Program Title 07-2023-1

Who Should You Call?

In a crisis situation, people are often unsure whether to contact 911 or 988. This helpful information was produced by the ESTA Technical Standards Program Mental Health and Well-being Management Working Group

988

  • Mental health crisis de-escalation
  • Substance use crisis de-escalation
  • Non-urgent suicidal ideation response
  • Resource referrals
  • Help with someone else who may be experiencing a crisis

You can also access 988 services via

  • text (“HELP” to 988)
  • chat (chat.988lifeline.org)

911

  • Life threatening situation
  • Immediate physical danger
  • Medical/physical emergency
  • Fire
  • Crime in progress
  • Imminent risk of suicide

Even if text-to-voice options are available in your area, a voice call is the best way to reach 911.

In Canada, 988 and 911 both work very similarly to their US counterparts – https://988.ca
Working internationally? The US State Department has a 911 Abroad resource

If someone is feeling overwhelmed by anxiety or having a panic attack

• Call 988 when confidential, anonymous, private support from trained crisis counselors is desired and appropriate
• Call 911 when the person begins to exhibit severe physical symptoms such as chest pain or difficulty breathing

If someone expresses suicidal thoughts

  • Call 988 when they do not have a plan for self-harm; they have a plan, but no access to means to complete the plan; they have a plan and access to means to complete the plan but no timeline to complete the plan within 24 hours
  • Call 911 when they have a plan for suicide and access to means to complete the plan, and express the intent to complete the plan within 24 hours

If there’s concern about a person’s substance abuse problem

  • Call 988 when the need is for a supportive, non-judgmental, confidential response to discuss the issue and/or get local referrals for treatment
  • Call 911 when you suspect that a person is overdosing

Then What Happens?

988

  • An automated voice will answer and provide a few service selection options
  • You may be placed on hold (with music)
  • A skilled counselor will answer, give you their name, and ask if you’re safe
  • If you’re safe, the skilled counselor will listen, provide support and offer resources as appropriate
  • If you’re calling about another person, give the location of that person so your call can be routed to THEIR local resources

~98% of calls to 988 can be resolved without contacting law enforcement or emergency medical services (SAMHSA)

911

  • A live dispatcher will answer and ask a series of questions:
    • Location of emergency, including address and room information within the address
    • Phone number you’re calling from
    • Nature of the emergency
    • Details about the emergency
  • If you’re calling about a mental health emergency, let the dispatcher know that and request a Crisis Intervention Team (CIT) if possible
  • The dispatcher may provide instructions for you to handle an emergency

  • The dispatcher WILL NOT hang up and you should NOT hang up until the situation has been resolved

Calls to 911 will always trigger engagement with law enforcement and/or emergency medical services and use of geolocation to provide responders with precise location data (NENA/FCC)

If possible, callers should follow their organization’s protocols or consult a supervisor for next steps after calling 988 or 911.

Behind the Scenes Foundation makes no representations or warranty whatsoever, either expressed or implied, regarding any information or advice provided herein. In no event shall Behind the Scenes Foundation be liable to you or anyone else for any decision or action taken in reliance on information provided herein.
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