In June 2023, South Sound 911 became the first 911 center in Washington to embed 988 crisis counselors into its communications center operations. This expansion of services underscores South Sound 911’s commitment to providing comprehensive support to individuals in crisis, solidifying 911’s role as a lifeline in times of need.
Trained counselors from Volunteers of America of Western Washington, the designated local 988 service provider, are working alongside South Sound 911 telecommunicators to deliver emotional support, crisis counseling, and access to essential resources. This groundbreaking collaboration is the first of its kind in Washington.
Telecommunicators assess calls to determine if a transfer to a 988 counselor is appropriate. Calls transferred can include callers with thoughts of suicide when there’s no immediate threat to self or others, callers who are with someone exhibiting suicidal thoughts when there’s no immediate threat, or callers with recurring mental health episodes.
The 988 and 911 Co-Location Crisis Call Diversion program highlights South Sound 911’s commitment to mental health support. By providing 988 counselors in the 911 center, this program ensures timely mental health assistance by trained professionals to those in need, and reduces the overall strain on South Sound 911 staff and partner agencies.
[When 988 counselors are not available, South Sound 911 telecommunicators follow standard call handling procedures which may include entering calls for law enforcement dispatch or a referral to 988 directly.]
About 988
A standalone service, the 988 Lifeline, formerly known as the National Suicide Prevention Lifeline, offers 24/7 call, text and chat access to crisis counselors who can help those experiencing suicidal, substance abuse and/or mental health crisis or emotional distress. When dialing 988 directly, callers are connected to a 988 staff member, rather than a South Sound 911 call taker.
According to statistics provided by 988 Lifeline, less than 10% of all calls handled by a 988 counselor result in a higher level of intervention, and less than 2% require law enforcement or emergency medical services response.
For more information about 988 in Washington, visit the Washington State Department of Health’s 988 Suicide & Crisis Line website.