Nevada launches groundbreaking crisis response call center

In a significant step towards enhancing mental health crisis response in Nevada, the Board of Examiners convened on November 12, 2024, to discuss a new contract aimed at improving the state's behavioral health services. The meeting highlighted the establishment of a Behavioral Health Crisis Care Hub, which will be integrated into the existing 988 suicide and crisis hotline network.

Shannon Bennett, Bureau Chief for the Bureau of Behavioral Health Wellness and Prevention, presented the contract with Carillon Behavioral Health, which is set to create a new call center in Southern Nevada. This facility is expected to answer 95% of calls to the 988 hotline within 20 seconds, a significant improvement over the current response times that often require calls to be redirected to backup centers. The new center will not only enhance local access to crisis counselors but also facilitate the dispatch of mobile crisis teams directly from 988 calls.

The funding for this initiative primarily comes from a 35-cent surcharge on certain telephone lines in Nevada, which has already generated over $19 million since its implementation in June 2023. This sustainable funding model positions Nevada as a leader in establishing a dedicated crisis response system, a move that is expected to save and improve lives across the state.

Bennett emphasized the collaborative efforts that made this contract possible, acknowledging the support from state legislators and various departments. The contract represents a culmination of two years of planning and negotiation, reflecting a commitment to building a robust infrastructure for mental health crisis management.

As Nevada prepares to implement these changes, the focus remains on improving the overall effectiveness of the crisis response system, ensuring that individuals in need receive timely and appropriate care. The anticipated opening of the new call center marks a pivotal moment in the state's ongoing efforts to address mental health challenges and enhance community well-being.