As health care continues to focus on accountability for improved clinical outcomes, usage of lower cost services, improved public safety and a demand for positive client experiences, the importance of crisis services grows. With increasing attention to the value of crisis services, how do we support excellence? Financing, collaborative partnerships, standard operating procedures, current research, use of data and innovative technology are cornerstones of effective intervention delivery for hotlines, mobile teams and crisis stabilization. Come take an in-depth look into the tools and solutions available to quickly build the clinical, administration and financial supports to keep track with the new national focus.

1. “Supercharge Your Crisis Services to Next
Generation Status in 90 Days”
A view from the
management perspective
Dr. Lawrence Goldman
SVP, Government Relations
Beacon Health Options

2. Beacon Health Options: Who We Are
• A health improvement
company that specializes
in mental and emotional
wellbeing and recovery
• A mission-driven company
singularly focused on
behavioral health
• Largest privately-held behavioral
health company in the nation

3. Who We Are
• We are a company passionate
about helping people with mental
illness and addiction
live their lives to the fullest
potential
• We focus on the recovery
and resilience of our members
and their families
• We are people with shared
experiences who work to help our
members every day

4. Our Mission
We help people live their lives to the fullest potential.
This shared mission guides our purpose.
Everything we do matters and how we do it helps us improve
the lives of those we serve.

5. About US
• Headquartered in Boston; more
than 70 US locations and a
London office
• 4,300 employees nationally and
in the UK serving more than 45
million people
• 225 employer clients, including
45+ Fortune 500 companies
• Partnerships with more than 90
health plans
 Programs serving Medicaid
recipients in 25 states and the
District of Columbia
 Serving 8.6 million military
personnel, federal civilians and
their families
 Leader serving dual-eligible
beneficiaries in six states
 Accreditation by both URAC and
NCQA

6. Our National Footprint

7.  A population based, total health management strategy
designed to:
– Promote healthy behavior
– Effectively manage chronic illness
– Eliminate barriers to treatment
– Increase service coordination and provider
collaboration
– Contain health care costs
 Focus on the physical, behavioral, and psychosocial
environment needs of the population, instead of a
fragmented “silo” approach
 Proactive identification, outreach, and assessment to
intervene as early as possible along the wellness/ disease
continuum
Our Vision
7

8. Behavioral Health in Primary Care
• PCPs furnish over half of all mental health treatment
• 25% of all primary care patients have
diagnosable mental disorders
• 50-70% of a PCP’s caseload consists of patients
whose medical ailments are psychologically related
• Most patients receiving referrals to specialty
mental health do not follow through with the referrals
• 40% to 60% of people who complete suicide
have seen a PCP in the preceding month
8

9. Integration is the Foundation
 Care integration
 Provider integration
 Data, analytic and outcomes integration
 Financial integration
 Systems integration
 “Plans” integration (Medicaid/Exchange)
9

10. Spectrum
• Member Centered 360°
View of Health
• Information Aggregator
of Multiple Data Sources
• Customizable Look and Feel
• Secure Role Based Access
• Diverse Users – Providers,
Members, Care Managers
10

11. Copyright 2014 ValueOptions.®
All rights reserved.
Crisis Services

12. Crisis response value points *
• Person-centered
• Establish sense of personal safety
• Look at the whole person
• The person in crisis is credible
• Recovery and Resilience
• Prevention
* - Practice Guidelines: Core Elements in Responding to Mental Health Crises; SAMHSA, 2009

13. Military OneSource
• Military OneSource
• A confidential Department of Defense-funded program
• Providing comprehensive information on every aspect of military life
• No cost to active duty, National Guard, and reserve members, and
their families.
• Information includes, but is not limited to:
– deployment
– reunion
– relationships
– grief
– spouse employment and education
– parenting and childhood services

