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After Two Years, the 988 Suicide and Crisis Lifeline Is Still Growing

The 988 emergency hotline plays a critical role in mental health intervention, both in California and nationally.
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This news story is also available in Spanish.

In 2022, the National Suicide Prevention Lifeline was rebranded as 988, an easy-to-remember, quick-to-dial number in the event of a mental health crisis. This July 16, as the 988 lifeline marks its two-year anniversary, the results are overwhelmingly clear that the shift to three-digit dialing was long overdue.  

According to the Substance Abuse and Mental Health Services Administration (SAMHSA), which manages the hotline, the number of contacts — identified as phone calls, texts and computer chats — averaged about 250,000 per month right after the launch. Over time that figure has skyrocketed, with more than double that amount, 610,378 contacts, recorded in May of this year.  

"The high volume of contacts is a double-edged sword,” said Jennifer Christian-Herman, vice president of Clinical Strategy and Programs at Blue Shield of California. “The good news is that people now know about 988, they're familiar with it and using it more. But this also means there are over 600,000 people who were in crisis in May.” 

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Jennifer Christian-Herman, Blue Shield of Calfornia

988 is saving lives  

The importance of the 988 hotline is backed by troubling statistics from the Centers for Disease Control and Prevention (CDC). In its most recent data from 2022, the CDC reports that suicide claimed the lives of over 49,000 people that year. It was also the second leading cause of death among youth ages 10-14, and those 25-34 years of age.  

"It's not acceptable that suicide is one of the leading causes of death when there is help out there,” said Christian-Herman. “Having a way that you can easily reach out to a counselor who listens and gives guidance can save lives.” 

It’s also proving to be an important resource for young people. Blue Shield of California’s 2023 BlueSky Youth Mental Health Survey found that 46% of respondents from across the United States had experience with the 988 hotline. One in four (25%) said they knew someone who had used it, and 11% said they had used it themselves.

How 988 works 

The 988 lifeline is available to those in mental health distress or experiencing a suicidal crisis, via call, chat or text — 24 hours a day, 7 days a week. The services don’t require payment or insurance. Specialized support is available for LGBTQI+ youth, veterans and people who are deaf or hard-of-hearing. 988 also offers Spanish-speaking counselors, with translation assistance provided for more than 240 other languages.

Callers will first hear a greeting, then be routed to either the national network or a local crisis center based on the caller’s issue and area code. A counselor will then join the call and work to understand the issue, while also providing support and resources. If in-person assistance is needed, the 988 counselors can coordinate with local crisis response teams in the area — again, based on the caller’s area code.

"Whether people need counseling, an in-person intervention or a place to go to be safe, 988 mobilizes the resources necessary to intervene in a mental health crisis," said Christian-Herman.  

She further draws a crucial distinction between 988 and 911: "For an individual having a mental health crisis, contacting the police or seeing officers at your door can be scary and add to the stress of the crisis. The 988 hotline ensures individuals receive specialized support from trained counselors. By providing an accessible, comprehensive support system, 988 is a significant advancement in mental health crisis intervention, promoting well-being and ultimately saving lives.” 

Resources: 

  • For more youth mental health resources, visit our BlueSky website. 
  • TEEN hotline for youth mental health. 
  • For Blue Shield of California members who are looking for a mental health provider, please click on our Find a Doctor page.