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Committee hears limitations in 988 call data; staff plan local dashboard and follow-up with vendor
Summary
Staff told the Suicide Prevention Committee that the state vendor handling 988 calls does not provide localized chat/text breakdowns and that a national dashboard lacks local granularity; members said they will push for better data and develop a local historical dashboard.
Committee staff reported that the state vendor handling 988 calls for the region does not provide localized data for chat and text interactions, limiting the committee’s ability to analyze local need and response patterns.
"We identified Cerro Care as the organization that handles our phone calls for the state," Lucas told the committee, adding that the data received so far indicate an answer rate of about 83.6 percent for phone calls. He said the chat-and-text portion was a state pilot and does not include a local breakdown.
Lucas said staff plan to continue exchanging communications with the vendor and to request more detailed, quality data. "We're going to be able to reach out to them and start getting quality data, and we're going to work on developing a dashboard as a historical ... context," he said.
Members also reviewed a national 988 dashboard (described at the meeting as a national collection of call-center data). Lucas noted the national dataset had preliminary reporting through February and showed substantial call routing; it did not provide local-level chat/text metrics the committee needs to compare national and local performance.
Committee members thanked staff for persistence in obtaining data and discussed using a local dashboard as a tool to track trends, response times and outreach effectiveness. No formal action was taken; staff said they will pursue additional data from the vendor and continue building the local dashboard.
