The 988 Suicide and Crisis Lifeline launched in 2022 as an easy-to-remember dialing code for people in crisis. The subsequent two years have seen continued growth for a service that has already provided hope and support to millions. On the occasion of its second anniversary, let’s take a look at the state of 988, what it’s accomplished, and what challenges remain.
988’s First Year
While the National Suicide Prevention Lifeline had operated since 2005, the transition to 988 in July of 2022 marked a new chapter for suicide prevention in the United States. By the end of the lifeline’s first full year, it had answered nearly 5 million calls, texts, and chats. Nearly 1 million of these contacts came through the Veterans Crisis Line, which can be accessed by dialing 988, then selecting option 1.
The lifeline also added Spanish-language text and chat services in its first year to the already available Spanish-language call services. In addition, after a pilot program, LGBTQIA+ youth and young adults were likewise given their own specialized services.
Continued Growth
The lifeline continued to expand over its second year, adding a videophone option for people who communicate via American Sign Language. Approximately 20,000 American Sign Language users have used the videophone option, a portion of the more than 10 million total contacts since the lifeline’s inception. The total contacts included 1.7 million texts, an increase of 51 percent compared to the previous year. Meanwhile, the number of calls increased by 34 percent.
A $1.5 billion investment from the Biden administration has helped 988 keep up with the increased demand. Speaking to NPR for a story broadcast in July, 988 caller Liz Orviz noted a marked difference in the service compared to its earliest days. While the 40-year-old’s initial attempt to contact 988 saw her waiting on hold for several minutes, her most recent attempt was more positive. “They picked up right away. They were very compassionate.”
Challenges remains, however. Wait times are still long in certain cases. The inconsistency comes in part due to 988’s funding model. Beyond the money that’s provided federally, the more than 200 call centers across the country rely on state and local funding to operate.
Unfortunately, not all state and municipalities have made strengthening 988 a priority. Only 10 have provided a sustainable source of funding in the form of a monthly fee paid by consumers on their monthly cell phone bills. Alarmingly, in 2023, some states even reduced or cut spending for 988 altogether, a problem that is even more acute in tribal areas.
Getting the Word Out
Another issue is public awareness. According to a poll conducted by the National Alliance for Mental Illness (NAMI), less than a quarter of respondents are familiar with 988. Working to address this, the Substance Abuse and Mental Health Services Administration, the division of the Department of Health and Human Services that oversees 988, has launched an eight-month advertising campaign.
The campaign, which will run from June of 2024 to January of 2025, consists of paid advertisements on several digital platforms. Target audiences are some of the demographic groups most at risk for self-harm, namely LGBTQI+ teens and young adults, American Indian/Alaska Native teens and young adults, and Black teens. Vibrant Emotional Health, the nonprofit responsible for administering 988, is separately planning to reach out to additional demographic groups with its own campaign that’s planned for 2024.
Progress and Next Steps
Other changes to 988 will come in the form of georouting technology. Since 988’s inception, calls have been routed based on cell phone users’ area codes, which doesn’t always align with where a person actually is. Georouting technology, scheduled for implementation by year’s end, will enable callers to be routed to a local counselor. Unlike geolocation technology, which pinpoints a caller’s precise location, georouting reveals only an approximate location, thereby allowing callers to maintain their privacy.
Plans are also in place for 988 to work with 911 to find ways for the two services to collaborate on matters such as determining when calls should be transferred from one to the other. 988 is also in the process of undertaking a five-year evaluation, the results of which will help to shape its long-term role in helping people in crisis.
Despite some of the shortcomings of 988, its future looks bright. According to Hannah Wesolowski, NAMI’s chief advocacy officer, seven out of 10 people who have contacted the lifeline said they received the support they need.
Endeavoring to strengthen these numbers even further, the Biden administration has made $200 million in federal grants available to states, territories, and tribes for fiscal year 2024. This funding, which comes on top of the $370 million in grants awarded over the previous two fiscal years, will better allow local call centers to maintain the staff and resources they need to serve their communities.
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