988 is up and running in Kentucky

988 is the new three-digit dialing code connecting people to the existing National Suicide Prevention Lifeline, where compassionate, accessible care and support is available for anyone experiencing mental health-related distress—whether that is thoughts of suicide, mental health or substance use crisis, or any other kind of emotional distress. People can also dial 988 if they are worried about a loved one who may need crisis support.

The Lifeline accepts calls, texts, and chats from anyone who needs support for a suicidal, mental health and/or substance use crisis.

Moving to 988 does not mean the 1-800-273-8255 number goes away. After July 16, 2022, using either number will get people to the same services. In the end, 988 is an easier-to-remember way to access a strengthened and expanded network of crisis call centers.

The Lifeline responds 24/7 to calls, chats or texts from anyone who needs support for suicidal, mental health, and/or substance use crisis, and connects those in need with trained crisis counselors.

When calling 988, callers first hear a greeting message while their call is routed to the local Lifeline network crisis center (based on the caller’s area code). A trained crisis counselor will answer the phone, listen to the caller, understand how their problem is affecting them, provide support, and share resources if needed. If the local crisis center is unable to take the call, the caller will be automatically routed to a national backup crisis center. The Lifeline provides live crisis center phone services in English and Spanish and uses Language Line Solutions to provide translation services in over 250 additional languages for people who call 988.

Chat (English only) is available through the Lifeline’s website https://suicidepreventionlifeline.org/chat. People seeking chat services will be provided a pre-chat survey before connecting with a counselor that identifies the main area of concern. If there is a wait to chat with a crisis counselor, a wait-time message will appear. If demand is high, individuals can access the Lifeline’s “helpful resources” while waiting or call 988. Once connected, a crisis counselor will listen to you, work to understand how your problem is affecting you, provide support, and share resources that may be helpful.

When someone texts to 988, they will be responded to by a group of Lifeline crisis centers that respond to chat and text. This service will expand over the next few years to increase local and state level response. Once connected, a crisis counselor will listen to you, work to understand how your problem is affecting you, provide support, and share resources that may be helpful. The support and service received from the crisis counselors is provided at no charge to those who use the service; however, standard data rates from telecommunication mobile carriers may apply to those who text to the Lifeline.

988 was established to improve access to crisis services in a way that meets our country’s growing suicide and mental health-related crisis care needs. 988 will provide easier access to the Lifeline network and related crisis resources, which are distinct from the public safety purposes of 911 (where the focus is on dispatching Emergency Medical Services, fire and police as needed).

The 988 and 911 systems will need to be closely coordinated to seamlessly allow referral of callers for appropriate care or response that addresses the unique circumstances present with each crisis encounter. SAMHSA is actively engaged with 911 counterparts at the federal, state, and local levels to plan for smooth coordination between the two services.

The primary goal of the Lifeline is to provide support for people in suicidal crisis or mental health-related distress in the moments they most need it and in a manner which is person-centered. The vast majority of those seeking help from the Lifeline do not require any additional interventions at that moment. Currently, fewer than 2% of Lifeline calls require connection to emergency services like 911. While some safety and health issues may warrant a response from law enforcement and/or Emergency Medical Services (namely when a suicide attempt is in progress), the 988 coordinated response is intended to promote stabilization and care in the least restrictive manner.

Currently, a small percentage of Lifeline calls require activation of the 911 system when there is imminent risk to someone’s life that cannot be reduced during the Lifeline call. In these cases, the crisis counselor shares information with 911 that is crucial to saving the caller’s life.

In most states, the 211 system provides health and social service assistance information and referrals. At the same time, 988 crisis counselors will provide support for people in suicidal crisis or mental health-related distress in the very moments they need it most. While generally being different in scope, these systems need to be aligned, and in many cases, local Lifeline centers also respond to 211 contacts. We envision that 988 crisis centers will need to continue to coordinate with 211 and other warmlines. This will help ensure an all-inclusive approach regardless of which number a person may use first.

There are ongoing efforts to improve cultural competency training for Lifeline crisis counselors. In 2021, there were several activities addressing this, including updating pages on the Lifeline website and creating specific tools for crisis counselors, such as Spanish-language clinical guidance resources, Deaf and Hard of Hearing best practices for callers/chat visitors, an LGBTQ+ guidance document, an American Indian/Alaskan Native tip sheet and more.

It’s important to understand that 988 will connect people to more than just a “suicide” line, it will be a service for anyone who is suicidal or experiencing a mental health- and/or substance use-related crisis. It’s important we don’t call this only a “suicide” lifeline, but instead refer to it as the 988 Suicide and Crisis Lifeline.

Having enough capacity to meet the growing demand for suicide and crisis care needs across the country is the primary focus of SAMHSA’s 988 efforts. This includes strengthening and expanding crisis call center services. It also means improving follow up and linkage to local in-person crisis services, as well as residential and outpatient care.

People contacting 988 are not required to provide any personal data to receive services. SAMHSA recognizes the importance and the expectation of privacy when a person contacts 988. The network system has several safeguards to address concerns about privacy.Any effort to obtain demographic information from those who use 988 will serve three primary purposes: 1) to save lives; 2) to connect people to ongoing supports; and 3) to evaluate system needs and performance, particularly ensuring that gaps and inequities are being addressed.

No. The Lifeline administrator, Vibrant Emotional Health, is a not-for-profit organization with a primary mission to support emotional wellbeing for all people, and it does not sell Lifeline data

Starting July 16, 2022, anyone who needs suicide or mental health-related crisis support, or who has a loved one in crisis, can connect with a trained counselor by calling (multiple languages), chatting, or texting (English only) 988 (as long as the caller has telephone, cellular or internet services available to them).SAMHSA’s longer-term vision is that transition to 988 will spur the growth of a robust crisis care system across our country that links callers to community-based providers who can deliver a full range of crisis care services (like mobile crisis teams or stabilization centers). Currently, these crisis care services do not exist in all areas of the country, and it will take time and sustained support to for this crisis care system to evolve.

Currently, the Lifeline automatically routes calls by area code to the nearest crisis center (unlike 911, which uses geolocation). As part of the National Suicide Hotline Designation Act of 2020, the Federal Communications Commission submitted a report examining the feasibility and cost of including an automatic dispatchable location that would be conveyed with a 988 call. Within that report, the FCC recommended that Congress establish a federal advisory committee to further examine the key issues and advise on next steps; however, this has not yet been established.

The Lifeline currently provides live crisis center calling services in English and Spanish and uses Language Line Solutions to provide translation services in over 250 additional languages. Text and chat are currently available in English only.

The Lifeline currently serves TTY users either through their preferred relay service or by dialing 711 then 1-800-273-8255. Lifeline also offers services through chat and text. Lifeline is in the process of expanding to video phone service to better serve deaf or hard of hearing individuals seeking help through the Lifeline/988.