Working for 988: Insider Perspectives

Curt and Katie received feedback on our recent one year follow-up episode on the rollout of 988. We received responses from a person who was working within the 988 system as well as someone who started going through the training for the text crisis hotline. We were able to put more depth into our understanding of how this system works. We explored training, supervision, funding, potential equity issues, and concerns for staff. We also share ideas for advocacy.

 Transcripts for this episode will be available at mtsgpodcast.com!

In this podcast episode we report back on employee experiences within the 988/crisis response system

We share two insider experiences working within the crisis response system around 988. 

Listeners shared their experiences with training as an emergency worker within the 988 system:

• For the text crisis hotlines, there were concerns about insufficient, online-only training models that lack supervision and focus on formulaic responses.
• For the call center, there was a report of extensive initial training (9 full time weeks of training) but minimal supervision post-training.

What are 988 insider concerns regarding AI and Data Privacy?

• Ethical concerns around AI tools used for measuring empathy and issues with data collection practices.
• Balancing AI integration with trauma-informed care and caller anonymity.

How does 988 Funding work and what are potential equity Issues?

• Fragmented funding models tied to sources like Medicaid lead to inconsistent protocols and potentially inequitable care.
• Federal funding is needed to standardize practices and improve service quality.

An insider report on 988 Call Center challenges:

• High burnout rates among staff due to limited resources and support.
• Gaps in follow-up care for callers due to funding and staffing constraints.

Takeaways and Solutions for 988 and the full crisis response system:

• Advocacy is needed for dedicated federal funding to ensure consistent training, equitable care, and trauma-informed practices.
• It would be best to have standardized protocols to strengthen the 988 crisis hotline system.
• Thoughtful integration of AI to enhance efficiency while maintaining ethical standards.
• Support for call center staff to prevent burnout and improve service outcomes.

Stay in Touch with Curt, Katie, and the whole Therapy Reimagined #TherapyMovement:

Our Linktree: https://linktr.ee/therapyreimagined

Modern Therapist’s Survival Guide Creative Credits:

Voice Over by DW McCann https://www.facebook.com/McCannDW/

Music by Crystal Grooms Mangano https://groomsymusic.com/