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The mental health crisis response system in Orange County consists of multiple disconnected services on outdated platforms.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.