Client
US Substance Abuse and Mental Health Administration (SAMHSA)
Goal
Prepare the Suicide & Crisis Lifeline for the transition from an unmemorable 1-800 number to a highly-promoted 3-digit dialing code.
Problem
How does a small-but-mighty life-saving service scale to a projected 50% increase?
 988 is working due to an unprecedented effort across government and non-profit agencies |
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Solution
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Analyze data, develop visualizations, and set benchmarks to track needed system improvements to the technology and workforce.
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Create a cross-government campaign to rapidly hire a skilled workforce across 200+ independent crisis centers.
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Identify areas for improving emergency response protocols and develop potential solutions.
Services Provided
Service & Systems Design, Data Visualization, Presenting to Executives and External Stakeholders, Policy Navigation, User Research, Project Management
Results
In February 2023 vs. February 2022, calls answered increased by 48%, chats answered increased by 247%, and texts answered increased by 1599%. The average speed to answer across all contacts decreased from 192 seconds to 35 seconds.
Check It Out
988 Lifeline Performance Metrics
Press