CENTEGIX® | Impact Story
When the Unexpected Happens: Coordinating a Rapid Response to a Sudden Act of Aggression
The Challenge
PREPARING FOR THE UNEXPECTED
New River Valley Community Services (NRVCS), the public provider of behavioral health services to residents of Virginia’s New River Valley, serves individuals with a range of behavioral health needs, including those experiencing acute mental health and substance use crises.
As NRVCS prepared to serve individuals with higher-acuity needs in a new facility, leaders took a proactive approach to clinic safety. Recognizing the unpredictable nature of crisis care, they wanted to provide their team with an immediate way for employees to call for assistance when they needed it.
NRVCS implemented the CENTEGIX Safety Platform®, equipping staff at its residential crisis stabilization unit and neighboring crisis receiving center with CrisisAlert™ wearable duress badges. This empowered staff to signal a need for support from anywhere in the buildings. The connected sites were intentionally configured to receive one another’s alerts so staff could quickly support colleagues across facilities when additional help was needed.
The Solution
AN INCIDENT WITHOUT WARNING
Around 8:15 one morning, the residential crisis stabilization unit was busy with breakfast, medication administration, and shift change. Staff were spread throughout the facility when an individual experiencing psychosis unexpectedly approached and struck a nurse from behind.
The incident happened without warning. Nearby staff immediately intervened, and one employee activated their CrisisAlert badge. The alert reached on-site supervisors as well as staff at the neighboring crisis center, prompting additional support to respond immediately.
As responders arrived, the team quickly divided responsibilities. Nurses cared for their injured colleague and moved her away from the situation. Other staff worked to de-escalate the individual involved, while another group moved nearby patients to a secure area. Staff also called 911 and began coordinating with law enforcement.
New River Valley Community Services
16-Bed
Crisis Stabilization Facility and Crisis Center
80 Employees
Across three crisis programs within NRVCS
Since 1969
NRVCS has served Virginia's New River Valley
The Results
COORDINATING A RAPID RESPONSE
From Anderson’s perspective, the staff knew what needed to happen during the emergency. But CrisisAlert helped them coordinate that response faster.
Without the alert, employees would still have cared for their injured colleague, protected other patients, contacted 911, and located supervisory staff. But each action could have required additional steps: finding a phone, locating a supervisor, contacting leadership, and notifying staff at the neighboring facility.
Instead, the alert immediately connected the right people across both sites. Responders knew where help was needed, supervisors arrived from the neighboring crisis center, and off-site leadership was notified of the incident, while staff closest to the situation remained focused on de-
escalation and care.
Working in crisis, you always look at a preventative model. We knew we would be taking people who were higher acuity, so we really wanted to have a more secure system and provide that additional reassurance for staff.
Jill Anderson, LPC
Emergency and Acute Program Director, New River Valley Community Services (NRVCS),
Impact Story
When the Unexpected Happens: Coordinating a Rapid Response to a Sudden Act of Aggression
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