U.S. VIRGIN ISLANDS — A dedicated 988 Suicide & Crisis Lifeline call center for the U.S. Virgin Islands is now active, giving residents access to trained crisis counselors who can connect them with behavioral health and community resources in the Territory. The Virgin Islands Department of Health is also working with VITEMA and Protocall Services, Inc. to develop protocols that will coordinate 988 with the Territory’s 911 system when an emergency response is needed.

“When someone in the Virgin Islands reaches out to 988, we want our people to receive skilled crisis support and, when additional help is needed, to be connected to the appropriate services here in the Territory,” Health Commissioner Justa E. Encarnacion said. “This agreement is not the finish line; it is a bridge. Our long-term goal is a locally operated 988 Lifeline center, staffed by our own people.”

The new dedicated center went live at 9 a.m. Tuesday, September 8 — National 988 Day — and is accepting calls, texts and chats originating from the U.S. Virgin Islands. Protocall Services, one of the nation’s established behavioral health crisis-intervention providers, will operate the center under an agreement with VIDOH.

The 988 Suicide & Crisis Lifeline is a national three-digit service available 24 hours a day, seven days a week for people experiencing mental health, substance use or emotional distress. Residents may contact 988 for themselves or because they are concerned about someone else, and they do not have to be suicidal or experiencing an immediate emergency to seek help.

Until now, Virgin Islands calls, texts and chats to 988 were handled through the Lifeline’s national backup network rather than by a crisis center specifically assigned to serve the Territory. Under the new arrangement, Protocall is designated to serve Virgin Islands residents and maintain current information on behavioral health and community resources available locally.

“Previously, anyone calling 988 would reach the national backup system, which meant the counselor answering the call would not necessarily have knowledge of local resources,” Deputy Commissioner of Behavioral Health Renan Steele said. “The advantage of having a dedicated center is that the counselor can help connect residents with services available right here in the Virgin Islands.”

Since January, the national backup system has handled an average of approximately 70 calls per month from the U.S. Virgin Islands, according to Behavioral Health officials. VIDOH expects use of the service to increase as more residents become aware that 988 is available for a wide range of behavioral health concerns.

Under the agreement, counselors can help callers identify appropriate local services and, when a higher level of care is needed, facilitate a warm handoff by helping connect the individual directly to the appropriate provider or service rather than simply giving them another telephone number. With the individual’s consent, the center can also support follow-up and continuity of care.

The service is designed to be person-centered and culturally responsive, with language assistance available in English, Spanish and Haitian Creole. The agreement also includes continuity requirements to support service during hurricanes, power outages and other emergencies affecting the Territory.

988 and 911 Coordination Under Development

VIDOH, VITEMA and Protocall have also begun developing procedures to coordinate the new 988 center with the Territory’s 911 Public Safety Answering Points.

There may be situations in which a person contacting 988 requires an emergency response from police, fire or emergency medical services. First responders may also contact 988 when behavioral health expertise could assist with a situation.

VITEMA Director Daryl Jaschen said the agencies are working through when situations should be escalated, what information must be shared and how handoffs between 988 and 911 should occur.

“We are taking the time to establish, test and refine the process before describing the connection between 988 and 911 as fully operational,” Jaschen said. “988 and 911 serve different purposes, but both are critical parts of the Territory’s overall response system.”

Officials emphasized that many people who contact 988 will not require an emergency response. They may need counseling, assistance finding a local provider, support for a loved one or guidance on where to turn for help.

Residents should call or text 988 for mental health, substance use or emotional support. If there is an immediate threat to life or safety requiring police, fire or emergency medical services, residents should call 911.

Building Toward a Local 988 Center

While Protocall will operate the dedicated service, VIDOH’s long-term goal is to establish a locally operated 988 Lifeline center in the U.S. Virgin Islands.

As part of the agreement, Protocall will provide training and operational guidance to help the Territory build the workforce and infrastructure needed to eventually operate the service locally.

“This is not the end,” Steele said. “Our ultimate goal is a locally operated 988 Lifeline call center right here in the Territory, and Protocall will help us build toward that goal.”

Residents can call, text or chat 988 now for themselves or someone they are concerned about.

To read the full remarks, click the following link: Remarks | DOH Press Conference – 988 Suicide & Crisis Lifeline Call Center

Pictured Below: VITEMA Director Daryl Jaschen, VI Department of Health Deputy Commissioner for Behavioral Health, Renan Steele, and VI Commissioner of Health, Justa Encarnacion.

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