Form Lifeline Key Metri Lifeline Key Metri Lifeline Key Metrics (Monthly)

988 Cooperative Agreements Monitoring Program

988 Lifeline Instrument 1 _ Monthly & Ad Hoc Lifeline Key Metrics 4.5.23

988 Lifeline Administrator

OMB: 0930-0394

Document [docx]
Download: docx | pdf

Instrument 1: Monthly and Ad Hoc Lifeline Key Metrics



  1. For each telephone hotline (i.e., 988, Lifeline 800-273-TALK, 800-SUICIDE, the Spanish hotline, DDH 800-985-5990 and back up networks):

    1. Daily and hourly call volume

    2. State from which call was received

    3. In-state answer rates

    4. Crisis centers to which calls were routed

    5. Wait times for calls to be answered

    6. Number of connected calls

    7. Number of dropped calls, i.e., call abandonment rates

    8. Average duration of calls

    9. Connectivity performance of each networked crisis center

    10. Unique callers

    11. Callers who were thinking about suicide

    12. Callers assessed to be at imminent risk for suicide

    13. Suicide attempts in progress

    14. Number of times when emergency rescue procedures were initiated

    15. Proportion of callers who felt the Lifeline call played a role in keeping them safe and not killing themselves

    16. Other measures as directed by the GPO.


  1. For online and mobile communication (chat/text):

    1. Answer rates

    2. Abandonment rates

    3. Wait times

    4. Chat and text volume

    5. Chat and text demands

    6. Average speed of answer

    7. Other measures as directed by the GPO.
















File Typeapplication/vnd.openxmlformats-officedocument.wordprocessingml.document
AuthorBroadus, Alicia (SAMHSA/OA)
File Modified0000-00-00
File Created2023-09-04

© 2024 OMB.report | Privacy Policy