988 information for behavioral health providers and community-based organizations

Learn how to connect your clients to 988, what clients can expect when they call 988, and how 988 can support your clients and communities in times of need or distress.

When to refer a client or consumer to 988

988 is available for anyone, 24/7 through phone, chat, or text. 

If your client is feeling isolated, experiencing distress, thoughts of suicide, a mental health crisis, or they are concerned about someone in their lives, advise them to call or text 988 or visit 988lifeline.org/chat to chat online. 

Your clients can reach out to 988 at any time to be connected to a trained lifeline specialist who can provide emotional support and compassionate listening. Learn more:

• What callers can expect when they contact 988
• 988 accessibility and specialized services

The role of 988, 911 emergency services, and mobile crisis intervention

Download the Substance Abuse and Mental Health Services Administration (SAMHSA) resource Advising People on Using 988 Versus 911: Practical Approaches for Healthcare Providers to learn key considerations for the appropriate use of 988 vs. 911.

988 does not replace an existing therapeutic service or relationship but can be an additional support outside of your organization’s scheduled appointments or service hours. 988 call takers are highly trained staff and volunteers with extensive experience in providing non-judgmental, compassionate support to people in emotional distress and suicide and crisis intervention. 

If your client is in immediate need of Mobile Crisis Intervention call 1 [phone], anytime, day or night. Community Behavioral Health Centers (CBHCs) offer mobile crisis services that can connect your client to a crisis team directly. For more information visit mass.gov/CBHCs. 

Please also review frequently asked questions about 988 for information about suicide safety policies, call routing, and the role of the Behavioral Health Help Line. 

How to order or download shareable materials

Looking for flyers or handouts to share within your organization about 988? Order free Massachusetts-branded 988 products.

You can also order national 988 materials from SAMHSA's partner toolkit, including print materials.