Every 9 Seconds: Reflections from the 988 Community on Providing “No Judgment, Just Help”

In honor of 988 Day, we asked leaders at crisis centers across the country to share their insights on the life-saving work that their teams do every day. In this piece, we’re honored to highlight the perspectives of individuals with deep experience and passion for crisis support. 

The theme of 988 Day is “No Judgment, Just Help.” It’s a critical philosophy that has animated for decades the work of crisis call centers across the country. And in the past two years, this approach has been applied by over 200 centers that comprise the 988 network. 

These centers include thousands of individuals who fill a wide range of roles from frontline responders to trainers, quality assurance team members, clinical supervisors, IT specialists, HR professionals, and so many more. Through their dedication, 988 has supported over 10 million interactions in two years. Put another way – 988 provides non-judgmental support to a caller or texter every 9 seconds. 

Crisis lines are the only mental health resources that are: free, 24/7, and accessible to every person across the country. Just a few years ago, understanding how to access this support was often difficult for those who needed it most. The 988 Suicide and Crisis Lifeline simplified the ability to find support, which is essential in challenging moments. 

Ashley Ladbury Hrichena, Operations Director at FirstLink, shared, “The simplicity of the 988 phone number makes it easy to remember and dial in urgent situations, ensuring that help is just a call away.” 

Greg Borders, Chief Clinical Officer at Lines for Life, reflects on this progress, “After over 20 years working in the field of crisis and suicide prevention, it’s clear that 988 is a game changer. Folks in crisis are finding help and support in numbers we had never seen before.”

Becca Nordeen, Senior Vice President of Crisis Intervention at The Trevor Project, highlighted this point as well. “The 988 Lifeline has already helped so many more LGBTQ+ young people get the care they need, and I cannot wait to see how the 988 Lifeline continues to expand its life-saving services for LGBTQ+ young people in the next year and beyond.”

The introduction of 988 was a turning point in the crisis community. Not only did it provide a simple way for individuals to connect with a responder, but it also coincided with increased funding to support even more people reaching out. And because the services are available across modalities (recent innovations include the expansion of services with video support for the Deaf community), even more individuals can connect with a responder after bravely reaching out. 

Stacey Contreras, Interim Director of Hotline Services at Emergence Health Network, shares how she’s been moved by callers’ stories: “I’m inspired by the heartfelt stories our resilient callers share as they persevere amidst ongoing challenges. I am grateful to be a part of their journey.” 

Levi Van Dyke, Chief Behavioral Health Officer at Volunteers of America Western Washington, also highlights this perspective. “It takes a great deal of strength and courage to reach out for support when you are struggling, and I am grateful for each person that takes that step. By extension, that gratitude then moves to the individual answering the call, chat, or text and how they show up each day to provide support and hope.”

Jaymes Black, Chief Executive Officer at The Trevor Project, emphasized the impact on vulnerable communities. “The Trevor Project is immeasurably grateful for the 988 Lifeline’s impact, connecting more LGBTQ+ young people than ever before with the services they need, often in their darkest moments.”

The impact of 988 over the past two years is clear. And none of it would be possible without the dedicated individuals working tirelessly across the country. Each 988 center is a coordinated effort across so many roles. And the individuals working beyond the centers – including at SAMHSA, Vibrant, and countless nonprofits and government departments – have been critical parts of the progress in recent years. A common theme across the community was appreciation for team members and the broader mental health system.

Christian Raymer, Chief Programs and Development Officer at Crisis Support Services of Nevada, notes, “The resilience and dedication of our team inspire me. Their unwavering commitment to providing empathetic and authentic support to complete strangers truly drives the success of our efforts.” 

Ana Duarte Paniagua, Crisis Team Lead at MHMR of Tarrant County, shared: “I would like to give a shout out to our team for being kind, caring, and compassionate. I am grateful for them and the work they do for 988.”

Maggie Walker, 988 Project Manager at Northwest Human Services, expresses pride in her team, saying, “I am so proud to work alongside exceptionally skilled crisis counselors who show up with patience and compassion to support their community.” 

Martyna Timmerman, Director of Technical Operations at Volunteers of America Western Washington, shared: “I am grateful for the dedicated counselors and mental health professionals who work tirelessly behind the scenes at 988, providing critical support to individuals in crisis…I’m also thankful for the technology teams who continuously work to improve the platform, ensuring it’s reliable and accessible….[And] I’m grateful for the advocates and policymakers who helped bring 988 to life, recognizing the need for a dedicated mental health crisis line.”

While highlighting how far 988 has come, there is a shared understanding of future potential. From raising awareness with tailored marketing campaigns to enhancing technology capabilities in areas such as geo-routing, there is an enormous opportunity for increasing impact in the years ahead.

Jennifer Illich, Executive Director at FirstLink, highlights the need for ongoing outreach: “Raising awareness about the availability of 988 is a key priority as we work towards a future where everyone knows they have a reliable resource they can turn to in their times of need.” 

Amee Ivie, Chief Executive Officer at Crisis Support Services of Nevada, shares her hope for expanding impact in underserved communities. “Looking ahead, I’m hopeful that we can continue to expand our reach and deepen our support, especially for those in underserved communities. Ensuring that everyone has access to immediate and compassionate care is our driving mission, and 988 will be a cornerstone of that effort.” 

Jennifer Stark, Clinical Supervisor at Northwest Human Services says, “I find hope and excitement in 988 and other on-going efforts to provide skilled, non-judgmental support to anyone in need. The standards and practices used are raising the bar on the quality of critically needed “no-wrong-door” behavioral health care that all members of our communities are entitled to.” 

Dwight Holton, CEO at Lines for Life, emphasized the importance of always raising the bar. “To every person who trusts 988 in a vulnerable moment, we owe them the highest quality support. And we owe everyone who supports 988 – including our teams and funders across the country – our sustained efforts to find new ways of improving our services.”

A concluding theme across the community is feeling fortunate to be part of 988’s journey and impact. At ReflexAI, we are grateful to collaborate with so many organizations in the crisis community and the mental health space more broadly. 

As Amee Ivie summarized: “It’s a privilege to be part of a community dedicated to saving lives and offering free, confidential, and judgment-free support and compassion when needed most.”