Frequently Asked Questions

What can I expect if I dial 988?

• You’ll hear an automated message telling you that you’ve reached 988 (you may press 0 to bypass the automated message).
• You will be asked if you want to connect to a specialty line or remain on the line to be connected to a call center in your immediate area.
• You will be connected to a crisis counselor who will listen, provide emotional support, and connect you to community resources, as needed.
• 96% of 988 Florida callers get the help they need over the phone without the need for a higher level intervention.

Why do people call 988?

While 988 is frequently referred to as a suicide hotline, there are many reasons that people choose to dial 988. Some examples, in addition to thoughts of suicide, are feeling overwhelmed with anxiety, substance use, feeling depressed, loneliness, hopelessness, economic worries, on another person’s behalf, or if you just need someone to talk to.

Can someone outside of Florida call 988?

An individual can call 988 from anywhere in the United States and Canada.

How many 988 call centers are in Florida?

The state of Florida has partnered with thirteen providers, to answer 988 calls.

Will first responders like police or EMS get involved?

• Following a full assessment of safety, if a caller is determined to be at imminent risk of suicide, crisis counselors MUST first work to promote the caller’s participation in securing their own safety.
• If a caller is unable to participate in securing their own safety, crisis counselors MUST work with the caller to determine and implement the least invasive intervention that can secure the safety of the caller.
• Only as a last resort and only if a caller’s safety remains unsecured despite attempts to de-escalate and collaborate on less invasive alternative OR if a suicide attempt is in progress will the crisis counselor request emergency dispatch.

Should I call 911, 988, or 211?

• 911 serves to dispatch emergency medical services, fire, and police, as needed. An individual who dials 911 will be connected with a 911 call taker who will guide them through a sequence of prompts to quickly dispatch the appropriate responders to the correct location in response to an emergency.
• An individual who dials 988 will be connected with a crisis counselor who provides early intervention services to individuals experiencing a suicidal, mental health, and/or substance use crisis, or any other kind of emotional distress.
• 211 is an information and referral service. An individual who dials 211 will be connected with a referral specialist who can help to identify and contact local community-based organizations that help people meet their basic needs like housing, food, transportation, and health care. Ten of Florida’s thirteen 988 call centers are 211 call centers.

Can people who don’t speak English call 988?

Yes, 988 Lifeline voice, text, and chat options are offered in Spanish through a national-level 988 subnetwork. Please note that calls, texts, or chats through the national 988 subnetwork are answered by participating national centers across the United States rather than a local Florida center.

• For a Spanish-speaking crisis counselor, dial 988 and press 2.
• To text with a Spanish-speaking crisis counselor, text AYUDA to 988.
• To chat with a Spanish-speaking crisis counselor, visit https://988lifeline.org/es/home/

For other languages, crisis counselors can utilize Language Line interpreters to assist.

How can 988 help people who are hard of hearing or blind?

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.

Are services available for veterans or their families?

Yes. To be connected with crisis counselors who are trained in serving veterans and their loved ones, a caller can dial 988 and press 1.

Please note that the 988 press 1 option will be answered by the national Veteran’s Crisis Line and not a local Florida center.

Can you text or chat 988?

Yes. While Florida does not yet offer in-state text and chat services through the 988 Florida Lifeline, an individual can access the national text and chat subnetwork by:

• Sending a text to 988 to be connected with a crisis counselor.
• Visiting https://988lifeline.org/ to start a chat with a crisis counselor.

Do I need insurance to call 988?

The 988 Lifeline is a free and confidential service. Individuals contacting 988 do not need to have insurance.

When connecting individuals to other mental health services in their area, the crisis counselor will work to find a provider who can most adequately serve the individual. This includes seeking options for those with or without insurance.

Do I need to have an ID to call 988?

The 988 Lifeline is a free and confidential service. Individuals contacting 988 do not need to provide any identification.

Will I always be routed to my local call center?

All 988 calls are routed using a method called geo-routing, which uses cell phone towers to direct phone calls locally without including the caller’s precise location information in the transferred call data. When a person calls the 988 Florida Lifeline, their call is automatically sent to a crisis call center near their approximate physical location.

Please note if a national subnetwork is accessed through pressing 1 (Veterans) or 2 (Spanish), or through text and chat or ASL services, the individual will be routed to a participating subnetwork center at the national level rather than their closest in-state center.

Does 988 trace my location?

The 988 Florida Lifeline does not trace anyone’s location. The only information that is obtained is the phone number of a caller/texter or the IP address of those using 988 chat.