Everything You Need to Know About the 988 Suicide and Crisis Lifeline in Arizona

AZ Blue Q&A: How the 988 Suicide & Crisis Lifeline Supports Arizonans in Need

The national 988 Suicide and Crisis Lifeline was launched in July 2022, transitioning from the 10-digit Suicide Prevention Lifeline that was available since 2005. The three-digit number is designed to make it easy for people to remember and reach out for help, similar to 911.

You can call, text, or chat online with 988 to get real-time, free, and confidential mental health support and crisis resources 24/7/365. The Lifeline helps those experiencing thoughts of suicide, a substance use crisis, or any other kind of emotional distress.

988 is made up of a network of 200 local and state crisis centers across the United States. Solari Crisis & Human Services has been Arizona’s provider since 988 was launched. Their trained and caring crisis counselors answer when an Arizona resident calls in.

We sat down with Cassie Villegas, Solari’s Chief of Crisis Services, to address frequently asked questions and raise awareness about the 988 lifeline. 

Does 988 and Solari’s work have life-saving impacts?

We [Solari] believe it has been a success overall. We [Solari] have received positive feedback from callers, particularly on follow-ups, that just someone answering their call saved their life. We are interacting with people through 988 who had not previously accessed crisis services, so it is broadening Solari’s reach throughout the state and allowing us to connect more people to local resources.

How many calls does Solari get a month, on average?

On 988, Solari receives around 11,200 calls, 2,500 texts, and 2,100 chats on average monthly.

What are you seeing as the most common reason(s) people are calling?

The top five reasons are generally thoughts of suicide or self-harm, social concerns, anxiety, depression, and substance use.

988 calls were once routed by area code. What is the process now?

Georouting of voice calls was launched in September 2024, which allows calls to be routed to a local crisis center based on the caller’s approximate location rather than area code. Texts continue to be routed by area code, though similar georouting requirements were adopted and are in the process of development. No matter where someone is located in the United States or what their area code is, they will be connected to either a local call center or the national network as a backup.

If an Arizonan is routed to the national network, do they still receive local support and resources?

National backup centers employ the same qualified/trained crisis counselors as the local 988 lines and many national backup centers serve as local centers as well. If a caller gets routed to a national backup center, they will receive the same quality service as from their local center. If a local resource is needed, such as a mobile team dispatch, there is a transfer method to get that person to their local center for further assistance. If the caller is more comfortable speaking with a local center, they can also request to be transferred.

What can people expect when they contact 988?

Calls and texts are answered quickly by a real person. We will ask for your name, birth date, and phone number, but keep in mind, you can remain anonymous. The information provided is private and confidential. We will also ask if you are thinking about suicide or harming anyone else. 

On average, it takes 12 seconds to answer the call. Callers are offered a follow-up and, if they agree, a time/day that works for them is agreed upon and scheduled. Follow-ups typically occur anywhere between 24-72 hours after the initial call but can also be part of a safety plan and occur the same day. Each situation is handled independently to meet the unique needs of the caller. 

How many crisis agents does Solari have?

A: Solari has approximately 200 crisis specialists serving Arizona. These employees' work includes both 988 and the AZ statewide crisis line. We have a workforce management team that monitors call-volume-to-staff ratios and makes timely and ongoing adjustments to ensure that we are staffed appropriately as volume increases or new lines are added. 

How often do crisis agents help someone without additional support like EMS?

Solari is able to resolve the crisis situation by phone around 89% of the time. When additional support is needed, this is typically in the form of a crisis mobile team which can be dispatched to assist a caller in person. Crisis staff are trained to use the least restrictive intervention, however, there are times when safety concerns necessitate a response from a first responder. This occurs in less than 2% of calls. Solari is also able to coordinate with crisis stabilization units or detox facilities directly to determine bed availability and strategize for transport with the caller, if needed. 

Name three things you would like people to know so they are more comfortable contacting 988 if they need help?

1. It's free. There is no cost to call, text, or chat with 988, including mobile crisis team support, regardless of insurance status.
2. It's confidential. Callers can remain anonymous and share only the information they feel comfortable providing.
3. You don't have to be in crisis. 988 can be used as a preventive resource for yourself or someone else, and seeking help early can prevent a crisis from escalating.

Don’t wait for a crisis, call early to help prevent a crisis. And they can call in for others to get support and resources, or to request outreach to a person they are concerned about. 

Are there other resources outside of 988 that Arizonans can lean on during a mental health crisis?

Arizona has a robust crisis system that many residents are familiar with. We get approximately 45,000 calls a month to these statewide lines. We have tried to create a “no wrong door” policy offering Arizonans several options to reach out for assistance.

For a list of other statewide and national resources, visit the resources page on the AZ Blue Behavioral Health website: Resources (azblue.com).