The Road to 988/911 Interoperability: Three Case Studies on Call Transfer, Colocation, and Community Response

Area of Science:

• Public Health
• Mental Health Services
• Emergency Response Systems

Background:

• The 988 Suicide and Crisis Lifeline aims to improve mental health care and reduce the criminalization of mental illness.
• The transition to 988 has highlighted challenges in integrating with existing emergency services, particularly 911, which often handles mental health crises despite limited resources.
• Interoperability between 988 and 911 is crucial for effective crisis management.

Purpose of the Study:

• To examine models of 988/911 interoperability in three different jurisdictions.
• To detail the operational aspects of these interoperability models, including agency roles and communication points.
• To identify facilitators, barriers, and equity considerations in implementing 988/911 integration.

Main Methods:

• Case study analysis of three jurisdictions with established 988/911 interoperability.
• Detailed examination of protocols, procedures, and agreements for call transfer between 988 and 911.
• Analysis of agency roles, communication pathways, and decision-making processes within each model.

Main Results:

• Each jurisdiction presented a unique model for 988/911 interoperability, with varying degrees of success.
• Key facilitators included clear protocols and strong interagency collaboration, while barriers involved technological limitations and funding.
• Equity considerations highlighted the need for culturally competent crisis response and equitable resource allocation.

Conclusions:

• Effective 988/911 interoperability requires tailored strategies addressing local needs and resources.
• Addressing identified barriers and promoting equity are essential for successful implementation.
• Lessons learned from these case studies can guide other jurisdictions in developing their own interoperability models.