Multiple Contracts Awarded as Part of Statewide Crisis Services Transformation
OAKTON, Va. (February 14, 2022)—PRS, a behavioral health nonprofit serving Northern Virginia, will now operate as the Regional Crisis Call Center for most of Virginia. Through its CrisisLink program, PRS has operated the mental health crisis hotline, textline and chat for Northern Virginia. The expansion is part of a state-wide transformation of crisis services to ensure a rapid response by those trained for these situations to increase the safety for community members facing behavioral health emergencies.
“To address the heightened demand for crisis services, the state and nation are consolidating and improving services through technology, training and increased collaboration. We are well positioned to adapt to the variety of upcoming changes while providing critical crisis services to more Virginians,” explained Joseph Getch, CEO, PRS. “Staffing our call center team is a top priority so that we can ensure trained crisis workers are always available to listen and connect those in need to available resources quickly and efficiently.”
Although PRS was already a provider of the National Suicide Prevention Lifeline (NSPL) in Virginia, PRS will now answer crisis calls in four of the five of the state’s health planning regions —specifically Regions 1, 2, 4, and 5. (See attached map for region breakout.) If someone in crisis reaches out, PRS trained crisis workers will evaluate their call, help deescalate the crisis when possible, and work collaboratively with Community Services Boards, private providers and 911 centers to connect individuals to appropriate services. This effort is an important integration of public and private resources to ensure those reaching out for help are receiving comprehensive crisis services regardless of where they live within the state.
The centralization of call centers and the National Suicide Prevention Lifeline is part of the state’s efforts to implement a complex system change to enhance the crisis system and add resources to serve those who need it most. In addition, the centralization addresses process enhancements related to the Marcus Alert—a statewide framework intended to improve the response to mental and behavioral health crises in Virginia, and the July 2022 adoption of the national 988 number, a new 3-digit phone number to connect people with suicide prevention and mental health crisis counselors. PRS met the criteria to implement 988 as a call center since it is already part of the NSPL network.
PRS’ CrisisLink program extends beyond Virginia into the national network of highly qualified providers. CrisisLink is a National Back Up Center and Core Chat Center which answers overflow calls and chats from around the nation. PRS works collaboratively with the NSPL network to help address the unmet need as the demand continues to grow for mental health supports, especially in the wake of the COVID pandemic.
In an average month, PRS receives about 11-12,000 calls, 4,500 of those from Northern Virginia and the rest from all over the nation, and more than 3,000 chats and texts. With the addition of most of Virginia, PRS expects call volume to grow significantly, particularly after the 988 number becomes operational. PRS’ CrisisLink call center operates with approximately 120 staff and 50-70 volunteers.
At the start of the pandemic, CrisisLink transitioned its team to a virtual workforce. Remote shifts are available around the clock, with the greatest need in the evening and overnight. Crisis workers receive more than 60 hours of extensive training and must be at least 21 years old. PRS has been recognized as a best place to work by the Washington Post and national The NonProfit Times. The nonprofit provides supported resources and training for continued learning and growth, a competitive industry-related salary, and an excellent benefits program.
About PRS, Inc.
PRS is a leading local nonprofit helping those living with serious mental health issues and anyone who faces life crises achieve independence and self-sufficiency. PRS provides people they serve with skill training and support to help them recover and rebuild their lives through programs such as: Recovery Academy Day Programs and Community Readiness Support Program, Community Support Services, Employment Services, Peer Support Services, Community Housing, Coordinated Specialty Care and CrisisLink—a 24/7 phone, text and chat hotline. www.prsinc.org. For 24/7 support from CrisisLink, call 1-800-273-TALK. For 24/7 chat support, visit https://suicidepreventionlifeline.org/chat/.
