Chat is available in both English and Spanish through the Lifeline’s website at 988lifeline.org/chat and linea988.org/chat. People seeking chat services are provided with a pre-chat survey before connecting with a trained Crisis Counselor, who 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, people are encouraged to look at the 988 Lifeline’s “helpful resources” while waiting. Once you are connected, a Crisis Counselor listens and connects to you, works to understand how your problem is affecting you, provides support, and shares resources that may be helpful. Chat service is currently expanding so that an increasing number of chats are routing to local 988 Lifeline network crisis centers based on the information that you choose to supply in the pre-chat survey.

People using the 988 Lifeline are not required to provide any payment or insurance information to receive support. However, standard data rates from telecommunication mobile carriers may apply to those who text to the 988 Lifeline. If monetary assistance is needed for communications needs due to data rates, please see www.fcc.gov/lifeline-consumers for more information.

Calls to the 988 Lifeline are confidential, but we are required to report to outside agencies and/or get additional help in certain situations, including immediate risk of suicide or homicide and minor, elder or dependent adult abuse or neglect. Calls may be recorded or supervised for quality assurance. No call information will be shared unless the above criteria are met.

988 was established to improve access to crisis services in a way that meets our country’s growing suicide and mental health-related crisis care needs. 988 will provide easier access to the Lifeline network and related crisis resources, which are distinct from the public safety purposes of 911 (where the focus is on dispatching Emergency Medical Services, fire and police as needed).

The 988 and 911 systems will need to be closely coordinated to seamlessly allow referral of callers for appropriate care or response that addresses the unique circumstances present with each crisis encounter. Suicide Prevention & Crisis Service of Tompkins County is actively engaged with our 911 counterparts at the local level to plan for smooth coordination between the two services.

Callers who are Deaf, DeafBlind, DeafDisabled, Hard of Hearing, and Late-Deafened can directly dial 988 on a videophone or click the “ASL Now” button on 988lifeline.org to connect with Crisis Counselors who can communicate in ASL and are trained in working with the Deaf and Hard of Hearing community.

Yes. Lesbian, gay, bisexual, transgender, queer and intersex (LGBTQI+) youth and young adults who want to connect with a Crisis Counselor specifically focused on meeting their needs can call 988 and select option 3, text “pride” to 988, or access the service via chat.

Anyone who needs support for thoughts of suicide, mental health and/or substance use crisis, or who has a loved one in distress, can connect with a trained Crisis Counselor by calling, chatting, or texting 988 (if telephone, cellular, or internet service is available). This is true for Tribal nations, as well.

Additional efforts are underway to partner with Tribal nations to expand the 988 Lifeline in these communities, including training Crisis Counselors who are culturally and linguistically aware.

When you reach out to the 988 Lifeline, the Crisis Counselor who responds to you will know your phone number via call or your IP address if you are using chat. Beyond that, they will not know who you are or where you are located. You are not required to provide personal information to receive support from the 988 Lifeline.

If a 988 Lifeline Crisis Counselor makes an effort to gather information during a call, text, or chat, it will be to:

1. Save lives
2. Connect people to ongoing support
3. Evaluate 988 Lifeline services.

In rare situations when a 988 Crisis Center has to reach out to a 911 dispatcher because of concerns about an immediate risk to life, 911 may be asked to initiate a precise geolocation lookup with the Internet Service Provider or wireless carrier. This is needed because 988 does not have access to your precise location when you reach out.