Topic outline

  • The following list of Core Competencies will be covered in our Telehealth Essentials Modules

    Core Competencies Statements

    1. Verify identity of client at the outset of each telebehavioral health session.
    2. Create a welcoming and distraction-free environment that facilitates engagement and helps maintain focus on the delivery of services. Anticipate variation in the client’s level of comfort with this mode of service delivery and make modifications as indicated.
    3. Adapt service delivery in a virtual environment to best meet clients’ unique needs based on age, sex, gender identity, race, ethnicity, culture, national origin, religion, sexual orientation, disability, language, and socioeconomic status.
    4. Plan the workflow for service delivery in the virtual environment and use a set of sequential tasks that occur before, during, and after a telebehavioral health encounter. 
    5. Actively engage clients in identifying crisis situations, developing safety plans, and managing crisis or emergency situations.
    6. Adapt communication skills for the virtual environment to: set the pace of verbal information exchange; attend to voice projection, facial expression and body language; use more descriptive words; and, other operational practices that may influence communication and rapport-building.
    7. Use and teach appropriate etiquette during sessions in the virtual environment through professional demeanor and dress, interpersonal courtesy, punctuality, audio and visual awareness, and attention to privacy considerations.
    8. Adhere to evidence-based and best practice guidelines developed for in-person services with consideration of modifications needed to reliably implement services through videoconferencing.
    9. Collaborate or consult with primary or specialty care providers, clinicians, case managers, and relevant others to individualize services within the client’s system of care using the most appropriate technology.
    10. Be familiar with service providers that are local to the person receiving services and exercise judgement in making referrals, with special consideration to the impact of rural environments that may present geographic barriers to care and less availability of healthcare resources.
    11. Prepare/orient clients to the technology in order to assure if functional hardware and software are working and provide with technical assistance to troubleshoot/respond to technology-related issues.
    12. Use appropriate strategies for digital recording and storage of files and use compliant technologies for sharing and storage in accordance with HIPAA regulations.
    13. Establish and communicate protocols for system failures or other technology issues (backup plan) in advance.
    14. Be competent in the technology of the service delivery medium and maintain current competency through continuing professional development, consultation or other procedures, in conformance with current regulatory requirements.
    15. Actively research current and emerging virtual technologies to build competence with the technologies used and assess the potential impact of the technologies on clients.
    16. Be familiar with and comply with all relevant laws and regulations when providing telebehavioral services to clients across jurisdictional borders.
    17. Educate clients about issues related to the security/confidentiality of client data, privacy, etc., and obtain/document written informed consent that specifically addresses the unique concerns related to the telebehavioral health services being provided.
    18. Demonstrate a professional online presence in website marketing or postings, use of social media, email address format, etc., and take a proactive approach to routinely manage the online presence.

  • Client Care in a Virtual Environment:

    The competencies in this domain reflect the service provider’s responsibility and ability to demonstrate how to make evidence-based decisions in the best interest of clients, and have a working knowledge of KSAO related to virtual service delivery issues as they pertain to technology-based care, to include documentation and informed consent. 

    • Learning Objectives

      1.1. Assess the client to determine if he or she meets established criteria for service eligibility and readiness to receive telebehavioral health services.

      1.2. Verify identity of client at the outset of each telebehavioral health session.

      1.3. Create a welcoming and distraction-free environment that facilitates engagement and helps maintain focus on the delivery of services. Anticipate variation in the client’s level of comfort with this mode of service delivery and make modifications as indicated.

      1.4. Adapt service delivery in a virtual environment to best meet clients’ unique needs based on age, sex, gender identity, race, ethnicity, culture, national origin, religion, sexual orientation, disability, language, and socioeconomic status.

      1.5. Plan the workflow for service delivery in the virtual environment and use a set of sequential tasks that occur before, during, and after a telebehavioral health encounter. 

      1.6. Actively engage clients in identifying crisis situations, developing safety plans, and managing crisis or emergency situations.

      1.7. Adapt communication skills for the virtual environment to: set the pace of verbal information exchange; attend to voice projection, facial expression and body language; use more descriptive words; and, other operational practices that may influence communication and rapport-building.

      1.8. Use and teach appropriate etiquette during sessions in the virtual environment through professional demeanor and dress, interpersonal courtesy, punctuality, audio and visual awareness, and attention to privacy considerations.

      1.9. Adhere to evidence-based and best practice guidelines developed for in-person services with consideration of modifications needed to reliably implement services through videoconferencing.

      1.10.  Collaborate or consult with primary or specialty care providers, clinicians, case managers, and relevant others to individualize services within the client’s system of care using the most appropriate technology.

      1.11.  Be familiar with service providers that are local to the person receiving services and exercise judgement in making referrals, with special consideration to the impact of rural environments that may present geographic barriers to care and less availability of healthcare resources.

  • Technology and Telepresence:

    The competencies in this domain reflect the service provider’s responsibility and ability to demonstrate effective techniques to maximize the relationship in a virtual atmosphere in a manner that maintains confidentiality and minimizes distraction and interruptions.  Service providers must be able to responsibly use the technology and demonstrate a functional knowledge of its strengths, applications and limitations, especially as it relates to privacy, confidentiality, data integrity and security.   

    • Learning Objectives

      2.1. Prepare/orient clients to the technology in order to assure if functional hardware and software are working and provide with technical assistance to troubleshoot/respond to technology-related issues.

      2.2. Use appropriate strategies for digital recording and storage of files and use compliant technologies for sharing and storage in accordance with HIPAA regulations.

      2.3. Establish and communicate protocols for system failures or other technology issues (backup plan) in advance.

      2.4. Be competent in the technology of the service delivery medium, and maintain current competency through continuing professional development, consultation or other procedures, in conformance with current regulatory requirements.

      2.5. Actively research current and emerging virtual technologies to build competence with the technologies used and assess the potential impact of the technologies on clients.

  • Legal and Regulatory Issues in a Virtual Environment:

    The competencies in this domain reflect the service provider’s ability to explain and identify the relevant federal, state, and local laws, regulations, requirements and procedures regarding the practice of virtual behavioral health service delivery as it relates to the locations of the client and the service provider.

    • Learning Objectives

      3.1. Be familiar with and comply with all relevant laws and regulations when providing telebehavioral services to clients across jurisdictional borders.

      3.2. Educate clients about issues related to the security/confidentiality of client data, privacy, etc., and obtain/document written informed consent that specifically addresses the unique concerns related to the telebehavioral health service encounter.

      3.3. Demonstrate a professional online presence in website marketing or postings, use of social media, email address format, etc., and take a proactive approach to routinely manage the online presence. Assess the client to determine if he or she meets established criteria for service eligibility and readiness to receive telebehavioral health services.