Buzz
By now, you’ve likely heard that the National Suicide Prevention Lifeline recently adopted a new, three-digit phone number: 988. This new, simpler number has been widely promoted in the media, as advocates aim to ensure that anyone in need can easily remember it, just like 911. (The previous number, 1-800-273-8255, remains operational as well.)
You may also have observed, however, a growing resistance amidst this media campaign. Many advocates are voicing their concerns—often through infographics, much like those shared on Instagram during moments of social unrest—and urging people not to dial the new hotline number. But what’s behind this?
Why are some opposing the use of 988?
A frequently circulated infographic states: “988 is not user-friendly. Do not call it, share it, or post it unless you understand the risks involved. These include police involvement, embarrassing involuntary treatment in emergency rooms and psychiatric hospitals, the use of medical force against ‘uncooperative’ or distressed individuals, forced medication, overwhelming medical bills, and life-altering trauma.” Another infographic suggests that the line “isn’t the hotline we need” and claims that those behind it “don’t explain … what happens after you call,” though it admits that it’s “a good number to dial if you are in immediate danger and need to be transported to a hospital for safety.” This graphic also describes the American mental health system as “a disaster” that should be avoided unless absolutely necessary.
It may seem strange to see mental health advocates criticizing a lifeline meant to connect people in crisis with essential resources, but their concerns echo those that the original lifeline faced as well. The main concern revolves around the fear that law enforcement will respond to mental health calls, potentially escalating situations or making them dangerous for individuals who were simply seeking help from the trained counselors at the call centers. There’s also worry that individuals may be involuntarily hospitalized or medicated. Furthermore, concerns around call tracing arise, even though the line is meant to be confidential; those running the service do use the caller’s information to connect them with local resources. These issues are troubling individually, but also increase the likelihood that someone could face social or professional consequences for reaching out.
What does the Lifeline say in response to these concerns?
When asked about the concerns raised by advocates, a representative from the Lifeline directed Mytour to an FAQ page that addresses call tracing and police involvement. The page explains the following:
The Lifeline currently does not have the ability to directly “trace” callers, nor can it interact with chat or text users in the same manner that 911 services do. However, in rare instances where emergency services are required to prevent someone from seriously or fatally harming themselves, and the individual is unwilling or unable to share their location, Lifeline counselors are obligated to share whatever information they have, such as the caller’s phone number or the chat user’s IP address, with 911 operators in order to assist in locating the individual.
According to the FAQ, 'The Lifeline suggests that crisis counselors only reach out to emergency services (911, police, sheriff) in situations where there is an immediate or ongoing risk of harm to oneself or others. If a less intrusive safety plan cannot be developed in collaboration with the individual, then emergency services may be contacted. Only a small percentage (less than 2%) of Lifeline calls require emergency services. When this occurs, most of these calls happen with the consent of the caller.'
What does this imply for you?
The suicidologist mentioned earlier highlighted a major concern: individuals in crisis may hesitate to reach out due to fears of police involvement, involuntary hospitalization, or potential consequences (professional, social, or residential) stemming from their call.
If you are facing any mental health emergency, the line will accept your call. However, as Beth Skwarecki, Senior Health Editor at Mytour, explained in her overview of the line’s new features, if you aren't in immediate danger and are simply seeking someone to talk to, a warmline might be a better option. Find a list of warmline numbers here.
If you're in imminent danger and decide to dial 988, it's not a certainty that the police will be called or that you will be hospitalized. The trained crisis counselors don't follow a strict script; they might help you create a safety plan, encourage you to contact family or friends, or direct you to additional resources. They could also schedule a follow-up call or even send a counselor to your location if you consent and such an option is available.
Although concerns about police involvement and involuntary intervention are completely valid, you have several options available, whether you are in urgent danger or simply in need of someone to talk to. If you do call 988, don't hesitate to express any concerns about emergency services, particularly if you feel it could escalate the situation. The crisis counselors are trained to engage in open-ended dialogue, with your safety as their primary goal. Be sure to clearly communicate if there are outcomes—like police involvement or anything that could affect your employment—that would make you feel more unsafe.
