Essential Role of Technology for Today’s 988 Crisis Centers

The list of people who benefit from the integration of advanced technology as well as data analytics in crisis centers is long and includes frontline responders, administrative staff, and most importantly, clients. This chapter highlights the transformative effects of targeted technological solutions and data-driven approaches to crisis care for all parties. 

6 Challenges That 988 and Crisis Services Face & How Tech Can Help 

As with any other first responders, crisis center staff and care providers must work quickly to serve diverse populations. Without the right tools in place, they can lose track of clients and crucial information and face dire consequences. The right software platform is a critical ally, enabling providers to streamline operations, enhance efficiency, and have a positive impact on people's lives. 

What follows are six common challenges that 988 and crisis centers encounter and how the right software platform can address them: 

Challenge #1 Lack of clarity around client info and care 

Crisis teams can struggle to understand what services have already been provided to a client, as well as what resources are available to help at that very moment. 

Solution An all-in-one communication platform

Providers need a platform that centralizes communication across the entire continuum of care. For example, with Core's Cx360 software, everything is kept in a central place, making it easy for staff to identify what's already been done for the client and what needs to happen next. 

Challenge #2 Difficulty identifying high-risk clients 

One of the most important parts of working in a crisis team role is being able to triage clients and manage their care accordingly. NSPL provides a rubric that staff can use to assess each client and mandates a minimum of three prompt questions be asked, but staff may need assistance staying in compliance with these guidelines. 

Solution A platform that offers built-in ability to triage high-risk clients 

The NSPL's core principles and subcomponents of suicidality are meant to be the foundation of a crisis center’s risk assessment instrument. Regardless of their specific approach, a robust solution like Cx360 can help call center staff quickly identify and prioritize the people who most need support by providing constantly updated client risk scores. Risk scores are integrated and always available, helping ensure crisis management plans include the latest information. 

Challenge #3 Compliance requirements can be difficult to navigate 

There are multiple sets of requirements for crisis services teams to meet, including the aforementioned NSPL standards, the minimum standards for 988 implementation, and SAMHSA guidelines. It's hard to imagine that any one crisis team staff member could be responsible for remembering all these requirements, let alone ensuring they're met by their colleagues. 

Solution Software built to comply with minimum standards and expectations 

Care team members using Core’s Cx360 can respond to each emergency with the confidence that they're following prescribed best protocols and operating in compliance with all relevant guidelines.  

Challenge #4 Gaps in care plans 

Delays in information sharing between providers and teams, exacerbated by a lack of tools to communicate in real time, can impair coordination and lead to service gaps. 

Solution A system-of-care approach 

A holistic system-of-care approach, like the one developed by Cx360, allows for timely collaboration. Crisis services staff can log in to talk and collaborate with their team members by securely sending text messages and other immediate notifications. Whether providers are in or out of network, such a system can share information across all stakeholders so that no one is ever in the dark. This allows providers to quickly respond to the most current information and provide the highest possible level of care.  

Challenge #5 Lack of telehealth options 

For people who have difficulty making it to in-person appointments, telehealth can save lives. A recent study published by the Journal of Medical Internet Research revealed that people receiving telehealth psychiatric services and medication were over four times more likely to be in remission for suicidal ideation compared to those who didn’t receive care. However, not all platforms make it easy to coordinate telehealth services, which can affect the development of customized crisis management plans. When telehealth is considered as separate from other client care functions, it can be hard for clinicians, crisis center staff, and even clients to navigate. 

Solution A system with embedded telehealth features 

Telehealth integration is central to the complete system-of-care approach that ensures clients get the appropriate level of care for their unique needs. Systems that have an integrated telehealth platform enhance care coordination and close the loop on care. 

Challenge #6 Billing and collections are cumbersome processes 

For many in crisis services, billing after service and following up on collections are tough tasks and take time away from providing quality care. 

Solution Software that optimizes and automates billing and collections 

Systems that simplify these responsibilities are tremendous time savers. Cx360’s smart billing tools and automatic client follow-up keep revenue flowing and ease administrative burdens on staff, allowing them to focus on clients. 

The right platform — one designed specifically with behavioral health services in mind — can help crisis services teams improve care coordination, ensure compliance with guidelines and regulations, address gaps in care plans, integrate telehealth services, and deal with an array of other challenges that prevent optimal outcomes. And through the gathering of data, it can provide critical insights into performance gaps that need attention, ultimately helping to build a service that can improve population health. 

Behavioral Health Crisis Data: What Is It and Why Does It Matter? 

To sustain the momentum they have gained as they see more and more people through the worst moments in their lives, and to help them better serve the communities in which they operate, crisis teams must collect, monitor, and manage relevant data.  

Accurate data informs long-term strategies and identifies areas that require additional training. It can also be used to secure valuable funding and support for 988 response.  

The value of 988 mental health hotline data 

A robust technology platform makes such data collection possible, summarizing it into accessible, digestible, and easily shareable reports. This can: 

To improve crisis center management, you need a robust technological foundation. A comprehensive platform helps ensure you have optimal workflows and can provide timely, coordinated services to each client.  

Core Solutions’ Cx360 EHR platform offers just such a solution. Designed for 988 and other crisis call centers, it supports the system-of-care approach needed to bring stakeholders together so clients experiencing a crisis quickly receive the appropriate level of care and real-time care coordination. 

It accomplishes this through:  

• Real-time care tracking and coordination, so everyone who speaks with a client knows what they need 

• A centralized hub for appointment scheduling, bed tracking, and transportation coordination to provide seamless response and treatment 

• Streamlined, efficient workflows to move clients through each step of their journey without delays 

• Automated task management and call routing to increase staff efficiency 

• Performance dashboards that can detect delays and identify bottlenecks 

The Core Solutions Cx360 platform supports all in-network and out-of-network care management coordination required of a 988 or other crisis call center. It’s the intuitive, secure way to power your crisis center.

Talk to us today to learn how Cx360 creates efficiencies for 988 and crisis management planning.