Research highlights a gap in public knowledge about the 988 mental health helpline, a critical service akin to 911 for mental health emergencies. Despite the helpline’s importance, only 13% of Americans understand its purpose, with awareness and use highest among those experiencing severe psychological distress. Addressing potential service shortfalls and bolstering public health messaging are essential steps to ensure the helpline meets the needs of those in crisis and is widely utilized.
Enhanced communication strategies in public health and a thorough assessment of how the 988 mental health line may not fully address patient needs are crucial for improving accessibility to this service.
The success of the 988 helpline, dedicated to mental health emergencies, is hindered by a general lack of knowledge about the service among the public. This has led experts to emphasize the need for stronger public health messaging to raise awareness of the helpline.
Recent research published in JAMA Network Open by scholars at New York University underscores the urgency for public health authorities to boost awareness about the 988 mental health helpline, which started operating in July 2022 as the mental health equivalent of 911. The helpline, intended to be a memorable three-digit lifeline, is significantly underutilized due to a lack of public knowledge about its existence. A Pew report from May 2023 revealed that a mere 13 percent of American adults are aware of the 988 Suicide and Crisis Lifeline and its purpose.
The data from NYU also provides nuanced insights, especially indicating that those experiencing the most mental distress are the most informed about the 988 services.
The survey, which involved 5,058 American adults, showed that about 47.4 percent of individuals facing serious psychological distress were aware of the hotline, with a slightly lower awareness (45 percent) among those with moderate psychological distress. This is in contrast to the 40.4 percent awareness level among those with no psychological distress.
Moreover, the usage of the 988 number was more prevalent among those with higher levels of mental distress, with 6 percent having used the service, compared to 1 percent with moderate distress and only 0.2 percent with no distress.
However, previous usage of the 988 service does not necessarily translate into future use, particularly among those with severe psychological distress. Of these individuals, only 30 percent who had used the service said they were very likely to do so again. Among all participants reporting severe distress, only 22 percent indicated they would use the service in the future.
The NYU team suggests that investigating any potential barriers within the 988 system is imperative. Prior reports have identified accessibility issues, which may be deterring those in need from using the service.
Michael A. Lindsey, a leading academic voice from NYU, commented on the necessity of understanding why individuals in severe distress are reluctant to reuse the service, whether the reasons lie in the need for better training, increased resources, or other improvements.
Jonathan Purtle, who spearheaded the JAMA study, pointed out the importance of determining how effectively the 988 line fulfills patient needs, suggesting a gap in user satisfaction and adequacy of connected resources for those in serious distress.
Furthermore, the findings highlight the need to explore new methods to increase the public’s knowledge of the crisis line. Even among those with serious psychological distress, less than half are aware of the 988 service.
In a related study, Purtle observed the communication efforts of state legislators around the launch of 988 in June 2022 and noted a decline in ongoing communication. The continuous promotion of the 988 Lifeline by public figures is essential for its impact on public health.
While the research did not evaluate the effectiveness of elected officials in raising awareness or exploring the role of other possible advocates, understanding the broader landscape of public communication about the 988 service could be beneficial in strengthening its public health role.
