Calling or texting 988: what happens, privacy, and when to call 911 instead

Do Not Lose Hope is not a crisis line or a law office. This page is general information, not medical or legal advice. It covers how 988 works, privacy, and the 911 choice. For other hotlines, see Which helpline to call.

What is 988?

988 is the phone number for the 988 Suicide & Crisis Lifeline. You can call it, text it, or chat online. It is free, confidential and open 24/7/365.

988 is for everyone. You do not need to be about to end your life. Call for mental health struggles, emotional distress, worries about alcohol or drugs, or because you just need someone to talk to. You can also call because you are worried about someone else.

Trained counselors at local crisis centers answer. 988 is a network of more than 200 local crisis contact centers. In San Mateo County, the county says StarVista's crisis center answers 988 calls.

What happens when I call?

1. You hear a short recorded greeting with choices: press 1 for veterans, press 2 for Spanish.
2. You hear music while you wait for a counselor.
3. A counselor says hello, tells you their name and asks if you are safe.
4. They listen, help you think through what is happening, and may share places to get more help.

Counselors aim to keep you safe in the least restrictive way possible. For most people, the counselor can help calm things down during the call itself.

What happens when I text or chat?

Text 988:

1. You get options, including a Spanish counselor (text AYUDA) or the Veterans Crisis Line.
2. You reply "Next" to agree to the terms.
3. You answer a short survey so the counselor knows how to help.
4. You get a message asking you to wait.
5. A counselor says hello, asks if you are safe, and listens.

Chat at 988lifeline.org: you answer a few short questions, click "Start a Chat," and wait to be connected. Then a counselor greets you and asks if you are safe.

Texting can feel easier if you cannot talk out loud, or if someone might overhear you.

Does it cost anything?

No. 988 says using the Lifeline is free. Whether the number shows up on your phone bill depends on your phone company. Ask your carrier if that worries you.

Is what I say private?

Mostly, yes. 988 says confidentiality is a core rule. But confidential is not the same as anonymous. Here is what 988 says on its own pages:

• What they see. 988 usually receives the phone number you call or text from. For chat, it may collect your IP address. Counselors take notes on what you share. Calls may be recorded, and texts and chats saved, to improve service or look into complaints.
• Your location. 988 says it does not receive your pinpoint location. For most cell phone calls, the phone company sends only your general area so the call reaches a nearby crisis center. Federal rules say this routing data must not show the precise location of your phone.
• When they share. 988 says it will not share information that identifies you outside its network except in rare cases of imminent risk of harm to you or someone else, or when the law requires it. If a center gets a valid warrant or court order, it is expected to follow the law.
• Health care billing. Some local centers may share information to coordinate your care or bill Medi-Cal or insurance, unless you ask them not to. Each center sets its own rules.

You choose what to share. You can give a first name only, or none at all.

Will 988 send the police?

Rarely. 988 says less than 2 percent of its calls involve emergency services, and more than half of those happen with the caller's OK.

Counselors first try to make a safety plan with you. 988 recommends that counselors contact emergency services (911, police or sheriff) only when someone is in danger of being hurt right now and a less invasive safety plan cannot be worked out with the person. Other options counselors can use include safety planning, mobile crisis teams, bringing in loved ones or a doctor, and going to a crisis center or emergency room.

In many California counties, crisis teams of clinicians can come to you instead of police. Ask your county's line. Two Bay Area examples: in San Mateo County, call the County Crisis Line at (650) 579-0350. The county says its mobile team uses clinicians in plain vehicles, with no lights or sirens. In Santa Clara County, call (800) 704-0900 and press 1.

Will 988 ask about my immigration status?

988's own pages do not say counselors ask about immigration status, and we found nothing on them about sharing status with immigration agencies. The questions counselors are described as asking are about your safety and what you are going through.

You do not have to share your status, your full name or your address to get support. 988 says plainly that you do not have to share any personal information about who you are or where you are (988 confidentiality). If immigration fear is part of why you are struggling, you can say so. It is real stress, and counselors are there to listen to it.

What we cannot promise: 988 says identifying information can leave its network when someone is in immediate danger or when the law requires it, such as a valid warrant or court order. If that worries you, talk to an immigration lawyer. See Free legal help in the Bay Area.

If 911 comes, could immigration get involved?

This is the question many families ask. Here is what California law says, and what it does not cover.

