Specifications include, but are not limited to: COORDINATION AND INTEGRATION • Establish formal relationships with current and future DMHAS-contracted 988 Lifeline centers in New Jersey. This will allow for coordination of operations and of the network of 988 Lifeline providers. • Provide Technical Assistance to DMHAS-contracted centers on matters including but not limited to: data collection and management, and use of Resource and Referral Database. • Require, review and monitor a plan of correction from any contracted call center that falls under the set threshold for the performance measures • Establish and maintain affiliation agreements (MOUs/MOAs, etc.) with Centers that are not DMHAS-contracted. Agreements should include a requirement for centers to provide data in compliance with DMHAS, DHS, SAMHSA, Vibrant as detailed below, and other entities as deemed necessary. • Facilitate regularly scheduled meetings and ongoing communication with DMHAS-contracted and non-contracted Centers, and additional meetings with Centers as needed. • Consult with Centers about building infrastructure and capacity to respond to projected 988 contact volume. • Provide reports to and/or attend occasional meetings as required by DMHAS (e.g. Systems Review Committee (SRC), Mental Health Boards, Behavioral Health Planning Council, etc.) • Ensure that Lifeline centers maintain operational, clinical, and performance standards established and regulated by DMHAS, SAMHSA and Vibrant; • Ensure and maintain 24/7/365 schedule for primary and backup coverage of calls for each county. Integrate any new Center(s) into the coverage map. • Ensure and maintain 24/7/365 schedule for primary and backup coverage of New Jersey-based chats and texts. • Establish and maintain procedural standards for follow-up contact to consumers by each of the Centers to meet Vibrant requirements. • Develop a plan for and oversee distribution of a survey to individuals that contact the 988 Suicide and Crisis Lifeline. The survey would be available through various formats, (i.e. text, email, etc.) and sent with the individual’s permission following their initial interaction with 988. • Develop and implement a plan for surge in calls, chats, texts following local or larger disaster/crisis (hurricane and/or flooding, celebrity suicide, financial market crash, etc.). • Serve as the New Jersey contact with Vibrant for integration of the Unified Platform. The Unified Platform will provide a mechanism for calls/chats/texts to be routed to 988 Lifeline crisis centers as well as for data collection and information management to be standardized. It is anticipated that the Unified Platform will be available in early 2023. • Collect, review and monitor Centers’ Continuity of Operations Plans (COOPs). • Assure adequate COOPs are in place for each center and alert DMHAS whenever a COOP is activated. • DATA COLLECTION AND REPORTING • Develop policies and procedures to assure that all centers collect and report data on performance measures identified by DMHAS, SAMHSA and Vibrant. o Educate and train call centers on data collection and reporting o Develop standards for data collection e.g. timeliness and completeness of data o Analyze data submitted and develop reports to DMHAS and crisis centers in an easy to read format o Report monthly to DMHAS any ongoing and unresolved problems with crisis center performance • Collect data from the provider network of crisis centers and deliver information to DMHAS, SAMHSA and Vibrant. Data requirements include but are not limited to: o Key Performance Indicators (KPIs) established by SAMHSA o Infrastructure, Prevention, and Promotion (IPP) indicators as established by SAMHSA. o Additional monthly data required by NJ DHS, DMHAS RESOURCE AND REFERRAL DATABASE • Establish and maintain, or procure and subcontract for, a statewide Resource and Referral Database software application/solution, to be identified and/or approved by DMHAS, that will be available to all Centers. Describe the process by which the database will be maintained, so that information is accurate. o The Database must include the following resources at a minimum: Mental Health (MH) and Substance Use Disorder (SUD) treatment programs, physical health services and social services Services for specialized and historically underserved populations o Whenever possible, share and coordinate information with existing services such as NJ 211, NJ MentalHealthCares, ReachNJ, PerformCare, Division of Developmental Disabilities, etc. o Maintain the IT platform that is easily updated and user friendly for Call Centers. o Develop and utilize mechanisms and timeframes to routinely assess the accuracy of the information in the database and make corrections as appropriate o Develop and utilize mechanisms and timeframes to identify and add new providers and those providers who drop out when notified o The successful applicant will provide details pertaining to the maintenance of the Database platform and assurance that resources will remain current. o The successful applicant will assertively and proactively monitor all referrals made to ensure the individuals are connected to needed services.
