What question did this study set out to answer?

The study aims to identify the challenges faced by mobile crisis workers in their roles during mental health crises.

April 8, 2026Open Access

“Acting as the Face of a Broken System”: Challenges Experienced by Mobile Crisis Workers

PGPriya GuptaUniversity of Chicago LJLeah A. JacobsUniversity of Pittsburgh KLKathryn LukUniversity of Pittsburgh

Key Points

The study aims to identify the challenges faced by mobile crisis workers in their roles during mental health crises.
Qualitative analysis based on first-hand perspectives from a national sample of mobile crisis workers (n = 364).
Explored five primary challenge domains: structural characteristics, resources, workplace, provider mental health, and systemic factors.
Utilized thematic analysis to categorize and interpret qualitative data.
Identified five key challenge domains impacting mobile crisis workers.
Found that structural characteristics often compounded issues related to resources and workforce.
Highlighted the need for trauma-informed work environments and better agency policies.

Abstract

In 2020, United States federal legislation established the 988 Suicide challenges related to structural characteristics of MC work, resources, the workplace and workforce, provider mental health, and behavioral health (BH) and criminal justice (CJ) systemic factors. Further, findings indicate that challenges related to the structural characteristics of MC work effected or were often compounded by issues pertaining to resources, workforce, mental health, and systems. Results revealed the need for improvements in several areas, including betterment of working conditions through implementation of a trauma-informed work environment, clarification of agency policies and procedures, development of training standards, increasing role clarity between MC workers and collaborators, and increased investment in community mental health resources and service systems.

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