988 crisis line implements georouting to better localize calls

WASHINGTON — 988, the nation’s first three-digit suicide and crisis lifeline, may soon be able to respond to people more precisely. 

When people call 988 after next month, they will be automatically referred to a crisis center that is in their area. 

Currently, 988 localizes calls by area code. But many people have different area codes from where they actually live. Anyone who has moved to a new area and didn’t change their phone number who called 988 would be answered by a call center where their old area code belongs.

Soon, however, their approximate physical location will be used to localize calls, using a process called georouting. The lifeline began the process last week with two major U.S. wireless carriers. Combined, these carriers make up about half of all wireless calls to 988, according to the Substance Abuse and Mental Health Services Administration (SAMHSA). 

On Oct. 17, the Federal Communications Commission (FCC) will vote on the final rules to codify georouting. After that, wireless carriers will have 30 days to implement it.

“In times of crisis, every minute matters — especially when seeking help for yourself or a loved one in need of mental health support.  There’s a real benefit to connecting with resources available in your own backyard and speaking with those within your own community,” FCC Chair Jessica Rosenworcel said in a press release. “Georouting means those responding to 988 calls have a lot more knowledge of local resources at their fingertips and are better equipped to get the caller the help they need, where they need it. Through our vote next month, the FCC is committed to making sure that everyone can connect to these local resources.”

Georouting is different from geolocation. 

Social media posts circulating within the first few months after the lifeline launched in 2022 claimed that 988 would track callers' geolocations and automatically send police or emergency services. That is not true. Though 911 has been granted access to see the geolocation of callers, 988 has not — and has no plans to implement geolocation, according to SAMHSA’s frequently asked questions page.

All that georouting means is that when a person calls 988, their call will be automatically sent to the crisis center closest to their physical location. It does not include their precise geographical location.

If you or someone you know needs help, call the 988 Suicide & Crisis Lifeline by simply dialing 988. You can also text the number or chat online at linea988.org/chat. It is free, available 24/7 and confidential.