This was an EdD project that our group completed for CrisisLink, a locally-operated crisis center in Arlington, VA. The center operates a hotline, text line, and outbound reassurance program, which is designed to provide crisis de-escalation, suicide intervention, and connection to community resources services for all residents.

However, the call handle rate has consistently been below 70%, well below PRS CrisisLink’s goal of 90%. Our project aimed to improve this figure.