A better way to get care in a crisis
Utah's unique approach to crisis care
It’s the middle of the night after another long day. The stress feels never-ending—maybe you’re caring for an aging parent, or your tooth aches from neglected dental work you can’t afford. The weight is unbearably overwhelming, and you start to question whether any of this is even worth it. So, what do you do? In many communities, your only option would be a crowded emergency room, a place designed for broken bones and heart attacks, waiting hours to be seen. But in Utah, there is something different: a dedicated space that doesn’t ask if you’re “bad enough” to get help—and instead asks why you’re struggling and what kind of support you need.
This system served over 33,000 unique patients in the last year and provided nearly 80,000 visits across all services. With this innovative approach, Utah is setting a new gold standard for crisis care, one that is poised to help everyone regardless of where they live.
The shift from gatekeeping to intervention
When you dial 988 in Utah—the three-digit number to access the national Suicide and Crisis Lifeline—you’re greeted by a Huntsman Mental Health Institute crisis worker who tries to help you reach resolution right in the moment.
“When we make the small change from asking ‘Are you suicidal?’ to ‘Why are you suicidal?’ we make a big change in how a person responds,” explains Kevin Curtis, Director of Hospital Crisis Services at Huntsman Mental Health Institute.
This seemingly simple shift from gatekeeping to intervention is part of the reason that 83% of the 91,779 calls received by Utah’s crisis care team are resolved over the phone.
“Asking ‘why’ helps resolve the problems that bring people into crisis in the first place.”
Rachel Kay Lucynski, Director of Community Crisis Intervention and Support Services at Huntsman Mental Health Institute, adds: “When someone calls 988, those calls last between 15 and 20 minutes on average because we’re actually doing crisis de-es-calation, suicide risk assessment, and intervention.”
This approach stands in stark contrast to traditional emergency services.
“911 calls are usually about two minutes on average, and dispatchers are immediately deploying other resources. We don’t want to send law enforcement to your home and have a situation potentially escalate. We want to work with you in a collaborative way to understand what we can do to keep you safe,” Lucynski adds.
Be brave—it’s okay to not be okay
Utah’s integrated, solution-centered approach to mental health is built on a foundation of accessible and shame-free crisis services. The state has developed a comprehensive network of support programs, many of which are free, confidential, and available 24/7
“We want people to understand that it’s okay to not be okay,” Lucynski says. “Whether you’re dealing with a major crisis or just feeling overwhelmed, there’s no shame in reaching out for support. And when you do reach out, we have resources ready to help you.”
In Utah, when someone is brave enough to reach out, they’re met with immediate, compassionate, and appropriate care.
A new home for healing
Set to open in March 2025, the Kem and Carolyn Gardner Mental Health Crisis Care Center is an 81,600-square-foot facility that will bring all elements of crisis support together under one roof. It builds on the success of the current receiving center at Huntsman Mental Health Institute, which has helped over 2,000 unique patients in the past year.
“When designing the new crisis care center, we started by asking our community what they needed. We reached out to stakeholders including care providers, community agencies, law enforcement folks, and our Patient and Family Advisory Council. This is not our building. This is everyone’s building,” Curtis explains.
This collaborative approach led to surprising insights that guided planning. For instance, the center features a large, welcoming entry that feels more like a grand hotel than a traditional crisis facility. The result is a space that promotes healing and dignity, with features like comfortable seating, natural light, and soothing gardens.
“This center isn’t just about crisis intervention—it’s about creating a space where people feel valued, respected, and hopeful about their recovery journey,” Lucynski says.
Improvements go beyond interior design, though. The space will also include a legal clinic in collab-oration with the S.J. Quinney College of Law and dental care through the University of Utah School of Dentistry. By addressing basic needs, the center aims to resolve the underlying factors of mental health crises, leading to longer-term results.
“We believe that if we ask the ‘why’ and develop resources that can resolve the ‘why,’ we’ll be able to be that much more effective in the work that we do,” Curtis explains.
The impact of this comprehensive approach is clear and measurable.
75% of people who used Huntsman Mental Health Institute's walk-in crisis care
are connected to resources and return to their communities without needing inpatient care
28% of people using walk-in crisis care
would have had nowhere to go in the old system, as reported by law enforcement
A blueprint for other states
Huntsman Mental Health Institute’s integrated crisis care model—backed by the state of Utah, which has supported more beneficial mental health care legislation than any other state—is more than a list of programs and services. It’s a life-saving paradigm shift on how to approach mental health. One that can be replicated across the country.
With the right approach, it’s possible to create a mental health care system that truly meets people where they are—whether that’s by way of a midnight phone call, a chat message from a distressed teen, or a welcoming space that feels more like a home than a hospital.
Because asking the right questions can be just as important as having the right answers.