A conversation between Vibrant Emotional Health and the Association for Behavioral Health and Wellness.
ABHW: What challenges has 988 faced in its first years? How is the system addressing staffing shortages or wait times?
Vibrant Emotional Health: Simplifying the number to 988 significantly increased awareness and contact volume, reinforcing that easy access is critical to reaching people in crisis. Since the transition to 988 in July 2022, the 988 Suicide & Crisis Lifeline has routed over 17.5 million contacts via call, text, and chat (as of July 2025). That’s over 12 million calls, 3 million texts, and 2 million chats. In the last year, the 988 Lifeline has seen a 20% year-over-year increase in contact volume.
As the administrator of the 988 Lifeline, Vibrant Emotional Health has focused on workforce management, training, and infrastructure to keep pace with demand so that help seekers get timely, compassionate care. Vibrant has set up enhanced technology systems for real-time data collection to optimize operations, complaint management, cybersecurity, and quality metrics, such as risk assessment and safety planning.
Another challenge we have overcome was refining call routing by general location rather than phone area code to connect help seekers to crisis counselors and resources closest to them. Connecting callers to centers well-versed in their community’s specific services and local resources enhances the relevance and quality of care available to each caller.
ABHW: What specialized training do counselors receive, and are there any improvements planned for inclusive support?
Vibrant Emotional Health: Every crisis contact center in the 988 Lifeline network has a programmatic commitment and action plan focused on delivering accessible, culturally responsive care to all help seekers. This includes specialized training for counselors, support for staff well-being, and collaboration with community resources so counselors can make effective referrals and people can get appropriate ongoing care.
To further strengthen tailored support, Vibrant provides a range of education resources to network centers, particularly focused on serving populations at high-risk for suicide. These resources are continually updated and expanded, with new materials being developed to meet the evolving needs of the communities 988 serves.
ABHW: How does 988 work with 911, mobile crisis teams, or local providers?
Vibrant Emotional Health: 988 is for emotional and behavioral health support and crisis de-escalation with minimal law enforcement involvement, unless there is an immediate physical or medical safety threat.
988 counselors collaborate with help seekers to provide emotional support, and, when needed, create the least invasive safety plan available using local mental health resources like mobile crisis teams, local community crisis stabilization centers and providers, and even family and friends.
By redirecting non-emergency mental health crisis calls from 911 to 988 and connecting people in crisis to behavioral health support services, we can better divert people from unnecessary encounters with law enforcement and unnecessary hospitalization and incarceration.
Vibrant and the 988 Lifeline have also been working closely with the National Emergency Number Association (NENA). NENA has provided standards to 911 communication centers that explain collaboration among 988 and 911 and provide processes for the two services to work together in caring for help seekers in a mental health crisis.
ABHW: How can communities help shape the 988 Lifeline’s growth?
Vibrant Emotional Health: The 988 Lifeline’s strength lies in its ability to offer localized care, supported by a unified national standard. More than 200 local crisis centers form the backbone of the national continuum of mental health care.
Communities play a vital role in strengthening both 988 and the broader behavioral health crisis care system so that people have someone to contact, someone to respond, and a safe place for help. By expanding crisis response services, raising awareness of 988, and building connections among local providers and the 988 Lifeline, states, territories, tribes, and health systems are helping people in emotional and substance use distress access the full range of care they need, when and where they need it. Continued community involvement is critical to achieving the long-term vision for crisis care.
