The short answer
Confirm the client's physical location at the start of every session, keep an emergency contact and local emergency resources on file, and agree on a plan for dropped connections and crises. For Veterans and their families, the Veterans Crisis Line is available any time: dial 988, then press 1.
What should every telehealth emergency plan include?
If a client is in crisis now, connect them with the Veterans Crisis Line (dial 988, then press 1, or text 838255) or call 911 for immediate danger.
For planning ahead, gather these at intake and keep them current:
- The client's usual address and the address of anywhere they often join from.
- An emergency contact the client authorizes you to call.
- Local emergency resources: the nearest emergency room and the local emergency number.
- A phone number to reach the client if video drops.
- The client's consent to the plan, documented.
Why confirm location every session?
Two reasons. First, licensure: you can only treat a client located in a state where you're licensed. Second, safety: if something goes wrong, you need to know where to send help. A client who usually logs on from home may be in a car, at work, or in another state.
A simple script: "Before we start, can you confirm where you are right now, and that you're somewhere private?"
What if the connection drops?
Agree in advance:
- You'll call the client's phone within a set number of minutes.
- If you can't reach them and you're worried about safety, you'll follow your emergency plan.
- If there's no safety concern, you'll reschedule.
What if a client is at risk during a session?
Stay connected, assess, and follow your protocol: involve the emergency contact, connect them to crisis services, or call emergency services to their confirmed location. Afterward, document what happened and consult if needed. VA's free Suicide Risk Management Consultation Program helps community providers think through risk with Veterans.
How ValorWell handles this
ValorWell is a scheduled outpatient telehealth service, not a crisis service. ValorWell therapists follow standard telehealth safety practices, including confirming client location each session and having a plan for emergencies. Clinical decisions about risk stay with you, within your training and your licensing board's standards. ValorWell's admin team can help with coordination around a client's care.
Important limits
- Emergency response depends on location. Rural response times can be long; plan accordingly.
- State laws differ on duty to warn and involuntary holds. Know the rules where your client is.
- Telehealth isn't right for every client. Clients with high, ongoing risk may need a higher level of care.