During Fiscal Year 2023, 211 Connecticut handled 168,657 crisis calls.
- The 211 CT Crisis Team takes crisis calls from several numbers – including 988/CT, the DMHAS Action Line, mobile crisis calls for youth and others.
- In the first full year of 988 service (July 2022 – June 2023), 211 Connecticut saw an 80% increase in calls to the National Suicide Prevention Line/CT as compared to the previous fiscal year. These calls are expected to increase further with the introduction of crisis texting and the roll-out of 988 on student IDs in FY24.
- In FY ’23, 89% of CT callers in crisis reported that their state of crisis diminished over the course of the call with the 211 CT Crisis Team.
- Less than 1% of CT callers required active rescue from emergency responders. The nationwide average is about 2%.
- Speed of answer is critically important for these calls: in June 2023, 211 CT crisis team answered 97% of 988 calls within 5 seconds. (Federal funding for 988 requires 95% of calls to be answered in 15 seconds.)
CT consistently ranks among the top five highest in-state answer rates in the nation for 988 call centers receiving at least 2,000 calls per month.
- If local centers don’t answer calls, they are redirected to out-of-state overflow facilities.
- In-state answer provides best service: national overflow facility counselors may not be familiar with local resources/able to assist callers with treatment referrals or extra assistance, which can be better provided by local crisis centers.
211 Connecticut received the American Association of Suicidology’s (AAS) single 2022 Crisis Center Excellence Award for the nation. (AAS serves as the accrediting body for crisis call centers.)
- UWCT has provided the National Suicide Prevention Line services for CT for many years, well before the roll-out of 988, in close partnership with the Department of Mental Health and Addiction Services (DMHAS) through state funding.
- We are pleased that – to date – our resources have been adequate to enable the high levels of service that we have provided.
- To prepare for the launch of 988 last year, 211 Connecticut increased staff by more than 30% to handle the increased volume.
- If volume continues to increase at current rates, an increased investment will be required to provide the same level of excellent service to Connecticut residents.
CT has a particularly effective crisis service systems thanks to years of system design work together with DMHAS and the Department of Children and Families (DCF) to simplify access to mobile crisis services for youth and adults.
- 211 Connecticut serves as the front door for mobile crisis, eliminating the need to memorize multiple phone numbers.
- Callers in crisis benefit from consistent triage, shared data collection and seamless connection to mobile clinicians 24/7.
- Connecticut has received inquiries from other states interested in this innovative service delivery model.
In addition to the telephone crisis intervention services provided by the 211– contact specialist, when appropriate, 211 CT offer callers referrals to community resources from 211 Connecticut’s community resource database.
- Our database is the state of Connecticut’s most comprehensive database of health and human resources.