<html><head><meta charset="utf-8"><meta><meta><meta><meta><meta></head><body style="word-wrap: break-word;"><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">When speaking to a caller who demonstrates any warning signs of suicide:&nbsp;</font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><font face="Calibri">Contact your Lead for assistance any time you do not feel able to support the caller</font></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><font face="Calibri">Stay calm and listen</font></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><font face="Calibri">Take threats seriously</font></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><font face="Calibri">Allow caller to talk about their feelings</font></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><font face="Calibri">Do not place the caller on hold, or transfer the call without permission</font></font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">&nbsp;</font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2"><b>Call Flow:</b>&nbsp;</font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">Caller demonstrates at least one of the warning signs of suicide</font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font size="2"><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;</span></font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">CSR: Ask a question to confirm the intention of the caller</font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><b><font face="Calibri">“I hear you saying (restate phrase made by caller)”</font></b><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;"> </span></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><b><font face="Calibri">“Are you thinking about hurting yourself?”</font></b></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><strong><font face="Calibri"><br></font></strong></font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font size="2"><u><font face="Calibri">Caller responds <i>NO</i></font></u></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><font face="Calibri">CSR: <b>“I apologize if I have offended you; I just want to confirm that you are doing alright. How can I help you today?</b></font></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><strong><font face="Calibri"><br></font></strong></font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font size="2"><u><font face="Calibri">Caller responds <i>YES</i></font></u></font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">Make notes of the following information:</font><font size="2"><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;"> </span></font></p><p style="margin: 0in 0in 0pt 57pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><b><font face="Calibri">Caller name and SSN</font></b></font></p><p style="margin: 0in 0in 0pt 57pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><b><font face="Calibri">Ask - What is your location or address right now?</font></b></font></p><p style="margin: 0in 0in 0pt 57pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><b><font face="Calibri">Ask - What is the phone number where you are now?</font></b></font></p><p style="margin: 0in 0in 0pt 57pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><strong><font face="Calibri"><br></font></strong></font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">CSR: <b>“I would like to put you in touch with someone who may be able to help you.</b> <b>&nbsp;Would you wait a moment while I contact the person who can help?”</b></font><font size="2"><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;"> </span></font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2"><br></font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">Warm transfer to Veteran Crisis Line @ <span class="baec5a81-e4d6-4674-97f3-e9220f0136c1" style="white-space: nowrap;">800-273-8255</span>. Stay on the call until the operator takes control of the call.</font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">&nbsp;</font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">When you reach the Veteran Crisis Line, provide the following information:</font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><font face="Calibri">CSR: <b>“My name is (your name) I am calling from the Veterans Affairs with (caller name).</b></font></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><font face="Calibri">CSR: “<b>(caller name) told me that he/she was thinking about hurting him/her self.</b></font></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><font face="Calibri">CSR: <b>“How can you help us?” </b></font></font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">&nbsp;</font></p><p style="margin: 0in 0in 0pt; font-family: undefined;"><font face="Calibri" size="2">If the caller terminates the call and/or you lose the connection, call the Veteran Crisis Line @ <span class="baec5a81-e4d6-4674-97f3-e9220f0136c1" style="white-space: nowrap;">800-273-8255</span>, and provide the following information:</font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span><font face="Calibri">Recorded information from step 4</font></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="2"><span style="font-family: Symbol;">·</span><span style="font-family: &quot;Times New Roman&quot;,&quot;serif&quot;;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <font face="Calibri">Description of your conversation, and why you think the caller may be in danger</font></span></font></p><p style="font-family: undefined;"></p><div style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; display: inline; font-family: undefined;"></div><strong><font face="Calibri"></font></strong><p style="font-family: undefined;"></p><p style="font-family: undefined;"><font size="4"><strong><font face="Calibri">Veteran Crisis Line 800-273-8255</font></strong></font></p><p style="margin: 0in 0in 0pt 21pt; text-indent: -0.25in; font-family: undefined;"><font size="3"><br>
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