In 2021, 33,887 calls from across Minnesota were made to the National Suicide Prevention Lifeline. This demonstrates a critical need to ensure that Minnesota is equipped to continue providing localized suicide and mental health crisis support for all Minnesotans under 988. With this funding opportunity, the Minnesota Department of Health (MDH) and the Minnesota Lifeline Centers will actively partner together to build the local workforce capacity to respond to 988 contacts including calls, chats, and texts.
MDH has identified three overarching goals for this project period. Goal one support Lifeline Centers in increasing their workforce capacity to build and expand response to all 988 contacts (including calls, chats, texts, and follow-up services). To meet goal one, MDH will support Lifeline Centers in achieving a 90 percent in-state answer rate of total 988 calls, chats, and texts received, designating an in-state backup call center, and offering follow-up services more consistently.
Goal two establishes aligned policies and practices among Lifeline Centers. Aligning policies and practices under goal two will be a collaborative effort between MDH, Lifeline Centers, the Minnesota Department of Human Service (DHS), and the Minnesota Department of Public Safety (DPS). The objectives under this goal will address aligning follow-up service protocol, collecting Key Performance Indicators (KPIs), Lifeline Centers’ training curriculum on high-risk populations and specific cultural communities, coordinating with mobile crisis teams and the 911 system.
Goal three is focused on maintaining and sustaining workforce capacity at the Lifeline Centers through continuous quality improvement. Objectives will emphasize on quality improvement monitoring of KPI metrics and the policies and procedures at Lifeline Centers.
With the launch of 988, MDH expects to see an increase in the call, chat, and text volume. Strengthening the capacity of Lifeline Centers will improve access to confidential suicide and mental health support and increase collaboration and coordination of crisis services in Minnesota. Expansion of 988 services to include chat, text, and follow-up will ensure that Minnesotans can reach the Lifeline using their preferred communication.
