How the 988 Suicide and Crisis Lifeline Works

Since July 2022, dialing 988 connects anyone in the United States to the Suicide and Crisis Lifeline, a network of over 200 local crisis centers staffed by trained counselors available around the clock. The number replaced the old ten-digit hotline and was designed to be as easy to remember as 911. But while most people know that 988 exists, fewer understand what actually happens when they reach out. Knowing the process beforehand can make a critical difference in the moment someone decides to call.

What Happens When You Dial 988

When you call 988, the system routes your call to the nearest available crisis center based on your area code. A trained crisis counselor answers and begins by asking how you are doing and what brought you to call. There is no script to follow on your end. You can say as much or as little as you want.

The counselor listens, asks questions to understand your situation, and works with you to assess your immediate safety. They are trained in de-escalation, risk assessment, and collaborative safety planning. The goal is to help you move from a moment of acute distress to a point of relative stability before the call ends. Most conversations last between 20 and 40 minutes, though there is no strict time limit.

If you are in immediate physical danger, the counselor may coordinate with local emergency services. This happens in a small percentage of calls. In most cases, the conversation itself is the intervention, and the counselor will help you identify next steps, whether that means contacting a therapist, going to a crisis stabilization center, or simply having a plan for the next few hours.

Text and Chat Options

Not everyone can or wants to make a phone call during a crisis. The 988 Lifeline is accessible by texting 988 or through online chat at 988lifeline.org. Both connect you with trained counselors who communicate in writing. Text-based support tends to take longer than a phone call because typing is slower than speaking, but the quality of support is equivalent.

Text and chat are especially useful for people in situations where speaking aloud would be unsafe or uncomfortable. Teenagers, people in shared living spaces, individuals with hearing impairments, and those who process better through writing all benefit from these alternatives. In Western Colorado, where cell service can be unreliable in mountain areas, knowing that text and chat exist as backup options adds a layer of accessibility.

Who Can Call 988

The 988 Lifeline is not limited to people experiencing suicidal thoughts. Anyone going through a mental health crisis, emotional distress, or a substance use emergency can reach out. Common reasons people call include:

• Suicidal thoughts or self-harm urges
• Panic attacks or severe anxiety episodes
• Substance use crises, including overdose concerns
• Emotional overwhelm from grief, trauma, or relationship conflict
• Concern about a loved one who may be in crisis

Specialized sub-networks within 988 serve veterans (press 1 after dialing), Spanish speakers (press 2), and LGBTQ+ youth through the Trevor Project. These specialized lines connect callers with counselors who have specific training in the challenges facing those populations.

988 and Local Crisis Resources

The 988 Lifeline works best when connected to strong local crisis infrastructure. In Western Colorado, local crisis teams can respond in person when a phone call is not enough. Our crisis resources page lists regional contacts for walk-in crisis centers, mobile crisis teams, and detox facilities. When you call 988 from this area, the counselor can also connect you with these local options.

Understanding what qualifies as a mental health crisis and knowing the five steps of crisis intervention can help you or someone you support respond effectively while waiting for professional help to engage.

What 988 Does Not Do

The 988 Lifeline is a crisis service, not an ongoing treatment provider. A single call can stabilize someone in a moment of acute distress, but it does not replace therapy, medication management, or structured treatment programs. After a 988 call, the next step is usually connecting with a local behavioral health provider for continued support. West Slope Casa offers treatment services that can serve as that next step, providing the sustained care that follows crisis stabilization.