Crisis Call Center Care
(Part 2 of 2 continued from The Call Center’s Role in Behavior Counseling)
Telehealth is helping to overcome barriers and increase access to mental health care. Crisis call centers connect those who are experiencing a mental health event with behavioral health professionals and are available twenty-four hours a day, seven days a week.
Many call centers offer online chat, text communication, and real-time interpretation services (including American Sign Language via video chat) as well. Some specialized centers even have software specifically designed to dispatch mobile crisis teams to people in need of more intense treatment. These integrated technologies enable people to receive professional care in-person, in the privacy of their own homes.
Call center managers can keep track of outcomes using reporting technology and are able to see if and when a caller received services from a mental health facility for ongoing care.
National Suicide Prevention Lifeline
Call centers are a critical part of the system that makes up the National Suicide Prevention Lifeline (NSPL) network. This kind of crisis service system can provide Level 5 “Close and Fully Integrated” care by implementing an integrated suite of software applications. According to the NSPL, the components of this system are:
- Status Disposition for Intensive Referrals – A comprehensive list of people who are waiting for care, including information about their wait-time and location.
- 24/7 Outpatient Scheduling – Crisis call center staff have access to electronic appointment information.
- Shared Bed Inventory Tracking – Access to information about how many beds are available in a particular area or state, where they are located, and what type of care a person can receive at that location.
- High-tech, GPS-enabled Mobile Crisis Dispatch – Information about the location of the closest available mobile care team.
- Real-time Performance Outcomes Dashboards – Provides analytics information regarding operator workflows and performance to indicate the speed people are receiving help.
Connections Save Lives
Studies unequivocally show the use of integrated communication technology is providing better access to mental health treatment. Current health technology solutions are being enhanced with the use of mental health apps for more accurate data that leads to customized care. Telehealth technology provides a clear path to help coordinate this care and improve mental health outcomes.
Leveraging communication and health technologies together makes individuals, families, and communities more connected to mental health care. This creates a network of support to build a stronger and more mentally healthy society.
Read part 1 of 2 - The Call Center’s Role in Behavior Counseling