Case Study
Dialing Hope: The Impact of CIRCE on 988 Crisis Lifeline Management in San Francisco
CIRCE partnered with Felton Institute’s San Francisco Suicide Prevention to address the needs of their Suicide and Crisis Hotlines, including the initial launch of SAMHSA’s national 988 Suicide Crisis Lifeline. Our ongoing collaboration has resulted in a robust call management system, streamlining process efficiency and data handling.
Details
Organization Name:
San Francisco Suicide Prevention (SFSP)
Website:
www.sfsuicide.org
About:
SFSP, the United States’ longest-operating community-based telephone crisis center, is renowned for its compassionate care and comprehensive programs. These include a 24/7/365 crisis hotline and text line, a local and national HIV Nightline, community outreach and education, grief support, and intervention services for individuals encountering mental health crises.
Case Study
Dialing Hope: The Impact of CIRCE on 988 Crisis Lifeline Management in San Francisco
CIRCE partnered with Felton Institute’s San Francisco Suicide Prevention to address the needs of their Suicide and Crisis Hotlines, including the initial launch of SAMHSA’s national 988 Suicide Crisis Lifeline. Our ongoing collaboration has resulted in a robust call management system, streamlining process efficiency and data handling.
Details
Organization Name:
San Francisco Suicide Prevention (SFSP)
Website:
www.sfsuicide.org
About:
SFSP, the United States’ longest-operating community-based telephone crisis center, is renowned for its compassionate care and comprehensive programs. These include a 24/7/365 crisis hotline and text line, a local and national HIV Nightline, community outreach and education, grief support, and intervention services for individuals encountering mental health crises.
Analyzing the Problem
Recognizing the rising demand for services and the need for enhanced call and data management, San Francisco Suicide Prevention (SFSP) sought a solution to optimize operations and support its dedicated staff and volunteers.
Collaboration and Solution Design
CIRCE collaborated with SFSP to analyze the challenges of a Suicide and Crisis Hotline with a custom solution tailored to meet their needs. With over approximately 5,000 monthly calls, and operating 24/7, 365 days a year SFSP faced the urgent task of responding to the community’s mental health crisis needs effectively.
To meet this challenge, the primary objectives were clear: SFSP required an upgraded call, data management and reporting system, a connected communication platform, a lightning-fast and secure database to ensure both security and easy remote access, and a low-cost staff and volunteer management system.
Client Testimonial
“What I’ve found really helpful with CIRCE, particularly when I’m working with callers on the hotline, is being able to type a couple keywords in and find relevant information, so I know generally what our caller’s presentation is and how to best support them.”
Custom Solution Implementation
CIRCE implemented a tailor-made call management system, leveraging Salesforce and Zoom to provide a user-friendly interface for all staff and volunteers. This integration enabled seamless staff and volunteer sign-on, shift management scheduling, and automated account activation while enhancing security protocols to facilitate an innovative, integrated hybrid workforce.
Key Achievements:
- Enhanced call data management and reporting for better insights.
- Strengthened security measures, allowing staff and volunteers to work remotely while ensuring data integrity.
- Integrative volunteer onboarding process from initial engagement through the collaborative training experience.
- Streamlined staff and volunteer scheduling management procedures with automated notifications.
Outcomes and Impact
By leveraging CIRCE’s innovative technology, SFSP now operates with greater efficiency and effectiveness, supporting its mission to provide essential support and resources to individuals in crisis.
Key Features Implemented
- Multiple call queues
- Comprehensive caller profiles
- Queue and task assignment management
- Interactive supervision for high-risk calls
- Streamlined call review with internal messaging
- Improved shift management and scheduling
- Text alerts for upcoming shifts
- Enhanced security measures and access control
The Results
Our ongoing collaboration with SFSP showcases the transformative impact of innovation in crisis intervention.
With a tailored call management system, SFSP strengthens its ability to provide timely and effective support to individuals in crisis, promoting mental wellness and resilience in the community.
Partnering with CIRCE for Tailored Call Center Solutions
By embracing innovation and collaboration, organizations like SFSP can more effectively fulfill their mission of providing vital support and resources to address the mental health needs of their callers.
With CIRCE you too can streamline your operations, enhance volunteer coordination, and provide timely support to those in need. Reach out to us to start optimizing your crisis hotline call center management today and amplify your impact in the community.
Contact Us to Get Started
Let’s connect and explore how we can customize our solutions to meet your specific needs.