There are pressing tech and service delivery-related issues that have barred me personally from getting the help and employment I have needed in the past five years. While Assuming Best Intentions is a practical value in this field, it has become a discrimination issue that has kept entire groups of people from entering this field as well as kept peers from finding providers who understand their life struggles.
By 2022, almost everyone will have a smartphone. Federal programs help ensure everyone has a cell phone with data. Chat-based support is becoming essential, especially for younger generations. Many agencies are falling behind due to reluctance to embrace technology. Chat-based communication has many advantages.
Introduction to chat-based service delivery
As someone who has struggled with mental health issues in the past, I know firsthand how important it is to have access to timely and effective support. Unfortunately, for many people living in rural areas, accessing mental health and crisis support can be a significant challenge. That’s where texting and chat-based services come in. These services have the potential to be a lifeline for those who have fallen through the cracks of traditional mental health and crisis support systems. In this article, I will explore the challenges of mental health and crisis support in rural areas, the benefits of chat-based service delivery over traditional methods, and real-world applications of texting and chat in crisis situations.
Chat-based services can help people in rural areas access mental health support, as well as disabled peers, peers in domestic violence and human trafficking, and the LGBTQ+ Community. They are accessible, anonymous, and cost-effective. As technology advances, chat-based therapy is likely to become more popular.
Texting and chat-based services have already been used successfully in a variety of crisis situations. For example, crisis hotlines have implemented chat-based services to help people in crisis get the support they need quickly and discreetly. Additionally, some mental health professionals have started offering chat-based therapy as an alternative to traditional in-person therapy. Finally, some organizations have implemented chat-based support groups to help people who are struggling with mental health issues connect with others who are going through similar experiences.
Rural Services
Living in a rural area can present unique challenges when it comes to accessing mental health and crisis support services. In many cases, there simply aren’t enough mental health professionals in rural areas to meet the needs of the population. This can lead to long wait times for appointments and difficulty accessing care when it’s needed most. Additionally, stigma around mental health issues can be more pronounced in rural areas, making it harder for people to seek help. Finally, the isolation that can come with living in a rural area can exacerbate mental health issues, making it even more important for residents to have access to peer support.
Disability
Many disabilities and health conditions make it difficult to leave home, access transportation, and have a pleasant experience entering a new place. Mobility issues are the most well-represented of these, but these barriers can include Autism, Post Traumatic Stress Disorder, and Sensory issues such as light and noise sensitivity. These aren’t always obvious and may present as ‘Conduct Disorders.’ Clinical environments can be stressful to many types of people and be a barrier to getting help.
Domestic Violence & Human Trafficking
It is a very common abuse dynamic for someone to be isolated and not have access to their friends and loved ones. Someone may be dependent on an abuser for transportation to a Peer Center. Additionally, in episodes of interpersonal violence, it may not be safe to make phone calls while the other person is nearby. There is a news story telling about a woman who called 911 to order a pizza, because she had to signal over the phone to an emergency responder the need for help, without alerting her abuser. Why should somebody have to speak in code over a phone call when we have access to text, chat, and email?
Immunocompromisation
Peer centers, by their nature, are often crowded; many people going in and out of a shared indoor space. In the age of the Coronavirus Pandemic, as well as during Flu season, this can be dangerous for many people to risk getting sick. Virtual care access is a safety measure, which also allows providers to reach their clients when either party may be sick or in quarantine.
Safety & Anonymity
Chat-based services can be accessed from anywhere with minimal bandwidth and phone signal. Sometimes text-based services can be more anonymous and private than phone calls or in person meetings, which can reduce stigma and make it easier to ask for help without fear of judgment. In some situations, this is necessary to bypass Mandatory Reporting laws for providers, if you are not prepared to have your situation reported. These methods are also much more cost-effective, making a viable alternative for someone who may not be able to afford traditional in-person mental health care. I advocate for ‘No Active Rescue’ based policies, which you can read about here.
Conclusion
Mental health professionals can help ensure texting and chat-based services are safe, effective, and stigma-reducing. These services offer a convenient, cost-effective alternative to traditional mental health support. We should prioritize these services to help all individuals lead healthy lives.
Resources for those seeking mental health and crisis support through texting and chat If you or someone you know is in need of mental health or crisis support, there are a variety of chat-based services available. Crisis Text Line is a 24/7 crisis support service that can be accessed by texting HOME to 741741. The National Alliance on Mental Illness (NAMI) also offers a variety of chat-based support groups and resources. Additionally, many mental health professionals now offer chat-based therapy as an alternative to traditional in-person therapy.
Secure and Reliable Virtual Communication Technologies
Is Chat Service right for Organization?
Chat support is a remote, safe, and unregulated way to provide support. It is ideal for immuno-compromised persons and can be staffed with trained and technology-savvy peers and providers.
