Impact Metrics

Analysis Dates: October 1, 2024 - September 30, 2025

Description of Use

This document provides a summary of key metrics collected over the past four calendar quarters. Data is presented both as total annual values and broken down by individual quarters to support more granular trend analysis.

Cohorts analyzed here include:

  1. All clients served
  2. Those who complete intake
  3. Those in treatment
  4. Only those who are High and Moderate Risk

Each section includes a clear description of the cohort used in the analysis. It is critical to understand that all metrics reported are specific to the individuals included in the cohort for that section. Therefore, interpreting results accurately requires careful consideration of the cohort definition provided. Each section becomes for prohibitive in terms of individuals included.

The data and insights in this report may be used tasks such as:

  • Grant reporting
  • Funding applications
  • Marketing and outreach communications
Note: If using any data from the “Testimonials” or “Stories” sections, ensure that only content from individuals who have provided explicit written consent for publication or promotional use is included. Respect for privacy and confidentiality remains paramount throughout all reporting.

This document is intended to support transparent, data-informed decision-making and to communicate program impact with clarity and consistency.

Clients Served (Newly Established Clients)

This cohort includes all individuals who…..

  1. Submitted a help request
  2. Have a complete CSSRS
  3. Had a conversation with us either by phone or video, leading to Connection Outcome marked as “connected with client”

This definition was applied to ensure that only individuals meaningfully engaged in services were counted. The cohort includes all unique cases that met these criteria based on casenotes and request records.

Note: Some historical cases may not have a completed CSSRS screener due to changes in intake processes. Those individuals are still included if a risk level was recorded.

All metrics in this section are specific to the individuals defined above.

Volume By Quarter

Clients Served by Quarter
Quarter Help Requests Clients Served
2024-Q4 967 638
2025-Q1 1742 1238
2025-Q2 1551 1109
2025-Q3 1731 1221
Total 5991 4206

Volume By State

This section analyzes the geographic distribution of help requests to highlight alignment with national suicide risk data. Specifically, it:

  1. Calculates the number of unique individuals submitting a help request and the number of clients served (those which we connected with) from each U.S. state.
  2. Imports and processes VA-reported veteran suicide death data for all 50 states plus D.C. from 2020 to 2022.
  3. Computes the 3-year average number of veteran suicides per state.

Merges the two datasets to show:

  • Total help requests by state (Help Requests)
  • VA-reported average annual veteran suicide deaths (Avg. Annual Deaths)
  • A rank of states by suicide deaths, indicating priority risk areas

The resulting table highlights whether program outreach aligns with areas experiencing the highest burden of veteran suicides. This insight can inform outreach strategy, policy focus, and resource allocation.

Volume By Priority Level

The table below displays the distribution of clients served by priority level, broken down by calendar quarter in which the case was created. Each cell shows the number of clients in a given priority category, along with the percentage that group represents within the total for that quarter.

This breakdown helps illustrate how client risk levels have shifted over time and whether service delivery continues to prioritize individuals with higher levels of need.

Intakes Completed (Newly Established Clients)

This section presents a detailed profile of clients who completed an intake and were assessed for risk. Individuals are included if they engaged in an intake session (15 minutes or longer) and had a risk level formally assigned in any related interaction. This ensures the cohort represents individuals who meaningfully engaged in services and for whom relevant outcome tracking is appropriate.

All analyses in this section are restricted to clients with completed intakes, excluding those who declined services or were unreachable during the intake process. This filtering helps ensure comparability and consistency in reporting.

Inclusion Criteria: 1. Have a risk level present along with an intake case note 2. Have an intake session totaling more than 15 minutes in duration

Exclusion Criteria:

  1. Anyone who declined at intake and scheduling
  2. Based on status change reason (exclude as needed)

Client characteristics are summarized by calendar quarter in which the case was created, including:

  • Demographics such as age, gender, race/ethnicity, and branch of service
  • Socioeconomic indicators like income level and disability rating
  • Behavioral health and social indicators including mental and physical health issues, substance use, and housing instability
  • Clinical risk measures, such as presence of suicidal thoughts or current suicidal ideation

This demographic and risk-based segmentation provides essential context for interpreting service volume and impact across quarters.

