FAQ
Have a question? We may have an answer below.
Calling the 988 Lifeline:
What do I do if I have trouble connecting when I call?: We work hard to make sure that everyone can reach a crisis center as quickly as possible. If you call 988 and are having trouble reaching a crisis counselor, please let us know using our Contact Us form (available in the left sidebar). If you are in a medical emergency or suicidal crisis and you cannot connect, please call 911.
Does the 988 Lifeline feature TTY services for the hearing impaired?: For TTY Users: Use your preferred relay service or dial 711 then 988.
Is the 988 Lifeline available in other languages for non-English speakers? Yes. The 988 Lifeline offers Spanish call, text, and chat services. To connect with a Spanish-speaking crisis counselor, dial 988 and press 2. Additionally, the 988 Lifeline offers an interpretation service in over 240 languages and dialects through the call option to 988, increasing accessibility to many people wishing to use the line. Interpreting services are available 24/7 and the average time to be connected to an interpreter is only 17 seconds. This service allows callers to comfortably connect with crisis counselors in their preferred language outside of English.
To connect with an interpreter, callers can dial 988 and ask for one in English if they are able, or they can simply say the name of the language they need to prompt the crisis counselor to get an interpreter on the line. Our interpreting service can also assist crisis counselors in identifying the needed language if the crisis counselor is unsure. Individuals requiring interpreting services may also have someone else who is more proficient in English coordinate an interpreter with their crisis counselor on their behalf.
Interpreters receive special training to provide effective interpretation over the telephone and follow a code of ethics that includes requirements related to confidentiality, accuracy, and impartiality. Interpretation is only available through calling 988, it is not yet available for our text and chat service.
Are there specialized services for LGBTQI+ youth who reach out to 988? Yes. In fall 2022, the 988 Lifeline began a pilot program to offer specialized call, text, and chat supports for lesbian, gay, bisexual, transgender, queer, questioning, and other sexual and gender minority (LGBTQI+) youth and young adults. The program aims to support people under the age of 25 who reach out to the 988 Lifeline and want the option of connecting with a crisis counselor specifically focused on meeting the needs of LGBTQI+ youth and young adults. The specialized services are currently available by text and chat daily from 3 p.m. to 2 a.m. Eastern Time and 24/7 by calling until capacity is built up to offer all services 24/7.
Can the 988 Lifeline and the Veterans Crisis Line also be reached by dialing 1-800-SUICIDE? Yes. All calls from 1-800-SUICIDE have been routed through the 988 Lifeline network since March 2007. Callers to 1-800-SUICIDE are now being routed through the 988 Suicide & Crisis Lifeline’s network of over 200 crisis centers across the nation, the same network that responds to 988 callers in crisis.
Will the 988 Lifeline number appear on my phone bill? Whether the 988 Lifeline phone number will appear on your phone bill depends on your phone carrier. Please contact your phone carrier to ask how 1-800 toll-free numbers will appear on your phone bill.
Is the 988 Lifeline service still available in a state or an area that does not have a crisis center participating in the 988 Lifeline network? Yes, the 988 Lifeline itself covers all areas of the country, even if there is no local crisis center participating in that area. It is our goal to have calls answered as locally as possible, so we are working on developing relationships in areas where there are no crisis centers in the network.
How do you determine which area each 988 Lifeline crisis center serves? Each of the crisis centers that participate in the 988 Lifeline informs us of their capabilities in terms of number of phone lines, staffing, and geographic coverage areas, which helps in the development of the routing plan. Crisis centers are not asked to cover areas they do not feel capable of covering. Many provide services in their direct areas as well as statewide or nationwide, while others may serve local counties and provide backup for a neighboring crisis center.
How do I submit a complaint, compliment, or other feedback about my experience calling the 988 Lifeline? You can share your feedback with us directly by using our 988 Lifeline Contact Us Form. You can find it at 988lifeline.org/contact-the-lifeline/.
