Over the past few years, you’ve probably heard a lot of buzz around the 988 hotline.
Launched in July 2022, the 988 Suicide and Crisis Lifeline provides 24/7 mental health support. 988 replaced a 1-800 number that was formerly known as the National Suicide Prevention Line.
Like 911, 988 is available around the clock for emergencies, so when should you call it instead of 911? Read on to learn more.
When should I call 988?
988 is intended to support individuals “in suicidal crisis or emotional distress.” It is fully confidential and can be reached by call, text, or chat, with a separate option for those who are deaf or hard of hearing. They also provide support in Spanish.
988 isn’t just for people who are personally struggling; it is also available for individuals who wish to help a loved one. It is primarily focused on assisting with behavioral health crises, including substance use disorders.
Calling 988 can help ensure that someone receives proper support through specialists who are trained in managing and de-escalating behavioral health crises. 98% of 988 calls do not need to involve law enforcement or emergency medical services (EMS).1 Law enforcement is often not trained to adequately address these issues and can make things worse for someone in a crisis.
Additionally, many people do not want law enforcement or EMS getting involved because they fear judgement or punishment. As a result, people experiencing behavioral health crises and/or their loved ones may feel more comfortable calling 988.
What happens when I call 988?
When you contact 988, you are connected to a crisis center based on your current location (through a process called “georouting”).2 There are over 200 local crisis centers in the 988 network.
You are then directed to a trained counselor at one of these crisis centers. They first ask if the caller is safe; after that, they will provide guidance and support.
There is a specific option for veterans to connect with a specialized counselor, given that they may experience particular mental health struggles.
In 2025, 988 discontinued its specialized services for LGBTQ+ individuals. The Trevor Project has a 24/7 suicide hotline that remains available for LGBTQ+ young people in crisis to contact.
When should I call 911?
911 should be called when you or a loved one are in immediate physical danger. Qualifying situations are those that require the fire department, EMS, or the police. This may mean someone is having a medical emergency or involved in any other sort of life-threatening situation. Emergency services and/or law enforcement are immediately dispatched in these cases.
Here’s an example of when to call 911 and when to call 988: if someone is actively overdosing, call 911. If someone is struggling with substance use but not in immediate danger of death, call 988.
So, call 988 if you or a loved one are experiencing a behavioral health crisis but are not in immediate physical danger. If you or a loved one are in immediate physical danger, call 911.