Branch

Summary of Branch Elistment- Previous 4 Quarters
Category Frequency Percent
  1. Army
282 51.7
  1. Coast Guard
3 0.6
  1. Navy
98 18.0
  1. Air Force
53 9.7
  1. Marines
91 16.7
  1. Multiple Branches
17 3.1
Unknown Branch of Service 1 0.2

Suicide Specific Measures

Current Thoughts of Suicide - Previous 4 Quarters
Category Frequency Percent
No 533 97.8
Yes 12 2.2
Any Thoughts of Suicide - Previous 4 Quarters
Category Frequency Percent
No 382 70.1
Yes 163 29.9

Gender

Summary of Gender- Previous 4 Quarters
Category Frequency Percent
Man 408 74.9
Other 5 0.9
Unknown / Prefer Not to Say 5 0.9
Woman 127 23.3

Race

Summary of Race- Previous 4 Quarters
Category Frequency Percent
  1. Native American
5 0.9
  1. Asian American
8 1.5
  1. Black or African American
182 33.4
  1. Other or Mixed Race
54 9.9
  1. White or Caucasian
281 51.6
  1. Unknown / Prefer Not to Say
15 2.8

Ethnicity

Summary of Ethnicity- Previous 4 Quarters
Category Frequency Percent
Hispanic or Latino 63 11.6
Not Hispanic or Latino 449 82.4
Unknown / Prefer Not to Say 33 6.1

Age

Summary of Age- Previous 4 Quarters
Category Frequency Percent
18 to 24 Years 39 7.2
25 to 34 Years 119 21.8
35 to 44 Years 159 29.2
45 to 54 Years 106 19.4
55 to 64 Years 80 14.7
65+ Years 37 6.8
Unknown / Prefer Not to Say 5 0.9

Health Status

Summary of Disability Ranking- Previous 4 Quarters
Category Frequency Percent
  1. 70%-100% disability
240 44.0
  1. 30%-60% disability
57 10.5
  1. 10%-20% disability
33 6.1
  1. 0% disability
149 27.3
NA 66 12.1
Summary of Disability Ranking (50%+)- Previous 4 Quarters
Category Frequency Percent
No 206 37.8
Yes 273 50.1
NA 66 12.1
Summary of MH Issues- Previous 4 Quarters
Category Frequency Percent
No 38 7
Yes 507 93
Summary of Phys. Health Issues- Previous 4 Quarters
Category Frequency Percent
No 67 12.3
Yes 478 87.7
Summary of Chronic Pain- Previous 4 Quarters
Category Frequency Percent
No 151 27.7
Yes 394 72.3
Summary of Substance Abuse- Previous 4 Quarters
Category Frequency Percent
No 449 82.4
Yes 96 17.6
Summary of VHA Utilization- Previous 4 Quarters
Category Frequency Percent
No 248 45.5
Yes 297 54.5

Finances

Summary of Low-Mod Income Status- Previous 4 Quarters
Category Frequency Percent
No 102 18.7
Yes 436 80.0
NA 7 1.3
Summary of Homelessness- Previous 4 Quarters
Category Frequency Percent
No 457 83.9
Yes 88 16.1
Summary of Access to Health Insurance- Previous 4 Quarters
Category Frequency Percent
No 179 32.8
Yes 366 67.2

In Treatment Clients (New + Existing Clients)

This section captures individuals who engaged with services during the reporting period but were not included in the previously defined “Clients Served” cohort. These are clients whose cases may have originated before the past four quarters but who continued to receive outreach or treatment within the period of interest.

We include all clients for whom at least one case note exists in the last four quarters, regardless of whether a connection was successfully made during this timeframe. After filtering out already counted “served” clients, we pull all relevant case notes and apply robust filters to ensure data integrity — including removal of duplicates, test cases, and ineligible clients.

