According to the 988 Suicide and Crisis Lifeline website, “Using the 988 Lifeline is free. When you call, text, or chat the 988 Lifeline, your conversation is confidential. The 988 Lifeline provides you judgment-free care. Connecting with someone can help save your life.” Sometimes, in times of crisis, it can be hard to think clearly and not knowing what to expect when contacting the Lifeline can feel daunting. But Centerstone is here to help ease any anxiety or uneasiness you may be experiencing about calling the Suicide and Crisis Lifeline.

We sat down with Lauren Campbell, Crisis Care Consultant at Centerstone, to get the inside scoop on what to expect.

Walk us through what happens when someone calls 988.

LC: First, the call gets answered and the caller is greeted, and we do our best to make them comfortable.Then, I’ll introduce myself and ask for their name and how I can best support them and get an overview of why they called.As the call progresses, I’ll start to ask more open-ended questions to dive a little deeper into the crisis and their reason for calling.

Everyone who calls can expect to be asked about thoughts of suicide or harm just to ensure they’re safe. This also helps us as crisis care consultants to have a better understanding of which resources we need to provide, if any.We can help guide callers to connect with resources but ultimately, they are given full autonomy to accept or refuse resources. The goal is to get them to determine what’s best for them on their own without my input.

Is the process the same when someone texts or chats?

LC: Yes. The process is pretty much the same but usually takes longer. Phone calls usually last 30 minutes to an hour whereas texting can take between two and three hours because of how long it takes to type or respond to messages.

Can you talk more about the resources that can be provided to callers?

LC: First, after we hear the full story and gain some perspective on the situation, we then determine if we think the caller may benefit from being connected to different resources. Whether it’s helping them contact with some type of shelter, providing the Centerstone phone number to schedule an appointment, or getting them started in grief therapy, for example.This is especially helpful for them because, they may not always have the ability to find or access these things themselves. I also want to note that not everyone needs resources. Sometimes, people just call because they’re having a bad day and need someone to talk to.

As the person on the receiving end of these calls, what do you do if someone isn’t sure what to say?

LC: I usually have them start with what made them call in the first place. If they say ‘I don’t know’ I’ll ask them what happened right before the call started because, obviously, something had to have happened that encouraged them to pick up the phone or send a text message. Typically, this gets people to open up.

What advice would you offer to someone sending a text or making a call who isn’t sure how to articulate what they’re experiencing?

LC: Something I do, especially if the caller is experiencing suicidal ideation, is something called a safety plan. This discusses warning signs or triggers that contribute to them having thoughts of suicide or however they’re feeling when in crisis mode. In this case, the caller can use this template to help describe their current state. For example, asking themselves, ‘how am I feeling both mentally and physically?’ If they are at least able to articulate these things, that is a great start. As crisis care consultants, we are trained to recognize their symptoms and de-escalate the situation. From there, once they’re feeling calmer, they are more likely to better articulate their concerns and why they called.

It may also be helpful for them to think through the following questions – ‘didsomething happen?’, ‘Have these feelings been accumulating over time?’, ‘Am I grieving something/someone?’, ‘Did I have a hard day at work?’

Is there anything else you want to add?

LC: I just want everyone to know that we are here to support any type of crisis. Anyone should feel compelled to call if they feel like they need to – they do NOT have to actively be experiencing suicidal ideation. Even if you had a bad day and aren’t sure where to turn, we are here to help you talk it out. The Lifeline is for everyone.  

Reaching out to 988 may feel overwhelming, but you don’t have to face a crisis on your own. The Suicide and Crisis Lifeline is free, confidential, and available 24/7 to provide judgment-free care. At Centerstone, we want you to know that help and hope are always within reach. Calling, texting, or chatting with 988 connects you to someone who will listen, support you, and guide you toward the resources you need to feel safe and understood.