988 Suicide and Crisis Lifeline Workgroup Meeting - Approved Minutes 10/12/2023

988 Suicide and Crisis Lifeline Workgroup

Meeting Minutes- October 12, 2023 - 2:00-4:00 pm via WebEx

Meeting Minutes - Approved by Members 11/09/23/2023

Workgroup members: Rep. Guzzardi/Rep LaPointe, Rep. Haas, Sen. Fine, Sen. Bryant, Stephanie Frank, Ashley Thoele, Kristine Herman/Kati Hinshaw, Shawn Cole, Matt Pickett, David T Jones, Dana Weiner, Dr. Adam Carter, Lori Carnahan, Megghun Redmon, Jen McGowan-Tomke, Allison Wollert, Kelsey DiPirro, Emily Legner, Hugh Brady, Dr. Mary Roberson, Chris Shaffner, Rev. Dr. Otis Moss III, Hong Liu, Brenda Osuch, Gerald Lott, Pooja Nagpal, Brenda Bahena, Dr. Lorrie Jones, Amy Watson, Karen Leavitt-Stallman, Niya Mona, Jonna Cooley, Ulonga Gladney, David Albert, Lee Ann Reinert, Roberta Allen, Ryan Rollinson


  1. Welcome and Call to Order
  2. Roll call and approval of minutes from September 14 meeting
  3. Recap of September meeting on Technology for Handoffs
  4. Sharing of Resources and Communication - 988 Workgroup Members
  5. Metrics and Evaluation

I. The National Perspective

II. Currently Collected 988 Data in Illinois

  1. Discussion - Action Items
  2. Public Comment
  3. Adjournment

The meeting was called to order by Director Albert at 2:02 pm.

Lee Ann Reinert reviewed OMA official notices and regulations.

Roll Call and Approval of Minutes:

Present: Representative Guzzardi, Representative LaPointe, Representative Haas, Senator Fine, Stephanie Frank, Matt Pickett, David T Jones (abstain), Kevin Richardson (designee for Adam Carter, abstain), Lori Carnahan, Megghun Redmon, Allison Wollert, Emily Legner, Huge Brady, Brenda Osuch, Pooja Nagpal, Michael Duffy, Lorrie Jones, Amy Watson, Karen Leavitt-Stallman (abstain), Valencia Williams, David Albert, Lee Ann Reinert, Roberta Allen, Jen McGowan-Tomke (joined late)

Absent: Ashley Thoele, Kristine Herman, Shawn Cole, Dana Weiner, Kelsey DiPirro, Mary Roberson, Chris Shaffner, Hong Liu, Gerald Lott, Niya Mona, Jonna Cooley, Ulonga Gladney, Ryan Rollinson

As we consider "metrics and evaluation," what are your first thoughts about core features or uses of this technology for operations, management, measurement, and improvement? (Slido)

  • Capacity
  • Reliability
  • Response Time
  • Evaluation
  • Universally Collected
  • Implementation Science
  • Quality over quantity
  • Compatibility
  • Avoiding law enforcement
  • Outcomes
  • Validity
  • Sustainability
  • Connections to service
  • Consistency
  • Lack of Georouting / Geolocation
  • Real time
  • Tracking volume
  • Accessibility
  • Implementation Science
  • Repeat calls
  • Proof of concept
  • Tracking volume
  • Regional comparisons


  • Lindsey LaPointe: The LGBTQI line, can you give us a 30 second primer on what that is?
    • Lee Ann Reinert: Starting in the summer Vibrant did a pilot dedicated line for folks that identify as LGBTQIA. Callers were routed to a Center that specialized in that population. It was very well received, and they have created it as an option now. The caller is able to choose that option if they want. The automated system offers the option to every single caller.
  • Hugh Brady: Is there data that shows what percentage or number of calls are answered by a local center? Or are they routed anywhere in the state that's open?
    • Lee Ann: The calls are first routed to the Center in the area code they are calling from. If the local center is not able to take the call, they get routed to a state center. 19 % of the calls in July 2022 were answered out of state. We get very high-level reports from Vibrant. We see the overall answer rate for each of the call centers, so we know how often the call center was able to answer the calls sent to them and how often the call flows out.

