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988 Lifeline Performance Metrics
Title

988 Lifeline Performance Metrics

Summary

The data below represent 988 Lifeline monthly performance. This data represents the performance of the overall national network, which includes data from all 988 Lifeline network centers.

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Overview

Past Month

May 1, 2024 ⁠– May 31, 2024

  • Total Routed Contacts: 610,378
  • Offered Calls to the Veterans Crisis Line (VCL): 64,906

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 545,472

  Calls Chats Texts Total
Routed* 387,511 59,568 98,393 545,472
Answered 341,034
(88%)
49,625
(83%)
95,296
(97%)
485,955
(89%)
Abandoned 46,477
(12%)
9,943
(17%)
3,097
(3%)
59,517
(11%)
Average Speed of Answer (ASA) 00:00:36 00:03:14 00:03:55 00:01:31
Average Contact Time 00:13:24 00:30:05 00:48:45 00:22:02

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Spanish Subnetwork

  Calls Chats Texts Total
Routed 10,158 863 1,185 12,206
Answered 8,613
(84.79%)
818
(94.79%)
1,184
(99.92%)
10,615
(86.97%)
Abandoned 1,545
(15.21%)
45
(5.21%)
1
(0.08%)
1,591
(13.03%)
Average Speed of Answer (ASA) 00:00:42 00:01:17 00:00:32 00:00:44
Average Contact Time 00:12:56 00:32:04 1:00:30 00:19:43

LGBTQI+ Subnetwork

  Calls Chats Texts Total
Routed** 32,377 5,695 6,732 44,804
Answered 24,781
(75.54%)
5,621
(98.70%)
6,718
(99.79%)
37,120
(82.85%)
Abandoned 7,596
(23.46%)
74
(1.30%)
14
(0.21%)
7,684
(17.15%)
Average Speed of Answer (ASA) 00:01:00 00:00:19 00:00:20 00:00:47
Average Contact Time 00:12:57 00:33:32 00:52:41 00:23:15

**In times of high demand, contacts to the LGBTQI+ subnetwork may flow out to the broader national network of contact centers rather than to LGBTQI+ specific services. The vast majority of contacts are answered by LGBTQI+ specific contact centers.

2024 Performance Metrics

Past Month

April 1, 2024 ⁠– April 30, 2024

  • Total Routed Contacts: 577,150
  • Offered Calls to the Veterans Crisis Line (VCL): 59,404

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 517,746

  Calls Chats Texts Total
Routed* 362,475 60,307 94,964 517,746
Answered 321,232
(89%)
51,799
(86%)
93,420
(98%)
466,451
(90%)
Abandoned 41,243
(11%)
8,508
(14%)
1,544
(2%)
51,295
(10%)
Average Speed of Answer (ASA) 00:00:33 00:02:49 00:02:59 00:01:18
Average Contact Time 00:13:27 00:29:51 00:47:34 00:22:06

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Spanish Subnetwork

  Calls Chats Texts Total
Routed 10,455 1,210 1,230 12,895
Answered 9,090
(86.94%)
1,137
(93.97%)
1,228
(99.84%)
11,455
(88,83%)
Abandoned 1,365
(13.06%)
73
(6.03%)
2
(0.16%)
1,440
(11.17%)
Average Speed of Answer (ASA) 00:00:36 00:01:17 00:00:38 00:00:40
Average Contact Time 00:12:28 00:31:14 00:58:13 00:19:14

LGBTQI+ Subnetwork

  Calls Chats Texts Total
Routed** 29,189 6,415 9,085 44,689
Answered 22,896
(78.44%)
6,182
(96.37%)
9,079
(99.93%)
38,157
(85.38%)
Abandoned 6,273
(21.49%)
233
(3.63%)
6
(0.07%)
6,512
(14.57%)
Average Speed of Answer (ASA) 00:00:52 00:00:28 00:00:38 00:00:45
Average Contact Time 00:13:00 00:32:26 00:50:24 00:25:03

**In times of high demand, contacts to the LGBTQI+ subnetwork may flow out to the broader national network of contact centers rather than to LGBTQI+ specific services. The vast majority of contacts are answered by LGBTQI+ specific contact centers.

