WEST CHESTER — Chester County’s introduction of its Human Needs Network last year brought a local focus to helping residents who are experiencing mental health concerns or a crisis, who are impacted by behavioral health issues, or who are experiencing a housing crisis.
And one year later, the result of this local focus is making a real difference.
Human Needs Network was researched and developed post-COVID and launched in 2024 with financial and resource support from the county. The extensive development process included input from leaders of more than 50 local organizations, who represent all sectors of the community.
At the core of the program is a locally-based contact center and mobile crisis resolution teams. Ultimately, the key purpose in establishing the program — and especially its 9-8-8 suicide and crisis lifeline service — was to save lives.
One year later, the Human Needs Network is fielding an average of 1,500 distress calls each month and deploying around 150 mobile crisis teams monthly to support individuals experiencing acute crises — true to the mission reflected in the team’s name.
“In 2023, before the Human Needs Network was formally established, Chester County had a total of 195 mobile dispatches for the entire year, so our figures now show a significant increase in the number of behavioral health responses,” said Bridget Brown, the county’s Behavioral Health Crisis Response program director.
Trained counselors at the Human Needs Network contact center in West Chester respond to calls when anyone in the county dials 9-8-8, the three-digit national crisis line. Established as the national suicide lifeline in 2022, this number operates alongside the existing 10-digit lifeline, which also remains available for callers in distress. All calls are confidential, and counselors carefully evaluate the caller’s needs during the conversation.
In most cases, the 9-8-8 phone call and the resources provided are sufficient. However, if additional help is needed, a two-person crisis resolution team may be dispatched — traveling without lights or sirens — to meet the caller in their community.
“There are many success stories that come from our local Human Needs Network approach,” said Rachael Yudt, program manager for the HNN mobile crisis teams. “When a community member feels heard, seen, valued, and respected by our team, the crisis is de-escalated, and they receive the help they need through the right treatment. We consider that a success.
“We are especially proud of how many hospitalizations are voluntary rather than involuntary as a result of this new approach.”
Yudt supervises three team leaders and 20 staff members across four shifts. Each two-person team consists of one clinician and one certified peer specialist, each bringing unique expertise. Certified peer specialists have personal lived experience with mental health challenges and are now in recovery. They become certified through comprehensive training and internships.
When they are dispatched, the teams assess various situations, from someone who is very upset and may be acting out, to someone who may be considering suicide. After the initial contact, and support or treatment decisions are made, the teams will follow up with those they have helped.
Tyler and Chris, both military veterans and mobile crisis team members, were recently dispatched together to aid another veteran who was going through a mental health crisis. In that situation, their personal experience was just as vital as their professional training.
“Many times when we’re on a call, I’ll think, there’s no way this person is going to agree to get help. You can tell they are really struggling,” said Chris. “It may take one, two or even three hours of conversation to turn things around, but it happens. I’ve even had people tell me that I’m the first person who understands.”
The teams are currently based in Coatesville, with a satellite office in Phoenixville, and are dispatched by crisis counselors at the HNN contact center, located in the county’s Government Services Center in West Goshen.
Alongside the counselors who answer 9-8-8 calls around the clock, the contact center also operates the 2-1-1 information and referral service, which assists individuals seeking housing, utility, and other human services support. To better serve the community, the 2-1-1 call-takers include a mobile component. Equipped with laptops, these mobile navigators regularly visit community locations like libraries and community centers, where residents can meet them in person or call 2-1-1 to schedule an appointment.
Yudt regularly provides emotional support and, along with the program supervisors, debriefs with the mobile crisis teams after a dispatch. She notes that the work can be challenging, but those in the field have a passion for the work.
“We like to debrief and decompress before the end of each shift. These team members have empathy, compassion, and the ability to communicate well, even under pressure. But they also need to be self-aware. It is important that they use the support for their emotional well-being when needed,” Yudt said.
The Human Needs Network of Chester County was funded, in part, through the American Rescue Plan Act. Chester County has contracted with Holcomb Behavioral Health Systems for the 9-8-8 suicide and crisis line, and with Woods’ Legacy Treatment Services to oversee the Mobile Crisis Resolution Teams.
For more information about the Human Needs Network, visit www.chesco.org/human-needs-network.