Note: Quarter based on case created date.

We then isolate those who completed an intake and had a risk level assigned. These clients are identified as having entered or continued treatment, even if their initial connection or intake occurred outside the formal “served” cohort.

The resulting cohort represents ongoing clinical engagement, and is used in subsequent analyses, including:

  • Total care time delivered
  • Continued clinical care for high- and moderate-risk individuals
  • Estimations of service intensity across calendar quarters
Note: This approach ensures comprehensive measurement of ROGER’s clinical impact, including those served beyond initial intake, and better reflects the full scope of continued client engagement.

Total Time Investment

This section presents the cumulative hours of clinical care delivered each quarter, including time spent in direct interaction with clients, session preparation and documentation, and resource coordination. Time is measured across all recorded case notes within the reporting period and is grouped by the quarter of service delivery. This summary helps to quantify the overall time invested by staff in client care, offering a high-level view of the program’s clinical activity over time. The values are additive, beginning with interaction time, then including preparation and documentation, and then including resourcing.

Note: All reported hours are based on documented duration in case notes. These include interaction, preparation, documentation, and resourcing fields. Supervisor notes are excluded.
Quarter Interaction +
Prep/Documentation +
Resourcing 		Interaction +
Prep/Documentation 		Interaction
2024-Q4 2823 2386 1184
2025-Q1 3531 2967 1449
2025-Q2 3018 2773 1494
2025-Q3 3196 2941 1578
Total 12568 11067 5705

Time Investment by State

This section presents the total number of clinical care hours delivered within each U.S. state, encompassing all documented case notes from both new and continuing clients. The analysis includes three additive measures of time investment:

  • Direct interaction time with clients

  • Preparation and documentation time

  • Resourcing and coordination time

All values are aggregated at the state level and represent the cumulative effort recorded across the entire reporting period. States are ranked by total hours of staff time invested, offering a clear geographic view of service delivery intensity.

This breakdown helps illustrate where clinical resources are being deployed and may guide future decisions related to outreach, staffing, and regional strategy.

Note: All reported hours are derived from documented durations in case notes. Supervisor notes are excluded from this analysis.
Total Time Investment by State (All Clients)
State Interaction Time (hrs) Interaction + Prep/Doc Time (hrs) Total Time (hrs)
Texas 783 1606 1874
North Carolina 736 1376 1564
Florida 612 1262 1457
California 546 1041 1203
Georgia 496 1048 1180
Alabama 562 988 1056
New York 364 730 818
Indiana 408 667 765
South Carolina 364 664 728
Virginia 234 458 537
Ohio 146 312 366
Illinois 144 301 329
Washington 121 223 243
Mississippi 52 128 154
Pennsylvania 42 94 101
Nevada 56 83 93
New Jersey 12 22 25
Oregon 6 15 16
Maryland 5 12 15
Idaho 5 11 14
Colorado 3 6 6
Missouri 4 6 6
Arizona 2 3 5
West Virginia 1 2 4
NA 1 3 4
Michigan 1 3 3
Maine 1 2 2
Kentucky 0 0 0
Wisconsin 0 0 0

New vs. Existing Investment

This section breaks down the distribution of clinical care hours between clients who initiated services during the reporting year (“New”) and those with established care from previous years (“Existing”). Understanding how time is allocated between newly served and ongoing clients can inform resource planning, highlight trends in service engagement, and support reporting needs for funders and stakeholders.

Note: Classification is based on whether the client established care in the current year or had a treatment history prior. Percentages reflect each group’s proportion of total documented care time within each quarter.
Case Notes by Quarter and Cohort
Quarter New Existing
2024-Q4 2024-Q4 3890 (50.9%) 3755 (49.1%)
2025-Q1 2025-Q1 7916 (73.5%) 2859 (26.5%)
2025-Q2 2025-Q2 6516 (77.5%) 1887 (22.5%)
2025-Q3 2025-Q3 7165 (78.2%) 2000 (21.8%)

High and Moderate Risk Clients (New + Existing Clients)

This section defines a comprehensive cohort of clients assessed at high or moderate suicide risk (HRC or MRC) who also completed a full intake process. These individuals are drawn from both newly initiated and ongoing care cases during the reporting period. By consolidating data from both sources, this approach ensures an inclusive and accurate representation of all clients served who were at elevated risk and engaged in clinical care. Subsequent analyses on safety planning, clinical engagement, satisfaction, and crisis intervention focus exclusively on this high-priority group.

