FCC Proposes Improvements for Wireless Call Routing to 988 Lifeline

The Federal Communications Commission proposed improvements for wireless call routing to the 988 Suicide & Crisis Lifeline that would connect callers in crisis to behavioral health resources in their state or county while protecting their privacy. Calls to 988, the three-digit number designated in 2020 for the National Suicide Prevention Lifeline, are currently routed based on the caller’s area code and exchange, which presents some obstacles to callers whose area code does not correspond to their location. Reliable, timely access to the 988 Lifeline is crucial to linking people experiencing a suicidal or mental health crisis with immediate support. This proposal would require a georouting solution to be implemented for all wireless calls to the 988 Lifeline. In July 2023, the FCC adopted rules that require providers to report outages that may potentially impact 988 service similar to the existing requirement for 911. This requirement affects all providers with a role in delivering the calls, including cable, satellite, wireless, wireline, interconnected VoIP providers. The Second Further Notice of Proposed Rulemaking reflects coordinated efforts by the FCC and the US Department of Health and Human Services’ (HHS) Substance Abuse and Mental Health Services Administration (SAMHSA) to make it easier for those in crisis to get help.