CESSA - Region 3 Committee Meeting Approved Minutes 01/21/2025

Community Emergency Services and Support Act (CESSA) Region 3 Advisory Committee

Meeting Minutes - January 21, 2025 - 8:30-10:00 via Teams

Meeting Minutes - Approved by Members 03/18/2025

Call to Order/Introductions

  • Emily Legner called the meeting to order at 8:30 am.
  • Member Attendees: Emily Legner, Devron Ohrn, Kristen Chiaro, John Simon, Sara Rolando, Jessica Douglas, Chris Mueller, Mark Schmitz, Kasey Kendall, Trenda Hedges
  • Members Absent: Daniel Huff, Rikki McMasters, Kim Curl (membership pending)
  • State representatives: Brenda Hampton, Jessica Atassi
  • Public Attendees: Lauren Yoggerst, Erin Condon, Angela Catalano

Open Meetings Act

  • Open Meetings Act site at the Office of the Illinois Attorney General
  • Meetings are recorded. You may choose to turn off your camera.
  • Minutes will be posted at the Illinois Department of Human Services Division of Mental Health on the Open Meetings page.
  • Minutes will be posted after they have been approved at the following RAC meeting.
  • Please remain on mute during the meeting unless you want to have discussion. If you would like to speak, please raise your hand to get the presenters attention.
  • Only appointed members may contribute to the discussion at any point during the meeting. Members of the public will be able to speak during the "Public Comment" session of the meeting.

Approval of Minutes

  • November meeting minutes were unanimously approved.

State Updates

  • J. Atassi: The Powerphone/Total response Pilot is scheduled to start Jan 29. It will include 10 PSAPS. It will be starting with level one risk level calls being transferred to 988. Region 3 has 1 PSAP involved- Christian/Shelby Co. For MCRT, Memorial Behavioral Health and Lifelinks will be responding.
  • Priority Dispatch Pilot- Still determining which PSAPS will participate. Pilots will likely begin in late March, with the pre-test beginning in February.

988 Call Center Data

  • The answer rate has improved to just over 90% in October 2024.
  • Abandoned at Center calls have decreased from 1260 to 977 in October 2024. These are calls that the caller hangs up before 988 can answer the call. Possible explanations could be the caller changes their mind, gets distracted or doesn't want to wait any longer on the line.
  • Flowout from Center are the number of calls that come to a 988 answering point and then they move to the next answering point. The call flows to the backup 988 center.
  • Average Time to Answer is 20 seconds in October 2024.
  • Average Talk Time is just over 14 minutes in October 2024.
  • J. Simon asks why is there is such a drastic drop in flowout from center from September to October? E. Legner responds that it could have been a result of the transition from Pathways being the backup call center to Centerstone. B. Hampton states the transition occurred in July, so she is unsure if that is the cause of the drop. E. Legner states she can check with the 988 consultant to see if they have an explanation and present that at the next meeting. M. Schmitz asks when geo-routing by county started. B. Hampton states it was around September. B. Hampton explains what the geo-routing process is. J. Atassi states the state is still waiting for AT&T to switch to this process, so the full capacity of geo-routing is not yet available.
  • B. Hampton clarifies, in regard to the effects of the calls to 988 based on the pilot, the only 988 vendor that is involved in the pilot is Centerstone. There won't be an impact on 988 at large.

Subregional Committee Updates

  • E. Legner: Will need to start compiling names for SRCs. SRCs will not need to comply with OMA. SRCs will need to be convened by a RAC majority vote. The SRCs also may not include more than 3 RAC members as you'd then need to comply with OMA.
    • E. Legner asks B. Hampton for clarification of quorum rule. If three members of the RAC attend a SRC meeting, but are not members, would OMA apply? J. Attassi thinks this is the case. Quorum for RAC 3 is 8, so majority of a quorum would actually be 4, possibly 5. J. Atassi will check and get back to Legner.
  • E. Legner: Please try to think about what people in what areas would make sense being on the same SRCs. Ideally we are looking for "champions" in your area, people that will be good advocates of this work. Generally, the areas where the pilots will be beginning should have SRCs identified first. There will need to be one organized for Sangamon and Morgan very soon, as they will have the next pilot.
    • Sangamon/Morgan: Chris, Emily, Kristen, Trenda, Sara, Rikki
    • Adams/Pike: John, Mark, Jessica, Kasey-J. Simon feels this would be an appropriate grouping based on how services are provided. Probably would also need to include Brown County, as behavioral health covers all.
    • Other areas that could be grouped together?
  • Christian Co SRC has been organized. Kim Curl will serve as chair. E. Legner asks for vote: Motion passes by unanimous consent.

