OC Links Digital Resource

Revamping Orange County's Digital Mental Health Crisis Response Platform

Impact

This project leverages UX and design systems to connect fragmented response systems within the local public sector design by creating an integrated platform that connects crisis responders, resource navigators, and support services, helping thousands of vulnerable residents quickly access appropriate care during critical moments. The experience design interventions improve the fragmented crisis response process, reducing average response times by 47% and increasing successful referrals by 35%.

My Role

I directed the experience design for core call management and chat systems, developed an integrated resource directory and referral workflow, conducted qualitative and quantitative research with crisis responders and clients, and designed web app interfaces that effectively balanced clinical needs with user experience best practices.

Confidentiality: This case study presents my insights and process while maintaining the confidentiality of the Orange County Health Care Agency document and deliverables to the county. Some details have been altered to safeguard sensitive information while highlighting my design approach.

Project Duration: April 2021 - February 2022

Key Partners: CalMHSA, OC Links, NAMI, Crisis, Chorus Innovations

Team: Fas Lebbie, Kris Guadarrama

Problem Context

The mental health crisis response system in Orange County consists of multiple disconnected services on outdated platforms. Crisis responders used an antiquated software system (iCarol) that was clunky and hard to navigate, while resource management had messy data structures and inconsistent information. The system made it difficult to track calls, coordinate responses, or facilitate warm handoffs between agencies. Real-time communication tools were broken or missing, and reporting systems were untrusted, requiring significant manual data transformation. These issues created critical gaps in addressing mental health crises, especially for vulnerable populations needing immediate intervention. With three interconnected services (OC Links, Crisis Assessment Team, and NAMI/WarmLine) on separate systems, a unified crisis management approach was needed. This fragmentation led to inefficient resource allocation, response delays, and missed intervention opportunities. The county recognized the need for a design-led approach to integrate these services and improve experience design while enhancing each team’s capabilities to better serve the community.

Design Interventions

A unified digital mental health crisis management platform was designed in collaboration with frontline responders and system administrators. Currently, 35% of crisis calls require manual handoffs between different teams, creating potential points of failure in the response system. To address this challenge, we developed the Digital Resource Navigator, which enables crisis responders to seamlessly manage calls, securely communicate with clients via chat, access a comprehensive resource directory, and coordinate care across multiple agencies.

Addressing healthcare inequities by developing culturally-competent pathways for underserved communities.

Secure login portal ensures healthcare privacy compliance while providing crisis responders with immediate system access.

Unified dashboard integrates recent contacts and all contacts

.Dashboard integrates all resources and all chat functions

Real-time notifications and activity tracking help crisis responders manage caseloads and prioritize urgent mental health needs.

Structured intake form captures essential client information while identifying potential crisis indicators requiring immediate intervention.

Multi-step assessment workflow guides responders through consistent crisis evaluation protocols for improved care coordination.

Comprehensive call report template includes resource referrals and follow-up scheduling, increasing successful connections by 35%.

Print functionality allows responders to provide physical resource information to clients without digital access.

Homelessness assessment screen identifies housing insecurity as a critical social determinant affecting mental health outcomes.

Specialized forms for veterans and high-risk populations ensure appropriate resource matching for vulnerable community members.

Call summary screen with integrated scheduling tool facilitates warm handoffs between different agency services.

Follow-up scheduling interface with language preference options ensures culturally responsive ongoing care coordination.

Triage questions screen helps identify immediate safety concerns and prioritize urgent mental health crisis responses.

Split-screen resource mapping shows nearest available services while capturing critical client information during crisis calls.

Multi-tab interface separates client information collection from resource matching, streamlining the 35% of calls requiring interagency coordination.

Resource location details with map integration reduces barriers to access by providing clear service information.

Final call report screen consolidates all client information, interventions, and resources into a single reviewer-friendly format.

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My Approach

Design Process

Design Research & Strategy

The research utilized a mixed-methods approach, combining interviews with contextual inquiry to explore the workflow of crisis responders. My research objective was to understand the existing crisis response ecosystem in Orange County built on a fragmented system where three distinct services (OC Links, Crisis Assessment Team, and NAMI/WarmLine) operated on separate platforms despite serving overlapping populations. I conducted structured sessions with 20 participants representing different roles across the crisis response system, from call center staff to field responders. Each session uncovered workflow challenges and informal workarounds that highlighted key opportunities.

Summary of Findings

Our research shows crisis responders handle complex cases with inadequate tools, often using manual workarounds that cause delays and errors. Analysis of call logs revealed responders spend 12 minutes per call on administrative tasks instead of direct support, totaling 15 hours weekly that could be automated—a significant cost in a resource-limited setting. Call tracking data indicated that 35% of cases involved multiple agencies yet lacked a standardized information-sharing method. The resource directory, vital for referrals, was often outdated and hard to navigate, causing inconsistent service. The chat functionality was unreliable, forcing phone calls when text communication would be more effective for some clients. Using permission structures, question lists, and service flow diagrams from the county, we identified that responders spent excessive time navigating systems rather than helping clients, especially with resource referrals and inter-agency communication. Based on these insights, we developed three core use cases: 1)Accommodate varying technological proficiency among staff while maintaining healthcare privacy compliance, 2) facilitate seamless information flow between teams without disrupting workflows, and 3)provide intuitive navigation and clear visual hierarchies to support decision-making in high-stress situations.

Prototyping & Implementation Strategy

Prototyping focused on three core components: streamlined call management, integrated resource referrals, and secure communication channels. We adopted a phased implementation strategy aligned with the county’s deliverable schedule, starting with OC Links’ essential functionalities in Phase I. This allowed quick value delivery while progressively adding features for the Crisis Assessment Team and NAMI/WarmLine in subsequent phases. We conducted iterative usability testing with 18 participants across three phases. Insights gained were invaluable; 92% of users prioritized system reliability, 88% emphasized mobile-responsive designs for fieldwork, and 76% highlighted streamlined information sharing between agencies. These findings shaped our development roadmap and feature prioritization, enabling the product team to address immediate tactical needs and broader strategic goals.

Summary of Findings

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Reflections & Impact

Within the first six months, Call resolution times decreased by 47%, while successful referrals increased by 37%. Also, a 92% satisfaction rating among staff showed that we had built something that genuinely improved their daily work. The integrated chat function proved particularly valuable, with 28% of initial contacts coming through this channel within three months of launch—providing an essential alternative for clients who couldn’t or preferred not to communicate by phone. Perhaps most significantly, the improved data collection and reporting capabilities are now informing resource allocation and policy decisions at the local level, creating a feedback loop that continuously enhances service delivery. The warm handoff functionality—allowing seamless transfers between agencies—has become a standard practice, ensuring that vulnerable clients no longer fall through the cracks of a fragmented system.

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