How can I retrieve information about a call I or someone I know made to the 988 Lifeline? Due to the 988 Lifeline being a confidential service, we are not able to provide information about or records of any phone calls made to the hotline without a court order. To send a court order for release of information, please use the 988 Lifeline’s “Contact Us” form for further direction.
The 988 Lifeline greeting states that calls may be recorded for quality assurance, evaluation, or training purposes. What does this mean? At the 988 Lifeline, we value the confidentiality of our callers. Crisis centers in the 988 Lifeline network may independently utilize call recordings for quality assurance and training purposes, dependent on the best practices of the center. This message is part of our greeting in order to let our callers know that they may be recorded by the local crisis center.
Can an organization that's not a crisis center warm transfer a caller at risk of suicide to the 988 Lifeline number?
We encourage any organization to let a person at risk know about the 988 Lifeline number and encourage them to call us directly. The safety of callers transferred to us can be complicated by geography and technological issues so we recommend against doing so. If your organization regularly comes into contact with individuals at risk for suicide and might have an ongoing need to assure callers at risk get connected safely from your organization to the 988 Lifeline, please complete the 988 Lifeline Contact Us Form at 988lifeline.org/contact-the-lifeline/.
Texting the 988 Lifeline:
Who should text the 988 Lifeline? Anyone who is struggling can use this service, whether it be someone who is depressed, needs to talk, or is contemplating suicide. The crisis counselors are here to listen and support you through whatever difficult times you may be facing.
How do I text the 988 Lifeline? To start a text conversation with the 988 Lifeline, you can send any message to 988.
What happens when I text the 988 Lifeline? First, you’ll see a wait-time message while we connect you to a crisis counselor. If demand is high, you can always look at our “Helpful Resources” below, or call the Lifeline at 988. A crisis counselor will answer your text. This person will listen to you, understand how your problem is affecting you, provide support, and share resources that may be helpful.
Can I text with the 988 Lifeline in my preferred language? 988 Lifeline Crisis Chat and Text is currently only available in English and Spanish. To connect with the 988 Lifeline in Spanish, text AYUDA to 988.
If you need support in a language other than English or Spanish, please call 988.
When are 988 Lifeline text services available? 988 Lifeline text services are offered 24/7, 7 days a week. If you are having trouble connecting, we encourage you to call the 988 Lifeline at 988.
Are all 988 Lifeline text communications secure and confidential? The confidentiality and security of transcripts and any data collected during chats and texts are ensured through the 988 Lifeline chat and text software provider, which uses the same encryption and data protection standards required by major financial institutions to transact business with each other.
What do I do if nobody answers? If the service appears offline or busy, please call the 988 Lifeline at 988 or chat with us. We are available 24/7. If you or someone you know is in danger or needs immediate medical attention, please call 911.
988 Lifeline Chat:
Who should use the 988 Lifeline Chat service? Anyone who is depressed, going through a hard time, needs to talk, or is thinking about suicide can use the chat. The crisis counselors are here to listen and support you through whatever difficult times you may be facing.
What should I expect during a 988 Lifeline Chat session? Our goal is to help you reduce stress and feel empowered to make healthy decisions. You will be asked questions regarding your safety, feelings, social situation, and if you have any thoughts of suicide. If a crisis counselor feels you are in danger they will speak with you about accessing emergency services, and/or gather additional contact information to ensure your safety. The crisis counselor will work with you to create a safety plan if necessary.
When is 988 Lifeline Chat available? The 988 Lifeline Chat service is available 24/7. If you have trouble connecting to the chat service we encourage you to call the 988 Suicide & Crisis Lifeline at 988.
Are all 988 Lifeline Chat communications secure and confidential? The confidentiality and security of chats are ensured through the 988 Lifeline chat software provider, which uses the same encryption and data protection standards required by major financial institutions to transact business with each other. All of your communications are securely encrypted from your computer to ours.
How do I submit a complaint, compliment, or other feedback about my experience with 988 Lifeline Chat? You can share your feedback with us directly by using our 988 Lifeline Contact Us Form. You can find it at https://988lifeline.org/contact-the-lifeline/