14. Massachusetts Emergency
Service Program (ESP) - Mission
Deliver high-quality, culturally competent, clinically and
cost-effective, integrated community-based behavioral
health crisis assessment, intervention, and stabilization
services that promote resiliency, rehabilitation, and
recovery.
21 ESPs serve the 21 statewide catchment areas
for full state coverage

15. Massachusetts Emergency
Service Program (ESP)
• ESP will provide
– Onsite, face to face responses, including short term
counseling
– Psychiatric consultation and urgent Rx intervention, prn
– Solution focused/strengths oriented crisis intervention
– Access to the full continuum of services available, both
physical and behavioral

16. Massachusetts Behavioral Health Access Website
• Designed to
– enable behavioral health health care providers to locate openings
in mental health and substance use services
– for the purpose of referring individuals to available services
• Searchable services include
– Emergency Service Program/Mobile crisis
– Community Crisis Stabilization
– And many others

17. MABHA Website Example
Questions?
MABHA Website

18. ESP Search Results

19. Texas – Northstar Crisis Response
• All network providers must provide crisis
• It’s a crisis, if the member says it is
• Mobile Crisis
– Front Door system at local private psychiatric hospital
– 24/7/365 ER, 23 hour observation unit and inpatient
– Peer navigators
• Crisis intake calls warm transferred

20. Texas Northstar Crisis Services
LEVEL OF CARE AGE ELIGIBILITY
ADULTS
ELIGIBILITY
CHILDREN
PROVIDED
BY
CRISIS SERVICES
Mobile Crisis Children & Adults Medicaid & All
Indigent
Medicaid & All Indigent Credentialed
Providers
Crisis Stabilization (Hospital-
based, 1-3 days)
Children & Adults Medicaid & Indigent
SMI
Medicaid & All Indigent Credentialed
Providers
Crisis Stabilization
(Community-based, 1-3
days)
Children & Adults Medicaid & Indigent
SMI
Medicaid & All Indigent Credentialed
Providers
23 Hour
Observation/Treatment
(Hospital-based)
Children & Adults Medicaid & Indigent
SMI
Medicaid & All Indigent Licensed Facilities

21. Illinois Mental Health Collaborative
• Crises are emergent and urgent
• Emergent
– Engage the caller
– Activate second clinical care manager
– Stay with caller until emergency arrives/confirmed
• Urgent
– Determine the need; make a connection to care
– Warm transfer to treating provider
– Document

22. A Real World Crisis Access Model
• Georgia Collaborative ASO – built on experience
– Crisis and access to the system
– A public line
• 24 hours per day
• Live answer at all times
• Available to all regardless of individual resources
– A provider line
• Direct connection with crisis providers
• Coordinate referrals
• ACD used to route calls as needed

23. Real Time View of Crisis Episodes
• Track location of mobile crisis dispatches statewide
• Information includes
– status (in-transit, arrived, assessment, linkage)
– how long the team has been in that status
• Activity and performance in real time
– number of active dispatches
– location of crises
– average response time by region for the day and month to date

24. Live Dispatch Monitor

25. Real Time View of Active Referrals and
Crisis Bed Availability
• Software tracks
– bed availability in real time to
– a live census that shows exactly which consumer is in
which bed
• Crisis units can
– report pending discharges so the
– show when next available bed is visible
• Real time data shows
– who is waiting for a bed
– where they are waiting
– how long they have waited
– where an how many beds are open statewide

26. Live Crisis Beds Inventory Status

27. Informed Crisis Care
• Integration of the ValueOptions Care Connect System and Georgia’s
Crisis System operated by BHL will add vital information to inform
crisis care
– The collaboration adds a whole new dimension- enrollment and
other clinical data
– The information provides allows connection to the person’s
provider
• Which allows for a safer and more robust system/safety net.

28. Then Crisis Episodes Become
Part of the Record
With crisis episodes (either crisis calls or mobile crisis visits)
integrated into the system and real time information shared,
everyone caring for that individual is more informed

29. Q & AQ & A
Lawrence.Goldman@beaconhealthoptions.com
757 348 3883