Introduction
Technology is ubiquitous, yet psychological, psychiatric, substance use, and public mental health engagement and treatments have historically been in-person and resource intensive and not hightech. The disruption of the COVID-19 pandemic catalyzed mental health providers to adopt technology to expand access to services. This paper focuses on the potential that technological innovations have in making behavioral health crisis services more accessible and equitable across the United States and includes case studies from states and providers who were early adopters of leveraging technology to facilitate crisis care. This paper also focuses on those technologies that drive and support the crisis system, from call centers, through mobile response, to stabilization and respite programs. This paper covers the use of technology in adjacent fields that may affect the crisis system, such as the use of artificial intelligence to facilitate the diagnosis and treatment of disorders and the increasing use of self-serve mental health apps among consumers. The authors consider the characteristics of an organization that succeeds at the innovative use of technology, including its use to promote workforce development and broaden cultural characteristics. Finally, the paper also reviews how to evaluate the effectiveness of implemented technology.
Highlights
- Technology provides an opportunity to improve service delivery within and between each of the components of crisis care: someone to call, someone to respond, and a safe place for help.
- There are opportunities for technology to facilitate interactions between the crisis system, law enforcement, emergency medical services, emergency departments, and other social service agencies to improve outcomes for individuals experiencing a crisis.
- State mental health authorities and local providers are leveraging technology to facilitate access to crisis services. Many states are showing how technology can improve access and engagement of individuals in crisis, strengthen relationships among all parties involved, and save time and financial resources.
- The field of Artificial Intelligence (AI) is rapidly expanding. Although a mental health crisis is a profound human experience that benefits from support from an individual with lived experience of a crisis, or even the human experience, there are possible roles for AI in improving the crisis continuum. Though still requiring more research and vetting, AI may be used in the detection of a crisis, quality improvement of services, and perhaps as an adjunct to the treatment of someone in crisis and in follow-up care.