“988 isn’t just a number. It’s a promise: that no one has to go through a mental health crisis alone.”
-988 Lifeline Supervisor Stephanie Clifford at 988 Day Event
Horizon Healthcare Partners announced that there has been a 212% increase in calls since 988 became the crisis behavioral health hotline. Co-authored by RI Senator Jack Reed, the National Suicide Hotline Designation Act of 2020, the Federal Communications Commission designated made the number change official in 2022. There have been many public awareness campaigns during that time, especially in RI. Thanks in part to a generous grant by SAMSHA, there have been bus, billboard, radio, TV and social media ads to let the community know of this service.
“We don’t have data that clearly tells why more people are calling,” says HHP Director of Communications & Community Partnerships Karen Jeffreys. “We do believe that the public awareness campaigns we have been able to conduct have helped us to reach so many more Rhode Islanders to let them know about this critical resource.”
988 is staffed by counselors that are skilled and nonjudgmental. 988 ideally links callers to full crisis care. There are three parts: ‘someone to contact (24/7 call centers), someone to respond (mobile crisis response teams) and a safe place for help crisis respite and stabilization centers).’ In RI, the call center is subcontracted by Community Care Alliance and BH Link to answer incoming calls. This state boasts a 98% call-answered rate, taking an average of 1.9 seconds to pick up the phone. BH Links offers an additional advantage with the call center located next to the treatment center. This ensures that masters-level clinicians, nurses, peers and frontline workers can offer immediate in-person assessments and referrals if needed.
“I think a successful call is when the caller feels heard and when they are able, with the help of the crisis counselor they are talking or texting with, are able to connect to resources to assist them,” Jeffreys says. “We have crisis counselors who are on the other end and are ready to help with a caring heart and backed by resources to support anyone experiencing suicidal, substance use, and/or mental health crisis, or any other kind of emotional distress.”
988 understands that not everyone is comfortable speaking about their issues. They launched a text option as an alternative for calling when in crisis.
“It has given Rhode Islanders another option for reaching out,” Jeffreys says. “Some folks might not feel comfortable calling but would feel comfortable texting. It becomes another tool in the toolbox of providing mental health support to all Rhode Islanders.”
Jeffreys feels confident that people will feel comfortable upon contacting 988. She reiterates the caring and nonjudgmental nature of the trained counselors answering calls and text messages. She also wants people to know that they can reach out for advice if they feel that a loved one may need crisis support.
“These are the moments where empathy becomes a lifeline,” Clifford says. “We listen. We validate. We help them find the one reason to hold on. These are not just calls. They’re moments of courage. Moments of connection.”
September is both National Suicide Prevention Month and Recovery Month. Jeffreys says that there will be many events throughout the month supporting both. She encourages all to attend and help spread the word about 988.
“Please don’t hesitate to call 988 – you don’t have to be suicidal to call,” Jeffreys urges. “988 is here, 24/7, 365 days a year. 988 is for all ages and we are free and confidential. We are here for you – please call or text for help. You matter!”