Carson City, NV November 12, 2024
The Nevada Board of Examiners today approved a $49.7 million contract with Carelon Behavioral Health to open a new 988 Suicide & Crisis Lifeline call center in Southern Nevada. The new call center is expected to join the 988 network in approximately six months.
“Nevada continues to refine, expand, and improve our implementation of the 988 Suicide & Crisis Lifeline to support Nevadans,” said Governor Joe Lombardo. “Under this partnership, Nevada’s 988 Lifeline will be able to handle a much higher volume of callers and provide faster service. With help only a short call, text, or chat away, Nevadans who are struggling will have greater access to essential resources to support them when they need it the most.”
Nevadans statewide can reach the 988 Lifeline 24 hours a day, seven days a week by calling or texting 988 or through visiting 988Lifeline.org. Callers will be connected to a trained Crisis Counselor, who can help Nevadans with the daily stressors in their lives, de-escalate someone in crisis or even provide advice for how to help a friend, family member or loved one.
“At Carelon, we have a passion for providing effective crisis response partnerships and are thrilled to be helping support Nevada take this important next step,” Carelon Behavioral Health CEO Briana Duffy said. “We look forward to working with the Division of Public and Behavioral Health to develop 988 infrastructure that addresses the unique needs of the Silver State.”
The state is currently served by one call center: Crisis Support Services of Nevada (CSSNV), located in Reno. Carelon Behavioral Health will incorporate CSSNV into its operation, utilizing CSSNV’s historical knowledge as the second longest-running crisis call center in the country and establishing it as a member of Carelon’s national network.
Through the second call center, improved technology and multiregional administration, Carelon Behavioral Health projects that 95% of calls to Nevada’s 988 Lifeline will be answered within 20 seconds. As of September 2024, Nevada’s 988 Lifeline answered 76% of calls, with the remainder flowing to a national backup center.
“Since the launch of 988 two years ago, the Division of Public and Behavioral Health determined the best possible solution to increase the capacity of our Lifeline,” Crisis Response System Program Manager Rachel Isherwood said. “I’m confident that this partnership with Carelon is that solution, and I’m excited to see the real, positive impacts on the lives of Nevadans as we move forward and develop other new elements of our crisis response system.”
988 calls have been proven to successfully de-escalate most individuals who are experiencing thoughts of suicide without further intervention. According to Vibrant Emotional Health, the national administrator of the 988 Lifeline, less than 2% of calls to 988 required intervention from law enforcement.
“An increase in capacity to Nevada’s 988 Lifeline has huge, positive implications for Nevada’s behavioral health system,” said Laura Yanez, executive director of NAMI Western Nevada. “Phone lines are a critical tool to provide free support to individuals who are struggling with behavioral health or life stressors.”
Following the rollout with Carelon, 988 Crisis Counselors will be co-located with 911 dispatchers in both Clark and Washoe counties. This will allow 911 and 988 calls to be transferred between both services, so callers receive the best response for their individual need.
“Coordination between our 911 Communications Specialists and the Crisis Counselors improves efficiency to get the much-needed help to those experiencing behavioral health concerns,” said LVMPD Sheriff Kevin McMahill. “The collaboration is invaluable. 988 will change the course of behavioral health care, and its impact will be everlasting within our Las Vegas community.”
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