The rollout of 988 makes getting help easier to rememberDate: 8/1/2022 WESTERN MASS. – People around the country have a new, easier way to reach out when experiencing a mental health crisis. On July 16, a new three-digit number for the National Suicide Prevention Lifeline (NSPL), went live. People can now call 988 to receive help when experiencing mental health issues.
When a call comes in to 988, it is routed to a call center based on a caller’s area code. In Massachusetts, that help will come from Call2Talk, a program from Mass211. Mass211 is a statewide platform that connects residents with essential community services such as shelters, food banks, emergency storm response, housing, domestic violence help and more. There are two Call2Talk centers in Western Massachusetts and three other agencies that can respond to local mental health emergencies.
A Call2Talk trained specialist will answer 988 calls and initially assess the “depth” of the caller’s safety. If the individual is seeking care for themselves or another, the call-taker will put them in touch with a relevant provider or agency.
“Often when people call, they have been dealing on their own for a while and want resources,” said Eileen Davis, vice president of Mass211 and director of Call2Talk. Call-takers may also serve the purpose of just listening to the caller.
“When you are despairing, hearing another human voice can really be helpful,” Davis said. “It can buy you enough time to get through the day, get through the night.” She added that call-takers are often able to refer the person to resources at the end of those calls.
In what Davis described as “a very small percentage of calls,” there is a more acute risk, and a mobile crisis unit may be dispatched. In the greater Springfield area, these units are part of Behavior Health Network (BHN). A call-taker can also connect people to 911 in their area if the person poses an imminent danger to themselves or others.
Assigning an easy-to-remember number to mental health resources makes it “more palatable” to the public, which will make it more likely that people will call before their mental health struggles rise to the level of a crisis.
“It encourages the flow of calls to a number that provides support instead of response,” as with the police, said Davis. Calls going to 988 instead of 911 will also free up resources for other emergencies for which the police are specifically needed.
Need on the Rise
Davis said Call2Talk has “seen a spike” in calls over the past two years.
“If you don’t have mental health issues going into the [coronavirus] pandemic, even if it doesn’t impact you directly, if affects you. People feel like there is a lot happening,” between health emergencies, political strife and the war in Ukraine, Davis said. “Sometimes, people call, and they don’t even know why they’re upset.”
Despite this, Davis said she is glad to see so many younger people calling. “It’s a wonderful thing that children are recognizing those feelings and seeking out help.” Davis said 988 is confidential, free to call and available 24 hours a day, seven days a week. People can also connect with Call2Talk by texting C2T to 741741. “There’s no risk, no judgment. Because it’s so accessible, for those that want it to work, it’s going to work,” she said.
Call2Talk is growing its capacity to handle more 988 calls. Volunteers are being sought and trained, with each call-taker undergoing an interview, a 20-hour class with role playing, presentation, conversation and best practices, followed by 24 hours of live calls with a mentor. “It’s a commitment,” Davis said.
According to the Substance Abuse and Mental Health Services Administration (SAMHSA), the NSPL received 3.6 million calls, chats, and texts in 2021 alone. The agency expects that volume to double within the year now that there is an easier number to remember.
People will still be able to call the NSPL at 1-800-273-TALK (8255), and the calls will be routed to 988 indefinitely. Specific crisis lines are also available. The Veterans Crisis Line can be reached by calling 988 and pressing 1, visiting www.veteranscrisisline.net or texting 838255. LGBTQ youth can reach the Trevor Lifeline by calling 1-866-488-7386 or texting 678-678.
To learn more about 988, visit www.samhsa.gov/988 and https://www.samhsa.gov/find-help/988/faqs.
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