988 begins routing calls based on location
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The 988 national suicide hotline has started routing calls to answering centers based on the location of the call, the Health and Human Services Department announced Wednesday.
Why it matters: Since its launch in 2022, calls to 988 have been routed to crisis centers based on area code. But many people keep their cellphone number after moving to a new region.
- Georouting — the process of connecting calls to crisis centers based on their location — puts callers in touch with counselors more familiar with what local resources are available.
- "Georouting will be crucial to make sure that we're not only responding well, but responding quickly and appropriately," HHS Secretary Xavier Becerra told reporters Tuesday.
State of play: Verizon and T-Mobile voluntarily started georouting 988 calls last week, officials said. The federal government is also working with AT&T and expects the carrier to start georouting in the next month.
- Location data does not show the exact location of the caller and instead is generalized to a broader area, then passed along to the closest call center, officials said.
- The georouting does not yet apply to text messages sent to 988.
What's next: The Federal Communications Commission will vote Oct. 17 on whether to require all U.S. wireless carriers to implement georouting for 988 calls, FCC Chair Jessica Rosenworcel said.
If you or someone you know may be considering suicide, call or text the National Suicide Prevention Lifeline at 988. Ayuda disponible en español.
