FCC Requires 988 Calls to be Routed to Local Call Centers

The Federal Communications Commission (FCC) voted in mid-October to mandate that all wireless carriers route calls to the 988 Suicide and Crisis Lifeline using geo-routing, which connects callers to the nearest local crisis center based on their physical location rather than their phone's area code. This update aims to improve the Lifeline’s effectiveness by providing more direct access to local resources, offering more relevant and immediate assistance for callers.

The new FCC mandate follows an announced made by the U.S. Department of Health and Human Services (HHS) last month, announcing that Verizon and T-Mobile, which handle about half of all 988 calls, would begin implementing geo-routing of 988 calls voluntarily. AT&T had already announced plans to do the same.

Currently, 988 calls are routed based on the caller's area code, but with many people using mobile numbers from places they no longer live, this system can delay or misdirect help. The new geo-routing requirement seeks to address that issue by connecting callers to services where they are, increasing the likelihood of receiving location-specific support. FCC Chairwoman Jessica Rosenworcel noted that geo-routing empowers crisis responders with local knowledge, helping them offer more tailored, meaningful assistance.

The geo-routing requirements will take effect 30 days after the rule becomes official for major wireless providers and within 24 months for smaller carriers. Due to technical challenges that differ with geo-location abilities between texting and voice calls, currently this change would only impact voice calls placed into the crisis line, not texts. The FCC has announced, however, that they are working on expanding geo-routing for texts to the 988 Lifeline, and are currently seeking input on how to apply location-based routing for text messages.

For anyone experiencing a mental health crisis, the 988 Suicide and Crisis Lifeline is available 24/7 to connect individuals with trained counselors.