Two years after its launch, the 988 Suicide and Crisis Lifeline has handled over 10 million texts, calls, and chats, according to recent data from the U.S. Department of Health and Human Services (HHS). The service, which transitioned from a 10-digit number to a simplified three-digit format in July 2022 as part of the Biden-Harris administration’s effort to tackle the national mental health crisis, has seen significant growth.
Since its rebranding, the administration has invested more than $1.5 billion to expand the service’s reach, including enhancing access for Spanish speakers, LGBTQI+ youth, and individuals who are deaf or hard of hearing. The lifeline offers support through phone calls, text messages, web chats, and video chats. In the past year alone, texts to 988 increased by 51%, and calls rose by 34%, reflecting the positive impact of these expanded services.
The previous year’s data highlighted a dramatic rise in usage: text messages surged by 1,135%, chats answered grew by 141%, and calls answered went up by 46%. This year, the lifeline has managed approximately 110,000 Spanish-language contacts, 475,000 interactions with LGBTQI+ youth and young adults, and 20,000 videophone contacts in American Sign Language. Additionally, the Veterans Crisis Line, accessible via 988’s Press 1 option, answered 1.2 million calls.
Andrea Palm, deputy secretary of HHS, emphasized the critical role of 988, stating, “988 is available to everyone. Having someone on the other end of the line to listen and provide support makes a difference. It really does save lives, and that’s what this is all about.”
In the coming months, HHS plans to implement georouting technology to direct 988 calls and texts based on the caller’s physical location rather than their area code. This upgrade, proposed by the Federal Communications Commission in April, aims to enhance connectivity to local services and protect caller privacy. Additionally, HHS is strengthening a national backup system to ensure all 988 contacts are answered, regardless of local resources.
The need for such services is underscored by rising suicide rates in the U.S. In 2022, the year 988 was introduced, suicide deaths reached an all-time high, prompting the U.S. surgeon general to call for a national suicide prevention strategy. The switch to a three-digit number resulted in a 45% increase in contact volume within the first month, highlighting the importance of a more accessible crisis hotline.
Hannah Wesolowski, chief advocacy officer at the National Alliance on Mental Illness (NAMI), noted, “To remember 10 digits to call for help is not easy. That’s why 911 is only three digits.” She believes that the transition to a shorter, more focused number for mental health crises, not just suicides, has opened doors for more people to seek help.
Despite these improvements, a July poll by NAMI found that 75% of Americans are dissatisfied with the current mental health services, and only 23% are familiar with 988. However, 72% of respondents felt comfortable reaching out to the lifeline, and nearly 70% of those who had used 988 this year reported receiving the help they needed, a significant increase from previous months.
When someone contacts 988, they hear a greeting message and can connect with specialized services. Trained crisis counselors provide support and resources based on the caller’s needs. While most interactions do not escalate to emergency services, those requiring additional help may be referred to local mental health professionals or mobile crisis teams, aiming to minimize unnecessary police involvement.
Looking ahead, Palm acknowledged that more work is needed to reach those in need and address stigma surrounding mental health. Studies show that speaking with a crisis counselor often leaves callers feeling more hopeful and less overwhelmed. Continued federal and state support will be crucial for the lifeline’s ongoing success.
“Over the past two years, 988 has become one of our most effective responses for individuals feeling alone and without options,” Palm said. White House domestic policy adviser Neera Tanden affirmed, “Make no mistake, 988 saves lives. As a country, we have a moral obligation to be there for each other and offer help, whether it’s just a listening ear or more.”
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