Utah 988 lifeline sees summer increase in calls, says it maintains 90% answer rate

SALT LAKE CITY — Utah's 988 Suicide & Crisis Lifeline is experiencing an increase in calls and texts during the summer months, a trend mental health officials say has continued for the past several years.

The increase comes as some crisis contact centers in other states struggle to keep up with demand. In California, reports indicate the state's largest 988 contact center in Los Angeles has been forced to reroute some calls because of high call volumes.

At Utah's 988 call center, operated by Huntsman Mental Health Institute, crisis line managers say they remain equipped to handle the demand.

"We aim to have that 90% answer rate for all of our calls," said Samantha Powell, a crisis line manager at Huntsman Mental Health Institute. "When you're thinking, 'Over 400 calls a day, that's a lot,' we reach that number. We do a really good job."

Powell said the center's missed calls are often the result of callers hanging up before staff members can answer.

Huntsman Mental Health Institute receives all 988 calls placed from within Utah. Powell said staff members generally do not know where a caller is located unless that person shares the information. When calls are rerouted from other states, they are typically directed to the nearest available crisis center, and some of those calls reach Utah.

Powell said on average, the center receives about 400 calls each day. Powell said call volumes tend to spike around 9 a.m. as people prepare for the day and again from about 4 p.m. through 2 a.m.

In addition to seeing more contacts during the summer, staff members have noticed that calls are lasting slightly longer.

"It's just been harder," Powell said. "We've seen that by just a little bit longer of phone calls. They're going to stay on the phone line with you to make sure that you feel heard and you've got the tools that you need to go about the rest of your day and hopefully find some resources in the community to continue that support."

Powell said they don't track the reasons why people are calling.

"Every person that calls, we don't define their crisis," she said. "So anybody can call even if they're just having a hard day. Every crisis worker will assess whether they are feeling suicidal, or if they're wanting to harm themselves or others."

Beyond the 988 Suicide & Crisis Lifeline, Huntsman Mental Health Institute also answers calls for Utah's state crisis line and the Warm Line. The Warm Line is a free resource designed for people dealing with ongoing mental health challenges who may not be in immediate crisis. Callers are connected with peer support specialists who can offer guidance and support.

Mental health officials also emphasize that people do not need to be experiencing a crisis themselves to contact 988. Friends and family members who are concerned about a loved one's mental health can call the hotline for advice, resources and information on how to help.

Utah residents can reach the 988 Suicide & Crisis Lifeline by calling or texting 988 at any time, 24 hours a day, seven days a week.

The 988 lifeline is available 24 hours a day, seven days a week. The Warm Line, which callers can reach at 833-SPEAKUT (toll free) or 801-587-1055 (local), is staffed 8 a.m.-11 p.m., 7 days a week, 365 days a year. You can call the Utah Crisis Line 24/7 at 801-587-3000. For more information on mental health support services, visit Huntsman Mental Health Institute's website.

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