FY 2023 988 Behavioral Health Crisis Contact Center Process Improvement - PROJECT ABSTRACT SUMMARY Project Name: 988 Behavioral Health Crisis Contact Center Process Improvement The purpose of this application for the SAMHSA 988 State Cooperative Agreement funding opportunity is to request funds for the much-needed expansion and transition of the existing behavioral health crisis call center to the behavioral health crisis contact center. Funding would be used to increase the workforce to meet current and future 988 response for the entire State of Hawaii. Funding will also allow for support of the expansion of crisis contact services, including 24-hour chat and text capabilities, follow-up contact for those that experience suicidal ideation, increased collaboration and connection with post-contact supports with 911 and other crisis services that include crisis mobile outreach, crisis stabilization, and crisis support management. Funding will also support efforts to increase public awareness and communication of 988 crisis services especially to high-risk populations such as the Native Hawaiian and other Pacific Island communities; teens and adolescents; Service Members, Veterans, and Family Members (SMVF); and Lesbian, Gay, Bisexual, Transgender, Queer/Questioning, and Intersex (LGBTQI+) individuals. Hawaii is the most diverse state in the USA and includes AANHPI populations that are at risk for mental health and substance use disorders. The Adult Mental Health Division (AMHD) of the Hawaii State Department of Health (DOH) is responsible for coordinating public and private services into an integrated and responsive delivery system for behavioral and mental health needs. AMHD services promote consumer stabilization into recovery and independence, and include a safety-net of crisis intervention and support services in order to effectively treat individuals experiencing a crisis. Total calls to the main Hawaii CARES crisis call center line (e.g., 808-832-3100) increased by 11% from 2021 to 2022. Additionally, calls transferred from the 988 National Suicide Prevention Lifeline (NSPL) increased by 52% for the same year-to-year comparison. The implementation of the nationwide 988 NSPL number in July 2023 partially accounts for this substantial increase in call volume. However, awareness and education about mental health and substance use disorders also will likely lead to a continued increase in call volume in the future. The goal of this application is to provide funding to improve the capability of Hawaii CARES 988 crisis contact center to meet the current and future needs of 988 response for Hawaii, improve the standard of care provided to individuals in crisis, and improve access to and public awareness of 988 services especially for high-risk and underserved populations. The objectives of this project include increasing the workforce, establishing and implementing communications and marketing of 988 Lifeline, establishing agreements with key stakeholders, and implementing mechanisms to track and trend data for post-contact care and sentinel events.