Note: Clients are included if they received a documented risk level and completed intake, regardless of when their case was originally created.

This cohort includes all individuals who…

  1. Was every assigned MRC/HRC on any case note

Excluded:

  1. All external referrals
  2. Anyone with highest risk level being LRC
Note: In all sections, the Quarter is based on the date in which the case was created. The only exception is in the client testimonial section. Within this section, it is based on the quarter in which the feedback was received.

HRC/MRC Served

The table below displays the total number of Moderate Risk Clients (MRCs) and High Risk Clients (HRCs) served, organized by the quarter in which their case was created. This breakdown offers a quarterly view of elevated-risk client volume, helping to illustrate patterns or shifts in client risk levels over time. Risk levels are based on the highest documented risk assigned to each client.

High and Moderate Risk Clients by Case Created Quarter
Quarter.Case.Created HRC MRC
2024-Q1 12 2
2024-Q2 25 28
2024-Q3 48 57
2024-Q4 33 69
2025-Q1 54 93
2025-Q2 53 62
2025-Q3 48 47

CRP Completion

This section presents the percentage of High and Moderate Risk clients who completed a Crisis Response Plan (CRP) during the reporting period. Completion is defined as having at least four of seven core CRP elements documented in the case file, including warning signs, self-help actions, reasons for living, and support strategies. This measure is evaluated at the case level, ensuring each client’s CRP status is counted only once regardless of the number of case notes.

Understanding CRP completion rates over time helps evaluate adherence to evidence-based risk management practices and can guide program improvement efforts focused on client safety planning.

Note: Clients are considered to have completed a CRP if at least four of the seven core fields are documented. The table below shows the proportion of such completions by quarter for individuals classified as Moderate or High Risk who had a completed intake.
CRP Completion by Quarter
Quarter No Yes
<2024-Q4 2 (1.2%) 170 (98.8%)
2024-Q4 2 (2%) 100 (98%)
2025-Q1 4 (2.7%) 143 (97.3%)
2025-Q2 3 (2.6%) 112 (97.4%)
2025-Q3 NA 95 (100%)
Note: Quarter based on case created date.

Client Session Engagement

This section summarizes the extent to which individuals identified as High or Moderate Risk engaged in therapeutic services following intake. The analysis includes metrics such as:

  • The average number of treatment sessions per client
  • The proportion of clients who participated in at least one BCBT-SP or CAMS session
  • The proportion who received six or more sessions total. This is considered a sufficient dosage.

These measures are based on case-level data to ensure each client is represented once, regardless of how many notes they have. This approach allows for a clearer understanding of overall engagement patterns among those with elevated risk levels.

Note: These figures represent unweighted case-level summaries for clients with completed intakes who were identified as Moderate or High Risk. Although some cases may have continued treatment beyond the reporting window, this analysis includes only sessions documented within the quarter of interest.
Client Engagement Summary by Quarter
Quarter Number of Clients Average sessions per client Percent with any BCBT or CAMS Percent with 6 or more sessions
2024-Q4 101 11.9 62.4 53.5
2025-Q1 144 10.9 63.2 50.7
2025-Q2 113 10.9 77.0 73.5
2025-Q3 89 4.4 48.3 33.7
Note: Quarter based on case created date.

Net Promoter Score

This section provides an overview of how clients perceived their experience, based on responses to the Net Promoter Score (NPS) question included in post-engagement feedback forms. Each client’s most recent response is included in the analysis to ensure consistency and avoid duplication.