Overview

Since the July 2022 launch, 988 has received (routed) about 9.6 million calls, texts, and chats.

Past Month

March 1, 2024 ⁠– March 31, 2024

  • Total Routed Contacts: 542,055
  • Offered Calls to the Veterans Crisis Line (VCL): 59,527

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 482,528

  Calls Chats Texts Total
Routed* 344,486 58,111 79,931 482,528
Answered 306,075
(89%)
53,514
(92%)
79,896
(100%)
439,485
(91%)
Abandoned 38,411
(11%)
4,597
(8%)
35
(0%)
43,043
(9%)
Average Speed of Answer (ASA) 00:00:32 00:01:02 00:00:52 00:00:40
Average Contact Time 00:13:41 00:29:33 00:51:08 00:22:26

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Spanish Subnetwork

  Calls Chats Texts Total
Routed 9,589 993 894 11,476
Answered 8,374
(87.33%)
951
(95.77%)
890
(99.55%)
10,215
(89.01%)
Abandoned 1,215
(12.67%)
42
(4.23%)
4
(0.05%)
1,261
(10.99%)
Average Speed of Answer (ASA) 00:00:32 00:01:09 00:00:28 00:00:35
Average Contact Time 00:11:31 00:35:59 01:00:07 00:18:02

LGBTQI+ Subnetwork

  Calls Chats Texts Total
Routed** 31,023 6,062 14,450 51,535
Answered 25,016
(80.64%)
5,742
(94.72%)
14,450
(100%)
45,208
(87.72%)
Abandoned 6,007
(19.36%)
320
(5.28%)
0
(0%)
6,327
(12.28%)
Average Speed of Answer (ASA) 00:00:51 00:00:34 00:00:39 00:00:45
Average Contact Time 00:12:21 00:31:29 00:50:23 00:26:56

**In times of high demand, contacts to the LGBTQI+ subnetwork may flow out to the broader national network of contact centers rather than to LGBTQI+ specific services. The vast majority of contacts are answered by LGBTQI+ specific contact centers.

Overview

Since the July 2022 launch, 988 has received (routed) about 9.1 million calls, texts, and chats.

Past Month

February 1, 2024 ⁠– February 29, 2024

  • Total Routed Contacts: 485,014
  • Offered Calls to the Veterans Crisis Line (VCL): 55,640

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 429,374

  Calls Chats Texts Total
Routed* 302,964 54,746 71,664 429,374
Answered 269,227
(89%)
49,810
(91%)
71,495
(100%)
390,532
(91%)
Abandoned 33,737
(11%)
4,936
(9%)
169
(0%)
38,842
(9%)
Average Speed of Answer (ASA) 00:00:32 00:00:56 00:01:10 00:00:42
Average Contact Time 00:13:51 00:29:11 00:50:59 00:22:36

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Spanish Subnetwork

  Calls Chats Texts Total
Routed 7,985 559 637 9,181
Answered 6,926
(86.74%)
525
(93.92%)
637
(100%)
8,088
(88.09%)
Abandoned 1,059
(13.26%)
34
(6.08%)
0
(0.0%)
1,093
(11.91%)
Average Speed of Answer (ASA) 00:00:33 00:01:01 00:00:25 00:00:34
Average Contact Time 00:11:54 00:38:29 01:12:36 00:18:24

LGBTQI+ Subnetwork

  Calls Chats Texts Total
Routed** 26,031 5,470 13,122 44,623
Answered 20,754
(79.73%)
4,953
(90.55%)
12,478
(95.09%)
38,185
(85.57%)
Abandoned 5,277
(20.27%)
517
(9.45%)
644
(4.91%)
6,438
(14.43%)
Average Speed of Answer (ASA) 00:00:52 00:00:33 00:00:38 00:00:45
Average Contact Time 00:12:32 00:33:34 00:50:15 00:27:35

**In times of high demand, contacts to the LGBTQI+ subnetwork may flow out to the broader national network of contact centers rather than to LGBTQI+ specific services. The vast majority of contacts are answered by LGBTQI+ specific contact centers.

