Many people hesitate to call 988 because they do not know what will happen. Will someone show up at the door? Will they think it is not serious enough? Will it be recorded? Knowing the steps ahead of time can make it easier to reach out, for yourself or for someone you love.
988 is not only for suicidal thoughts. SAMHSA describes it as a 24/7 line for mental health, suicide and substance use-related problems, and lists reasons such as anxiety, depression, loneliness, stress, relationship troubles and just needing someone to talk with. MDHHS adds that the caller defines what counts as a crisis.
If you call
- A greeting plays with options: press 1 for the Veterans Crisis Line, press 2 for Spanish, or stay on the line for your local center
- You hear hold music while you are connected; SAMHSA says the wait after the menu is typically under a minute, though it can be longer
- A counselor says hello, introduces themselves and asks whether you are safe
- They listen, try to understand how the problem is affecting you, offer support and share resources if they would help
According to MDHHS, the Michigan Crisis and Access Line (MiCAL), staffed by Common Ground, answers most 988 calls that come from Michigan. In seven counties, including Macomb, Kent and Kalamazoo, regional centers answer first and MiCAL backs them up. If no local center can pick up, SAMHSA explains that the call rolls to a national backup center, so someone still answers.
SAMHSA says calls are routed by your approximate location where your phone carrier supports it, or otherwise by your phone's area code and prefix. A Michigan cell number used in another state may still reach a Michigan center, and an out-of-state number used in Michigan may not, unless location-based routing applies.
You do not need a script. Saying "I do not know why I called, I just cannot keep going like this" is a perfectly good start, and so is "I am worried about my husband." The counselor will take it from there.
If you text or chat
Texting 988 starts with prompts. You can text AYUDA for Spanish, or reply to continue, then answer a few short questions that help the counselor understand what you need. A wait message appears while you are connected. Chat at 988lifeline.org works much the same way, with a brief survey first. In both cases, the counselor introduces themselves, asks about your safety and then listens. Texting can feel easier when talking out loud is hard or when you are not alone.
Who you are talking to
MDHHS describes 988 counselors as trained crisis counselors who are not clinicians. They are not there to diagnose you or prescribe anything. Their job is to help you get through the moment, lower the intensity of what you are feeling and connect you to next steps, such as a local crisis team, a clinic or your own therapist.
Will police or an ambulance come?
Usually not. MDHHS says 911 is not automatically dispatched when you contact 988, and reports that fewer than 1 percent of Michigan 988 calls have required emergency intervention or 911. SAMHSA explains that a counselor shares information with 911 only when there is an imminent risk to someone's life that cannot be reduced during the conversation, and that many of those contacts happen with the caller's consent and cooperation.
SAMHSA also notes that most people's needs are resolved during the call, text or chat, and that for some who need more, a mobile crisis team visit can often help without a hospital stay. In Oakland County, Mental Health Crisis Help in Oakland County and Michigan lists the local mobile crisis team and walk-in options.
What stays private
The 988 Lifeline says you do not have to share who you are or where you are to get support. It also makes a useful distinction: confidential is not the same as anonymous. Counselors take notes on the conversation, and what you share may be documented. SAMHSA notes that the greeting says calls may be monitored or recorded for quality purposes, that counselors see your phone number on a call or your IP address in chat, and that 988 does not have your precise location.
The Lifeline says personal information is not shared except for listed purposes such as coordinating care, investigating complaints or responding to court orders, or when there is imminent risk of harm, a legal requirement or your consent. Its administrator does not sell Lifeline data, according to SAMHSA.
Calling for someone else
You can call, text or chat 988 if you are worried about another person. The counselor can help you think through what to say, how to judge whether they are safe and what local help exists. If the person is in immediate danger, call 911 instead.
Accessibility
The 988 Lifeline says TTY users can use their preferred relay service or dial 711 then 988, and that Deaf and hard of hearing people who use American Sign Language have 24/7 access to a 988 videophone through the Lifeline's website.
988 is a bridge, not a replacement for ongoing care. If anxiety or depression keeps bringing you to the edge, regular therapy can help you understand the pattern and build a plan for the next hard night. If You Are Having Thoughts of Suicide covers what to do right now.