With up to 40 million crisis calls per year projected by 2026, the new 988 nationwide crisis line, requires scalable methods for quality assurance. Traditional methods rely on humans to evaluate calls – a method that is time-intensive and expensive. We will examine a relationship between ProtoCall Services/Welltrack – a national provider and access services and Lyssn.io – a developer of AI-based spoken language technologies to provide AI-generated quality assurance metrics on crisis counseling calls. This AI-based system can support clinical supervision and quality assurance not for a few calls, but for millions of crisis interactions.
Learning Objectives:
Describe the 988 rollout and how crisis providers are responding to increased demand.
Explore the evidence related to the use of machine learning to evaluate evidence based practices in behavioral health.
Demonstrate one new approach to scaling the evaluation of crisis counseling by utilizing machine learning technology to evaluate processes like good contact and provider suicide risk assessment.
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