How Riverside County is Driving Connected Care

As the demand for crisis intervention grows, counties throughout the United States are under pressure to deliver care faster and safer. No easy feat. But that’s the challenge Riverside County, California faced head-on—covering more than 7,300 square miles while coordinating dozens of mobile crisis teams. During a recent Netsmart webinar, Driving Real-Time Care: How Riverside County Modernized Mobile Health Services, expert panelists shared how they overcame those challenges by implementing a modern dispatch and coordination platform. 

Moderated by myself, Nicki Grose, Vice President of Solution Management for CareDimensions at Netsmart, the session featured our partners Kristen Miller, Behavioral Health Services Administrator, and Maria Moreno, Research and Technology Program Manager, both from Riverside University Health System – Behavioral Health (RUHS-BH).  

Together, we unpacked how the county used CareRouter, the Netsmart mobile dispatch solution, to transform communication, improve response times and enhance staff safety. 

Here are six key takeaways. 

1. Outgrowing the old way

Riverside’s mobile crisis response initiative began in 2014 with just 35 employees and outdated paper-based processes. But as the program expanded to more than 100 field staff, manual spreadsheets and email check-ins couldn’t keep pace with demand. “We weren’t always sending the closest team to the call,” said Miller. “Sometimes we’d find out later that we had someone nearby who could’ve responded sooner.” This inefficiency led to longer response times—often exceeding an hour—and increased risk for individuals in crisis. 

2.  An implementation built on collaboration 

Once RUHS-BH selected CareRouter, the rollout proved smoother than expected. Miller, who has worked at the department for 27 years, called it “the easiest, most seamless transition I’ve ever experienced.” She attributed that success to the Netsmart team’s personalized approach and flexibility. “They really listened to what we needed,” she said. “When we asked for extra communication features, they said, ‘Yes, we can figure that out.’ It felt like a true partnership.” 

3. Culture change through transparency and safety 

Shifting from email check-ins to GPS –enabled coordination was a big process leap. But the department focused on one key message: safety. “We framed it not as accountability or surveillance, but as safety,” explained Miller. “If something happens in the field, we know where our people are.” That framing made adoption smoother. As a result, staff embraced the new tool with minimal resistance. Dispatchers also gained peace of mind, able to see every team’s location and make faster assignments. 

4. Reduced response times, increased efficiency 

The impact was immediate. “Since implementing CareRouter, our response time is now down to 38 minutes,” Miller said. That’s well within California’s one-hour compliance standard for urban areas. The team also broke its previous record for daily calls—jumping from 44 to 51—without overwhelming dispatchers. How? Because, as Miller put it, “They’re not buried in spreadsheets and emails anymore. They can focus on connecting people to care.” 

5. Expanding innovation beyond crisis response 

RUHS-BH didn’t stop with crisis services. Maria Moreno shared how the county extended CareRouter to other programs—starting with the Public Guardian Unit, which manages transportation for clients with disabilities. “We saw the opportunity to improve planning and efficiency,” Moreno said. With drivers completing more than 5,000 crisis responses a year, every mile counts. Using the CareRouter transportation module, the team can now plan routes, manage schedules and view ride data. In just eight months, they’ve completed more than 4,300 transportation requests. 

Moreno also described how the HOPE program, which provides housing and homeless outreach, uses CareRouter for life-threatening situations requiring rapid coordination. “It allows us to better identify the right team with secure location insights and respond quickly to individuals in crisis,” she said. 

6. Lessons worth learning 

When asked for advice, Miller emphasized one word: preparation. “Be transparent and prepare your workforce,” she instructed. “Let them know why this change is happening and how it benefits them.” Moreno added that thoughtful training was key, especially for staff less familiar with smartphones or app configurations. “It’s not just about learning the software—it’s about building confidence,” Moreno explained. With that groundwork, adoption was smooth and skepticism quickly turned into support. 

 

Riverside proves what’s possible 

Near real-time visibility. Faster care. Safer teams.  

Riverside County’s experience shows that technology, when paired with collaboration and trust, can reshape how organizations respond to crisis. “It’s about using our resources more efficiently,” Moreno concluded. “And ultimately, it’s about getting care to people when they need it most.” 

As mobile health continues to expand, stories like Riverside’s highlight a powerful truth: modernizing infrastructure is about empowering the people who deliver care in the moments that matter. 

 

About the author

As VP of Solution Management for the Netsmart Care Dimensions business unit, Nicki Grose is responsible for developing and driving innovative healthcare solutions for the Netsmart suite of Consumer Engagement, Referral Manager, Population Health and Workforce Management solutions. She is acting as Product Manager for the Workforce Management platform, including the Mobile Caregiver+ and CareRouter solutions, as well as the Referral Manager solution.  

With more than 27 years of experience in healthcare IT, Nicki joined Netsmart in 2013 as the myAvatar Billing Product Manager. She used her expansive knowledge to help create billing software that allows clients to improve cash flow, maximize revenue and increase the financial performance of their organization. Nicki recently became a board member for Heartstrings Community Foundation, whose mission is to provide unique employment opportunities for adults with intellectual/developmental disabilities within local business communities.