Crisis Response in Action: 5 Strategies to Strengthen 988 and Community-Based Care

The mental health crisis in the U.S. has prompted a nationwide reevaluation of how providers deliver care in moments of acute need. The introduction of the 988 Suicide & Crisis Lifeline was a major milestone in preventative care—offering people in distress an easier way to access help. In fact, according to the Department of Health and Human Services, during its first year, 988 handled more than 5 million calls, texts and chats—a 35% increase over the previous Lifeline system. source 

But here's the thing—while 988 offers a clear foundation for crisis care, its success depends heavily on the broader infrastructure supporting it; predominantly state, county and local resources. 

In a recent Netsmart-hosted webinar, experts from Kansas, Texas and South Carolina offered a behind-the-scenes look at how their organizations are successfully scaling crisis response in real-time. They shared what works, what doesn’t and what it actually takes to make a difference in someone’s most vulnerable moment. 

Here are the five most valuable takeaways from their discussion. 

 

1. Localized 988 Infrastructure 

Located in northeastern Kansas, Johnson County Mental Health Center didn't just wait for state directives to drive their adaptive response—they acted. By integrating their local crisis line and the national 988 number under a single umbrella, they created a seamless response system where trained call takers handle all calls, regardless of origin. 

What makes this model effective? Co-location. Their 988-call center now sits alongside local 911 dispatchers, sheriff departments and first responders. This overlapping proximity improves real-time collaboration, streamlines warm handoffs and helps divert unnecessary law enforcement involvement. 

Takeaway: If your organization can answer 988 locally, that’s the way to go. Your ability to connect callers with nearby resources in the moment is a game-changer. 

 

2. Think Beyond the Immediate Crisis 

It’s possible that not every crisis caller needs someone dispatched to help immediately. Johnson County has learned to triage beyond the binary of “crisis vs. non-crisis.” They've built a tiered mobile response model, with teams ready to respond urgently within an hour and others that follow up with callers the next business day. 

This allows their teams to address different levels of need, from someone in imminent danger to a family member simply unsure of where to turn. It's also an effective way to avoid overwhelming teams and burning out staff. 

Takeaway: Design tiered response protocols for a spectrum of needs—not just emergencies. The ability to dial up or down the urgency of your response helps stabilize your resources. 

3. Invest in Mobile Crisis Units 

Emergence Health Network in El Paso, Texas, is driving mobile crisis care to the next level of sophistication. Their recent investment in high-tech, fully equipped mobile healthcare units brings treatment directly to underserved areas, including rural parts of West Texas. 

These units are outfitted with everything staff need: satellite internet, climate control, electronic health record (EHR) access and even telehealth tools to initiate care while in transit. And the best part? They didn’t rely on new grants. They used existing funds by working with their partners to reallocate resources. 

Takeaway: Crisis mobile healthcare units are only as valuable as their strategy. Build partnerships and scheduling outreach before they hit the road for maximum impact. 

 

4. Let Data Prove the Impact of Crisis Diversion 

Johnson County is using their EHR to track how often they avoid hospitalization, law enforcement or justice involvement. This data is more than just numbers—it’s crucial information for securing funding and shaping policy. 

Emergence Health is doing the same, using data to show how new tools and services reduce pressure on emergency systems while supporting recovery. The ability to report on these outcomes in real time boosts credibility with stakeholders and supports sustainability. 

Takeaway: Don’t just collect data—use it to tell your story and advocate for continued investment to benefit the community you serve. 

 

5.  Prioritize Technology That Enhances Safety and Expands Access 

The most effective tech solutions are the ones that meet practical needs in the field. 

In South Carolina, mobile units are equipped with secure, cloud-based EHR access, giving clinicians the ability to deliver care even in remote areas. Similarly, in El Paso, Emergence Health Network has embedded satellite internet and real-time documentation tools into their mobile vans, eliminating the need for double data entry and reducing administrative burden on clinical teams. 

Both organizations are also leveraging secure telehealth to serve individuals in rural or transportation-challenged areas. In some cases, staff can begin care remotely before even arriving on-site—bridging critical gaps in the response window. 

Takeaway: The right tech doesn’t replace people—it amplifies their abilities, helps them respond faster and focus on care instead of logistics. 

 

Final Thoughts

There’s no one-size-fits-all model for crisis care, but the lessons from these communities are clear. You need local ownership, proactive partnerships, strategic funding and the right technology to build systems that actually serve people in need. 

988 is more than a phone number. It’s a signal—an invitation to reimagine how we show up for people when it matters most.