Many organizations have successfully utilized chat lines for Customer Support, Crisis Intervention, and Client-Provider Contact. The shift from phone calls to text messaging and chat is well documented among younger generations and is here to stay. It’s hard enough to reach out and ask for help. For some it may even be dangerous to make phone calls or show up in person. Secure and compliant chat programs exist today that can be staffed by trained chat specialists.
People struggling today are more likely to seek help online. Well-maintained communication channels, like phone lines, chat services, and email specialists, are essential. Chat, email, and phone should be secure and independent methods of communication.
74% of clients contacted businesses through chat widgets in 2020, and most plan to continue. Chat apps have spread across multiple platforms since then. Chat buttons on websites let customers get answers quickly, and support teams can customize chat widgets to respond to queries.
[Chaty, 2020]
Internal Staff Communication
“There is a very particular use that works phenomenally with the WhatsApp messaging platform and shows up with human resources: the ease that allows internal communication between the components of the company is incredible, having the possibility to also interact with any department of the organization or person and to recruit new staff.” How to use WhatsApp for Human Resources | Callbell
Web Security & Supervision
While Whatsapp and Messenger have over 3 billion users worldwide, they are not HIPAA Compliant. Security flaws in these programs prevent them from being a consideration for an agency to communicate with clients. More secure chat programs allow exporting chat log metadata, and supervision/professional oversight and are recognized by state court systems as legitimate.
Chat has been accepted for Crisis hotlines as an alternative to phone calls. Online Spaces like Reddit.com are excellent examples of sizable online community web forums that can be private, invite-only, and anonymous. Large support group organizations can host forum communities for their members, allowing communication and feedback at all hours of the day, not requiring immediate reply.
There is existing software to support monitored chat features. One great example of this is MyFamilyWizard, which is used by the courts to supervise high-conflict custody disputes between parents. These are not used or set up for Peer Support but very well can be. End to End Encryption of messages helps towards achieving HIPAA-level Compliance.
Constipated Service Delivery & Tech-Assisted Case Review
The demand for support services went way up during the peak of the Coronavirus. Between Behavioral Counseling, Employment Support, and Tele-Health, it is common today for agencies to have months-long client backlogs. It can take months before getting a callback or referral. It’s already tough for many to ask for help. Asking for help over and over again can feel like begging to many, turning people away from falling through the cracks of not receiving life-saving services. We can utilize technology better to expedite wait times for critical care. One way that has already shown to be effective and easy is Chat. This can be especially true with Supported Employment and Vocational Rehabilitation. Sometimes a client will need help with an application, with professional attire, rehearsing for an interview, or getting guidance around discrimination and harassment, or navigating job boards. These are all needs that require quick response times from an agency.
Technology Tips for Agencies
Peer Tech Specialists as a Security Safeguard
Many agencies underestimate the need for Tech Support and may only employ one person for IT. Especially if that agency is HIPAA Compliant and handles sensitive medical information, having one person manage all the technology is a security flaw. What happens if that IT person disappears on vacation for two days? Any agency requires an Internal Tech and CyberSecurity Team to ensure they comply with security and safety measures around data. Failing to do so can result in severe fines, which in the long run, it is much cheaper and preferable to hire someone to prevent.
Treat your Website like a Virtual Agency
Agency Websites need to be maintained and updated very frequently. Ideally, a virtual worker should be able to find where their role is required by digging into an Agency Website’s resources and archives. You need Web Writers and Accessibility Specialists to make your site accessible, easy to use, and pleasant to be on. This means hiring Coding, Accessibility, and Security Professionals. You likely want a Private Server that is VPN Protected and Firewalled to operate digitally safely and have the means to connect Private Work Laptops to said Server.
Computer Skills Training Improves Outcomes
Many clients struggle with computer skills. They need one-on-one assistance or automated training to learn basics like email and Microsoft Office, and even more advanced computer skills that may require partnerships with Community Colleges and Universities. These skills open up vocational, community, social, and support group opportunities.
Sources Cited
Vincent, C. (2022, April 28). Will Millennials and Gen Z be the Death of the Call Center? Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback With Sentiment Analysis. Retrieved September 6, 2022, from https://www.csat.ai/millennials-gen-z-death-of-call-center/
The Technology Opportunity for Human Services. (n.d.). Data-Smart City Solutions. Retrieved September 7, 2022, from https://datasmart.ash.harvard.edu/news/article/the-technology-opportunity-for-human-services-470
Hall, T. (2020, February 6). How to Encourage Employees to Assume Best Intent. Inc.com. Retrieved September 7, 2022, from https://www.inc.com/tanya-hall/how-to-encourage-employees-to-assume-best-intent.html
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