Three perspectives are provided:

  • 1. Average NPS scores over time, summarized by quarter
    1. A distribution of responses across the 0–10 NPS scale, visualized in a histogram
      1. The calculated NPS score, defined as the percentage of Promoters (ratings of 9 or 10) minus the percentage of Detractors (ratings of 0–6)

This information provides insight into overall client satisfaction and the program’s perceived value.

Note: Only responses from clients who completed feedback forms are included. The analysis uses the most recent form submitted per client to avoid over-representation. Clients who did not answer the NPS question are excluded from these summaries.
NPS by Quarter
Quarter Responses Average_NPS
<2024-Q4 49 9.7
2024-Q4 13 9.8
2025-Q1 31 9.8
2025-Q2 25 9.7
2025-Q3 11 9.3
Promoters vs. Detractors by Quarter
Quarter Promoter Detractor NPS
<2024-Q4 96.82540 1.587302 95.23810
2024-Q4 93.33333 0.000000 93.33333
2025-Q1 97.67442 2.325581 95.34884
2025-Q2 95.00000 2.500000 92.50000
2025-Q3 75.00000 16.666667 58.33333
Note: Quarter based on case created date.

Client Testimonials

Client stories offer qualitative insight into the personal impact of care and services provided. These narratives were collected from individuals who completed either the Feedback Survey or the Follow-up Core Outcomes Questionnaire.

Only stories where the respondent explicitly provided consent to share their experience have been included. These reflections may describe how ROGER services supported them in preventing a suicide attempt, what they learned during their care, or suggestions for improvement.

These firsthand accounts are intended to support learning, highlight the value of care, and may be used in grant applications or marketing efforts—but only when explicit consent has been documented.

Note: Before sharing or quoting any individual story externally, please ensure that all identifiable information has been removed. If appropriate, replace names with placeholders. A future enhancement will include automatic redaction of staff names and other sensitive details.

Note: Quarter based on date feedback survey was completed.

Attempts Prevented

This section summarizes self-reported prevention of suicide attempts among individuals served in high- or moderate-risk cohorts. Data are derived from responses to the Feedback Survey and Follow-up Core Outcomes Questionnaire, which include the question: “Did ROGER help you prevent a suicide attempt?”

Only the most recent, non-missing response per case was analyzed. Results are grouped by quarter based on when the corresponding case was active.

Note: These results reflect unweighted values. Unlike formal program evaluation methods that apply weighting to correct for non-response or other sampling issues, these figures represent raw proportions based on available responses. Future versions of this report may incorporate weighted estimates.
Attempts Prevented by Quarter
Quarter No Yes
<2024-Q4 27 (38%) 44 (62%)
2024-Q4 8 (36.4%) 14 (63.6%)
2025-Q1 13 (36.1%) 23 (63.9%)
2025-Q2 14 (48.3%) 15 (51.7%)
2025-Q3 8 (66.7%) 4 (33.3%)
Overall 70 (41.2%) 100 (58.8%)
Note: Quarter based on case created date.

Crisis Intervention

This section summarizes the number and nature of crisis forms submitted during the reporting period. A crisis form is flagged as suicide-related if it contains any of the following reasons:

  1. Active Attempt
  2. Lethal Means in Hand
  3. Suicidal Intent or Preparations
  4. Suicidal Plan
  5. Suicidal Gestures
  6. Unmanaged Suicidal Thoughts

Each entry is categorized by quarter based on the associated case’s timeline. The table below displays the total number and percentage of suicide-related crisis forms by quarter, alongside a cumulative total.

Note: This summary reflects only forms explicitly labeled “Crisis Form” and relies on accurate entry of crisis reasons.
Suicide-Related Crisis Forms by Quarter
Quarter No Yes
<2024-Q4 38 (82.6%) 8 (17.4%)
2024-Q4 26 (81.2%) 6 (18.8%)
2025-Q1 7 (53.8%) 6 (46.2%)
2025-Q2 6 (100%) NA
2025-Q3 7 (87.5%) 1 (12.5%)
Total 84 (80%) 21 (20%)
Note: Quarter based on case created date. 
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