RI 988 Crisis Counselors celebrate 33,000+ calls answered since launch
The 988 Suicide & Crisis Lifeline Center started in 2022...
From a press release:
Sydney Muraoka has answered over 1,000 crisis calls since coming to work at the 988 Suicide & Crisis Lifeline Center in 2022. She began doing crisis work in 2020 and since that time has answered thousands of crisis calls from individuals struggling with mental health and substance use, as well as those experiencing violence, homelessness, and any combination of social factors that could make someone feel afraid or in distress.
As the manager of the Rhode Island 988 Suicide & Crisis Lifeline, Sydney knows the work she and her staff do saves lives. “Crisis doesn't have standard business hours, so our team is here every hour of every day to support Rhode Islanders in distress,” said Sydney. “People who are suffering and in crisis deserve support, and we are here to be that support for Rhode Islanders.”
Sydney was joined on Monday by her fellow crisis counselors, federal and state elected officials, members of Horizon Healthcare Partners (HHP), and community allies and partners to celebrate and honor the frontline 988 Crisis Counselors who answer the call (and texts and chat) every day. Speakers also spoke to the importance of all Rhode Islanders helping to spread the word, urging those who know about 988 to speak to family, friends, neighbors, colleagues, and those in the community, about this critical resource.
See the video here:
The vision of 988 nationally is a system that links callers to a full continuum of crisis care, which consists of 3 key parts: someone to talk to (24/7 crisis call centers), someone to respond (mobile crisis response teams), and somewhere to go (crisis respite and stabilization centers).
Rhode Island Governor Daniel McKee recognized the lifesaving work of the 988 Crisis Counselors with a citation and spoke about the importance of their work. “Supporting the mental health and well-being of Rhode Islanders is crucial to the overall health of our state,” said Governor McKee. “I'm encouraged by the work being done at the East Providence 988 call center, and I want to express my thanks to the crisis counselors who work tirelessly to make sure their neighbors have access to vital services and resources.”
On July 22, 2022, the new national 988 line went live nationwide replacing the National Suicide Lifeline which operates the 10-digit number: (800) 273-TALK (8255). The 988 Suicide & Crisis Lifeline offers 24/7 call, text, and chat access to trained crisis counselors who can help people experiencing suicidal, substance use, and/or mental health crises, or any other kind of emotional distress. People can also dial 988 if they are worried about a loved one who may need crisis support. 988 is comprised of a national network of over 200 local crisis centers, combining custom local care and resources with national standards and best practices.
Nationally, since the launch in July 2022, nearly 10 million calls, texts, and chats have been received, and here in Rhode Island, the 988 and BH Link hotline has answered over 33,000 calls. Rhode Island boasts a 98% in-state answer rate, one of the best in the country. Additionally, the Rhode Island average speed-to-answer time of two seconds means that callers are getting immediate and swift attention.
The origins of 988 have Rhode Island roots, with Rhode Island’s own Senator Jack Reed co-authoring the legislation that Congress passed on October 17, 2020, creating the new 988 behavioral health hotline. The legislation, named the National Suicide Hotline Designation Act of 2020, directed the Federal Communications Commission (FCC) to designate 9-8-8 as the universal telephone number for a national suicide prevention and mental health crisis hotline.
“It takes a lot for someone experiencing a mental health crisis to pick up the phone and call 988,” said Senator Reed. “That one call can make a big difference. The crisis counselors staffing this 988 hotline day and night do a tremendous job helping people and offering lifesaving support. We’ve got to ensure they have the resources needed to answer these calls and keep up with the volume.”
In Rhode Island, BH Link operates the local calls to 988. BH Link has been answering these calls since the summer of 2019, when the Department of Behavioral Healthcare, Developmental Disabilities and Hospitals (BHDDH), which funds BH Link, chose to take advantage of the fact that the center was already answering calls 24/7. HHP contracts with Community Care Alliance (CCA) to run both BH Link and the 988 Call Center.
Almost immediately the percentage of Lifeline calls answered in-state jumped from one of the lower in-state rates to 98%, one of the best in-state call answer rates in the country, and that is making a difference in terms of helping people in need.
Additionally, 988’s physical placement within the BH Link ensures that there is a team of masters-level clinicians, nurses, peers, and frontline workers who can assist crisis counselors in responding to calls and who can offer 24/7, in-person assessment and referrals for people wanting immediate treatment.
“The two program’s shared model means that callers looking for help from 988 will be offered an opportunity to walk into BH Link for an in-person assessment or connection to services or will be offered transport to our site,” said Katie Anderson, Vice President for Acute Services for Community Care Alliance. “This direct connection to a physical treatment center distinguishes Rhode Island’s 988 from other states. Not only are our calls rarely bouncing to a national call center, where the person answering may not understand local resources – but we offer folks an added layer of in-person, immediate help and connection to services.”
“The 988 hotline provides lifesaving support to Rhode Islanders in crisis,” said United States Senator Sheldon Whitehouse (Democrat, Rhode Island.) “This resource would not be possible without Senator Reed’s leadership and the crisis counselors who work around the clock to help everyone who needs it.”
Timely access to crisis services saves lives. By offering immediate help to everyone who may need it, 988 provides invaluable support at critical times. Lifeline crisis centers help to ensure that gaps in local services and delivery areas are served and that all calls are answered 24/7/365 by individuals trained to handle suicidal, mental health, and substance use crises.
Richard Leclerc, Director of BHDDH, spoke about the results of a public attitude survey directed by their agency that showed a majority of Rhode Islanders are aware of 988, significantly higher than the national polling, but not satisfactory to the Department, that believes all Rhode Islanders need to know about 988.
“A survey last fall by the BHDDH found that 63 percent of Rhode Islanders know about 988,” Leclerc said. “While we might think that’s pretty good, it also means that 37 percent do not know about 988. That means we have more work to do to ensure all Rhode Islanders know they can dial those three numbers when they need mental health assistance.”
Leclerc also unveiled the new public awareness campaign that will be launched in June and run through September. SAMSHA (Substance Abuse and Mental Health Services Administration) agency within the United States Department of Health and Human Services funds the campaign. The campaign will consist of bus and billboard ads, social media ads, and collateral material such as posters, youth stickers, and informational cards. The campaign will be presented in both English and Spanish. Anyone interested in 988 public resource materials can contact 988 outreach staff at Horizon Healthcare Partners at 988RICommunity@gmail.com.
Horizon Healthcare Partners thanked Blue Cross/Blue Shield of Rhode Island for sponsoring today’s event.