Alternative Crisis Response

MENTAL HEALTH

County Spending Category
1.3 Care First, Jails Last
Federal Expenditure Category
Mental Health Services
Project Launch Date
07/01/2022
Anticipated End Date
12/31/2026
Interpretation Languages
  • Armenian
  • Cambodian (Khmer)
  • Farsi
  • Korean
  • Russian
  • Spanish
  • Tagalog/Filipino
  • Thai
  • Mandarin
  • Cantonese
  • Vietnamese
  • Arabic
  • Hindi
  • Japanese
  • ASL

Project Contacts

Indicators & Metrics to Date

  • Solicit contractor to operate 988 Call Center following local hiring policies and procedures
    0
  • Onboard contractor to operate 988 Call Center
    0
  • Develop policies, procedures, and related training and communications to ensure appropriate and efficient triage and overall operations.
    0
  • Implement Appropriate Triage Processes
    0
  • Provide Technical Assistance to Route Callers Appropriately
    0
  • Implement process to transfer 988 callers to ACCESS for further mental health resources
    0
  • Develop framework for 911 to 988 call diversion
    0
  • Expand implementation of 911 to 988 call diversion
    0
  • Implement 911 and 988 platform integration
    0
  • Solicit and contract with provider to provide mobile crisis response services
    0
  • Onboard providers to deliver mobile crisis services during overnight, weekend, and holiday hours
    0
  • Expand contractor capacity to increase coverage during overnight, weekend, and holiday hours
    0
  • Develop and implement policies and procedures for contracted mobile crisis service providers
    1

Target Populations

  • Systems Impacted Individuals
  • Systems Involved Individuals
  • Individuals Experiencing Mental Health Disorders

Project Description

The Alternative Crisis Response (ACR) project provides a focused response from the Department of Mental Health for individuals experiencing a mental health, substance use, and/or suicide-related crisis or emergency. Through the 988 call center, DMH offers mental health crisis services as a preferred alternative to the use of 9-1-1 or law enforcement involvement. The 988 Call Center is meant to be a centralized point of access where it does not matter what the need is for individuals seeking crisis services, either on their behalf or on behalf of a family member, friend, or neighbor. The project also expands the availability of mobile crisis intervention teams to respond in-person to individuals in the community experiencing behavioral health crisis. While this project is part of a national effort, there is a recognition that the pandemic has exacerbated emotional distress among the LA County population disproportionately impacted by the COVID-19 pandemic. The County experienced a marked increase in incidents individuals experiencing behavioral health crisis since the start of the COVID-19 pandemic. As a result, the County experienced an increased burden upon law enforcement, paramedics, hospitals, and emergency rooms to support individuals in crisis. The ACR project seeks to increase the availability of mental health support for individuals in crisis with more appropriate care options.

Goals & Objectives

Goal Description By the 07/31/2022, DMH will establish one phone number and call center for all mental health crises in Los Angeles county to support the exacerbated behavior health needs of LA County residents due to the impact of the COVID-19 Pandemic.

Objective Description DMH will complete contracting processes to onboard a contractor to operate the Los Angeles County 988 Call Center.

Activity Description Completion of a solicitation for contracted 988 crisis call center services.
Indicators
# Type Name Baseline Target
1 Performance Solicit contractor to operate 988 Call Center following local hiring policies and procedures 1.00
1 Performance Onboard contractor to operate 988 Call Center 1.00

Objective Description Creating interoperability across the alternative crisis response system to serve individuals experiencing a mental health crisis more effectively.

Activity Description Ensure appropriate and efficient triage and overall operations of 988 Call Center.
Indicators
# Type Name Baseline Target
1 Performance Develop policies, procedures, and related training and communications to ensure appropriate and efficient triage and overall operations. 1.00
1 Performance Implement Appropriate Triage Processes 1.00
1 Performance Provide Technical Assistance to Route Callers Appropriately 1.00

Activity Description Create interoperability across 911, 988, and the ACCESS Center.
Indicators
# Type Name Baseline Target
1 Performance Implement process to transfer 988 callers to ACCESS for further mental health resources 1.00
1 Performance Develop framework for 911 to 988 call diversion 1.00
1 Performance Expand implementation of 911 to 988 call diversion 1.00
1 Performance Implement 911 and 988 platform integration 1.00

Outcome Description LA County would have an easy to access and widely known way for the public to seek mental health support and assistance amid a crisis, as operationalized by a dedicated telephone number to call for seeking help with a mental health emergency and mobile outreach teams available for assessment and intervention when a crisis cannot be alleviated over the telephone.

Goal Description Expand LA County’s mental health mobile crisis response services to operate on a 24/7 basis.

Objective Description Implement mobile crisis response services during overnight, weekend, and holiday hours.

Activity Description Contract with one or more providers to provide mobile crisis services during overnight, weekend, and holiday hours.
Indicators
# Type Name Baseline Target
1 Performance Solicit and contract with provider to provide mobile crisis response services 1.00
1 Performance Onboard providers to deliver mobile crisis services during overnight, weekend, and holiday hours 1.00
1 Performance Develop and implement policies and procedures for contracted mobile crisis service providers 1.00
1 Performance Expand contractor capacity to increase coverage during overnight, weekend, and holiday hours 1.00

Outcome Description LA County will operate a sufficient number of mobile crisis response teams to provide timely 24/7 coverage throughout the County.