Today, the 988 Suicide & Crisis Lifeline announced that the process to start routing cellular phone calls to 988 contact centers based on the caller's approximate location, versus by area code – known as "georouting" – began last week with two major U.S. wireless carriers that combined make up about half of all wireless calls to 988. The U.S. Department of Health and Human Services' (HHS) Substance Abuse and Mental Health Services Administration (SAMHSA) and the 988 Network Administrator, Vibrant Emotional Health, have been working with all of the major U.S. cell phone carriers for more than a year to improve call routing to 988 so that callers on a cell phone can be connected more locally to centers that are better equipped to provide nearby resources and services. Building on this latest development, Federal Communications Commission Chairwoman Jessica Rosenworcel today announced that the FCC, which established 988 as the three-digit dialing code for the Lifeline in 2020, will vote on final rules to codify georouting at its Oct. 17 Open Meeting.

These new rules, if adopted by a vote from the full commission next month, would require all U.S. wireless carriers to implement georouting. In addition, the rules will also establish an implementation timeline for georouting calls to the 988 Lifeline of 30 days following the effective date of the rule for nationwide wireless providers and 24 months after the effective date of the rule for smaller, non-nationwide providers.

Since 988's launch in July 2022, trained counselors have answered more than 10 million calls, texts, and chats from people looking for help with suicidal thoughts and mental health and substance use-related crises.

More than 200 contact centers across the country provide support through the 988 Lifeline network. Georouting connects cell phone callers to the closest 988 contact center to the caller’s physical location. Georouting differs from geolocation in that it does not provide a precise location of the caller, allowing callers to maintain their location privacy. Studies have shown that after speaking with a trained crisis counselor, most callers feel more hopeful and less depressed, suicidal and overwhelmed.

988 provides specialized counseling for Veterans, Spanish speakers, LGBTQI+ youth, and people who are Deaf and Hard of Hearing; these services will continue to route to national service providers. Anyone who is struggling with mental health or substance use issues, or is concerned about a loved one, can call or text 988 or chat at 988lifeline.org to receive support from trained, compassionate counselors, 24/7.

Read the full press release here.

FCC