What should be included and prioritized in the Action Plan? What measures are most important for management, improvement, and evaluation? What systems do we need to collect, analyze, and report on these metrics?

  • David T Jones: As we think about 988, I think about the broader crisis continuum. The complexity of the circumstances requires we think about this in the most coordinated and integrated fashion. We want to think about, in terms of accessing care, as more than beds. While I think bed availability is important, and having the technology that lets us know which beds are available or open. We also want to have an involved crisis continuum movement. I would encourage us to also allude to ALL of the components are explicitly connected.
  • Kevin Richardson: That also requires 911, police, as well. They are an inevitable part of this system. We all have the same goals; we want people to get the help they need quickly. There's a lot of territorialness going on, but I think there needs to be a lot of humility in what we provide, how the system is changing, and providing some grace for the huge change that is going to take the next several years.
  • Stephanie Frank: I think we could expand outcomes to relate to something related to substance use disorder. For example, you may connect someone to medication for their substance use disorder. I think we can create more outcomes. SUPR would be glad to work with you on coming up with some other outcomes there.
  • David Albert - If we do track how often either we know or suspect that substances are playing a role in a call, I think that would be interesting information to have. What percentage of time are callers under the influence? And how do we approach that?
  • Lori Carnahan: As a 988 and 590 provider, our call takers are in three separate systems. Really looking at systemwide how does that work together? How does that work together in one organization and then how do we connect it to the larger system? There are many, many pieces we need to connect and streamline across many systems.
  • David T Jones: As we think about housing, employment, nutrition, financial literacy. I think the point Lori just made about connect ability is important. If we can connect someone with the social services they need as well, addressing root causes and social determinants of health, it will be beneficial.
  • Stephanie Frank: It's my understanding the MCRTs are equipped with Narcan. We can provide training and free Narcan. Most, if not all, should be equipped with Narcan.
  • Kevin Richardson: Another thing to consider is simply the people who are calling. I know firsthand there are individuals who know if they are calling and the ultimate goal is to get them connected to other things, it's going to turn them away from calling. I want to emphasize the importance of autonomy for the caller. We shouldn't discount what the caller chooses to do.

What issues regarding Metrics and Evaluation should be considered for inclusion in the workgroup action plan?

  • Confidentiality
  • Obfuscation, usefulness
  • Caller experience
  • Technology
  • Uniformity among centers
  • Availability, reliability, confidentiality
  • Outcomes
  • Caller experience / outcomes

Next Meeting:

November 9th, Oversight and Sustainability

Public Comment:

  • Dana Craig: I work for IDHHC. I want to share and have some things for you to consider. I think the data collection needs to include Deaf. We have a naturally deaf Videophone or 988. It's important to have all of this with LGBTQ, Veterans, etc. When someone calls the national video phone, we will capture that data. The second point is, I wasn't able to be part of the October 5th meeting, but I saw it was brought up that 911 should be picking up 988 responsibilities to collect data. If 911 gets a call and there's obvious use of American Sign Language, that information needs to be passed off from 911 to 988 or any other first responders. A lot of these staff know and are prepared to encounter people who are deaf. The MCRTs have already been trained on that. The committee also needs to be aware that deaf people often have a different number. They will have a number for their video phone and cell phone. So, if I don't have access to my video phone, I might be texting and if we get disconnected and they call back it won't work the same. You need to text back.
  • Lindsey LaPointe: If we are at all measuring public knowledge of 988, what is the percentage of people that know 988 is a resource? To what extent the 988 system, which of course won't be fully built out yet, to what extent is what we are doing at the state connected to the burgeoning system in the City of Chicago?
    • Lorrie Jones: We are working directly with the city on mobile crisis response so as to make it connect with the legislation. We are all looking at alternative response systems. And what we are working on is the alternative response recommended in CESSA. The City has taken some additional steps. This is really about the Regional work. We are bringing together the leaders of the Regions monthly, and the City of Chicago is Region 11.


Meeting adjourned by David Albert at 4:00 PM. No contest.