Building and preparing the crisis services workforce - a podcast by ICF

In 2022, the U.S. transitioned the 10-digit National Suicide Prevention Lifeline to 988 as part of the bipartisan National Suicide Hotline Designation Act. To address the nation’s mental health crisis and increase access to crisis care, the transition to 988 demands increased call center capacity to support the influx in callers.

In this podcast, Taylor Moore, director of research science at ICF, discusses the need for a prepared and diverse workforce in crisis call centers with colleague Kary James, vice president of equity and inclusion for the public sector at ICF. They are joined by Erik Jacobsen from Rocky Mountain Crisis Partners to discuss the shifting landscape of crisis workforce development. Together, they cover topics including:

• The transition to 988 in Colorado and beyond
• The impact of remote work on the crisis care workforce
• Supporting the mental health needs of crisis care staff
• The importance of adequate staffing for crisis call centers
• Expanding the cultural responsiveness of the industry’s workforce
• The need for a diverse and prepared workforce

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