Overview

Since the July 2022 launch, 988 has received and routed about 8.6 million calls, texts, and chats.

Past Month

January 1, 2024 ⁠– January 31, 2024

  • Total Routed Contacts: 507,396
  • Offered Calls to the Veterans Crisis Line (VCL): 59,983

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 447,413

  Calls Chats Texts Total
Routed* 311,661 56,615 79,137 447,413
Answered 275,758
(88%)
49,371
(87%)
78,415
(99%)
403,544
(90%)
Abandoned 35,903
(12%)
7,244
(13%)
722
(1%)
43,869
(10%)
Average Speed of Answer (ASA) 00:00:32 00:01:26 00:02:09 00:00:58
Average Contact Time 00:13:57 00:28:07 00:50:48 00:22:51

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Spanish Subnetwork

  Calls Chats Texts Total
Routed 8,159 653 681 9,493
Answered 7,012
(85.94%)
617
(94.49%)
680
(99.85%)
8,309
(87.53%)
Abandoned 1,147
(14.06%)
36
(5.51%)
1
(0.15%)
1,184
(12.47%)
Average Speed of Answer (ASA) 00:00:33 00:00:42 00:00:26 00:00:33
Average Contact Time 00:11:57 00:36:23 01:07:24 00:18:18

LGBTQI+ Subnetwork

  Calls Chats Texts Total
Routed** 26,766 4,449 14,915 46,130
Answered 20,585
(76.91%)
4,267
(95.91%)
14,904
(99.93%)
39,756
(86.18%)
Abandoned 6,181
(23.09%)
182
(4.09%)
11
(0.07%)
6,374
(13.82%)
Average Speed of Answer (ASA) 00:01:00 00:00:28 00:00:34 00:00:47
Average Contact Time 00:12:57 00:30:34 00:51:22 00:29:15

**In times of high demand, contacts to the LGBTQI+ subnetwork may flow out to the broader national network of contact centers rather than to LGBTQI+ specific services. The vast majority of contacts are answered by LGBTQI+ specific contact centers.

2023 Performance Metrics

Overview

Since the July 2022 launch, 988 has received and routed about 8.1 million calls, texts, and chats.

Past Month

December 1, 2023 ⁠– December 31, 2023

  • Total Routed Contacts: 508,712
  • Offered Calls to the Veterans Crisis Line (VCL): 63,267

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 445,445

  Calls Chats Texts Total
Routed* 309,756 55,663 80,026 445,445
Answered 273,148
(88%)
48,309
(87%)
78,402
(98%)
399,859
(90%)
Abandoned 36,608
(12%)
7,354
(13%)
1,624
(2%)
45,586
(10%)
Average Speed of Answer (ASA) 00:00:34 00:01:19 00:03:07 00:01:09
Average Contact Time 00:13:60 00:27:10 00:49:23 00:22:31

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Spanish Subnetwork

  Calls Chats Texts Total
Routed 9,585 958 778 11,321
Answered 8,020
(83.67%)
921
(96.14%)
778
(100%)
9,719
(85.85%)
Abandoned 1,565
(16.33%)
37
(3.86%)
0
(0%)
1,602
(14.15%)
Average Speed of Answer (ASA) 00:00:42 00:01:06 00:00:33 00:00:44
Average Contact Time 00:12:13 00:29:41 00:54:35 00:17:16

LGBTQI+ Subnetwork

  Calls Chats Texts Total
Routed** 25,491 4,758 15,454 45,703
Answered 20,272
(79.53%)
4,534
(95.29%)
15,428
(99.83%)
40,234
(88.03%)
Abandoned 5,219
(20.47%)
224
(4.71%)
26
(0.17%)
5,469
(11.97%)
Average Speed of Answer (ASA) 00:00:49 00:00:28 00:00:38 00:00:42
Average Contact Time 00:11:56 00:28:35 00:49:04 00:28:03

**In times of high demand, contacts to the LGBTQI+ subnetwork may flow out to the broader national network of contact centers rather than to LGBTQI+ specific services. The vast majority of contacts are answered by LGBTQI+ specific contact centers.

