Family Mobile Crisis Helpline Services

The Vendor is required to provide family mobile crisis helpline, a centralized crisis helpline with provider network oversight and coordination through the state mobile response stabilization service model.
- The system of mobile response services for children and youth will provide a focused and therapeutic, immediate crisis response at the site of the escalating behavior. Services shall be provided twenty-four hours a day, seven days a week, 365 days a year (24/7/365) and text to chat.
- Mobile Response and stabilization management services are aimed at ensuring the safety of children, youth and young adults and their families/caregivers that are facing crisis situations. 
- Mobile response agencies are committed to providing services to address escalating behaviors and/or emotional issues as expeditiously as possible to prevent the disruption of the individual’s current living arrangement. 
- The newly created system of mobile, community-based services includes both immediate response and stabilization services for children, their families, and caregivers. 
- Mobile response services are designed to serve children and families at the site of the escalating behaviors, which could include home, work, school, or anywhere else in the community, regardless of health care insurance or status.
- This helpline shall serve as an entry point to behavioral health crisis services to any individual 20 and under.
- The Helpline operates 24 hours per day, 365 days per year.
- When a multilingual crisis call specialist is not available, a translation service is used to handle the call. To ensure continuity of the call, calls transferred to Mobile Response and Stabilization Service provider sites with a translator will maintain use of the accessed translator through the conclusion of the call.
- Calls may be received from multiple sources including but not limited to children, caregivers, hospital emergency rooms, police, school personnel, and care providers.
- The Supervising Clinicians are responsible for monitoring and supervising the performance of Helpline staff as well as providing consultation and training to staff and clinical oversight of Helpline activities.
- All staff handling calls are professionals trained to respond to crisis calls appropriately and document the necessary information during the intervention.
- Call Response
•    Crisis calls will be answered in three (3) rings or less, with call report sent to department monthly.
•    The abandonment rate for crisis calls (measured daily and then averaged over the course of a month) will be less than 3%, with call report sent to department quarterly.
•    A follow-up call will be made within 72 hours, with a report sent to department quarterly.
•    Will offer language translation and report % of calls needing translation services.
- The call requires immediate contact with 911 for police/emergency services dispatch due to the presence of serious and imminent risk of harm. In such cases, the crisis call specialist documents the phone number of the caller, if available, and patches the call to the appropriate police department.
- If the call involves risk of suicide, it is expected that the specially trained crisis call specialist will follow established protocol and assess for imminent risk and the level of safety of the individual and, when appropriate, patch the call to 911 to initiate a safety check.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: October 22, 2025