“This is the Future of Responding to Mental Health”: Qualitative Investigation of Mobile Crisis Teams’ Occupational Health Experiences Using the Total Worker Health® Framework

Abstract

Background:

Mobile crisis teams (MCTs) are an increasingly popular intervention for mental health emergencies, providing a therapeutic and specialized response. As programs expand, many agencies have identified staffing as a barrier to adequate implementation. This growing workforce’s unique experiences have been minimally described in research.

Methods:

This qualitative study draws on interviews with 22 frontline MCT workers in San Francisco, CA and Madison, WI. Questions and codes were guided by the Total Worker Health^® framework, incorporating description of the physical work environment, workplace culture, and overall wellbeing at work. Thematic analysis was employed to guide the data analysis.

Findings:

Many participants felt called to crisis work, finding satisfaction in building relationships with at-risk clients and recognizing the value of an innovative approach to mental health care delivery. Multiple participants stated that supportive leadership and autonomy contributed to satisfaction. MCT responders’ experiences of “Policies and Culture” were prominent in job-related stress; teams often navigate “gray area” patient care situations without extensive policy guidance. Blending diverse skillsets from mental health and emergency services in interdisciplinary teams, particularly while navigating high-risk situations, was an additional challenge that could be mitigated by focused training.

Conclusions/Application to Practice:

MCT members share occupational experiences with other mental health or emergency services responders but also face unique exposures. As MCT programs expand, comprehensive training can facilitate trust and foster effective team collaboration. Occupational health considerations play a key role in MCT implementation. Research describing team members’ work experiences can guide policy and training decisions and improve system capacity.