How can we use our website to best direct people in mental health crisis?

How can we use our website to best direct people in mental health crisis?

in Bulletin board |

Our health unit has recently been experiencing frequent visits to main reception by members of the public seeking acute crisis intervention for their mental health. Our main reception staff is not sure how to handle these situations and so we are developing a plan to support main reception staff with these clients.

Part of our plan is to update the website to clearly state that we are not an acute care facility and direct them to EDs or a crisis line - but we also do not want to be a 'wrong door' for a client experiencing crisis or cause community members to feel that the health unit isn't doing anything for mental health.

Any advice on how we can use our website to best direct clients?


User profile image Jessica - EENet Super Ninja

HI Rachelle,

This would be a great question for our MHP in PH Community of Practice. I am wondering if perhaps [@mention:334848945383494036] can add you to that group, as it looks like you'd be a great fit

At Toronto Public Health (see link here), we have tried to make the language around what we do and don't provide as clear as possible. We also refer to 211 (Find Help/ConnexOntario) as they are the experts in local information and referral--and have up to date information that we may not have access to.

We provide mental health promotion services to non-profit and community-based health and social service providers, agencies and organizations within Toronto who:

  • work with vulnerable and marginalized populations
  • do not have other sources of funding for mental health promotion and consultation
  • experienced a critical violent/traumatic incident in their community and request brief group psychosocial support

We address mental health using a population mental health promotion approach. We do not provide treatment, counselling or acute mental health care services. For more information about where you can access support and treatment for mental illness or mental health problems in Toronto, please call 2-1-1.

Hopefully this is helpful!

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Thank you, Jessica!

This is all really great information.

Much appreciated

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User profile image Sarah - Super User / Superutilisateur

At Niagara Region Public Health we do have a dedicated Mental Health treatment program for youth and adults --- but not meant for crisis. On our website: https://www.niagararegion.ca/l...lhealth/default.aspx we direct people to the numbers to reach in case of crisis:

For adults in crisis, call Crisis Outreach and Support Team at 1-866-550-5205

For a child in crisis, call Pathstone Mental Health at 1-800-263-4944

Not sure who to call? Call AccessLine at 1-866-550-5205

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User profile image Jenny - EENet Super Ninja

Clarifications on services is definitely a good idea. However, prominent sign to redirect for persons in a mental crisis is vital, especially take in consideration cognitive impairment for people in crisis. Redirection for crisis should include suicide help line, ED etc. with 24/7 availability.

Navigation in a complex network that looping around, or message like 'call back in normal business hour' can make a death or life difference.

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User profile image Lia (KFLAPH) - EENet Yoda Master

I've been looking at what other organizations who work in mental health but do not provide mental health treatment do. I've put a few of the disclaimers below.

I think it's important to: say that your organization does not provide mental health advice, counselling or treatment; and refer people to an appropriate crisis response for your community (for example, here in KFL&A, I would suggest our MHA agency's 24/7 crisis line but would also mention 911 and the ED as options). I think it's also good to point people to where they can find out about the mental health and addiction services in your community.

Cheers,

Lia 

1. Addiction and Mental Health Ontario

Please note that AMHO does not directly provide services. Please visit our “Get Help” page for information on where to find help. If you are in crisis, please call 911 or visit your nearest Emergency Department.

(There is also a banner at the top of their page that says: "IN CRISIS? Call ConnexOntario's 24/7 helpline at 1-866-531-2600 or 911 or visit an emergency room. GET HELP NOW [link]")

Their Get Help Now section says:

If you are in a crisis please call 911, or visit your local hospital emergency room.

The best source for information on services all across the province is ConnexOntario. Their toll-free phone number is 1-888-531-2600. Referral specialists available 24/7 for information and referral support.

Or you can speak with your family doctor.

2. Ontario Centre of Excellence for Child and Youth Mental Health

External clinical services

We do not provide mental health advice, counselling or treatment. If you (or someone you know) are in crisis right now, please call the Kids Help Phone at 1‑800‑668‑6868 or refer to one of the following resources:

3. SMHO:

Need help now?

We don’t provide mental health advice, counselling or treatment. If you or someone you know is in crisis, call 911 or go to the nearest emergency department. You can also reach out to Kids Help Phone at 1-800-668-6868.

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