988 Suicide and Crisis Lifeline Call Center Serving Services

The Vendor is required to provide to service the country state with a certified 988 Suicide and Crisis Lifeline Call Center.
- Ensure that individuals in crisis have access to timely, culturally competent, and effective behavioral health support via phone, text, and chat platforms under the national 988 Lifeline system.
- However, during the interim period before a local center is fully implemented, securing services from an established, certified, and approved call center will help ensure timely and effective crisis response for state. Once established, a local Lifeline center will provide care that is more culturally responsive and tailored to the community's unique needs.
- The 988 Lifeline, overseen nationally by Vibrant Emotional Health and funded through SAMHSA, connects callers to trained crisis counselors. 
- Call centers must meet national standards for certification and data reporting and coordinate with local mobile crisis response teams.
- Service Coverage and Availability
•    The center must provide 24/7/365 access to crisis support through phone calls.
•    Infrastructure and protocols must be in place to enable future integration of chat and text modalities.
•    Callers must be triaged, de-escalated, and referred to appropriate services including mobile crisis teams or inpatient facilities when necessary.
- Certification and Compliance
•    Agencies must be or become certified by Vibrant Emotional Health within 30 days of award.
•    Must adhere to all SAMHSA, Vibrant, and VIDOH standards for performance, operations, and data reporting.
- Staffing and Training
•    Staff must include trained crisis counselors, clinical supervisors, and administrative personnel.
•    All staff must complete mandatory initial and ongoing training, including suicide risk assessment, de-escalation techniques, trauma-informed care, and cultural competency.
•    Agencies must also train staff on data systems and quality assurance processes. Organization is required to have a distinctive call operation with the capacity to identify, receive and respond to calls, chat, and texts from individuals in distress 24/7/365 preferably. Organization must have its own policies, procedures, and training protocols and have identified staff and an administration responsible for the operation’s oversight.
- Data Collection and Quality Assurance
•    Utilize national data platforms (e.g., Bamboo Health’s Crisis and Open Beds Modules) for intake, tracking, and reporting.
•    Collect data on demographics, call disposition, follow-ups, referrals, and service utilization.
•    Submit monthly data reports to VIDOH and Vibrant.
•    Participate in performance reviews and implement quality improvement strategies.
- Coordination with Local Resources
•    Work in partnership with mobile crisis teams, law enforcement, emergency departments, and community providers.
•    Enter into MOUs with key stakeholders to ensure continuity of care.
- Cultural and Linguistic Competency
•    Services must be inclusive and accessible to all populations, including those with limited English proficiency, disabilities, or from historically underserved communities.
•    A Cultural Competency Plan must be implemented and evaluated regularly.
- Operational and Administrative Requirements
•    Develop a Continuity of Operations Plan (COOP) addressing risks such as power outages and staffing shortages.
•    Maintain policies prohibiting discrimination and ensuring equitable access to services, including for individuals on legitimately prescribed medications.
•    Ensure facilities meet ADA requirements.

- Pre-Proposal Meeting Date: January 5, 2026