Crisis Support Center Management

Crisis Support Center Management uses these Salesforce components to deliver crisis support services:

• Action Launcher: Access quick actions and assessments that are configured for the Crisis Support Center Management app.
• Actionable Segmentation: Create actionable lists of clients and providers for follow-ups by using actionable list definitions.
• Bed Search: Find beds across facilities based on criteria such as bed type, services, and last known bed availability.
• Intake Flow, Engagement Interaction, and Messaging Session: Capture client information, engagement details including call participants, engagement topics, and call duration, and messaging details including messaging user and messaging channel.
• Flows: Use automate processes to create referrals and to send emails to facility admins to update and confirm bed availability.
• Knowledge: Search for and create informative Knowledge articles to share with clients.
• Notes: Quickly record call details and observations, and capture a call summary.
• Provider Search: Find providers based on criteria such as location and specialty, and share those details with clients.
• Timeline: View a client’s complete interaction history and create new records directly.

Additionally, you can:

• Set up Experience Cloud sites for clients to communicate with counselors using live chat and for facility admins to update and confirm bed availability.
• Set up Omni-Channel to route inbound SMS and live chat requests from clients to crisis center counselors.

• Assign Permission Sets to Crisis Support Center Users
  Provide crisis center counselors, volunteers, and managers with the permission sets required to use the Crisis Support Center Management app. Permission set licenses are assigned by default when you assign permission sets to users.
• Enable Crisis Support Center Management
  To use Crisis Support Center Management, first enable the app in your org.
• Set Up Open CTI for Crisis Support Center Management
  Integrate the Crisis Support Center Management app with Open Computer Telephony Integration (CTI) so that crisis center counselors can receive calls directly in Salesforce.
• Intake Flow and Engagement Interaction for Crisis Support Center Management
  When a crisis center counselor accepts a call using Open CTI Softphone integrated with the Crisis Support Center Management app, the intake flow automatically opens in the Engagement Interaction tab. The counselor can capture client details and associate the client with an existing account or create a new one. The details of the interaction are stored in Engagement Interaction, Engagement Attendee, and the Engagement Topic records.
• Enable and Configure Notes for Crisis Support Center Management
  Enable Notes so that counselors can capture observations and details that the client shares, and record a summary after a call has ended. Then, add the Notes related list to the Case page layout using the page layout editor.
• Enable Enhanced Timeline for Crisis Support Center Management App
  If you haven't already enabled Enhanced Timeline in your org, enable this feature for Crisis Support Center Management to give users a chronological view of a client’s interaction history. Enhanced Timeline is an interactive component that displays past engagements, engagement topics, and cases. Users can also create and update records.
• Enable Provider Search for Crisis Support Center Management
  Enable Provider Search so that crisis center counselors can search for relevant providers for clients, directly in the Crisis Support Center Management app. Then, ensure that data about practitioners, facilities, and their relationships is set up correctly.
• Configure Bed Search for Crisis Support Center Management
  Set up data about care facility beds—and the associated healthcare facilities, care programs, products, and bed types—so that users can search for beds across facilities.
• Enable Users to Create Knowledge Articles for Crisis Support Center Management
  Authorize experienced crisis center managers, crisis center counselors, and behavioral specialists to create Knowledge articles to share with clients. For example, clients may benefit from an article that explains how to deal with an anxiety attack.
• Configure Assessments for Crisis Support Center Management
  Assessments help counselors gain a better understanding of a client’s risk. To use and customize samples of standard intake, risk, and safety plan assessments, you must install OmniStudio, enable Discovery Framework, and then deploy the sample assessments.
• Action Launcher for Crisis Support Center Management
  Help crisis center counselors to quickly launch commonly-used assessments, processes and workflows so that they can provide uninterrupted crisis support services without having to navigate to other pages. Configure frequently-used assessments and actions, and pin them to the Action Launcher component for easy access.
• Create Referral Flow for Crisis Support Center Management
  Counselors can ensure that clients receive timely care by referring them to the right provider or facility using the Create Referral flow. This flow helps users gather relevant client, provider, and facility details and creates related referral records for them. You can configure this flow to meet your unique business needs. You can also add the Create Referral action to the Bed Search component.
• Set Up an Experience Site for Facility Admins to Update Bed Availability
  Emails sent to care facility admins contain links that redirect them to your Experience site, where they can update the available bed count in their facilities.
• Clone the Send Emails to Request Facility Bed Availability Flow
  Clone the Send Emails to Request Facility Bed Availability flow and set the cloned flow to run on a schedule. This flow sends emails to facility admins that includes a link to your Experience site, where they can update their available care facility bed count. This update is automatically reflected in your org.
• Clone the Send Email to Account Contacts Flow
  Clone the Send Email to Account Contacts flow and add your Experience site URL to the emails sent to care facility admins. Clicking the link redirects admins to your Experience site, where they can update the available bed count in their facilities and confirm the availability of requested beds for referrals.
• Enhanced Web Chat in Crisis Support Center Management
  Enhanced Web Chat enables clients to communicate with counselors using web chat in an Experience site. Omni-Channel routes incoming messaging requests from guest users to counselors. When a counselor accepts a request, an Omnistudio Data Mapper creates a messaging session record and opens the intake flow OmniScript. Counselors use the intake flow to capture client details and associate the client with a new or existing account. Saving the client details automatically creates a case record.
• Set Up an Experience Site for Guest Users to Use Web Chat
  Set up an Experience site and deploy Enhanced Web Chat to your site so that guest users can chat with crisis center counselors.
• Messaging for SMS in Crisis Support Center Management
  Messaging for SMS in Crisis Support Center Management provides a communication channel for clients who prefer to message with counselors instead of speaking with them on a call. When a client sends an SMS to the crisis center’s helpline number, Omni-Channel routes the messaging request to qualified counselors. When a counselor accepts the request, an Omnistudio Data Mapper creates a messaging session record and opens the intake flow OmniScript.
• Actionable Segmentation for Crisis Support Center Management
  Create follow-up lists of providers and clients using actionable list definitions and actionable lists. Actionable list definitions use Data Processing Engine to create datasets using information from different objects. Then, you can create actionable lists for follow-ups using these datasets.
• Use Crisis Support Center Management
  Providing compassionate support services to clients experiencing mental and behavioral health crises means more than just knowing what to do and say. It’s also about having the right tools to deliver the care and support the clients need as quickly as possible. Crisis Support Center Management empowers you with tools that help build a deeper rapport with a client, gain a better understanding of their mental and behavioral state, and provide timely crisis support services.