Center for Policy Research

Policy Brief

Why Aren’t More People Calling 988 for Mental Health Crises?

Michiko Ueda, Colleen M. Heflin, Yanhong Liu, Qingyi Yu, and Seethalakshmi Ramanathan

C.P.R. Policy Brief No. 21

October 2025

Michiko Ueda-Ballmer

Colleen Heflin

Public Administration & International Affairs Department

Center for Policy Research

United States

A person smiling with long, dark hair and wearing a red top.

Michiko Ueda-Ballmer

Colleen Heflin

When someone is in a mental health crisis, calling 911 has long been the default response. However, 911 call centers are not well-equipped to handle mental health emergencies, and law enforcement dispatch can result in unnecessary arrests, hospitalizations, or crisis escalation. The 988 Suicide and Crisis Lifeline launched in 2022 is a free, confidential alternative, yet awareness remains low and misconceptions persist.

This brief summarizes findings from a study that surveyed nearly 1,900 U.S. adults and found that only 22% knew about 988. Even more striking: nearly 9 in 10 people had concerns about using it, and many of those concerns are based on misconceptions. The authors recommend expanded public education campaigns and targeted outreach to address these barriers.

Download Brief