Massachusetts 988 Follow-up Improvement Project - The Massachusetts Follow-Up Improvement Project (The MA Follow-up Project) will strengthen the capacity of three Massachusetts 988 Suicide & Crisis Lifeline centers to provide enhanced follow-up services for individuals experiencing suicide, mental health, and substance use crises. As the lead agency, Family Services of the Merrimack Valley will partner with Mass211/Call2Talk and Samaritans Southcoast to expand workforce capacity, standardizes follow-up protocols, and improve the continuity of care and reducing suicide and overdose risk. The MA Follow-up Project will build capacity across three 988 centers serving Berkshire, Bristol, Essex, Franklin, Hampden, Middlesex, Norfolk, and Worcester counties, representing approximately 5.4 million residents (75% of Massachusetts' population). These counties account for the majority of the Commonwealth's suicide deaths, opioid overdose fatalities, and behavioral health service demand. Although the participating centers answered more than 74,000 calls, texts, and chats during the past year, only 933 individuals received follow-up services. Capacity-building activities will benefit the participating 988 centers and the broader behavioral health crisis system. Enhanced follow-up services will directly serve individuals of all ages who contact 988 and consent to follow-up, including those experiencing suicidal ideation or behavior, mental health or substance use crises, emergency interventions, or barriers to accessing ongoing behavioral health care. Services will include safety planning, risk reassessment, care coordination, linkage to treatment and community resources, and continued support for up to 12 months based on individual need. Project activities include hiring 3.45 FTE dedicated follow-up staff; developing standardized follow-up protocols and staff training; embedding follow-up practices into routine 988 operations; strengthening partnerships with Mobile Crisis Outreach Teams, Community Behavioral Health Centers, hospitals, 911/public safety agencies, and other providers; enhancing data collection and continuous quality improvement systems; and participating in SAMHSA's national cross-site evaluation. The project's goal is to increase the capacity of Massachusetts 988 Lifeline centers to deliver coordinated, evidence-informed follow-up services that improve engagement in care, strengthen continuity across the crisis system, reduce unnecessary emergency service utilization, and decrease suicide and overdose deaths. Objectives are to: (1) add 3.45 FTE dedicated follow-up staff; (2) train 100% of frontline staff, with all achieving at least 80% on competency assessments; (3) implement standardized follow-up protocols across all three centers; (4) establish or update 12 partnership agreements with crisis and behavioral health providers; (5) increase the number of individuals receiving follow-up services from 933 to 2,700 annually; (6) increase the average number of follow-up contacts per participant from one to three; and (7) ensure 100% of enrolled individuals receive an initial follow-up attempt within 24 hours. These objectives advance SAMHSA Strategic Priorities by expanding crisis system capacity, improving access to evidence-based behavioral health care, strengthening continuity of care, and improving outcomes for individuals experiencing behavioral health crises.
