988 Suicide & Crisis Lifeline Minimum Standards For Crisis Contact Centers
Applying To Join The 988 Lifeline Network
Minimum Application Requirements for Call Centers (January 2022)

The 988 Suicide and Crisis Lifeline (988 Lifeline) is a network of independently
operated crisis centers. The network is comprised of 200+ individual crisis centers
across the country. Crisis contact centers set their hours and geographic coverage
areas for Lifeline calls, chats, and texts. There is no application fee or membership fee.
Calls to the 988 Lifeline, originating from the United States and U.S. Territories, arerouted to the nearest available 988 Lifeline member crisis center 24 hours a day/sevendays a week. Currently, calls are routed based on where the caller's phone number isregistered. When a local call center cannot answer a call, the 988 Lifeline re-routes thecall into a network of backup call centers.
The 988 Lifeline is administered by Vibrant Emotional Health (formerly the Mental
Health Association of New York City), through a grant from the U.S. Substance Abuse
and Mental Health Services Administration (SAMHSA). Crisis contact centers interested
in joining the 988 network are required to fill out an application and submit supporting
materials. This document outlines the minimum requirements call centers must meet.
Certification/Accreditation
The crisis center must provide proof of certification/accreditation from one of thefollowing:• American Association of Suicidology (AAS)• International Council for Helplines (formerly CONTACT USA)
• Alliance of Information and Referral Systems (AIRS)• The Joint Commission• Commission on Accreditation of Rehabilitation Facilities (CARF)• Council on Accreditation (COA)• Utilization Review Accreditation Commission (URAC)• State/county licensure, as approved by the Administrator
Centers without certification/licensure may still be able to join the network, assuming
there is a demonstrable need for a center in that area, and the center signs theprovisional status amendment, by which it agrees to obtain certification within a set
time frame.

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Insurance
The center must have liability insurance that covers directors and officers, as well as
staff and volunteers who respond to crisis calls in the amount of at least $1,000,000
per occurrence and $3,000,000 aggregate, unless otherwise approved by theLifeline.
Coverage Capacity
The crisis center must be able to consistently cover a specific geographic region,
determined in collaboration with the Administrator (Vibrant), as designated bycounty, area code, zip code, or state. Centers do not need to provide 24/7 coveragefor Lifeline calls, chats or texts, although 24/7 coverage is preferred.
Dedicated Staff &Guidelines
The organization is required to have a distinctive call operation with the capacity toidentify, receive and respond to calls, chats and texts from individuals in distress(preferably 24/7). The crisis call operation must utilize its own policies, procedures,and training protocols and have identified staff and an administration responsible forthe operation's oversight.
Network Participation
The crisis center must be willing to engage in a contractual agreement with theAdministrator by signing the Network Agreement.
Training
The crisis center must provide for basic training of call center staff (for both new andactive staff members) and include specific training on safety assessment
procedures, working with third-party callers, and protocols for working with callers at
imminent risk for harm to self or others. Guidance on training is provided by theLifeline during the clinical review phase of the application process.
Quality Assurance
The crisis center may not practice any of the following in order to manage incoming
Lifeline calls:• Utilize an answering service or cellular telephones;• Utilize an automated attendant or any other system that requires a caller topress a telephone key in order to be connected with center staff/volunteers;• Forward incoming Lifeline calls to a third party; or• Allow a receptionist or any center staff/volunteers that have not been trained
to assist callers to answer/triage calls.

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Quality Assurance Evaluation
The crisis center must be willing to participate in periodic 988 Suicide and Crisis
Lifeline network evaluation activities to promote quality assurance for network
operations.
Crisis Center Liaison
The center must provide at least one contact to serve as a liaison to the 988 Lifeline.
Referrals
The crisis center must be able to offer referrals to service providers in its designatedcoverage area.
Suicide Safety Assessment
The crisis center must ask all 988 Lifeline contacts standardized questions aboutsuicide at some point during the course of the call, chat or text. If the individual who
had contacted 988 answers affirmatively to any one of the required questions, thecenter staff must conduct a more thorough safety assessment by using aninstrument that incorporates the principles and subcomponents of the 988 Lifeline’sSuicide Safety Policy.
Assisting Callers at Imminent Risk of Suicide
The center must adhere to Lifeline’s current Policy for Assisting Individuals atImminent Risk, which provides specific guidelines for assisting the 988 Lifeline
callers at immediate risk for harm to self or others.
Telephony Requirements
Centers must pass Lifeline tests of their telephony system to ensure compatibilitywith Lifeline’s routing system. Centers using automatic call distribution queuing
technologies must have DTMF functionality.

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