- Is 988 an emergency number like 911?
No, 988 is not an emergency number like 911. 988 is for a mental health, suicide, or substance use crisis that does not require an immediate emergency response but does require timely, compassionate support. Individuals should contact 988 if they are:
- at risk of suicide,
- having thoughts of self-harm,
- in emotional distress,
- struggling to cope.
911 should be contacted for life-or-death emergencies requiring immediate action from emergency responders.
- If someone contacts 988 who is in imminent danger of hurting themself or someone else, what happens?
988 Crisis Specialists will initiate emergency intervention by contacting 911 to dispatch law enforcement or medical personnel. 988 Centers have access to a 911 lookup tool, enabling them to identify and connect with appropriate local emergency services.
- How often do 911 first responders get involved after someone contacts 988?
Of all the 988 contacts answered last year, 1.82% required first responder intervention for active rescue.
- How do most people reach out to 988?
Of the nearly 89,000 contacts routed to Missouri 988 Centers last year, 76% were calls, 17% were texts, and 7% were chats.
- Why do most people contact 988?
Missouri 988 Centers reported:
- 57% of contacts involved mental health needs or referral to care,
- 25% involved suicidal ideation or behaviors, and
- 21% involved an acute mental health crisis.
Missouri has six 988 Call Centers and one Text/Chat Center to answer in-state contacts. There are 19 Centers nationwide that provide text and chat services.
- Can Missouri change how the 988 platform works?
No. Missouri cannot change how the 988 platform works; the structure is set by Vibrant, the national administrator of 988. All features, such as automated prompts, are controlled by Vibrant.
- Are people reaching out to 988 via call/text/chat actually communicating with a real person?
Yes. While some automated prompts may appear when you text or chat to gather basic details, a trained Crisis Specialist provides real-time support and resources. Learn more about what to expect when you call, text, or chat 988 on the national 988 website or view the national call, text, or chat flowchart.
- When people text or chat, there are questions they need to answer…doesn’t that delay them getting to communicate with a professional?
The information requested by the automated prompts is required by Vibrant. While initial information gathering may cause a delay, it is designed to enhance the quality of the assistance provided by the Crisis Specialist. Missouri is consistently reviewing the average speed to answer metrics to ensure individuals in crisis are connecting to support as quickly as possible.
- Are the automated responses on text or chat created by Artificial Intelligence (AI)?
No, the automated responses are not AI generated. AI is not used in 988 conversations.
- How do we know that individuals using 988 are getting good services?
Interactions are regularly reviewed for quality assurance. Vibrant also collaborates with researchers to assess 988’s impact and refine best practices.
- How does DMH make sure that 988 providers are qualified and competent to respond to people in crisis?
All Missouri 988 Crisis Specialists are expected to meet both Vibrant and DMH training requirements. Crisis Specialists receive over 120 hours of initial training in crisis intervention, suicide risk assessment, de-escalation techniques, and more. Additional ongoing training is required.
- Does anyone follow-up after someone contacts 988?
Yes, follow-up is offered if the individual is at risk of suicide or a poor mental health outcome. An individual must agree to receiving follow-up services and work with the Crisis Specialist to determine the best approach.
- If 988 is a national number, who runs the program and who pays for it?
988 was implemented through the National Suicide Hotline Designation Act of 2020, which established it as the nationwide behavioral health crisis number. SAMHSA is directed to oversee the development of 988, and Vibrant manages the operations.
The total amount of funding in Fiscal Year 2025 is $19.8 M, which includes $4.4 M in federal grants and $15.4 M in state general revenue.
- What CAN we change to improve people’s experience with 988?
While functionality of 988 is governed by Vibrant, DMH can continue educating Missourians on what to expect when they contact 988, and how they can connect to a Crisis Specialist as quickly as possible. DMH already promotes the press 0 option to connect directly to a Crisis Specialist via call. DMH will continue to clarify the differences between the 988 and 911 systems, as well as provide feedback to federal partners regarding the functionality of 988.
