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Netcare Corporation, dba Netcare Access, will permanently end 24/7 on-site crisis services effective at 8:00 P.M. on Friday, November 25.

Netcare announced earlier this year to stakeholders and healthcare providers that due to recent staffing challenges faced by many sectors in healthcare, the on-site crisis unit was no longer a sustainable model for it to operate.

Netcare began reducing the on-site crisis services hours from 24 hours a day, 7 days a week on August 28, and then again reduced to daytime hours on September 26. This wind-down allowed Netcare to assist with the transition of the patient population to other resources in the community.

The Netcare on-site crisis services will assist its last patient on Friday, November 25 through 8:00 P.M. On the last day, patients will be transported to acute care facilities, referred to a behavioral health provider, and/or discharged to the community. For those coming to the unit after its closure, alternate resources in the community will be posted.

With the closure of on-site crisis services, Netcare will sustain 11 programs – expanding 2 of them while adding 2 more in the next 6 to 12 months. One will include a return to outpatient services after being awarded a 4-year, federal grant from the Substance Abuse and Mental Health Services Administration (SAMHSA).

Netcare has recently expanded into answering 988 calls, texts, and chats for the National Suicide Prevention Lifeline. Since 2018 Netcare clinicians have also been answering the Homeless Hotline, 614-274-7000, for individuals and families seeking shelter in Franklin County.

“While it was a truly tough decision to end our in-person crisis program after providing that service for more than a quarter of a century, first and foremost in our decision making was our steadfast notion that we must treat patients safely, effectively, and compassionately,” says Brian Stroh, MD, the CEO and medical director of the agency. “While the means by which we provide care will necessarily be different going forward, we look forward to the opportunity to continue to serve the patient population that has trusted us to do so for the past 50 years.”

For a copy of the press release please visit this link, Netcare Press Release – Closure of On-Site Crisis Services

As the National Suicide Prevention Lifeline expands local behavioral health provider has the infrastructure and expertise to answer calls.

Netcare Access has been answering crisis phone calls since 1996 when its 24/7 Emergency Response Service (ERS) was established. The program is staffed by licensed clinicians ready to answer urgent questions and connect the caller to local resources. In some instances, if the caller is in an active crisis, the clinician will dispatch a ride to pick up the individual and bring them to Netcare for services.

The ERS program has expanded in the last 5 years.  An online chat feature had been added on the Netcare Access website (www.netcareaccess.org) and partnering with the Community Shelter Board to answer the Homeless Hotline 24-hour crisis line, (614-274-7000), for individuals and families in need of housing and shelter options in Columbus and Franklin County.

In 2021 Netcare answered, managed, de-escalated, and linked the following:

• 42,771 Emergency Response Service Crisis Hotline incoming calls
• 69,652 Homeless Hotline incoming calls
• 747 COVID Cares ADAMH of Franklin County incoming calls
• 771 online crisis chats via Netcare website or ADAMH Franklin County website
• 74 Community Crisis Response trauma response team requests
• 61,702 outgoing calls to family members, community agencies, and first responders

The National Suicide Prevention Lifeline is a national-based suicide prevention network founded by the Substance Abuses and Mental Health Services Administration (SAMHSA). In 2020 the Federal Communications Commission ordered telecommunication carriers to assist in implementing the new toll-free, three-digit 9-8-8 number, which was designed to be easier to remember and use than the current 1-800-373-TALK hotline. All phone service providers will be required to direct all 988 calls to the existing National Suicide Prevention Lifeline by July 16, 2022.

Netcare Access began answering 988 calls on February 10. All calls are answered by licensed social workers and counselors trained in the Lifeline model. Currently, Netcare has 33 clinicians on staff to field inquiries from the crisis phone line, online chat, Homeless Hotline, and 988. All are answered 24 –hours a day, 7 days a week.

Marianne Robbins has been an Emergency Response Service clinician for more than 20 years. She is excited to be taking on the new 988 service. “What’s interesting about the 988 program is we use tools that they (the caller) may already have without the need to involve other first responders,” said Robbins. “We allow them to come up with their own ideas of getting themselves to safety. We are just the guide, utilizing the tools to keep them safe,” said Robbins.

 “Netcare has always been a high volume crisis call center, with our 614-276-2273 line, with compassion, expertise at the forefront, but now to join this network across the country and the state is a recognition of the skill and expertise of our staff,” said Director of Community & Residential Services, Carrie Wirick.

Netcare is currently the primary 988 coverage for Belmont, Harrison, and Monroe Counties, and provides backup coverage for Franklin County. Netcare is in discussions with 17 other counties to provide primary and backup coverage as the program expands.

Based on preliminary data, Netcare expects to answer 2,000 to 4,000 calls in the first year.