• Local police and sheriffs. California's Values Act (Government Code section 7284.6) says California law enforcement agencies may not use their money or staff to investigate, question, detain or arrest people for immigration enforcement. That includes asking about a person's immigration status for that purpose. The law has some exceptions, mostly tied to criminal cases and people already in jail.
• Hospitals, clinics and therapists. California's medical privacy law treats immigration status and place of birth as medical information when a health provider collects it. Health providers may not share medical information for immigration enforcement unless you agree, or a law requires or permits it.
• What these laws do not cover. They limit California agencies and health providers. The Values Act covers state and local law enforcement agencies, as the law defines them (Gov Code 7284.4). It does not stop federal immigration agents. If you have an open immigration case or an old order, talk to an immigration lawyer about your own risk.

When a life is in danger, call 911. Being alive is what makes every other fight possible. For your rights if immigration agents come to your door, see If immigration agents come.

When should I call 911 instead?

Call 911 when a life is in danger right now. For example:

• Someone has hurt themselves badly or taken pills or poison.
• Someone is unconscious, cannot be woken up, or is having trouble breathing.
• Someone has a weapon and is about to use it.
• There is a fire, a crime, or another medical emergency.

The National Institute of Mental Health says to call 911 in an immediate life threatening situation. 988 itself says to call 911 for a medical emergency. If 988 does not connect, try texting or chatting 988, or call 911.

When you call 911 for a mental health emergency, San Mateo County suggests you say: "I'm calling about a mental health emergency, and I'm asking for a CIT officer." CIT means crisis intervention trained. Describe what is happening, tell them about any weapons, and ask if they can come without lights or sirens. Stay on the line until the dispatcher says you can hang up.

The county also says a person in crisis may be placed on an involuntary hospital hold of up to 72 hours for evaluation. That is to keep them safe while they get care.

For step by step help with someone at risk right now, see What to do right now.

Can I call 988 for someone else?

Yes. 988 says you can reach out any time when a friend is struggling. A counselor can help you figure out what to say, whether it is an emergency, and what to do next. You can also call with the person sitting next to you.

What if I don't speak English, or can't hear well?

• Spanish: dial 988 and then press 2. Or text AYUDA to 988. Chat is also offered in Spanish.
• Other languages: call 988 and ask for an interpreter in English, or say the name of your language. Interpreters cover more than 240 languages. 988 says it usually takes about 20 seconds to connect. This works by phone call only, not text or chat.
• Deaf or hard of hearing: 988 offers a videophone option 24/7/365. See 988lifeline.org.
• Veterans and their families: dial 988 and then press 1, or text 838255. You do not have to be enrolled in VA care.

What if I can't get through?

988 says it works to connect everyone quickly. If you have trouble on the phone, try texting 988 or using chat. If it is an emergency, call 911. You can also call your county crisis line. In San Mateo County: (650) 579-0350. In Santa Clara County: (800) 704-0900, then press 1. Other counties: see the DHCS county list.

Questions people ask

Will 988 put me in the hospital? Rarely. Less than 2 percent of calls involve emergency services. Counselors try to make a plan with you first, and send emergency help only when someone is in danger right now and no safer plan can be made together.

Do I have to be suicidal to call? No. 988 is also for emotional distress, drug or alcohol worries, or needing someone to talk to.

Will they call my parents? 988's pages do not say. If you are a teen, see Where a teen can talk to someone right now for what each line keeps private.

Can I hang up? Yes. You are in charge of the call. But if you are in danger, please stay on and let them help.

Is there a script I can use?

Who can help

These are free crisis lines and county crisis teams. Contact them to confirm hours, languages and openings. Being listed here is not a referral or a promise of service.

• 988 Suicide & Crisis Lifeline: call or text 988, or chat. Free and confidential, 24/7/365. Spanish: dial 988 and then press 2, or text AYUDA to 988. 988lifeline.org
• Veterans Crisis Line: dial 988 and then press 1, or text 838255. 24/7. veteranscrisisline.net
• San Mateo County Crisis Line, run by StarVista, for San Mateo County residents: (650) 579-0350, 24 hours. County crisis resources
• Santa Clara County Behavioral Health crisis teams: (800) 704-0900, then press 1, 24/7. bhsd.santaclaracounty.gov
• Free immigration legal help: see Free legal help in the Bay Area.

Reaching out takes courage. You deserve help, and help is there.