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The 988 Suicide and Crisis Lifeline launched in the summer of 2022, establishing an easy-to-remember number for people experiencing a mental health emergency. Although use of 988 has risen sharply since its debut, 911 remains the default number that people call in most emergencies. This means that close coordination between 911 and 988 is key.
In a new study, RAND researchers looked at three communities to see how 911 and 988 call centers are working together. Overall, the results show that special efforts are needed to ensure that callers are routed to the appropriate system and that the emergency response is optimized. Such efforts will involve a wide range of stakeholders, including representatives from 988 and 911 call centers, law enforcement officers, behavioral health specialists, and people who have lived experience with crisis services.
Our experts also find that it's important to have a “local champion” for 988/911 coordination. These individuals help set a path toward establishing formal protocols, procedures, or agreements that allow for the transfer of calls from 911 to 988 and vice versa.
“For the system to work to its full potential,” says lead author Stephanie Brooks Holliday, “the two systems need to be interoperable—to work together to make sure the proper resources are used, regardless of which number a caller uses.”
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