988 Hotline Begins Routing Calls Based on Location

The Department of Health & Human Services (HHS) has announced that the 988 national suicide hotline has started routing calls to answering centers based on the location of the call, a key change that will ensure quick and appropriate responses for those experiencing crisis.

Since launching in 2022, calls to 988 have been routed to crisis centers based on area code. This practice has been problematic, as many individuals keep their cellphone number after moving to a new region. The new practice of Geo-routing calls based on the  location that the call is being placed from, however, will put callers in touch with counselors that are more familiar with what local resources are available, and will ensure quicker response times.

Importantly, location data will not show the exact location of the caller; but will be generalized to a broader area and then routed to the closest call center. The new geo-routing practice currently will only apply to calls being received by 988, and does not yet apply to text messages.