Develops protocols that designated hotline centers play calming music while callers are on hold, regular "comfort" messages, and if necessary, the hotline center shall provide additional messaging to encourage the caller to stay on the line.
NEW YORK STATE ASSEMBLY MEMORANDUM IN SUPPORT OF LEGISLATION submitted in accordance with Assembly Rule III, Sec 1(f)
BILL NUMBER: A10099A
SPONSOR: Buttenschon TITLE OF BILL:
An act to amend the mental hygiene law, in relation to establishing the
"Mariah N. Lacey-Reid Law" which aids designated hotline centers in
developing protocols for terminating calls to the suicide prevention and
behavioral health crisis hotline
PURPOSE OR GENERAL IDEA OF BILL:
To promote quality performance and connection to the suicide prevention
and behavioral health crisis hotline.
SUMMARY OF PROVISIONS:
Section 1 sets forth the title. Section 2 amends section 36.03 of the
mental hygiene law by adding a new subdivision (g). Section 3 estab-
lished the effective date.
DIFFERENCE BETWEEN ORIGINAL AND AMENDED VERSION (IF APPLICABLE):
In accordance with 988 best practices and national standards, require a
designated hotline center to develop protocols for terminating a call,
use calming music and "comforting" messages if a caller is placed on
hold, and if necessary, the hotline center would be required to provide
additional messaging to encourage the caller to say on the line.
JUSTIFICATION:
When individuals choose to dial 988 in a time of crisis, they should
never be hung up on. In a time of extreme vulnerability and seeking
support, individuals need to know that they will receive the help they
rightfully deserve, without the possibility that they will be hung up
on. There should never be a circumstance where a crisis hotline termi-
nates a call because they are "too busy", such as in the devasting case
of Mariah Lacey-Reid. Mariah, an eighteen-year-old high school student,
called the suicide hotline in her time of crisis desperate for help,
only to be told by an operator the center was "too busy" and would "call
her back", however by the time the center responded to Mariah's call for
help it was too late. Mariah Lacey-Reid, a young student with years of
life ahead, made the tragic decision to end her life in early January
2024. There should never be a circumstance in which a metal health
crisis hotline operator terminates a person's call. Doing so not only
perpetuates an untrue notion that the individual on the other end of the
line is not worthy of the utmost attention but also places that individ-
ual's life at far greater and unnecessary risk. In order to prevent
these tragic instances such as Mariah's from impacting further New York
families we must resolve to prevent all hotline call terminations. If
there is ever a time when an operator is unavailable, the individual
should be placed on hold, with calming, comfort speech playing, not
disregarded, and told they will be called back. This legislation would
require that call made to the suicide prevention and behavioral crisis
hotline would be terminated in accordance 988 best practices and
national standards.
PRIOR LEGISLATIVE HISTORY:
New Bill
FISCAL IMPLICATIONS FOR STATE AND LOCAL GOVERNMENTS:
EFFECTIVE DATE:
Effective immediately
STATE OF NEW YORK
________________________________________________________________________
10099--A
IN ASSEMBLY
May 3, 2024
___________
Introduced by M. of A. BUTTENSCHON -- read once and referred to the
Committee on Mental Health -- committee discharged, bill amended,
ordered reprinted as amended and recommitted to said committee
AN ACT to amend the mental hygiene law, in relation to establishing the
"Mariah N. Lacey-Reid Law" which aids designated hotline centers in
developing protocols for terminating calls to the suicide prevention
and behavioral health crisis hotline
The People of the State of New York, represented in Senate and Assem-bly, do enact as follows:
1 Section 1. Short title. This act shall be known and cited as the
2 "Mariah N. Lacey-Reid Law".
3 § 2. Section 36.03 of the mental hygiene law is amended by adding a
4 new subdivision (g) to read as follows:
5 (g) In accordance with 988 best practices and national standards, a
6 designated hotline center shall promote quality performance and
7 connection to the suicide prevention and behavioral health crisis
8 hotline, that shall include but not limited to, developing protocols for
9 terminating a call with any person who calls a designated hotline
10 center, and if a caller is placed on hold, a designated hotline center
11 shall provide calming music, regular "comfort" messages, and if neces-
12 sary, the hotline center shall provide additional messaging to encourage
13 the caller to stay on the line.
14 § 3. This act shall take effect immediately.
EXPLANATION--Matter in italics (underscored) is new; matter in brackets
[] is old law to be omitted.
LBD15333-03-4
