Thursday, November 21, 2024
11/21/2024
There is a need to increase capacity at each participating call center to meet the expected increased demand. The goals in this area are statewide, and include: increase our in-state answer rate to 90% by the end of the grant period, answer 95% of calls within 20 seconds and 90% of calls within 15 seconds by the end of the grant period, and achieve an abandonment rate of less than 5% and a rollover rate less than 10%. In the interim, these investments will focus on decreasing our national rollover rate to 15% by July, 2022. To reach these goals, a range of capacity building activities will be required at the call center level. Thus, DBHDS will enter into subrecipient funding agreements with the regional call centers as well as all other NSPL call centers in the state. The focus of partnerships with call centers who are not directly contracted for a region will be to build collaborative relationships and assess call patterns and build capacity to serve as a back up call center. Each call center (regional as well as back up) will submit a detailed plan in terms of the specific approach to increasing capacity, and will be required to participate in monthly Crisis Workforce Innovations meetings with partners across the state. Plans will include activities designed to ensure responses during times of spikes in call volumes or public events.
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).
