Thursday, May 2, 2024
5/2/2024
Connecticut (CT) endorses one statewide 988 Suicide and Crisis Lifeline (Lifeline) provider, the United Way of CT/211 (UWC), which is funded through the CT Department of Mental Health and Addiction Services and the CT Department of Children and Families (DCF). Together, these two sister-state agencies oversee the statewide crisis service system across the lifespan. The UWC is the state's 211 Information and Referral provider, is accredited by the Alliance for Information and Referral Services (AIRS) and the American Association of Suicidology (AAS), has years of experience as a Lifeline network provider, and serves as the mobile crisis service system call center for youth and adults. These phone lines function 24 hours a day, 7 days a week, 365 days a year and provide quality services to various types of callers from those searching for basic information and referral up to those in imminent risk crisis. For those in crisis, they provide support, screening, referrals, warm-transfers to statewide adult and youth mobile crisis services, warm-transfers to 911 Public Safety Answering Points (PSAPs) for active rescue as needed, and follow-up contacts upon caller consent. they also attain caller disposition from mobile crisis services and PSAPs following warm-transfers. From July 2022 through April 2023 the UWC answered 28,123 988 calls with an in-state answer rate average of 98% and an average speed to answer of 4.2 seconds, all well within the target Key Performance Indicators (KPIs). However, call demand continues to increase and the UWC will need to increase workforce capacity to maintain quality services and the KPIs. CT has yet to initiate in-state 988 text or chat services, but plans to within state fiscal year 2024 with the additional funds made available. It has been determined that the UWC Crisis Contact Center will also provide the 988 text and chat services. They have developed a plan to address implementation of these services through enhancements to the management and supervisory structure, onboarding, recruitment, hiring and training of staff, and the development of new procedures to ensure quality services are provided the the call services and to attain and maintain the KPIs. New 988 grant resources will be used to facilitate workforce expansion to maintain the high in-state call answer rate and speed to answer and to add the additional text and chat resources. Funding will also support staff training and continuing education to serve diverse populations, especially high-risk populations and populations with high numbers of suicide deaths and attempts.
HHS’ Tracking Accountability in Government Grants System (TAGGS) website provides access to detailed descriptions of grants, loans, aggregated direct payments and other types of financial assistance awarded by the HHS Operating Divisions (OPDIVs) and the Office of the Secretary Staff Divisions (STAFFDIVs).
