CRMGTPV X005 - Strengthening Crisis Response Through 911 and 988 Interoperability

As communities strengthen their crisis response systems, interoperability between 9-1-1 and 9-8-8 is essential to ensure that people receive the most appropriate care. This training provides an in-depth examination of both systems, their roles within the crisis continuum and strategies for fostering effective collaboration. The training also describes best practices for developing policies, protocols and procedures for call transfers between the two systems. Drawing on Clear Pathways' work with 9-1-1 and 9-8-8 call centers in Ohio, participants will explore real-world examples and engage in activities to deepen their understanding of key concepts, common challenges and practical solutions related to 9-1-1 and 9-8-8 interoperability.

What You'll Learn

After completing this training, participants will be able to...

• Explain 9-1-1 and 9-8-8 interoperability in the context of the broader crisis system.
• Differentiate the roles, responsibilities and operational approaches of 9-1-1 and 9-8-8.
• Apply strategies to overcome common collaboration challenges.
• Plan for the development of call transfer policies, procedures and protocols using key considerations and approaches.
• Assess how data can be leveraged to support collaboration and drive continuous quality improvement.  

What You'll Earn

This training is approved for 3 CE clock hours for counselors, social workers, and marriage and family therapists, as well as substance use counselors in domain TR1 - treatment field related (renewals only) in the state of Ohio.

Additional Information

Development Date: June 2025 

Target Audience: 988 crisis call line staff and other human services professionals

Content Level: Beginner

Training Outline

• 9-1-1 and 9-8-8 in crisis systems; polling activity; fostering collaboration and mutual understanding
• Developing policies, protocols and procedures
• Transferring 9-1-1 calls to 9-8-8; data tracking and CQI

Presenters

Cal Jenkins, MS

Assistant Director of Research and Evaluation, Clear Pathways Initiative

Cal Jenkins, MS, is assistant director of research and evaluation for the Clear Pathways Initiative. In this role, she leads the Initiative’s 9-1-1 and 9-8-8 efforts. This includes conducting a 9-1-1 call system assessment, developing an interoperability strategy and directing the Crisis Response Pilot to test this strategy in Ohio communities. Jenkins collaborates with both subject matter experts and local partners to implement and evaluate the pilot. She presents this work to national audiences focused on improving crisis response. Prior to her work in Ohio, Jenkins acted as an assistant and coordinator at the Meadows Mental Health Policy Institute. She provided technical assistance for emergency room and jail diversion programs, including Texas’ first multidisciplinary response team. Jenkins holds a BA and MS in criminology from The University of Texas at Dallas, graduating magna cum laude. During her studies, she served as the president of both the Black Student Alliance and the Criminal Justice Honor Society. 

Robin Lindquist-Grantz, PhD, LISW-S

Senior Researcher, Mathematica

Continuing Education Approvals 

The Ohio State University College of Social Work provides approvals for continuing education for counselors, social workers, and marriage and family therapists that are accepted by the state of Ohio Counselor, Social Work, and Marriage and Family Therapist (CSWMFT) Board.

The Ohio State University College of Social Work has been approved by the Ohio Chemical Dependency Professionals (CDP) Board as a provider of Continuing Education, approval number: 50-24068.

Certificates & CE Reporting 

CE certificates will be available for download in your learner portal within 1 business day after submitting the evaluation survey.

Hours for those with Ohio licenses that are submitted with the evaluation survey will be reported to CE Broker every 14 days (twice per month). 

⚠️ Note: You may only complete this training once for CE credit. You may revisit the content, but only one certificate will be issued and credit will only be reported to CE Broker one time.

Cancellations, Refunds, Grievances, Accessibility Requests & Learning 

Please visit the Policies section of our website for more information on our processes for cancellations, refunds, grievances, training completions & certificates, participant conduct, and accessibility requests and learning accommodations. 

We strive to host inclusive, accessible events that enable all individuals, including individuals with disabilities, to engage fully. If you require an accommodation to participate in this training, please contact CSW Accessibility as early as possible and in advance of the training start date by email at csw-accessibility@osu.edu or call 614-688-1657. Requests received at least 14-days prior to the date you plan to begin a training will generally allow us to provide seamless access, but the College will make every effort to meet requests that we receive regardless of lead time. 

Contact Us

For questions about the enrollment process, payment options, technology, or training records, please submit an inquiry and our Enrollment Support team will assist you within 24 hours during business days.

Submit an enrollment inquiry

If you have any questions, concerns or feedback about the training content or delivery format, please contact the CSW Office of Continuing Education at cswce@osu.edu. For questions related to the training content, our office will facilitate communication with the training instructor on your behalf and connect you, if applicable. Presenter contact information will be provided within the training for questions, feedback, or comments. 

The Ohio State University, College of Social Work, Office of Continuing Education, 302 Stillman Hall, 1947 College Road, Columbus, OH, 43210.

Phone: (614) 292-3032

Email: cswce@osu.edu 

Website: csw.osu.edu/continuing-education/