The end goal of this project is a fully unified CRM for the 988 National Suicide Prevention Lifeline to support daily operations and functions for crisis centers including safety assessment call flow, capturing data, safety plans, referrals, managing follow ups, tracking emergency rescues, reporting and data, and quality assurance reviews.
Challenge
The Substance Abuse and Mental Health Services Administration granted funds to Vibrant Health to put together a unified platform for all 988 users. Previously a 1-800 number, 988 is the emergency number in the United States for suicide crisis. This was a massive challenge due to the fact that many crisis centers around the country were being operated by differing entities. Some were run by state governments, others by community centers. Additionally, each center ran their operations in different ways. Some used Salesforce, others not. A unified CRM was necessary so that the caller, the counselor, the case reviewer, and everyone in between, had access to the same platform and information. It needed to have an improved User Interface, a better way to document information, and a way to provide resources to callers in their area.
Solution
Phase I included an implementation of Salesforce Service Cloud and Salesforce Health Cloud. Service Cloud Console provides a way for counselors to receive calls, document notes, manage and schedule follow ups and provide resources.
Results
So far, counselors across the country see an intuitive and uniform User Interface. It is more streamlined than before and has significantly improved the documentation process - allowing the counselor to focus more on the callers' care plan. There is more access to resources directly in Salesforce, ultimately allowing crisis counselors to do their job better and SAVE LIVES!