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What to Expect When You Call a Crisis Hotline

The New York Times article “What to Know About the New Mental Health Crisis Hotline” explains what’s new about the 988 Suicide and Crisis Line.

“Anyone experiencing a mental health or substance use issue can call 988. Counselors on the other end of the hotline are trained in handling a wide range of mental health issues, including self-harm, addiction and suicidal ideation,” states the article. “You can also call on behalf of someone else. Counselors can offer guidance on helping a friend or loved one navigating a mental health emergency, and experts advise that people reach out particularly if a loved one reveals a plan to hurt themselves.”

The article explains that “Ideally, when someone calls 988, they will first be connected to one of 200 local call centers, which can help connect them to community resources or dispatch emergency services if necessary. If those call centers are busy, the caller will be automatically directed to a national backup center.” The article further emphasizes that calls are as anonymous as possible, and it’s okay if someone isn’t sure if they should call or not. Anyone questioning whether or not they should call are urged to make the call, just in case.

Calls typically last 15-20 minutes. Counselors will talk through problems with callers, maybe reaching the root of the issue, and then forming a plan forward such as who can be in the caller’s support system. There may sometimes be a wait before the caller can connect with someone, but experts urge callers to stay on the line and wait.

The article goes on to say that “In an emergency, such as if the caller requires medical attention, 988 will collaborate with local police or hospitals to dispatch services. Beyond that, calls are anonymous.” 

Man on the phone
Man making a call looking downtrodden.

Additional information comes from NPR’s article “Social media posts warn people not to call 988. Here’s what you need to know.” Callers may have concerns about police being dispatched to their house––that is a rare situation. The hotline wants to empower callers to choose to be safe on their own, and police is seen as a last resort for individuals who seem to be in grave danger of harming themselves. 

In regards of what to expect in a conversation with a counselor, the article explains that “Counselors who answer the phones or respond to texts and online chats for 988 are supposed to be trained to actively listen, discuss the callers’ concerns and wishes, and collaborate with them to find solutions. Most calls about suicide are de-escalated without law enforcement.”

“Instead, counselors talk through people’s reasons for dying and reasons for living; have callers connect with supportive family, friends, religious leaders or others in their community; refer callers to outpatient treatment; or set up follow-up calls with 988.”

Counselors cannot geolocate callers. Additionally, counselors are currently being trained on options for de-escalation that do not involve police to answer those concerns of callers. 

If callers still have concerns about calling 988, there are other options, referred to as “warm lines” rather than hotlines. These are typically staffed by peer volunteers, most often people who have experienced mental health challenges themselves. Here are the warm lines referenced by the NPR article: