What is 988
A free confidential lifeline- providing judgement free care.
Basic Stats:
As of July 2025
Total Contracts to 988:
17, 785,050
Average time to answer: 33 seconds
Averal Call length:
13 minutes 47 seconds
How does it work:
Explain difference between geo routing and geolocation:
Geo routing: 988 does attempt to route callers to the nearest center to them in the network using their area code.
Geolocation- which is receiving a pinpoint location for dispatch during an emergency is not in use for 988 and not being considered to ensure the anonymity of the lifeline.
What to do:
Call- call the number 24/7 - reach a live counselor
Text- text 24/7 - you will complete a brief survey to get to the best help available
Chat- available 24/7- similar to the text interaction
What you can expect:
Calling:
- Step 1- You will hear a recording that allows you to select language and or veterans option
- Step 2- hold music while being connect to a live counselor
- Step 3- You will get introduced to counselor and be asked if you are safe
- Step 4- Once you confirm you are safe, your counselor will listen, provide support and resources.
Texting or Chatting:
- Step 1- You are connected to the line and chose your language
- Step 2 – You accept the terms of service
- Step 3- You will receive a brief survey to best be able to understand your level of needed support
- Step 4 you may be asked a few more questions
- Step 5 – you are connected to our counselor and asked if you are safe
- Step 6- your couselor listens provides support and resources
Who can use it:
Anyone in crisis
With someone in crisis
Worried about someone who may be in crisis
Anyone needing extra support
Worried about a substance use disorder
Success Rates:
98% of all contacts are able to get a commitment to safety.
However, when emergency services must be involved, over half of these emergency dispatches occur with the caller’s consent. Whenever possible the 988 counselors will recommend alternate options such as collaborating on a safety plan, utilizing mobile crisis teams, collaborating with the individual’s loved ones or professionals, or supporting the individual to get to a Crisis Stabilization Unit, emergency department, or urgent care.
988 operators must provide information to 911 operators to attempt to locate an individual, if they are unwilling to provide that information, if there is a belief that the person is in danger of seriously or fatally harming themselves or others.
How is it funded?
Combination between state and federal funding
Sources: FAQ: Does Vibrant use police intervention for callers, texters, and chatters to the 988 Lifeline? - 988 Lifeline
Lifeline Performance Metrics | SAMHSA
