How Carelon stands up free 24/7 call centers for communities in crisis
Mental health needs in disaster-affected communities
Studies have found that when communities endure unexpected crises, up to 30% of individuals in disaster-affected communities experience post-traumatic stress disorder early on, while others develop trauma symptoms one year or more after disasters such as a mass shooting or a catastrophic weather-related event.1
Individuals with pre-existing vulnerabilities and inequities may also experience intensified mental health struggles in the aftermath of disasters. Low-income populations, communities of color, individuals with disabilities, elderly people, immigrants, and rural communities often have fewer resources for recovery efforts. These factors can contribute to trauma that individuals with pre-existing vulnerabilities and inequities experience in the wake of community disaster.1
As a result, disaster-affected communities often need additional resources to step in and help deescalate the aftershocks that residents experience.
Call centers and the Carelon Behavioral Health solution
Call centers that open in disaster-affected areas provide mental health support for residents. Most individuals who contact call centers in the wake of disasters that affect their communities report positive outcomes. The lines are an effective method of helping individuals in crisis and directing them to resources in their community.2
Carelon Behavioral Health has created a highly effective call center solution to immediately address support needs in disaster-affected communities. With a crisis response team of over 200, including clinicians, Carelon quickly and efficiently stands up free 24/7 centers for communities in crisis.
“When opening a call center in a community affected by a disaster, we typically hold a kick-off meeting, which includes clinical and marketing staff along with senior leadership,” says Lisa Webb, RN, BSN, Director of Behavioral Health Services, Carelon Behavioral Health. “We discuss how we want to promote the call center in the community. Do we want to distribute a flyer? Promote on social media? Issue a press release? We determine the best way to get the word out to the community so that residents know we are there to help them.”
The Carelon team’s goal is to be there in the moment for the callers, in a variety of ways. “We are here to listen to people and help deescalate crisis situations. We provide an outlet for people,” says Webb. “Our team gathers information on local resources that callers can use in the future. We try to find out if callers are part of an employee assistance program through Carelon Behavioral Health, so that we can tell them about resources available to them that they might not know about. We try to assist in any way possible.”
How call centers help communities after the immediate crisis has passed
Carelon’s crisis lines remain active permanently, in case a resident finds a flyer at some point down the road. “People may need assistance long after the immediate disaster has passed, so our lines always remain open,” says Kayli Lehman, Clinical Quality Manager, Carelon Behavioral Health.
The Carelon team provides both local and national resources positioned to help residents over the long term. “We direct callers to NAMI, 988, SAMHSA, and resources for victims of crime. The local area might have additional crisis lines or brick and mortar crisis centers that the community can access. We also talk to individuals about their benefits so that they can access ongoing counseling if needed,” adds Lehman.
She emphasizes Carelon’s ongoing mission to support people in need. “People are looking for support, so we find ways to support them by researching information on what’s available to them in their area. We also help people discover their own resources.”
The Carelon program’s unique differentiator
“Our years of experience set us apart from our competitors,” says Leigh Faulkner, Director of Behavioral Health Programs and Services, Carelon Behavioral Health. “We are in markets across the country. We can launch a crisis call line very quickly, with a six- to twelve-hour turnaround time. Our staff is always ready to go and available to help the general public.”
Faulkner reiterates how Carelon provides support beyond the time of immediate crisis. “We can help residents with issues such as finding housing. We look at a person’s whole health. We never shut our lines down, so they remain ongoing. Residents can always call for support for a variety of issues months later. This is what we specialize in and do every single day.”
Webb also highlights the state direct crisis lines that Carelon currently operates. “We embed this service in our offerings and everyday commitment to helping people live their lives to the fullest extent.”
How the Carelon program drives a solution forward
“When communities in crisis know that a line is always available to them, they have a significant source of support as they begin their recovery process. Some of our competitors may not keep a line going, but we do,” says Webb. “Grief is not a one-time thing, so we are going to be there when help is needed.”
Sources:
1 International Journal of Environmental Research and Public Health: Working with Disaster-Affected Communities to Envision Trauma-Informed Approach to Post-Disaster Recovery Planning (Accessed December 2023): https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8835046/
2 Health and Social Care in the Community: Crisis Line Services: A 12-Month Descriptive Analysis of Callers, Call Content, and Referrals (Accessed December 2023): https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8485743/
