Organizational Stakeholders' Perceptions of the Effects of the Implementation of a New Community-Based Rapid Response Team on Mental Health: A Qualitative Study

Abstract

This study examines organizational stakeholders' perceptions of a new Community-Based Rapid Response Team (CBRRT), a mobile mental health crisis intervention program in a Canadian municipality developed in response to the COVID-19 pandemic's exposure of critical service gaps. The CBRRT was designed to provide timely, community-based mental health support to individuals experiencing crises, particularly those underserved by traditional systems. Using a qualitative descriptive approach, data were collected through two small focus groups with frontline team members and two semi-structured interviews with program decision-makers.

The study aimed to: (1) describe the organizational stakeholders' perceived effects of the implementation of a new CBRRT on mental health; (2) explore if and why a mobile, intervention team that brings the service to the client is preferred over a traditional approach in improving access to mental health services; (3) explore any difference in perceptions concerning access to mental health services according to social identities; and (4) depict the perceived barriers and facilitators of the CBRRT in being able to reduce the mortality due to substance use problems.

Participants emphasized the CBRRT's role in improving access to timely, trauma-informed, and culturally responsive services, particularly for marginalized individuals who often face systemic barriers in traditional care pathways. The mobile nature of the team allowed for flexible, person-centered service delivery, built stronger trust with clients, and reduced the reliance on hospital or police-led interventions. Organizational stakeholders valued the team's capacity to meet individuals where they are, both physically and emotionally, while maintaining a non-judgmental and supportive approach. However, participants also identified several operational challenges, including staffing and resource limitations, a need for stronger inter-agency collaboration and data-sharing mechanisms to better support continuity of care.

This research contributes to the growing body of literature supporting the development of mobile crisis intervention models. Findings support the case for expanding and adapting mental health services to be more accessible, equitable, and community-centered, particularly for individuals at greater risk of being excluded from traditional systems of care.