Crisis Call Center Staffing Services

The vendor is required to provide crisis call center to support individuals in crisis in the community and to provide individuals experiencing mental health, developmental disability, and substance use-related crises a service-appropriate response rather than defaulting to law enforcement or other community safety networks.
- provide crisis telephone support through a toll-free hotline and to provide information services for individuals experiencing a crisis with real-time access to a live person 24 hours a day, 7 days a week.
- This regional call center shall participate in the federal national suicide prevention lifeline 988 expansion, also provide text and chat functional support, crisis communications and information.
- Provide immediate emergency interventions, crisis de-escalation, supportive listening services, and referral to ongoing or more intensive crisis support through the region 5 crisis hub.
- Mandatory key performance indicators ranges are considered:
• Call answer rate of greater than 80% for 988 calls, 80% for the community line, and 95% for the PSAP line
• Answer time in less than 30 seconds for 75% of calls
• Call handle time of less than 20 minutes for 80% of calls
- Utilize department crisis call data platform for crisis hotline, dispatch of mobile crisis service teams and assessment and determination of and linkage to the appropriate level of care/response and community resources, consistently with the model and core principles laid out in the substance abuse and mental health service administration (SAMHSA).
- Provide a staffing plan to include clinically trained professionals, peer supporters, paraprofessionals, volunteers, and licensed staff, under appropriate supervision, to address the varying levels and types of crises calls that may be received 24 hours a day, 7 days a week.
- A licensed behavioral health professional staff member must be always available 24 hours a day, 7 days a week for staff consultation and oversight.
- Provide a training program that addresses staff skills at all levels; to include professionals, peer supporters, paraprofessionals, volunteers and licensed staff, and includes classroom type actives along with read materials and direct supervision of initial call response skills as well as ongoing observation.
- Approximately 10% of the calls received through 988 will be referred to care navigation for quality assurance and support follow-up.
- Staff will refer callers on community lines to the car navigation and mobile team.
- Provide end-of-contract transition activities including, but not limited to managing transition of caller data and callers.
- Contract Period/Term: 1 year