Crisis intervention is a mandated service in every Pennsylvania county and has been in place for decades. Lebanon County’s program had long served as a vital access point for individuals in behavioral health crisis, but their team observed that many individuals accessed their services through the emergency department (ED) before being referred for outpatient follow-up. In response, they sought to expand their community presence through mobile and walk-in services. This approach allows the team to “meet people where they’re at,” in alignment with national guidelines for behavioral health crisis care.
Lebanon County Crisis Intervention and Referral Services is a vital, county-funded program dedicated to serving all individuals throughout the community. This service is provided completely free of charge, ensuring that no one is turned away due to insurance status. Whether someone is uninsured, underinsured, or fully covered, this program offers compassionate, professional support to anyone in need 24/7. The program reflects the county’s commitment to accessible mental health and crisis services for every resident, regardless of background or financial situation.
This program has made transformative progress in advancing patient safety through community-based mental healthcare. Over fiscal year 2025, the team worked tirelessly to shift the paradigm from reactive emergency responses to proactive, compassionate engagement in the community. They saw a 68% increase in mobile crisis responses and a 44% increase in walk-in visits compared to FY 2024. These numbers reflect a deliberate and strategic effort to expand access to care outside of hospital settings. By embedding themselves more deeply in the community, they have been able to intervene earlier, de-escalate crises more effectively, and guide individuals toward appropriate services—often avoiding the need for ED visits or inpatient hospitalization.
While ED visits slightly rose by 2.6% in FY 2025 compared to FY 2024, a broader analysis of the previous three years (2020–2023) shows a 10% overall decrease in ED utilization, signaling a meaningful long-term trend. Most notably, the program achieved a 9% reduction in involuntary commitments in FY 2025, despite the total number of patients requiring hospitalization remaining consistent. This shift is a powerful indicator of improved patient engagement and trust. When patients understand and agree with care recommendations, they are more likely to participate voluntarily, resulting in safer, more respectful treatment experiences.
The program’s approach centers on collaborative care. When a patient is in crisis, the team not only assesses their needs but also walks alongside them through the next steps—whether that means connecting them with outpatient services, coordinating with family supports or facilitating voluntary inpatient treatment. This model fosters dignity, autonomy and empowerment, which are essential components of patient safety in behavioral health.
The team believes that patient safety is not just about preventing harm—it’s about creating systems of care that are responsive, humane and equitable. Their success is a testament to the power of community engagement, early intervention, and trauma-informed care. By reducing involuntary hospitalizations and increasing voluntary participation, they are helping patients feel seen, heard, and supported.
