988

A counselor survey about work experiences paints a picture of uneven training, uncertainty about how long to stay on the line, and policies on whether to inform a caller when police are on the way.

For rural Americans, who live in areas often short of mental health services and die by suicide at a far higher rate than urbanites, the federally mandated crisis phone line is one of the few options to connect with a crisis counselor.

Residents can make video calls with trained Lifeline counselors who use ASL by clicking on the ASL Now button on the Lifeline’s website or by dialing 1-800-273-TALK.

“No one ever forgets 911. No one ever forgets 411. And now, no one will ever forget 988,” says one mental heath expert.

Experts caution that suicide is complicated, but a main driver is availability of guns. "I know it's complicated, I really do. But we have to be able to do something," says a Pasco mom whose son shot himself.

In the year since the 10-digit line changed to 988, one South Florida nonprofit has seen a 50% increase in calls. Lack of affordable housing and the pandemic are among the drivers.

It's clear the suicide hotline, a network of more than 200 state and local call centers, faces challenges, including public mistrust and confusion. It’s also clear it needs federal and state funding to be sustainable.

The three-digit number was launched to make it easier for people in crisis to access help. Crisis Center CEO Clara Reynolds says the spike in calls suggests mental health challenges persist for many.

The center is now seeking new volunteers to join its first training session of the year on Saturday. No prior experience or certification is required to join, and there are no training fees.

The money will pay for 10 staffers focused on handling 988 calls. Staff now are juggling those calls while also managing other helplines.

The Crisis Center of Tampa Bay has answered thousands of 988 calls since the launch, and CEO Clara Reynolds says emergency responders have only had to get involved about 2% of the time.

The 988 line is the centerpiece of a nationwide effort to unify responses to Americans experiencing mental health crises. But many people, especially in rural areas, will continue to find themselves far from help if they need more support than operators can offer.