9-8-8 Suicide & Crisis Lifeline

July 25, 2022

We knew it was coming almost two years ago:

With the N-1-1 Special Services List already exhausted, the Federal Communications Commission last month designated 9-8-8 as the new, nationwide, 3-digit phone number for callers to connect with suicide prevention and mental health crisis counselors. By July of 2022, all 9-8-8 calls will go directly to the National Suicide Prevention Lifeline (1-800-273-TALK).

Rhitu Chatterjee explains how the new suicide and crisis hotline works:

The 988 lifeline will connect people to the existing network of more than 200 local crisis call centers around the country. The National Suicide Prevention Lifeline’s 10-digit number — 1-800-273-8255 — will remain active, but calls will be routed to 988.

People who call or text the number will be connected to a trained counselor at a crisis center closest to them. If a local crisis center is too busy to respond right away, the call gets routed to one of 16 backup centers around the country.

For the vast majority of people who call the current National Suicide Prevention Lifeline, the call itself is an effective intervention.

“We know that close to 90% of people who call get what they need from the phone call,” says Chuck Ingoglia, CEO of the National Council for Mental Wellbeing.

The remaining 10% of callers may need additional support or in-person care, and trained counselors at the lifeline will try to connect them to that care.

Family members and friends can call 9-8-8 on behalf of loved ones experiencing an emotional or mental health crisis, adds Claire Wolters:

People can call the number if they have suicidal thoughts, or they can dial on behalf of a loved one whom they think is struggling. But Stavros emphasized that 988 is meant to serve people who have a mental health crisis of any kind, not limited to those who have suicidal ideations.

When people call 988, a trained counselor will listen and talk them through the situation. In some cases, the counselor may refer the caller to additional resources, including outpatient behavioral health services, mobile crisis teams, home-like crisis stabilization, residential treatment, or emergency stays.

Some states are already struggling to meet the growing demand for urgent mental health services. Pennsylvania, however, is ready. The Pennsylvania Department of Health website describes with clarity how a call to 9-8-8 is handled:

988 can be used by anyone, any time, at no cost. Trained crisis response professionals can support individuals considering suicide, self-harm, or any behavioral or mental health need for themselves or people looking for help for a loved one experiencing a mental health crisis. Lifeline services are available 24 hours a day, seven days a week at no cost to the caller.

What happens when you call 988?

1. Callers will be directed to a local 988 call center based on a caller’s area code where trained professionals are waiting to listen and assist.

Note: Callers will also be given the option to reach the Veterans Crisis Line (Option 1) or a Spanish speaker (Option 2).

2. If a local call center does not answer the call within 60 seconds, the call will be routed to one of Pennsylvania’s three regional 988 call centers.

3. If a regional call center is unavailable, the call will be routed to the national backup network able to assess the crisis and connect to local assistance.

Watch the informative video below from the PADOH to learn more: