AI technology is helping crisis line responders

A year after VA announced winners of its $20 million Mission Daybreak grand challenge to reduce Veteran suicides, selected innovations are beginning to make an impact. After months of technical assistance, piloting opportunities and refinement, promising solutions like ReflexAI’s crisis line training program are ready to advance suicide prevention for those who served.

AI training for better Veteran care

AI technology is providing leading-edge training and practical skills to responders of the Veterans Crisis Line (VCL) to provide more effective, personalized care. Since 2007, the VCL has been providing phone, text and online chat support to Veterans in crisis. A growing team of trained crisis responders has answered nearly nine million calls, chats and texts to date as well as issued more than a million referrals to local suicide prevention coordinators.

VCL has actively expanded its operations to meet Veterans’ needs; it’s also ensuring crisis line staff members are ready to effectively respond to the many scenarios they face daily.

Mission Daybreak finalist ReflexAI, which uses an artificial intelligence program for simulated crisis line scenarios, offers a new way to train these essential employees. This program provides supplemental skills and experience to responders who are already trained to world-class standards and service provision.

As a training tool for VCL staff, ReflexAI is not used directly with Veterans or their families. Nor will it ever replace the professional and caring VCL operators, a quarter of whom are Veterans themselves, who respond to every call, chat or text.

Technology to serve Veterans

This low-risk, high-reward training program has eight simulated AI “personas,” each of which responds differently to trainees based on the configured motivations and crises they were provided. These personas were refined in collaboration with VCL to reflect the diverse demographics and personal experiences of those calling in.

As the trainees message with each persona, they learn how to engage with Veterans of different backgrounds, provide crisis intervention and connect with Veterans regardless of background.

VCL training administrator and master social worker Sarah Heath explains why different simulations are essential for crisis line staff. “My personal mission is preparing responders to be able to meet every Veteran, no matter their circumstances. The best way to train our staff on this is through repetition and exposure to the different Veteran perspectives. Having ReflexAI coming in and giving us this solution has been so impactful.”

ReflexAI sought input from more than 500 Veterans while refining their software program to ensure the Veterans’ perspective was included at every stage.

Deepening the mission’s impact

Reducing Veteran suicides is a top clinical priority for VA. As the VCL staff expands to 2,000 employees this year, ReflexAI simulations have been incorporated into VCL New employee training.

Mission Daybreak builds off the work that began with last year’s grand challenge. Visit the website for more information.

If you’re a Veteran in crisis or concerned about one, contact the Veterans Crisis Line to receive 24/7 confidential support. You don’t have to be enrolled in VA benefits or health care to connect.

To reach responders, Dial 988 then Press 1, chat online at VeteransCrisisLine.net/Chat, or text 838255.