FY 2023 cooperative agreement for states and territories to improve local 988 capacity - responding to an increase in call, text, and chat volume one year following the national transition to a 3…

FY 2023 cooperative agreement for states and territories to improve local 988 capacity - responding to an increase in call, text, and chat volume one year following the national transition to a 3 digit crisis number remains a major priority for pennsylvania. Through strategic increases in staffing and incentives across all 13 call centers, PA aims to exceed and maintain a consistent instate answer rate of 90 percent, while also having the two in state call centers that respond to national text and chat answer no fewer than 90 percent of the texts and chats originating in pennsylvania. PA through receipt of the 988 state and territory improvement grant funding, will further serve its 13 call centers and the people who call, text, or chat with the centers for help during a mental health crisis. Previous funding and a cooperative, collaborative working relationship of the call centers, project team, partners, counties, vibrant, and samhsa have helped US to significantly improve our call answer rates, but consistency is key and this grant will help to solidify call answer rate goals and more. Call, text, and chat numbers indicate that the call centers have served well over 100,00 people since may 2022. We believe these numbers will increase substantially as staffing reaches full complement and as the public awareness campaign informs and encourages the use of 988. IT is difficult to estimate how many we can or will serve, but we are committed to achieving the grant goals and therefore being able to reach as many people as need services. We will contineue statewide committees reach and maintain statewide metrics for 988 calls, texts, and chats develop and implement a statewide communications plan improve data collection from call centers to focus on HIH risk populations develop a report on the states current mobile crisis service options develop a joint report with the state 911 administrator enhance the state capacity to ensure referral connections post 988 contact develop a sustainability plan for sustaining call center workforce capacity and maintain the lifeline key performance indicator metrics develop a comprehensive quality assurance plan engage with the state substance use policy team and 988 call centers to develop appropriate protocols and referral resources for 988 contacts reqioromg substance use crisis care