Region 4 Crisis Call Center Services

The Vendor is required to provide a crisis call center to the region 4.
- The core services provided by Community Services Boards within the cities and counties that they serve shall include:
• Emergency services;
• Same-day mental health screening services;
• Outpatient primary care screening and monitoring services for physical health indicators and health risks and follow-up services for individuals identified as being in need of assistance with overcoming barriers to accessing primary health services, including developing linkages to primary health care providers; and
• Subject to the availability of funds appropriated for them, case management services.
- Subject to the availability of funds appropriated for them, the core of services may include a comprehensive system of inpatient, outpatient, day support, residential, prevention, early intervention, and other appropriate mental health, developmental, and substance abuse services necessary to provide individualized services and supports to persons with mental illness, developmental disabilities, or substance abuse.
- Provide comprehensive mental health, developmental, and substance use disorder treatment services within a continuum of care, the community services board shall function as the single point of entry into publicly funded mental health, developmental, and substance use disorder treatment services.
- Provide crisis phone, text, and web chat support and crisis communication and information services for primarily suicide prevention that meets or exceeds standards prescribed by the Association.
- Such services should include, but are not limited to: a website, internet-based communication including chat capabilities, a telephone hotline, and text hotline capabilities for residents.
- Assistance via these services should include, but is not limited to: immediate emergency interventions, crisis de-escalation, supportive listening services, referrals for hospitalization, and other community information and referral services.
- The Crisis Call Center will understand and employ knowledge of local and regional resources to provide caller access to: substance use disorder treatment services, outpatient therapy, Board intake, emergency medication, and other community-based supports.
- Telephone hotline- A toll-free telephone hotline should be available and staffed 24 hours per day and 7 days per week, 365 days a year to provide immediate assistance for residents. All calls will be answered by a staff or volunteer and should not go to a voicemail system.
- Staffing levels will be adjusted as needed based on call volume data and KPI performance metrics to optimize service delivery and crisis response effectiveness.
- Mandatory monthly KPIs ranges are considered:
• Call Answer Rate of greater than 90% for 988 calls, 90% for the community line, and 95% for the PSAP line
• Answer time in less than 30 seconds for 80% of calls
• Answer time in less than 60 seconds for 90% of calls
• Call Handle Time of less than 20 minutes for 90% of calls
• In state answer rate at least 90%
• Abandonment rate less than 10%
- These services should ideally be provided from one primary physical location (center) and utilize a hybrid staffing model consisting of clinically trained paraprofessionals, volunteers, and licensed staff to address the varying levels and types of crisis calls that may be received.
- If one physical location/center is not feasible, the offeror must be able to articulate a staffing plan to provide availability of clinical oversight and supervision at all times.
- The offeror will also ensure accessibility to interpretation/translation services is available 24/7 to accommodate communication needs of callers.