Wireless providers will be required to implement georouting technology to route 988 text messages to local 988 crisis centers based on where the person who is sending the text is located, rather than by the area code of their cell phone number. That’s one of the items the FCC voted on and passed last week.
Most 988 calls are currently georouted to local services, but 988 texts are not. This discrepancy limits the 988 Lifeline’s ability to connect text users with lifesaving local mental health resources, including follow-up care and referral services, according to the FCC.
In October 2024, the Commission adopted rules that required wireless providers to implement georouting for 988 calls. The agency sought public input on imposing similar requirements for 988 text messages.
The new rules will require wireless providers to develop the technical capability to transmit georouting data in a manner that enables the 988 Lifeline to route 988 text messages to the appropriate crisis center based on where the handset is located when the text is initiated. Providers will also be required to provide georouting data for 988 text messages to the Lifeline Administrator when available.
The action will require wireless providers to aggregate location data generated from cell-based technology to a level that will not identify the texter’s precise location, to protect the privacy of 988 Lifeline users. Nationwide and non-nationwide providers will have 18 months and 36 months, respectively, to comply with the rules after the effective date.
“Today’s society is more mobile than ever. For a variety of reasons, a person’s telephone area code may no longer reflect where they actually live,” said FCC Commissioner Olivia Trusty during the vote. “People move for work, family, or opportunity, and often keep the same phone number even as they settle into new communities.”
“That is why, Trusty explained, “when someone is experiencing a mental health crisis, they should not be limited by their area code when they text 988 for help. I am pleased to see the Commission continue its implementation of the National Suicide Hotline Improvement Act.”
“Since day one, CTIA and the wireless industry have been steadfast partners with the FCC, Substance Abuse and Mental Health Services Administration (SAMHSA), Vibrant Emotional Health, and other stakeholders in creating, deploying, and enhancing the 988 Lifeline so that Americans can access life-saving mental health services,” said CTIA AVP Regulatory Affairs Christiaan Segura. “As we pass the third anniversary of the launch of 988, the wireless industry is proud of its efforts to support over 16 million calls, texts, and chats from people looking for help.”
Segura said the vote “pushes forward on our collective work to identify ways to provide georouting information that will enable texts to be routed to SAMHSA’s and Vibrant’s preferred crisis centers. We look forward to continuing this collaboration to make sure everyone can access this vital resource when they need it most.”
By Leslie Stimson, Inside Towers Washington Bureau Chief
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