The 988 Suicide & Crisis Hotline says the process of routing cellular phone calls to 988 contact centers based on the caller’s approximate location has begun with two major wireless carriers. The FCC established 988 as the three-digit dialing code for the Lifeline in 2020. Based on this development, FCC Chairwoman Jessica Rosenworcel said the agency will vote on final rules to codify georouting in October.
Georouting is based on the caller’s location versus by area code. The U.S. Department of Health and Human Services’ (HHS) Substance Abuse and Mental Health Services Administration and the 988 Network Administrator, Vibrant Emotional Health, have been working with all of the major U.S. cell phone carriers for more than a year to improve call routing to 988. The point is to connect those callers more locally to centers that are better equipped to provide nearby resources and services.
If adopted, all U.S. wireless carriers would be required to implement georouting calls to the 988 Lifeline within 30 days following the rules effective date for nationwide wireless providers. Smaller, non-nationwide providers would need to begin using georouting suicide hotline calls 24 months after the effective date.
“There’s a real benefit to connecting with resources available in your own backyard and speaking with those within your own community,” said Rosenworcel. “Georouting means those responding to 988 calls have a lot more knowledge of local resources at their fingertips and are better equipped to get the caller the help they need, where they need it.”
“The launch of 988 georouting marks a significant leap forward in our nation’s crisis response system,” said HHS Secretary Xavier Becerra. “With georouting in place, callers will be connected to 988 crisis contact centers closer to where they are, which will help us to more quickly connect people to local services and resources when they need additional on the ground support.”
By Leslie Stimson, Inside Towers Washington Bureau Chief
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