This past Saturday (July 16), The Federal Communication Commission (FCC) created a new 3-digit dialing code that will connect callers to the National Suicide Prevention Hotline. The new code will have callers dialing 988 for immediate mental health emergencies, people at risk of suicide and other crises.
The hope in shifting to a three-digit code is that those reaching out for mental health emergencies will become a routine, destigmatized response to mental health crises. Just like calling 911 is the instinct when you smell smoke, 988 may become an instinctive call when a mental health emergency occurs. In 2020 alone, the lifeline received nearly 2.4 million calls from those seeking emotional support.
988 is not currently available nationwide, however in some states it is active and ready to take calls and messages. According to the Wisconsin Department of Health Services, the new 988 code is set up in the state of Wisconsin and will connect callers with the Wisconsin Lifeline. The Wisconsin Lifeline is an in-state support center where trained counselors answer calls and texts to 988. These counselors are trained to reduce stress, provide emotional support, and connect people with local resources. Calls, texts, and messages are kept confidential between caller and counselor, unless unless there is imminent danger for the person or others.
This change raises a few questions. What is happening to the old number? Who is this new dial code for? What can callers expect during a session? Below are some frequently asked questions direct from the National Suicide Prevention Lifeline website.
What is 988 and is it active?
988 is being recommended as a universal, easy to remember, three-digit mental health and suicide prevention number to connect people who are struggling to the help they need. 988 is not currently active nationally and may not connect callers to the Lifeline. Please continue to share 1-800-273-TALK (8255) with anyone wishing to connect to the Lifeline. (It is currently active in the state of Wisconsin.)
Will the 1-800-273-TALK (8255) number be disconnected?
988 is the new phone number for an existing service: the National Suicide Prevention Lifeline. Moving to 988 does not mean the 1-800-273-TALK (8255) number goes away. After July 16, 2022, dialing either phone number will reach the Lifeline. 988 is an easier-to-remember number for people to access a strengthened and expanded network of crisis call centers.
Can the Lifeline and the Veterans Crisis Line also be reached by dialing 1-800-SUICIDE?
Yes. All calls from 1-800-SUICIDE have been routed through the Lifeline network since March 2007. Callers to 1-800-SUICIDE are now being routed through the 988 Suicide & Crisis Lifeline’s network of over 200 crisis centers across the nation, the same network that responds to 988 callers in crisis.
Who should use the Lifeline Chat program?
Anyone who is depressed, going through a hard time, needs to talk, or is thinking about suicide can use the chat. The chat counselors are here to listen and support you through whatever difficult times you may be facing.
What should I expect during a Lifeline Chat session?
Our goal is to help you reduce stress and feel empowered to make healthy decisions. You will be asked questions regarding your safety, feelings, social situation, and if you have any thoughts of suicide. If a chat counselor feels you are in danger they will speak with you about accessing emergency services, and/or gather additional contact information to ensure your safety. The chat counselor will work with you to create a safety plan if necessary.
Does Vibrant use police intervention for callers, texters, and chatters to the Lifeline?
Lifeline crisis centers are more than just a connection to local resources. Lifeline crisis centers are a proven and effective crisis intervention – both independently and as part of the crisis continuum. The Lifeline recommends crisis counselors contact emergency services (911, police, sheriff) for assistance only in cases where risk of harm to self or others is imminent or in progress, and when a less invasive plan for the caller/texter’s safety cannot be collaborated on with the individual. Less than two percent of Lifeline calls involve emergency services. When emergency services are involved, over half of these emergency dispatches occur with the caller’s consent. We recognize that, for some individuals, having contact with emergency services can be traumatic and dangerous, and whenever possible we recommend alternate options such as collaborating on a safety plan, utilizing mobile crisis teams, collaborating with the individual’s loved ones or professionals, or supporting the individual to get to a Crisis Stabilization Unit, emergency department, or urgent care.
What does “confidential” mean when saying contacting the line is free and confidential?
All contacts with the Lifeline from people seeking help are to be treated as confidential by the Lifeline and Lifeline network centers. This means that information about callers/chatters/texters will not be shared outside the Lifeline without documented verbal or written consent from the person seeking help, except in cases where there is imminent risk of harm to self or someone else, or where otherwise required by law. It’s important to remember that confidential and anonymous are not synonymous. During your contact with the Lifeline you may voluntarily share certain information about yourself that could be identified and that information may be documented in notes about your conversation. The center may also have access to the phone number or IP address you used to contact the Lifeline. You will never be required to provide other identifying information to receive help from the Lifeline. We rigorously protect all the confidential and identifying information shared with the Lifeline. We may use de-identified and aggregated data for reports to stakeholders, funders, and policy makers about the numbers and types of conversations we have with people in crisis, and the general aggregate demographics of people seeking help from the Lifeline.
