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PATH Inc., 988, and 211

Kevin Richardson, CRS

Director of Call Center Operations, PATH Inc.

krichardson@pathcrisis.org

309-834-0541

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Objectives

#1. Understanding PATH Inc.’s history and role in the community.

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#2. Understanding 988, how the line can be reached, what it can do, and an idea of the changes that will bring to the national mental health system.

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#3. Understanding 211, how the line can be reached, what it can do, and an idea of how it is different from 988.

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PATH Inc.’s History and Role in the Community (Objective #1)

  • Founded in 1971 as a drug crisis line
  • Quickly transitioned to crisis and information & referral (I&R)
  • 24/7 phone support since inception
  • Accredited by the American Association of Suicidology (AAS) and the Alliance for Information and Referral Systems (AIRS)
  • Homeless services – Lead the 11-county continuum in Central IL
  • IL’s largest 211 provider (51 counties) – Handled just under 6,000 calls in Aug. 2022
  • IL’s largest 988 provider (statewide) – Handled over 12,000 calls in Aug. 2022
  • Adult Protective Services (APS) after-hours intake line for State of IL – Handled about 1,700 calls in Aug. 2022
  • Answer for several agencies after-hours – Handled over 300 calls in Aug. 2022
  • Call Center program alone handled just over 20,000 calls in Aug. 2022

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988 Updates (Objective #2)

  • 988 is NOT new
    • Previously known as the National Suicide Prevention Lifeline (800-273-TALK), started in 2005
    • New 3-digit number is just the first step of many to help develop a national crisis continuum over the next 5-10 years
  • 24/7 phone support, as well as text and chat options
    • Chat services can be reached here: https://988lifeline.org/chat/
  • Offers emotional support
  • Suicide safety planning
  • Connect with mobile crisis intervention (590) teams when needed and if they are available
  • Limit 911/emergency intervention, if at all possible, for behavioral health crises
  • More information on 988 nationally can be found here: https://988lifeline.org/current-events/the-lifeline-and-988/
  • The 988 system is fluid, and PATH Inc. is only a 3rd-party vendor of the service. All questions regarding policy, CESSA, and any other changes to the system as a whole should be directed to IL’s Division of Mental Health (DMH)

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Previously known as

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Understanding 211 (Objective #3)

  • 211 started in Atlanta, GA, in 1997
    • IL piloted 211 at PATH Inc. in 2008, starting with three counties including McLean
  • Information & Referral for human services
    • Food
    • Rent assistance
    • Utility assistance
    • Transportation
    • Minority services
    • Etc.
  • 24/7 phone support since inception, limited texting availability during business hours
  • Online database available for PATH Inc.’s service area: www.findhelp211.org
  • PATH Inc. is IL’s largest provider, but, just like 988, there are dozens of call centers nationwide that provide similar service to different areas
    • May not reach PATH Inc. if outside our service area

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211 vs. 988 Diagram.pdf

(Click link above)

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Thank You

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