H79FG001158

Improving Maine's 988 Lifeline Capacity - Project Name: Improving Maine's 988 Lifeline Capacity

Population Served: The project will serve the callers to Maine's statewide crisis hotline (Maine Crisis Line- MCL) and Maine's 988 Lifeline Network. In 2022, Maine's crisis call specialists received 129,510 calls and 2,302 chats and texts (includes both MCL and 988 Lifeline contacts).

Strategies: This project will improve capacity at Maine's 988 Lifeline contact centers by increasing staffing levels and enhancing operational efficiency through implementation of national best practices and updated data tools and protections. Higher staffing levels will result in expanded services for 988 Lifeline callers, including implementations of national best practices and updated data tools and protections. Higher staffing levels will result in expanded services for 988 Lifeline callers, including implementation of the 988 follow-up program, answering of Maine-based chats and texts to the 988 Lifeline, and at least 90% of Lifeline in-state contacts, and increased quality of care for referrals from the crisis hotline to regional mobile crisis response. Finally, this project will support marketing and messaging for Maine's behavioral health crisis system, including the 988 Lifeline, resulting in expanded awareness of confidential support and intervention services available for all Mainers experiencing behavioral health crisis.

Project Goals and Measurable Objectives:

Goal 1: Maine's 988 Lifeline Network will improve performance and quality of in-state response to 988 Lifeline contacts.

Objectives:
A. Hire and train new staff to achieve 90% answer rate
B. Deploy customer service satisfaction survey to demonstrate 85% customer satisfaction
C. Increase capacity on the DHHS OBH Crisis Data Team

Goal 2: Maine's 988 Lifeline contact centers will increase capacity and operational excellence by improving alignment with best practices and resources for efficient and effective crisis hotline service.

Objective:
A. Implement operational policy, protocols, and training curriculum in alignment with state and 988 Lifeline standards
B. Maine's primary 988 Lifeline center will be 85% in compliance with SAMHSA cybersecurity recommendations.

Goal 3: Individuals in Maine will improve understanding, goals, and access of 988 Lifeline and Maine's behavioral health continuum of crisis services.

Objectives:
A. Engage 988 stakeholders in 988 messaging strategy and content meetings to inform statewide 988 crisis system communications and marketing efforts.
B. Launch a statewide messaging campaign in alignment with SAMHSA's 988 toolkit and Maine stakeholder input.

Goal 4: Maine's behavioral health crisis system will improve access and support for post-988 contact connections with crisis intervention and stabilization services.

Objectives:
A. Maine's 988 Lifeline Network will provide telephonic follow-up support in compliance with 988 Lifeline standards
B. Enhanced dispatch coordination at Maine's mobile crisis teams will result in a 95% live connection rate for warm handoffs from Maine's 988 contact centers.
C. Implement crisis management software capable of longitudinal tracking of individual journeys through the crisis system as well as systems-level analysis and reporting.

Maine Department Of Health And Human Services

SAMHSA WAS GIVEN THE AUTHORITY TO ADDRESS PRIORITY SUBSTANCE ABUSE TREATMENT, PREVENTION AND MENTAL HEALTH NEEDS OF REGIONAL AND NATIONAL SIGNIFICANCE THROUGH ASSISTANCE (GRANTS AND COOPERATIVE AGREEMENTS) TO STATES, POLITICAL SUBDIVISIONS OF STATES, INDIAN TRIBES AND TRIBAL ORGANIZATIONS, AND OTHER PUBLIC OR NONPROFIT PRIVATE ENTITIES. UNDER THESE SECTIONS, CSAT, CMHS AND CSAP SEEK TO EXPAND THE AVAILABILITY OF EFFECTIVE SUBSTANCE ABUSE TREATMENT AND RECOVERY SERVICES AVAILABLE TO AMERICANS TO IMPROVE THE LIVES OF THOSE AFFECTED BY ALCOHOL AND DRUG ADDITIONS, AND TO REDUCE THE IMPACT OF ALCOHOL AND DRUG ABUSE ON INDIVIDUALS, FAMILIES, COMMUNITIES AND SOCIETIES AND TO ADDRESS PRIORITY MENTAL HEALTH NEEDS OF REGIONAL AND NATIONAL SIGNIFICANCE AND ASSIST CHILDREN IN DEALING WITH VIOLENCE AND TRAUMATIC EVENTS THROUGH BY FUNDING GRANT AND COOPERATIVE AGREEMENT PROJECTS. GRANTS AND COOPERATIVE AGREEMENTS MAY BE FOR (1) KNOWLEDGE AND DEVELOPMENT AND APPLICATION PROJECTS FOR TREATMENT AND REHABILITATION AND THE CONDUCT OR SUPPORT OF EVALUATIONS OF SUCH PROJECTS, (2) TRAINING AND TECHNICAL ASSISTANCE, (3) TARGETED CAPACITY RESPONSE PROGRAMS (4) SYSTEMS CHANGE GRANTS INCLUDING STATEWIDE FAMILY NETWORK GRANTS AND CLIENT-ORIENTED AND CONSUMER RUN SELF-HELP ACTIVITIES AND (5) PROGRAMS TO FOSTER HEALTH AND DEVELOPMENT OF CHILDREN, (6) COORDINATION AND INTEGRATION OF PRIMARY CARE SERVICES INTO PUBLICLY-FUNDED COMMUNITY MENTAL HEALTH CENTERS AND OTHER COMMUNITY-BASED BEHAVIORAL HEALTH SETTINGS

93.243 - Substance Abuse and Mental Health Services Projects of Regional and National Significance

Division of Grants Management [HHS - SAMHSA]

Augusta, Maine 043306841 United States

Single Zip Code

Cooperative Agreements for States and Territories to Improve Local 988 Capacity (FG-23-006)

Amendment Since initial award the total obligations have increased 100% from $2,197,337 to $4,394,674.