When to Use the New 988 Mental Health Crisis Hotline — and What to Expect When You Call

The National Suicide Prevention Lifeline is one of the most recommended resources for mental health concerns. To reach the service in the past, you would call or text a 1-800 number or visit its website to chat online. 

As of July 16, 2022, that process will become simpler. To reach crisis mental health support service by phone, you will now be able to call or text a simple, three-digit number: 988. (The old lifeline number, 1-800-273-8255, as well as the website and chat option, will continue to be available as before.)

How does the 988 suicide and crisis hotline work? 

The number 988 is a phone line that you can call or text during a mental health crisis. When you contact the number, you will be connected with a local crisis operator who can offer support.

More than 200 crisis centers make up the National Suicide Prevention Lifeline. Since the centers are local, they can best direct you to any needed resources.

(Keep in mind that 988 may not be in effect before July 16, 2022, in your area. If you are not able to get through with 988, you can still use the original suicide prevention lifeline number or website to reach out.)

Here’s what typically happens when you call the lifeline: 

1. A message will tell you that you’ve reached the lifeline.

2. Hold music may play while you are waiting to be connected.

3. A trained crisis worker in your region will answer.

4. The crisis worker will talk to you about what’s going on, provide support, and connect you with any needed resources, such as mental healthcare in your area.

When should you call 988?

As the name suggests, the suicide prevention lifeline was developed to help those who are thinking of suicide or those who are concerned about someone else. However, there are no specific requirements to call the lifeline. 

You can call 988 any time you are experiencing a significant mental health issue. Some reasons that people call include:

• Active thoughts or plans of suicide

• Suicidal ideation, having thoughts that you would like to die

• Self-harm or wanting to hurt yourself

• Struggles with substance use

• Money stress

• Relationship problems

• Dealing with abuse or domestic violence

• LGBTQIA+ support

• Mental and physical health struggles

• Loneliness and isolation

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People may also call the lifeline when they’re concerned about a friend, family member, client, or others. 

Is your call to 988 kept confidential?

You are not required to share any personal details to use the lifeline. Even if you do share your information, calls to 988 are confidential in most cases. That means your personal information or what you talk about will not be shared with others without your permission. 

However, 988 staff are required to break confidentiality in certain circumstances. For example, if you are in immediate danger of harming yourself or others, the crisis center may request a wellness check by public safety officials. 

Concerns about sharing personal information may keep people from reaching out to crisis lines. But keep in mind that the goal of the suicide prevention lifeline is to keep you safe. Everyone needs support at times, and professionals can help you get through a difficult moment.

Where did the 988 number come from? 

In the 1990s, a group of people who lost someone to suicide believed there should be national support to prevent suicide. This led to a national conference in Reno, Nevada, in 1999. Those in attendance developed the beginnings of a plan to prevent suicide.

Eventually, this movement led to the funding and creation of the National Suicide Prevention Lifeline. The Substance Abuse and Mental Health Services Administration (SAMHSA) developed the lifeline service in 2001.

In 2020, federal rules required the FCC to designate 988 as a faster and easier way to connect to the lifeline. Some areas have already been using the shorter number. However, the FCC has required that all telecommunications providers activate the number by July 16, 2022.

Other suicide prevention resources and information

Below are some additional mental health resources and hotlines you can use if you need support. Some focus on suicide prevention, while others provide resources to help prevent mental health problems from starting or getting worse. 

• Crisis Text Line: Crisis Text Line was created to encourage young people to reach out when they’re in need of help. Anyone — regardless of age — can use the service during any crisis. To get help, text HOME to 741-741. 

• SAMHSA Referral Service: SAMHSA offers a helpline to connect callers with mental health and substance misuse providers. You can visit them online or call 800-662-HELP (4357). 

• RAINN: The Rape, Abuse, and Incest National Network (RAINN) offers support for victims of sexual assault and abuse. RAINN will connect you with local providers who provide shelter and resources to those in need. To find out more, visit RAINN online, or call 800-656-HOPE (4673). 

• Love is Respect: Love is Respect is a resource for teens that focuses on healthy relationships. It offers educational materials, tips, and a crisis support line. You can chat with the service online, call 866-331-9474, or text “LOVEIS” to 22522. 

• Trevor Project: The Trevor Project was created to support LGBTQIA+ youth. It’s staffed by supportive, accepting, and trained volunteers. You can call for support when you’re having a hard time, including having thoughts of suicide or other struggles. Visit the Trevor Project online, call 866-488-7386, or text “START” to 678-678.

• National Alliance on Mental Health (NAMI): NAMI is an organization of peers and others who are familiar with mental health problems. There are many local chapters that provide support and education. NAMI offers both a helpline, open during the day, to help connect people to resources. Visit NAMI online, or call the helpline at 800-950-NAMI (6264).

• Veterans Crisis Line: You may also call, chat, or text the Veterans Crisis Line for support. The line can help you if you’re dealing with hopelessness, agitation, substance use issues, or other mental health problems. Learn more online, or call 800-273-8255 and press 1.  

What if you can’t reach crisis support? 

As with any support center, lines and websites may have technical problems or could experience high call volumes. If this occurs, continue to call or consider another crisis line. If you’re dealing with an emergency, call 911, or visit your local emergency room. Continue to reach out until you get the help you need. 

Where do you find 988 resources as a healthcare provider?

The National Suicide Prevention Lifeline provides support and education for healthcare providers as well. The 988 provider toolkit is available for local governments and crisis centers.

The lifeline also offers guides with tips and best practices for suicide prevention. You can access the guides or order materials for your clients, such as wallet cards with handy numbers and instructions. Visit SAMHSA’s online publication center to download materials.

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Written by:

Jennie Bedsworth, LCSW

Jennie Bedsworth, MSW, LCSW, is a licensed clinical social worker and therapist with 20 years of experience in journalism, teaching, and mental health. Prior to completing her master's degree, she wrote for The Furrow magazine and was editor of Missouri Ruralist magazine.

Edited by:

Renée Fabian, MA

Renée Fabian is the senior pet health editor at GoodRx. She’s worked for nearly 10 years as a journalist and editor across a wide range of health and well-being topics.

Reviewed by:

Mona Bapat, PhD, HSPP

Mona Bapat, PhD, HSPP, has 15 years of clinical experience providing therapy. She is a licensed clinical psychologist in Indiana and Illinois with treatment experience in individual, couples, family, and group therapy modalities.

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