Imagine a feeling so dark that hopelessness sets in, and you feel the only solution is to end your life. Or you, a family member, or friend are struggling with a mental health or substance use concern and don’t know where to turn for guidance. Help is only three digits away. 988 was designed to improve access to crisis services in a way that meets our country’s growing suicide and mental health related needs. With the launch of the 3-digit 988 number on July 16, 2022, the name also changed from the National Suicide Prevention LIFELINE to the 988 SUICIDE & CRISIS LIFELINE.
Positioning Vermont Years Prior to 988 Launch
During August 2019, Northwestern Counseling & Support Services (NCSS) began fielding calls as Vermont’s first National Suicide Prevention Lifeline Call Center. In June 2021, NCSS was joined by Northeast Kingdom Human Services (NKHS) which began answering calls resulting in 24/7 call response for everyone with an 802-area code. Plus, in the event of any overflow calls they’re answered by Headrest in New Hampshire.
Launch of 988 Suicide & Crisis Lifeline
Too many people are experiencing suicidal crisis, substance use, or mental health-related distress without the support and care they need, and sadly, the pandemic only made a bad situation worse when it comes to mental health and wellness.
There are urgent realities driving the need for crisis service transformation in Vermont and across the country.
The transition to 988 has been an important step forward and offers an unprecedented opportunity to strengthen and transform crisis care. Tony Stevens, NCSS Emergency Services Program Manager, notes, “988 doesn’t replace the great work already being done by Designated Agency crisis teams but provides another layer of safety.”
It is anticipated that 988 will continue to grow and evolve over the years, much the way 911 and emergency medical services have grown over the past five decades. Expect a more rapid 988 transition to occur to meet the anticipated demand for 24/7 access to trained counselors who can help people experiencing suicidal thoughts, substance use, and other mental health crises.
The chart below indicates the significant increase of individuals seeking assistance with suicidal, substance use, or mental health concerns for themselves, a loved one, or friend. Analyzing the month of July, the month that 988 was launched during 2022, note the dramatic increase in call volume for the Vermont Certified Lifeline Call Centers.
How is 988 different than local crisis lines?
- 988 is widely advertised for anyone, anywhere at anytime to call.
- Local crisis lines are mostly known by those served at local Designated Agencies (DA) throughout Vermont.
- 988 is answered LIVE 24/7, not routed through an answering service or awaiting a call back.
How is 988 Supportive?
988 offers 24/7 access to highly trained crisis counselors who can help people experiencing mental health-related distress.
That includes:
- Thoughts of suicide
- Mental health or substance use crisis
- Any other kind of emotional distress
- People can also contact 988 if they are concerned about another individual in crisis.
Proven to work*
Lifeline studies have shown that after speaking with a trained crisis counselor, most callers are significantly more likely to feel:
- De-escalation from volatile situations
- Less depressed
- Less suicidal
- Less overwhelmed
- More hopeful
* The 988 Suicide & Crisis Lifeline has been independently evaluated since its inception by an investigation team from Columbia University’s Research Foundation for Mental Hygiene. The Lifeline receives ongoing consultation and guidance from national and international researchers, as well as experts focused on suicide prevention and crisis response.
Vermont 988 Certified Lifeline Call Centers
Vermont has two certified Lifeline Call Centers available to respond to calls 24/7.
- NCSS provides coverage 9am-8pm Monday to Friday, and 9am-1pm Saturday & Sunday
- NKHS provides coverage 8pm-9am Monday to Friday, and 1pm-9am Saturday & Sunday
Vermont callers who dial 988 from an 802-area code reach a highly trained lifeline call responder to support a person in crisis. Responders also connect with individuals through online chats and text messaging. This service gives the caller control of their communication style and the connection they need to stabilize and feel supported. The system is designed to provide resources for individuals experiencing mental health challenges. Callers talk about a variety of concerns ranging from substance use, relationships, getting over abuse, economic worries, depression, mental and physical illness, loneliness, sexual identity, and much more.
For callers that display suicidal ideation, Sarah Kenny, NCSS 988 / Lifeline Team Leader, states, “100% of all callers that confirm suicidal ideation, either current or in the last 24 hours will be asked to consent for a follow up call. When a caller consents to a follow up, the lifeline center will reach out to the caller within 24-72 hours.”
Three ways to connect with a 988 Lifeline Crisis Counselor
The Vermont Certified 988 Lifeline Call Centers answer calls, chats, and texts that come from residents throughout the state and anyone with an 802-area code. The Vermont Lifeline counselors are highly trained and are there to listen and support callers in distress to reduce stress, provide emotional support, while providing coping skills, and connect callers with local resources.
