The Vendor is required to provide to collaborate with the department and the department’s identified 988 suicide and crisis lifeline centers (lifelines) to expand and strengthen statewide crisis response capacity, particularly for populations at higher risk of suicide.
- Services will support the Department’s objectives related to its Substance Abuse and Mental Health Services Administration (SAMHSA) 988 Cooperative Agreement which is designed to:
• Refine quality improvement processes to ensure improvements are strategically aligned, scalable, and resilient over time;
• Strengthen data collection and analysis capabilities to improve the impact and effectiveness of data and optimize decision-making through analytics; and
• Support the work of the state 988 Coalition to foster effective stakeholder input and community relationships and expand outreach and engagement efforts.
- To meet this goal, the Department requires targeted and strategic support to enhance Lifeline operations, including refining quality improvement processes, improving data collection and analysis, supporting coalition and stakeholder engagement, and ensuring sustainable workforce capacity.
- Services are intended to ensure that the Lifeline operates efficiently, aligns with statewide crisis system priorities, and meets federal performance and reporting requirements.
- 988 Lifelines are navigating rising contact volumes while working to ensure services remain timely, effective, and high-quality.
- Issues to be addressed through this solicitation include:
o The need for standardized quality improvement protocols, including critical incident review and monitoring of performance metrics.
o Increasing data collection and analytic capacity, particularly related to high-risk populations and co-occurring disorders, to strengthen informed decision-making and strategic planning.
o Workforce capacity constraints that affect response times, follow-up care, and the ability to consistently meet minimum key performance indicators.
o The need to expand stakeholder and community engagement to ensure responsive crisis services.
o Opportunities to explore integration with mobile crisis teams and other post-988 referral services to strengthen continuity of care.
- The Department seeks targeted and strategic support to enhance Lifeline capacity, improve operational efficiency, support staff development, and strengthen collaboration across the crisis system.
- These efforts will ensure that all 988 contacts receive timely, effective support and that the crisis system is equipped to meet growing demand and evolving community needs.
- Must collaborate with the Department and its identified Lifelines to review, assess, and optimize the following domains:
• Domain 1: Data collection tools, processes and procedures, and existing documentation to determine the need for additional fields to support updated data collection protocols;
• Domain 2: Quality assurance plans, including protocols for identifying and reviewing critical incidents, and improving access across all regions of the state;
• Domain 3: Sustainability plans that address sustained workforce capacity and include evaluation of current staffing levels, skills, and productivity; and
• Domain 4: Performance indicators to effectively measure and evaluate 988 activities by providing quantifiable metrics that track progress toward strategic goals.
- Integrated findings by domain, including:
• Data: Inventory of existing tools, forms, and documentation; gaps in data fields relative to updated protocols; and assessment of consistency and accuracy across regions;
• Quality Assurance: Review of current QA protocols for incident identification and review; evaluation of accessibility across regions; and identification of strengths and weaknesses in QA practices;
• Sustainability: Analysis of staffing levels, workforce distribution, and turnover rates; skills assessment and productivity benchmarks; and risks to long-term workforce capacity; and
• Performance Measures: Current metrics used to track 988 activities; alignment with state Rapid Response Access Point goals; and areas where benchmarks are missing or insufficient.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: January 12, 2026
