New protocol helps Vermonters in crisis reach mental health support faster
Vermont Business Magazine 911 call-takers have begun connecting Vermonters directly to trained mental health counselors. The new statewide 911-to-988 protocol makes it possible for 911 call-takers to transfer appropriate calls to the 988 Suicide and Crisis Lifeline, the national three-digit number for mental health and suicide crises.
The Vermont Department of Mental Health, the Vermont Department of Public Safety, the Vermont Enhanced 911 Board and stakeholders from the first responder community developed the 911 to 988 transfer protocol collaboratively.
Now, 911 call-takers can quickly connect people experiencing a mental health crisis to 988. The call-taker stays on the line until a 988 counselor joins. Once connected, 988 counselors provide crisis support. They also develop safety plans and link callers to local resources or emergency services if needed. Before this change, all 911 calls involving mental health needs were handled by EMS and/or police.
“We want 988 to be as well-known and trusted as 911 for anyone in need of mental health support,” said DMH Commissioner Emily Hawes, “When emergency and mental health responders work together, Vermonters in crisis can reach the right help without unnecessary hurdles”
The initiative began as a pilot at the Hartford and Westminster 911 call centers and has since expanded statewide. The first transfers under the new protocol happened in September.
“988 adds another tool to our toolbox, helping us match the right response to the person who needs it,” said Daniel Batsie, Deputy Commissioner of the Department of Public Safety.
Barb Neal, Executive Director of the Vermont Enhanced 911 Board, added that the new process “also allows 911 call-takers to focus on medical and public safety emergencies that need immediate attention.”
The Vermont Department of Mental Health, Department of Public Safety, and Enhanced 911 Board will regularly review call transfer data from Vermont’s 988 centers and meet monthly to assess and refine the protocol as needed.
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