988 California
The California 988 Lifeline centers provide compassionate care. We work with the help seeker to assess levels of risk, including if there is a medical emergency present or if there is an imminent risk of homicide or suicide. Together with the individual, the 988 counselors and volunteers work to de-escalate the crisis and co-develop safety plans designed to provide stabilization and reduce future crises or risk. We can also offer additional referral support when desired. When necessary, and usually with the full consent of the individual, engaging mobile crisis services, referral to crisis stabilization or substance abuse support services. If the individual agrees to it, free, short term follow-up calls can help ensure the individual is safe in the days and weeks to come.
988 California Metrics 2023
342,394
Total Routed Calls
85%
Average Answer Rate
34 sec
Average Answer Speed
12 min
Average Call Length
The 988 Suicide & Crisis Lifeline tracks performance metrics like call volumes, response times, and outcomes while ensuring privacy and HIPAA compliance. Non-identifiable data is collected to evaluate service reach and effectiveness without compromising caller confidentiality. These metrics are analyzed and reported to stakeholders to improve service quality and maintain transparency.
988 California Executive Team
Narges Dillon
988 California President,
Crisis Support Services of Alameda County
Narges Zohoury Dillon, LMFT is a Licensed Marriage and Family Therapist and the Executive Director of Crisis Support Services of Alameda County (CSS). Her career started as a case manager in 2006 and has been focused on reducing barriers to access for communities that have been historically underserved or inappropriately served by the mental health system. Narges gravitated to suicide prevention as a clinician because of personal losses she has experienced and believes strongly in the stigma reduction power of openly talking about the topic. At CSS, CSS, Narges has worked to expand non-English services at the agency and is also dedicated to using data to advocate for a stronger crisis continuum that is not reliant on law enforcement. Prior to joining CSS in 2019, Narges was a Department Director at StarVista, where she oversaw the Crisis Intervention and Suicide Prevention Program.
Christie Gonzalez
988 California Vice President,
WellSpace Health
Christie Gonzales, MPA, is WellSpace Health's Chief Operations Officer and has been with the organization for 20 years. Christie earned her BA in Social Sciences from San Jose State University, and her Masters in Public Administration from American Public University with an emphasis on Public Health. In her tenure, Christie has worked to complement the full scope FQHC operations that WellSpace Health offers by integrating the 988 Suicide and Crisis Lifeline, the full service Co-Occurring Continuum of substance use disorder treatment services, and the many case management support teams. Her focus as Chief Program Officer has been to operationalize California's CalAIM efforts as the region's recuperative care and sobering center operator. Christie is a strong proponent of SAMHSA's best practice of "someone to call, someone to respond, and somewhere safe to go" and feels that the 988 CA Consortium will play a key role in legislative and policy advocacy in the next few years. Christie's passion for creating and implementing programs that focus on the underserved in the community gives her purpose.
Matthew Taylor
988 California Executive Vice President, Didi Hirsch
Matt Taylor serves as Senior Director of Crisis Line Operations at Didi Hirsch Mental Health Services in Los Angeles - one of the largest 988 Suicide and Crisis Lifeline centers in the country. Prior to this role, he was Senior Director of Network Engagement at Vibrant Emotional Health, the national administrator of the 988 Lifeline. Before his affiliation with 988, Mr. Taylor was Executive Director of Forefront at The University of Washington’s School of Social Work and Associate Director of the Institute for Educational Research at the University of Montana. In the latter capacity he was a frequent trainer and consultant for the U.S. Department of Education’s Office of Safe and Health Students due to his role as Director of the Montana Safe Schools Center and affiliation with the National Native Children’s Trauma Center.
Taylor Coutts
988 California Executive Secretary,
Felton's San Mateo Suicide Prevention (SMSP)
Taylor Coutts, ASW, is an Associate Clinical Social Worker and Program Director at San Mateo Suicide Prevention. Taylor has provided direct service and leadership in non-profits for over 11 years and has served on four crisis hotlines serving those impacted by sexual violence, intimate partner violence, crisis and suicidality. Utilizing her executive and organizational skills, Taylor has implemented strong documented processes and revitalized robust trainings at her center. Her goals while at San Mateo Suicide Prevention have been to increase quality assurance, streamline operational procedures, and to cultivate a collaborative trauma informed workplace. She currently sits on numerous county initiatives such as San Mateo County’s Death Advisory Teams and co-chairs the San Mateo County’s Suicide Prevention Committee. Coming from one of the smallest 988 teams in the consortium, Taylor feels strongly about serving as a voice for smaller 988 centers and advocating for a unified voice for California crisis counselors. In addition, Taylor comes to this work with lived experience with mental health challenges and is a proud kinship and foster parent as well as a military spouse.
