In January 2024, the 988 Lifeline significantly improved its Interactive Voice Response (IVR) system, which a help seeker initially hears after calling 988. These enhancements stem from collaborative testing with Vibrant Emotional Health, the Substance Abuse and Mental Health Services Administration (SAMHSA), The Center for Medicare and Medicaid Services, and the General Services Administration, yielding positive outcomes like reduced call abandonment, increased routing to centers, and more connections with crisis counselors. 

Some of the key changes include:

• Uplifting piano music replaces jazz music for waiting. 
• More concise IVR menu for faster crisis counselor connection. 
• New voice recording addresses feedback about the existing voice being too robotic. 
• The option to skip automated IVR was introduced, allowing callers to press 0 to connect directly with a local contact center. 
• New waiting messages offer information about resources like the 988 Lifeline's text and chat services, expectations during the call, and encouraging affirmations.

The 988 Lifeline is thrilled about the new IVR's positive impact on assisting more people in crisis nationwide. In 2024, they'll continue refining the IVR process and all 988 service entry points.