In April 2024, the Federal Communications Commission (FCC) released a proposed rule on georouting solutions for the 988 Suicide & Crisis Lifeline (988 Lifeline). The proposed mandate would transition the 988 Lifeline from a routing system based on a caller’s area code to a geographic-based routing system. It is important to note that the referenced geographic location is based on cell phone tower information rather than a caller’s specific cell phone coordinates. This geographic boundary-based routing will allow help-seekers to connect with local resources while maintaining the privacy of individuals who use the 988 Lifeline.

Over the last year, Vibrant Emotional Health (Vibrant), the Substance Abuse and Mental Health Services Administration (SAMHSA), and other industry stakeholders explored a variety of georouting solutions with a successful proof of concept. While the pilot was successful, Vibrant believes that a uniform standard for all carriers is necessary to ensure universal access to localized resources through the 988 Lifeline. The proposed mandate would provide carriers with a minimum standard framework to ensure universal access to local support while allowing carriers to use a georouting solution compatible with existing networks. 

Since the 988 Lifeline transitioned to the new three-digit number over two years ago, over 200 crisis contact centers nationwide have experienced a substantial rise in demand. As georouting is implemented, crisis contact centers will experience shifts in call volume as the telephony shifts from area code-based routing to routing based on the closest cell phone tower. To support crisis centers during this transition, Vibrant, in close collaboration with SAMHSA, will conduct an impact analysis on call volumes to provide the most accurate data available. Georouting will foster equity and improve access to localized support while protecting help seekers’ privacy and confidentiality. Vibrant’s original comments submitted to the FCC can be found here, and replies to comments submitted to the FCC can be found here.