When you or a loved one is experiencing a mental health emergency, the last thing you want to do is navigate a complicated system.
For decades, accessing immediate mental health care meant remembering a 10-digit 1-800 number or, more commonly, calling 911—which often led to police intervention rather than specialized clinical support. In July 2022, the United States transitioned to a much simpler system: the 988 Suicide & Crisis Lifeline.
Now, nearly four years later, how is the 988 system actually working? More importantly, what happens when someone in Eastern Virginia dials those three digits?
As clinical workers and behavioral health experts at Region Five, we want to demystify the crisis response process. Understanding what happens when you call 988 can alleviate the fear of reaching out and ensure you or your loved one gets the exact level of care required.
What is the 988 Suicide & Crisis Lifeline?
The 988 Lifeline is a national network of local crisis centers that provides free and confidential emotional support to people in suicidal crisis or emotional distress, 24 hours a day, 7 days a week.
It is important to understand that 988 is not a replacement for 911; it is a specialized alternative. While 911 is designed for public safety emergencies, 988 is designed specifically for mental health, substance use, and suicidal crises. By establishing a dedicated line, the goal is to reroute mental health crises away from emergency rooms and law enforcement, connecting individuals directly with trained crisis counselors.
What Actually Happens When You Call 988?
The fear of the unknown keeps many people from seeking help. Here is a factual, step-by-step breakdown of what occurs when you call, text, or chat 988 in the Greater Tidewater Hampton Roads area:
1. You Are Connected Locally
When you dial 988, your call is routed based on your area code. If you have a local 757 area code (or are geolocated within our region), your call is directed to a local crisis center within the Region Five continuum of care. You will hear a brief greeting, followed by music while you are connected to a trained crisis counselor.
2. Specialized Options
Before connecting, callers have the option to press specific numbers for specialized services:
- Press 1: For the Veterans Crisis Line.
- Press 2: For Spanish language support.
- Press 3: For specialized LGBTQI+ youth and young adult support.
3. De-escalation and Assessment
The crisis counselor who answers is trained to listen, provide support, and assist you in de-escalating the immediate crisis. They will ask questions to assess your safety, such as whether you are having thoughts of suicide or have a plan. It is critical to be honest here. Our counselors are not there to judge you; they are there to help you stay safe.
4. Resolution Without Dispatch
This is perhaps the most crucial statistic for the public to understand: the vast majority of 988 calls are resolved over the phone. National data shows that nearly 98% of people who reach out to the Lifeline get the crisis support they need without requiring additional emergency services (like police or EMS) in that moment.
5. Local Resource Connection
If further help is needed, the counselor will connect you with local resources. In Eastern Virginia, this means direct referrals to one of the nine Community Services Boards (CSBs) within Region Five. If an in-person response is clinically necessary, the counselor can dispatch a local Mobile Crisis Response team (such as REACH) to your location, rather than law enforcement.
Is the 988 System Working? A Look at the Success Statistics
Since its implementation, the 988 Lifeline has seen a massive surge in utilization, proving that the simplified number is effectively lowering the barrier to entry for mental health care.
According to recent data, since its launch in July 2022, the 988 Suicide & Crisis Lifeline has answered millions of calls, texts, and chats. The volume of contacts has increased significantly; for example, in May 2024, monthly contacts exceeded half a million, up 80% since May 2022.
Furthermore, the addition of text and chat features has been highly successful. Of the 10 million contacts answered in the first two years, 1.7 million were texts. Studies have shown that after speaking with a trained crisis counselor, most callers feel more hopeful and less depressed, suicidal, and overwhelmed.
How to Access Mental Health Support in Eastern Virginia
You do not have to wait until you are in a severe crisis to call 988. If you are feeling overwhelmed, experiencing a substance use trigger, or are worried about a loved one, the Lifeline is there for you.
If you are seeking ongoing mental health care, outpatient counseling, or peer and family support in Chesapeake, Newport News, Hampton, Norfolk, Portsmouth, Virginia Beach, or the surrounding counties, Region Five is your authority on mental health.
- For Immediate Crisis: Call or text 988 anytime, 24/7.
- Region Five Local Crisis Line: You can also reach our local crisis center directly at (757) 656-7755.
- For Ongoing Care: Reach out to your local CSB to get affordable and accessible help for mental health and substance use concerns.
Reaching out takes courage, but you do not have to do this alone. Help starts here, and hope starts now.
