988 Suicide and Crisis Lifeline Services

The Vendor is required to provide must operate and maintain a 988 Suicide and Crisis Lifeline (Lifeline) utilizing the federally designated three (3) digit, toll-free number, 988, to provide statewide access to individuals experiencing emotional distress, behavioral health related challenges, or a suicidal crisis.
- Operate and manage a Lifeline that provides free, and confidential support 24/7/365 to individuals experiencing emotional distress, mental health crises, or suicidal ideation.
- Ensure timely, compassionate, and effective crisis intervention services, integrate with local and national behavioral health systems, and support the continuous enhancement of the Lifeline in alignment with federal and state standards.
- The Lifeline is a federally mandated initiative designed to provide an easily accessible, three-digit number, 988, for individuals in crisis to connect with trained mental health professionals.
- This service is a critical component of the broader behavioral health care system and plays a vital role in early intervention and suicide prevention. 
- The program aligns with the Department's mission to promote mental wellness, reduce stigma, and improve access to behavioral health services across the state.
- As call volumes and public awareness of 988 increase, there is an urgent need to ensure sustainable operations, maintain high-quality service delivery, and enhance coordination with mobile crisis teams and community-based resources.
- Experienced partners to strengthen the crisis system, improve response times, enhance caller outcomes, and ensure equitable access to crisis care across all communities.
- Ensure the Lifeline operates 24/7/365 and at all times accepts incoming contacts via telephone calls, texts, and chats;
- Provide real-time screening, risk assessment, triage, and referral services to individuals contacting the Lifeline, with a focus on:
•    Crisis de-escalation and emotional stabilization;
•    Suicide prevention and risk mitigation; and
•    Connecting individuals to appropriate in-state services and supports, when additional intervention is needed;
- Automated answering services are not permitted to be utilized for the services included in this solicitation:
•    Automated answering services;
•    Chat bots;
•    Interactive Voice Response (IVR);
•    Artificial Intelligence (AI), including Narrow AI, General AI, Reactive Machines, Limited Memory AI, and Agentic AI; and
•    Virtual Receptionist Services.
- Number of contacts handled by type (crisis calls/coordination/informational)
- Number of contacts abandoned (call disconnected for any reason prior to the individual being engaged by a crisis operator)
- Number of individuals screened for suicidal ideation.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: November 12, 2025