviews every new report the next business day 
  2. Students receive a follow up email after the call (provided they gave their email) with campus and local resources 
  3. Identifies any patterns of use that may be of concern or may warrant further assessment, and notifies the campus 
  4. Identifies themes that may be of interest to the campus, (e.g. multiple students call over a three month period following a fire at an off/campus residence) 

Note: The difference between BetterMynd’s 24/7 Support Line and 988 Suicide & Crisis Lifeline: 

  • While 988 is a great safety net offering in the US, it does not offer any real time information about resources in the student’s current ecosystem, nor do they solely use clinical professionals to respond to calls.  
  • 988 will also not report back to the college on general aggregate use nor reports following an emergency escalation.