988 hotline launches with a simple number for getting help during a mental health crisis

When people in the U.S. are experiencing an emotional or mental health crisis, they can now call or text an easy-to-remember number: 988.

The 988 Suicide and Crisis Lifeline, which will be live nationwide on July 16, is being billed as an alternative to calling 911 for mental health emergencies like suicidal thinking or behavior, trauma, substance misuse, and psychosis. When someone contacts the 988 Suicide and Crisis Lifeline, they will reach a trained crisis counselor who can discuss what's happening and, if necessary, connect them to local mental health resources and support.

Currently, when someone is experiencing a severe mental health issue, they might call 911, which often connects them to paramedic, fire, or police emergency services. But when law enforcement members are the ones to respond, they typically aren't appropriately trained to handle mental health crises. In tragic cases, people expecting help have been met with armed police officers who've arrested, harmed, or killed them.

"Unlike a medical emergency...mental health conditions are often faced with a law enforcement response," says Laurel Stine, executive vice president and chief policy officer at the American Foundation for Suicide Prevention (AFSP). "988 is a unique hotline in that it connects the callers to the service and the service is crisis counseling and crisis intervention."

When will the 988 hotline number go into effect?

988 is already live in some places across the country, but it will launch nationwide on Saturday, July 16. In the meantime, people can contact the National Suicide Prevention Lifeline at 1-800-273-TALK (8255). Once 988 launches, that number will remain operational but be known as the 988 Suicide and Crisis Lifeline; both lines will connect people to the same crisis response network. The service is administered by Vibrant Emotional Health, a nonprofit mental health organization, and is funded through the Substance Abuse and Mental Health Services Administration (SAMHSA), a government agency under the Department of Health and Human Services (HHS).

"988 is more than a number, it is a message: we're there for you," HHS Secretary Xavier Becerra said in a press release. "Through this and other actions, we are treating mental health as a priority and putting crisis care in reach for more Americans."

What happens when you contact 988?

People can call, text, or chat 988. Callers and texters will be routed to a network of more than 200 local and state crisis centers. However, if someone is calling from an area code different from their current location, they'll first be directed to a center that matches their number's area code. If they want to speak to someone who's familiar with local resources, they should let the crisis counselor who answers know that.

Once connected with a crisis counselor, the person can confidentially describe their situation or what's happening with a loved one. The volunteer counselors and mental health professionals who respond are trained to offer support, de-escalate crisis, and offer referrals for help when applicable. Stine says these resources can include contact information for local public health organizations and crisis intervention services, and recommendations for local peer support through chapters of nonprofit organizations like National Alliance on Mental Illness and AFSP.

"Connecting individuals with mental health services and resources is a vital component of suicide prevention," says Stine.

In many cases, calling, texting, or chatting helps resolve the crisis. In a small percentage of cases, the counselor may involve a mobile crisis team or law enforcement if someone seems to be an imminent danger to themselves or others. The National Suicide Prevention Lifeline says only an estimated 2 percent of calls require emergency services.

Mobile crisis teams may consist of at least one licensed mental health professional in addition to other trained professionals, including peer support specialists. These teams conduct an assessment and determine whether the person needs emergency care. When mobile crisis teams aren't available, law enforcement is typically sent instead.

The quality of services and resources will vary by region. While some states have invested millions of dollars in building up their mental health crisis services, others have less or limited capacity. To learn more about the crisis centers in each state, check out this map (scroll down to view).

Will someone always answer a 988 call?

There are concerns that some local crisis service centers won't be ready or equipped to meet the increased demand that will come with a new universal hotline number. In fact, when the Wall Street Journal conducted an analysis of data collected by the National Suicide Prevention Lifeline between 2016 and 2021, it found that 1 in 6 calls were abandoned or disconnected before a counselor could respond. In several states, a majority of calls were sent to one of 13 backup call centers because local centers couldn't answer them. Additionally, 80 percent of callers who hang up have waited more than two minutes to reach a counselor.

While advocates are concerned about capacity, they also see an opportunity to direct more funding to crisis services.

"We should see some differences in those numbers with more resources going forward," Dr. John Draper, Ph.D., vice president of national networks for Vibrant Emotional Health, told the Journal.

Indeed, the federal government has put $432 million into 988 so far, according to the Department of Health and Human Services, which oversees SAMHSA. That includes $150 million allocated in the Bipartisan Safer Communities Act, which Congress passed last month. Such investments make a meaningful difference. According to HHS officials, the initial increased spending meant that between June 2021 and June 2022, the Lifeline was able to answer 17,000 more calls, 37,000 more chats, and 3,000 more text messages.

People who reach out to 988 and don't get a timely response should try again, says Stine: "Don’t give up, stay on the line or call right back if needed."

Other crisis lines can also provide resources and support. These include Crisis Text Line, NAMI HelpLine, The Trevor Project, and the Trans Lifeline.

If you want to talk to someone, Crisis Text Line provides free, confidential support 24/7. Text CRISIS to 741741 to be connected to a crisis counselor. Contact the NAMI HelpLine at 1-800-950-NAMI, Monday through Friday from 10:00 a.m. – 10:00 p.m. ET, or email [email protected]. You can also call the National Suicide Prevention Lifeline at 1-800-273-8255. Here is a list of international resources.