988 vs. 911: What’s the Difference?

In most cases, emergency help is never more than a phone call away. Dispatchers at the 911 emergency line can send help for fires, medical emergencies, accidents, and crimes in progress. 

But there is another emergency hotline you need to know about: 988. The hotline 988 was launched in July 2022 for mental health emergencies. 

Both emergency hotlines, 988 and 911, offer different services that you can find helpful depending on your emergency. Let’s take a closer look at the differences between them and which number you should call in your time of need.

What is the 911 emergency line for?

Almost everyone is familiar with 911. It’s a simple, 3-digit number that you can call from a landline or mobile phone. It’s the main way that people access emergency assistance in the U.S. Some of the reasons you might dial 911 include:

• Serious medical problems

• Any type of fire

• Life-threatening situations

• To report crimes in progress

What is the 988 hotline for?

Like 911, 988 is also an easy number to remember. The goal for 988 is to provide first-line assistance for people who are in mental distress. Since its launch in 2022, the number 988 is now known as the Suicide and Crisis Lifeline. (It used to be called the National Suicide Prevention Lifeline.) But 988 is used for other reasons as well. The 988 hotline is for people who are:

• Having a mental health crisis

• Considering suicide

• In need of crisis prevention

• Having a substance use crisis

• In need of help for a loved one having a mental health or substance use emergency

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The counselor will help the caller get community-based care in their area.

Remember that you can call 988 for yourself or for someone who’s reluctant to call.

What are the main differences between 911 and 988?

The main differences between 911 and 988 are in how you can access the hotline and who answers the call. These differences include:

• Dispatchers: A dispatcher answers 911 phones, then relays your information to the correct service. But 988 is a service in itself. The person who answers the call is trained to help you.

• Resolving crises: The line 911 dispatches a service for almost every call. But 988 rarely needs to dispatch a service to help you. The counselors at 988 resolve most crises on the call and get the caller set up with local resources. In about 2% of cases, callers needing more help will have emergency services dispatched to them.

• Calls vs. texts and chats: It’s always best to call 911 in an emergency because the text option is only available in certain parts of the US. But the 988 service offers call, text, or chat options.

• Calling from outside the U.S.: The line 988 is not a universal number outside of the U.S. Many countries don’t offer an equivalent of 988, though Canada launched 988 in November 2023. Most countries do have an equivalent of 911, although the number may differ.

What to expect when you call 911

When you experience an emergency, your instinct is probably to call 911. But what happens when you dial that number? And who answers the call? 

Here’s what you can expect to happen when you call 911:

• A dispatcher will answer the phone.

• They will ask you the exact location of your emergency. They may ask for an apartment or room number, or the closest cross street.

• They will ask for the phone number you’re calling from. This is so if you get disconnected, they can call you back.

• They will ask about the nature of the emergency. Is it a medical issue, a fire, an accident, or a crime?

• They will ask details about the emergency — like if there are any injuries or someone else is involved.

• The dispatcher will tell you what to do until help arrives. Instructions may be to shelter in place, do CPR, or move away from your location.

It’s important to answer all the dispatcher’s questions and follow their instructions as well.

What to expect when you call 988

Getting up the courage to call 988 for help can seem scary if you or a loved one are in the middle of a mental health crisis. But the good news is that the people on the 988 lifeline are ready, willing, and trained to offer help, 24/7.

Here’s what you can expect to happen when you call 988: 

• A brief message will say you’ve reached the lifeline.

• Music may play while you’re waiting to be connected. 

• A crisis intervention worker will answer your call.

• The crisis worker will ask about your crisis and offer support. They will also guide you to the resources that can help you through your crisis.

• If the counselor feels that there is an immediate danger, they can send out emergency responders.

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Written by:

Frank Schwalbe, MD

Frank Schwalbe, MD, is an assistant professor of anesthesiology at the Yale School of Medicine. He has practiced anesthesiology for 30 years.

Edited by:

Karla Robinson, MD

Karla Robinson, MD, is a medical editor for GoodRx. She is a licensed, board-certified family physician with almost 20 years of experience in health through varied clinical, administrative, and educational roles.

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For additional resources or to connect with mental health services in your area, call SAMHSA’s National Helpline at 1-800-662-4357. For immediate assistance, call the Suicide and Crisis Lifeline at 988, or text HOME to 741-741 to reach the Crisis Text Line.