Dallas Metro tasked HL with developing a model to provide hotline and mobile crisis response services to the 4th largest city in America, servicing almost 4 million residents spread across more than 5,500 square miles. HL faced persistent challenges common to crisis response organizations, including limited resources,ensuring a timely response, coordinating the activities of multiple stakeholders, and demonstrating cost savings and improving care.
HL developed a technology-enabled solution that was easy-to-use and empowered clinicians with evidence based assessment and intervention tools. The CRP’s decision support tools enable efficient and effective level of care determinations, so that patients can be treated in the least restrictive setting. As crises are resolved, the CRP automates warm hand offs, continuity of care, and patient follow-up.
Over a ten-year period, with the CRP powering its operations, HL achieved the following metrics in Dallas Metro:
A software platform developed by clinicians for clinicians with a proven record of success in improving the lives of patients and their families
Integrated management of crisis hotline, telehealth, mobile crisis, and facility-based operations
Proprietary episode summary synthesizes the most salient elements of an episode of care
Secure, easy-to-use cloud-based system built for stability, redundancy, and scalability
Robust toolkits and dashboards for reporting and continuous quality improvement
Evolving platform being iteratively improved through collaboration with the Zero Suicide Institute, as well as clinical and academic partners
Designed for regulatory compliance with HIPAA, 42 CFR Part 2, CJIS, and HIV privacy rights
Rapid triage, case assignment, assessment, treatment, and follow-up of individuals in crisis
Improve efficiency and effectiveness of clinical operations
Reduced costs associated with inpatient admissions and emergency department presentation due to more accurate level of care determinations
Improved follow-up and engagement with outpatient services
Decision support tools that reduce cognitive load and improve clinical decisions
Demonstrate fidelity to evidence based practices