Mental Health America of Greenville County

[bu:st] supported MHAGC with increasing capacity for it's contact center to support the 988 suicide & crisis lifeline in 2022.

The Problem

The National Suicide Hotline Designation Act of 2020 created a path for states to sustainably fund 988 through telecommunications fees, but so far, the legislation has only been enacted in five states; not including SC.
Funding for the operational budget was very critical, and a big increase in the call volume was expected.

The Solution

Develop a resource forecast.
Document risks and potential measures.
Develop a roadmap for future implementation.

The Result

The planning phase was completed at the end of 2021. All requirements were known, and a resource forecast had been developed.
Risks were documented and measures for mitigation were put in place.
Created a detailed roadmap for the implementation in 2022, communicated to all stakeholders, and took ownership of adhering to the agreed milestones.

Successful rollout of 988 with a smaller than expected drop in the call-answer rate.
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