About the 988 Lifeline

Not sure if 988 is for you? Find out when to use 988 and what to expect when you call.

About 988

988 is a three-digit number that connects callers to the National Suicide & Crisis Lifeline. 988 provides support to people who are experiencing emotional distress or suicidal thoughts — or are worried about a loved one who is. You do not need to be suicidal to contact 988. 

The services are free and available 24/7, 365 days a year.

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What to expect when you contact 988

All calls, texts, or online chats are answered by trained lifeline specialists who provide compassionate, non-judgmental support. 

988 specialists will listen to you, work to understand how your problem is affecting you, and share local resources that may be helpful.

Call

Dial 988 to connect to free, confidential emotional support 24 hours a day, 365 days a year. Your call will be routed to a local call center. 

Text

If you don’t feel comfortable talking to someone on the phone, you can text 988. You will complete a brief survey before connecting to a group trained lifeline specialists. 

Chat

On 988lifeline.org/chat, you will complete a pre-chat survey before being connected with a specialist that identifies the main area of concern 

If there is a wait to chat with a crisis counselor, a wait-time message will appear. If demand is high, you can call 988 or access the Lifeline’s online resources while waiting. 

Learn more at What to expect | 988 Lifeline.

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988 accessibility and specialized services

Videophone and TTY

• ASL videophone: call 988 with a VP number or connect through the 988 ASL Now web portal
• TTY users: use your preferred relay service or dial 711 then 988
• Learn more: 988 services for people who are deaf and hard of hearing

Service members and veterans

• Phone: call 988 and press 1 to connect to the Veterans Crisis Line
• Text: send a message to 838255
• Chat online: visit veteranscrisisline.net

Spanish language

• Phone: call 988 and press 2
• Text: send the word Ayuda to 988
• Chat online: visit 988lifeline.org/es/chat

LGBTQ+ youth

• Phone: call 988 and press 3
• Text: send the word PRIDE to 988
• Chat online: visit 988lifeline.org/chat and check the box for LGBTQI+ support in the pre-chat survey

Interpreter services

• Phone: call 988 and say the name of the language you need 
• Translation is available in more than 240 languages

Anyone can chat online to start a conversation on 988lifeline.org/chat.  

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Frequently asked questions

Who is 988 for? 

Anyone. 988 is for anyone in emotional distress or suicidal crisis. It is also for anyone who is worried about a loved one and needs support to get them help. Lifeline specialists are available to provide free, confidential emotional support to all callers. 

How does 988 interact with 911 emergency services? Will they find my location and send it to 911 without my consent?  

988 does not contact or share any information with emergency services such as 911, police or fire, unless a person’s life is in danger. 

• Fewer than 2% of calls to 988 in MA require emergency intervention 
• In accordance with the  Suicide Safety Policy, 988 call takers do not contact emergency services without a caller’s permission unless a suicide attempt is in progress or likely to happen in a very short period 
• View 988 policies at Best Practices | 988 Lifeline

988 Lifeline specialists are trained to talk through emotional distress via phone, text, or chat and provide resources as needed. If you or your loved one are in immediate danger, you should call 911 first.

Who answers the phone when I call 988?  

All calls are answered by a highly trained staff member or volunteer who will provide compassionate, non-judgmental support.   

The vast majority of 988 callers are served by the lifeline directly. Massachusetts 988 centers work collaboratively with callers to provide compassionate support. Lifeline specialists provide compassionate, nonjudgmental listening. They also offer assistance with de-escalation and safety planning to help individuals through the least restrictive means possible.    

When I call 988, where is my call routed to?  

Calls to 988 are routed to local call centers by georouting, based on the area code of your phone number, or to the 988 national network in some cases.

• Georouting: if you call 988 from a cell phone using a wireless carrier that has implemented georouting, your call is automatically sent to a call center near your approximate physical location
  • The routing and service providers do not receive detailed information about your exact “pinpoint” location
• Area code: if you call from a cell phone using a wireless carrier that does not have active georouting or from a landline phone, your call will be routed to the nearest call center based on the defined location of the first six digits (area code and prefix) of your phone number
  • For example, if the caller’s phone number has a 617 area code, the call will be routed to the call center nearest to Boston
• National network routing: if your call is not answered locally within a set amount of time or if you choose one of the specialized services (for example, if you press 1 for veterans or 2 for the Spanish line), you may be routed to 988’s national network

In all cases: please stay on the line to be routed to the next available call center.

Learn more about call routing from the Substance Abuse and Mental Health Services Administration (SAMHSA): 988 Privacy, Call Routing, and Network Functioning | SAMHSA and the Federal Communications Commission (FCC): 988 Call Routing | FCC.

Is the 988 Suicide & Crisis Lifeline a brand-new lifeline?  

No, 988 was formerly known as the National Suicide Prevention Lifeline at [phone]. 

Dialing either 988 or [phone] will get you to the same crisis call centers and services that have been available in Massachusetts for many years.

How is 988 different from the Behavioral Health Help Line?

988 is intended to support anyone in emotional distress or having suicidal thoughts and offers free, confidential emotional support to all callers.

The Behavioral Health Help Line (BHHL) directly connects individuals and families to the full range of treatment services for mental health and substance use offered in Massachusetts. BHHL offers individualized support, clinical assessment, and personalized treatment referrals.

988 and BHHL can both connect you to the services you need, such as Community Behavioral Health Centers or Mobile Crisis Intervention. 

• To reach BHHL directly: call or text [phone] or visit masshelpline.com to chat online
• To learn more about mental health and substance use services: visit Roadmap for Behavioral Health Reform in Massachusetts