Revised March 2013


Representatives of Kokua will be available at all times through the use of the on-call system. The on-call system is to be used for emergencies only. Any time an external agency, such as law enforcement, emergency medical services, crisis response services, fire department, etc. is called or involved with a client served by Kokua, the on-call system must be notified immediately.


For emergencies during business hours, page the Director of Client Services at 413-2428.

For major emergencies, after office hours, staff on duty will:

  1. Call the Team Leader On-Call at 790-5892.
  2. If there is no response from the On-Call Team Leader, call the Service Coordination Team On-Call at 790-5916.
  3. If the employee is unable to contact either of the above staff, he/she may page the Executive Director, 412-2302.
  4. The On-Call Staff responding to the emergency will contact the client’s parent/guardian if necessary (i.e. injury, absence or death of a client, etc.)
  5. Any time an external agency, such as law enforcement, emergency medical services, crisis response services, fire department, etc. is called or involved with a client served by Kokua, the on-call system must be notified immediately.
  6. The Team Leader or the Designated Team Leader will bring or fax an Incident Report to the Kokua office within 24 hours. For serious incidents that happen on weekends or holidays, the Team Leader On-Call should phone the incident in to the DDD case manager with a copy of the incident report to follow on the next business day.
  7. On-call staff are available 24 hours a day for clients in less than 24 hour support. Client’s telephones should be programmed to “speed dial” the on-call cell phone. Clients should also be given a laminated card with the on-call phone number to carry in their wallet or purse.


Employees carrying the Team Leader On-Call Pager, the Administrative Pager and the Supported Living Pager will be reimbursed at a daily rate for each day they are on-call. On-call staff who are called to respond should claim work hours for the time spent in response. On-call responders should claim a minimum time of 1 hour (for additional calls, additional hours may be claimed if the additional calls are outside of the first one-hour window.)


An Incident Report Form must be filled out by on-duty staff for all emergencies, regardless of severity, before leaving the shift in which the incident occurred.


If minor first aid is required, use the First Aid Kit. Fill out an incident report and note in client’s log before the end of the shift in which the incident occurred.  If a client needs more help than you are able to render, call 911. Do not transport clients in personal vehicles for emergencies unless instructed to do so by emergency personnel.

Employees should initiate CPR if a client is found without a heartbeat. CPR should be continued until emergency medical personnel arrive to assume responsibility for the client. Kokua staff must initiate CPR even if a client has a POLST form signed by the client’s doctor that has instructions for withholding CPR. Only a doctor, a nurse, emergency medical personnel or another medical professional can make the decision to stop CPR. The only exception to this procedure would be if Kokua has an Exception to Policy approved by the DDD Division Director that allows Kokua staff to honor the POLST directive to withhold CPR. Exceptions are typically granted only in cases where the client has been diagnosed as terminally ill and is receiving hospice services in their home.


If a client is involved in any type of alleged illegal activity, either as a suspect or as a witness, staff will notify the Kokua office or Kokua on-call system. Staff will cooperate with law enforcement personnel to the best of their ability


In the event a client receiving 24-hour services from Kokua is missing from their residence or other location, the On-Call System will be contacted immediately. (See Section B above.) The “On-Call” employee will investigate to clarify where a client is supposed to be, including appointments, friends, work, etc. The on-call staff person will notify law enforcement if it is clear that a client with 24-hour services is not at any of the standard locations.


  1. For a minor fire emergency, use the fire extinguisher.
  2. In case of a major fire, remove the clients from the house immediately.
  3. When the clients are safely away from the house, call 911.
  4. The clients’ safety is your only concern. Do not attempt to save property or re-enter the home.
  5. If clients cannot be removed from the home, shut their door and place a towel at the bottom of the door.
  6. Wait outside the home for the emergency vehicles to arrive and point out the location of the client.


  1. The team member with the Safety AOR is responsible for scheduling a fire drill once a month.
  2.  The process is as follows:
    1.  Sound the smoke alarm
    2.  Call out “fire” to the clients.
    3.  Cue or assist clients in leaving via nearest exit.
    4.  Periodically practice exiting by crawling or other appropriate means.
    5.  If clients are distressed by drills they should be forewarned of the drill.

        3.  Clients will receive fire safety training during each drill. This may include reviewing all exits, feeling doors for heat before opening, purpose of crawling, proper use of extinguishers, etc.

         4.  All completed fire drills will be logged on the monthly Safety Equipment    Checklist.


If there is imminent danger to client, staff or others, call 911 first (Fire, Assault, Run Away, Suicidal Behavior, etc.).  The Kokua On-Call System  must be notified whenever there is a 911 call.


Each team is responsible to maintain an up-to-date written Emergency Plan. All new staff should read the Emergency Plan as part of the their orientation. The emergency Plan should be followed in the event of a natural disaster such as a snowstorm, summer heat emergency, power outage, earthquake, flood, volcanic eruption or civil emergency. All emergency Plans must include an emergency staffing plan for assuring coverage during major disasters. Teams should be prepared to continue regular client care without assistance for up to 72 hours. Client’s homes should have a 72 hour supply of emergency food and water in the event of a large scale disruption of services.


The Executive Director will maintain an agency-wide Emergency Plan which will outline the processes to be followed in response to natural or man-made disasters or civil emergencies that would impact normal agency functions.

Copies of the agency-wide Emergency Plan will be kept in the homes of the Executive Director and his or her designee. A copy of the Emergency Plan will also be kept in a red binder in the fire proof safe in the Kokua office.

The Executive Director will update the Agency Emergency Plan on a yearly basis.