Pretest Updates

  • E. Legner: Pre-tests were completed in mid-October. The results were presented to SAC, PSTSC, and RACs. Based on the findings there were recommendations given and eventually approved for operation. Various issues reported include:
    • Use of Protocols: Differences between PSAPs in how they were using protocols- some weren't pulling up the protocols. There was variance reported in when protocols were initiated, at the beginning of the call or later. There were differences reported in how "Third party" and "Welfare check" protocols were being used.
    • PSAP Operations: PowerPhone protocols are not uniformly being used. Not all PSAPs want to participate in CESSA.
    • Training: PSAPs didn't like the long trainings, would like more to the point trainings. Also would like more scenarios to help train the calls. Felt unclear on how effective the trainings were.
    • Data Collection and Referral: There were fewer mental health calls than anticipated based on national benchmarks and data. Most calls identified as mental health were determined to be calls that had to be ruled out and couldn't be transferred. It was very difficult for the administrator of the PSAP to dig into these calls and determine if they really could have been identified as appropriate or not.
    • Organizational Change/Cultural Change Issues: 911 has been operating the way they operate for years and years. So to make this large shift in how things are operating will take time. Transition and change take time for people to accept and implement. There is an overall lack of information and knowledge about 988. There needs to be more outreach and education to the community.

Pilot Updates

  • Pilot is scheduled to start 1/29 in Christian Co. All the installations have been completed at this point, at least in Christian County.
  • Trainings are being completed with staff at MCRTs and PSAPs.
  • Pilots will run for 3 months.
  • Priority Dispatch Pilot sites have been identified. Pre-tests are expected to begin no later than January/February 2025, with pilots starting shortly thereafter.
    • Region 3 will be Sangamon County and Morgan County, both are covered by Memorial Behavioral Health MCRT.
  • APCO Pilot sites have also been identified. They are in the process of finalizing recommendations for modified protocols. Pre-tests are expected to start in February, followed by the 3-month pilots.
    • None are identified for Region 3.
  • Protocols that have been updated and will be included in the pilot: Mental Health, Public Disturbance, Welfare Check, Suspicious Person, Abandoned Person, Suicidal Attempt (new).
    • Public Indecency and Trespass were also updated but will not be included in the pilot as these types of calls do not meet the criteria for Level 1 on the risk matrix (IRLM).
    • A new question was added to the Protocols: "Is the person behaving in an unusual manner?" This could be very subjective, but the protocol made it fairly standardized. If there is positive response to any of the rule out questions, the call won't be eligible for transfer to 988.
  • PowerPhone has incorporated guidance developed by the Crisis Hub for the telecommunicators that give examples of unusual behavior.
  • The Crisis Hub has also developed guidance with examples that can be used by PSAP administrators for training of telecommunicators.
    • An alert was also added to three protocols: Domestic Disturbance, Elevator Rescue and Criminal Damage. Alerts will suggest to the operator that there could be a behavioral health component to the caller's complaint. If the operator feels it could be a co-occurring complaint, a co-response could be recommended if that is possible within the PSAP coverage area.
    • Rule outs include incidents in which there is active use of weapons, life threatening medical issues and safety issues. Certain criminal activities will also not be transferred to 988 for a community response.
  • Evaluation of the pilot: Data will be collected by each PSAP, MCRTs and Centerstone 988. Data will be collected for each call. It will be submitted bi-weekly to the Crisis Hub and DMH. There will also be bi-weekly meetings to address any issues and troubleshoot resolutions.
  • Next Steps: There is a Pilot kick-off meeting on 1/28/25. With the Pilot scheduled to start the next day, 1/29/25. E. Legner states she believes we are as prepared as we can be at this point to start. There will be meeting in February with Priority Dispatch and APCO PSAP administrators.
    • M. Schmitz- Transitions of Schuyler Co started out in the pilot, but b/c of a technical issue they will not be able to participate. The PSAP did not have the infrastructure to upload the protocol software.
    • E. Legner- Continue with SRC roll-out by March 2025. Legner will send out the list of SRC participants, FAQ and Legislation Amendment.
  • M. Schmitz- Are MCRTs not supposed to be on the SRCs? Legner responds they are not listed, but will consider them as advocates, as it will be important for them to be aware.
    • E. Legner- We will need to have additional summits and townhall meetings, specifically in Sangamon County. Legner asks for help in other areas with these meetings as it would be most appropriate for local leaders to organize and execute. Legner is happy to help in any way and can attend.
    • E. Legner- PowerPhone Pilot sites need to have training completed by 1/31/25. B. Hampton states Priority Dispatch trainings for MCRTs are not due until 2/28.

