With new technology, many 988 suicide and crisis hotlines will be able to use caller 'georouting' to help provide care

Many 988 crisis service calls will soon be aided by geolocation technology. (988lifeline photo)

Despite the 24/7 availability of the 988 suicide and crisis hotlines across the country, U.S. suicide rates have continued to climb, with rural states facing some of the highest losses. One of the 988 program's biggest shortcomings has been its lack of caller location services, but that's about to change, reports Deidre McPhillips of CNN. "Carriers have started to adopt a new technology that helps direct callers to 988 hotlines to help centers based on their physical location rather than their phone number’s area code."

Adding the new technology means 988 hotline counselors will be able to connect callers with services and follow-up support where they live. "Verizon and T-Mobile started rolling out the 'georouting' technology last week. . . . AT&T also plans to begin the process within the next couple months," McPhillips explains. "Next month, the Federal Communications Commission will vote on a rule that would require all wireless carriers in the U.S. to implement georouting for 988 calls."

Some mental health advocates have voiced concerns over caller privacy; however, georouting differs from geolocation in that "it does not provide a precise location for the caller," McPhillips adds. "Instead, it aggregates information about a caller’s location to help them reach local support while maintaining their privacy." 

The 988 lifeline began in July 2022, replacing the National Suicide Prevention Lifeline with "a broader focus and a simpler dial code," McPhillips reports. The lifeline now includes services such as "American sign language and Spanish. . . . a special veterans crisis line, and an LGBTQ+ youth and young adult line."