Alicia Webb, 988 Program Manager at Northeast Kingdom Human Services, notes, “Especially marginalized populations have a fear that if they call that the police will be called. We reviewed a 4-month period of data and out of 1,400 calls only 1.9% involved requiring emergency intervention with the majority being voluntary.” Therefore, this shouldn’t impede anyone from contacting 988 if they’re in distress.
These recent examples highlight the importance of offering three methods: call, text, and chat to connect with a 988 Lifeline Crisis Counselor to address suicidal ideation, substance use, or other mental health concerns. Tony Stevens said, “988 provides another layer of safety net, all calls are answered live which is a requirement of the Lifeline Call Center. Plus, chat and text are also answered live, not a robot. All contacts are confidential.”
- 988 Phone: A Health Teacher at Springfield High School has called on several occasions. She has reached out to teach her class to demystify and/or destigmatize 988 via call, chat, or text. She will have her phone on speaker so the whole class can listen and participate in the call.
- 988 Chat / Text: A 70-year-old, non-suicidal adult, who was lonely and looking for someone to connect with. Since the initial contact, this individual has reached out numerous times to connect with someone when they are feeling down. The chats are generally conversational in nature and only last a few minutes.
- 988 Phone: A few months ago, a call came into 988 from a Primary Care Provider (PCP) in Essex, VT. Concerned about their patient who was calling them, in crisis. One of our Crisis Counselors agreed to reach out to the client after the 3rd party call from the PCP office. Client was currently in St Albans at work. The Crisis Counselor spoke to him on the phone briefly, then offered to meet with him in person in the community. They met for 2 hours and the client ongoing referrals for Outpatient therapy outside of NCSS (since he lives in another part of Vermont). He has since reached back out to Crisis Counselor personally twice to check in and update on his progress.
- 988 Chat / Text: An individual in their 50s reached out via chat / text. He was supported by our 988 crisis counselor with safety assessment, plan as needed, and referral to their local crisis agency – NCSS. During the chat / text, this individual was encouraged to connect the following day with NCSS via the crisis team. He arrived at 7:50am, was seen by a crisis counselor at 8:00am. Later that day, he was contacted by our outpatient administrator and was set up with an appointment for later that month.
Metrics that validate increased access and support of 988 serving 802-area code
988 was designed to improve access to crisis services in a way that meets our country’s growing suicide and mental health related needs. Results for 2023 show 12,076 contacts between call, chat, and text to the Vermont 988 Certified Lifeline Call Centers. During 2023, statewide 63% more calls were answered while the NCSS Call Center answered 55% more calls and decreased answer speed by 22%. All indicators of a robust service that provides compassionate, accessible care and support for anyone with an 802-area code experiencing mental health related distress.
Due to the anonymity of the 988 program, all of the information that we gather on the Lifeline Data forms are self-report. What we have been able to glean, is a strong presence in the age groups 25-34 for males and 55-64 for female callers. The 55-64 age group also presented with the most call volume for 2023. In terms of gender, we do see a higher number of callers identifying as female.
During fiscal year 2024, NCSS’ answer rate has steadily risen. While 988 would like to see all call centers achieve a minimum 90% answer rate, that has not been possible in Vermont this year due to increased call volume and our 988 system not being staffed appropriately to meet this demand. Thanks to increased staffing on NCSS’ dedicated 988 team over the past several months, our call center has made impressive gains in our answer rate. In December 2023, we surpassed the 90% threshold for the first time by achieving a 92% answer rate!
Learn more about 988 Suicide & Crisis Lifeline
To learn more about the 988 Suicide & Crisis Lifeline Tony Stevens, NCSS Emergency Services Program Manager and Alicia Webb, 988 Program Manager at Northeast Kingdom Human Services share their insights on the television show NCSS Here for You.
Update: 10:55 AM 3/29/24. The link to the video below has been updated. Please use this link to view the appropriate video.
About Northwestern Counseling & Support Services, Inc. (NCSS)
Since 1958, NCSS, a private, non-profit, human services agency has been serving Franklin and Grand Isle Counties. NCSS provides intervention and support to children, adolescents, and adults with emotional and behavioral problems; a mental health diagnosis; adolescent substance use; and an intellectual disability or developmental delay. Over 500 staff members help over 4,000 people each year in 20 locations in collaboration with community partners. NCSS’ 24/7/365 emergency services team and mobile outreach is available to meet the needs of Franklin and Grand Isle County children, adults, and families in crisis by calling 802-524-6554 then press 1.
This article is part of a series collaboratively produced by Vermont Care Partners and its members. Vermont Care Partners is a statewide network of sixteen non-profit, community-based agencies providing mental health, substance use and intellectual and developmental disability services.