Discussion:

  • E. Legner: Goal #3- Stakeholder groups understand the purpose of CESSA, what crisis response services are available and how to access them. How can we help accomplish this? How can we help our stakeholders and communities understand what is CESSA and how to use it? Do you think your community understands CESSA?
    • K. Chiaro- Chatham understands CESSA. Went to the board to discuss and educate. Following an event in Chatham with an officer involved shooting, Chatham PD Chief began asking for additional training. When CESSA passed the PD Chief became very involved, which allowed the department to continue to have training and spread the word about the CESSA change. Legner states K. Chiaro was instrumental in helping that community understand and bringing it to their board. Chatham has two strong community members: Chiaro and Chief Foley. We need to find those individuals in all communities that are passionate and want to see change.
    • E. Legner feels Sangamon County seems to be well informed about the crisis services available, not necessarily what CESSA is.
    • K. Chiaro- There is some confusion among the community in understanding how CESSA relates to and is different from other services and crisis services specifically. Attending the local board meetings is very helpful in increasing understanding of CESSA.
  • E. Legner states one way RAC can help to spread the word is to start in those community meetings. D. Ohrn indicates that he does attend local board meetings in his community.
  • K. Chiaro states it should be fairly easy to reach out to the board members or village president to get on the agenda. Also can add their name to the public comment section and have 5 minutes during those meetings.
  • C. Mueller- Sangamon County has additional considerations through the Massey Commission. States he has spoken to the Massey Commission and helped to provide more education on CESSA. Stressing that CESSA has existed before these events and it is not reactionary. K. Chiaro points out attending the Massey Commission meetings could be an additional way to reach more of the public to inform about CESSA.
  • E. Legner asks for any other ways RAC members can help with this education? K. Chiaro states press is not a bad idea, SJ-R or local newspapers. If this is announced through the media in a positive light it would help with the community's understanding. Chiaro notes we need standardized messaging to release. C. Mueller also points out the messaging needs to be clear and substantive. States he has been contacted for comment on CESSA, but struggles to have specifics to tell them about a start date, etc. E. Legner asks B. Hampton/J. Atassi if DMH has identified a communication strategy. B. Hampton states right now DMH does not have a standard message, states they can take this back to DMH to ask for clear guidance on what can be publicly released. This is an issue that permeates throughout all the RACs. Hampton asks that Legner add this need for standardized messaging to the monthly report that is completed. K. Chiaro asks if there any social media pages for CESSA. This would help with more engagement from the public. B. Hampton states there are things posted on the DMH website, but there is not a social media page. Chiaro states there should be a more simplified way to find the information. Then as someone is more interested they can seek out more in depth information. M. Schmitz states the subregional committees will also help to expand that knowledge and include many more agencies and services in the local areas. Some of the information is very technical, which is not the most important information about CESSA that individual providers need to know. T. Hedges asks if local community mental health centers still have consumer advisory boards or lived experience boards. These are boards made up of individuals with lived experience who are receiving services with the mental health center. If those are still in existence they would be a good place to start to give information to those who would likely be most affected by CESSA and other crisis services. E. Legner is not aware of these boards currently in existence, at least at Memorial Behavioral Health.
  • E. Legner asks how to identify what ways we're making progress. If there are less 911 mental health calls and more 988 calls that would seem to be evidence of progress. Also tracking if there is an increase in MCRT calls. The data that's being tracked for this Pilot will tell us some of this information.

Questions from the Committee:

  • None

Next Meeting on March 18, 2025 at 8:30am.

Public Comment

  • None

Adjournment

  • K. Chiaro motioned to adjourn, M. Schmitz second. Meeting adjourned at 9:42 am with unanimous approval.