Thomas Sawaya

The Toronto Community Crisis Pilot Redesign

In the fall of 2022 I was tasked with redesigning a flawed service as a part of a service design class. As a group we chose the Toronto Community Crisis hotline. This service was a newly introduced pilot project created with the aim of redirecting folks in crisis from first responders to a specialized team of non hostile crisis responders, and match users with their appropriate crisis center. The project tasked us with researching our respective service, highlight flaws in the user flow and make changes in the service design to better help those in crisis. Toronto Community Crisis was an active public pilot project which challenged us to redesign the service with little to no addition of funding and changes which would increase spending for the pilot project.

You can find out more information about the ongoing service here:
https://www.toronto.ca/community-people/public-safety-alerts/community-safety-programs/toronto-community-crisis-service/