Overview

Since the July 2022 launch, 988 has received and routed about 7.6 million calls, texts, and chats.

Past Month

November 1, 2023 ⁠– November 30, 2023

  • Total Routed Contacts: 489,709
  • Offered Calls to the Veterans Crisis Line (VCL): 60,372

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 429,337

  Calls Chats Texts Total
Routed* 292,925 56,194 80,218 429,337
Answered 259,102
(88%)
48,140
(86%)
78,854
(98%)
386,096
(90%)
Abandoned 33,823
(12%)
8,054
(14%)
1,364
(2%)
43,241
(10%)
Average Speed of Answer (ASA) 00:00:32 00:01:19 00:03:13 00:01:10
Average Contact Time 00:13:52 00:27:12 00:47:33 00:22:25

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Overview

Since the July 2022 launch, 988 has received and routed about 7 million calls, texts, and chats.

Past Month

October 1, 2023 ⁠– October 31, 2023

  • Total Routed Contacts: 518,810
  • Offered Calls to the Veterans Crisis Line (VCL): 63,494

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 455,316

  Calls Chats Texts Total
Routed* 310,523 61,640 83,153 455,316
Answered 274,278
(88%)
52,115
(85%)
81,492
(98%)
407,885
(90%)
Abandoned 36,245
(12%)
9,525
(15%)
1,661
(2%)
47,431
(10%)
Average Speed of Answer (ASA) 00:00:32 00:01:22 00:03:58 00:01:19
Average Contact Time 00:14:07 00:25:31 00:47:53 00:22:19

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Overview

Since the July 2022 launch, 988 has received (routed) about 6.5 million calls, texts, and chats.

Past Month

September 1, 2023 ⁠– September 30, 2023

  • Total Routed Contacts: 502,736
  • Offered Calls to the Veterans Crisis Line (VCL): 63,431

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 439,305

  Calls Chats Texts Total
Routed* 301,379 59,414 78,512 439,305
Answered 265,900 
(88%)
55,996
(94%)
77,781
(99%)
399,677
(91%)
Abandoned 35,479
(12%)
3,418
(6%)
731
(1%)
39,628
(9%)
Average Speed of Answer (ASA) 00:00:31 00:00:49 00:01:19 00:00:43
Average Contact Time 00:13:59 00:24:57 00:49:21 00:22:24

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Overview

Since the July 2022 launch, 988 has received (routed) more than 6 million calls, texts, and chats.

Fact Sheet: The 988 Lifeline's First Year (PDF | 232 KB)

Past Month

August 1, 2023 ⁠– August 31, 2023

  • Total Routed Contacts: 477,449
  • Offered Calls to the Veterans Crisis Line (VCL): 63,577

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 413,872

  Calls Chats Texts Total
Routed* 280,727 56,260 76,885 413,872
Answered 247,543 
(88%)
54,051
(96%)
76,420
(99%)
378,014
(91%)
Abandoned 33,184
(12%)
2,209
(4%)
465
(1%)
35,858
(9%)
Average Speed of Answer (ASA) 00:00:31 00:00:42 00:00:56 00:00:37
Average Contact Time 00:13:38 00:24:21 00:49:53 00:22:29

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Overview

July 1, 2023 ⁠– July 31, 2023

  • Total Routed Contacts: 462,379
  • Offered Calls to the Veterans Crisis Line (VCL): 61,546

The 988 Lifeline national performance network data includes contacts (calls, chats, and texts) to the LGBTQI+ and Spanish subnetworks.

988 Lifeline Routed Network Contacts (Excludes VCL*): 400,833

  Calls Chats Texts Total
Routed* 264,803 59,144 76,886 400,833
Answered 237,770 
(90%)
56,593
(96%)
76,157
(99%)
370,520 
(92%)
Abandoned 27,033
(10%)
2,551
(4%)
729
(1%)
30,313
(8%)
Average Speed of Answer (ASA) 00:00:31 00:00:45 00:01:12 00:00:42
Average Contact Time 00:13:37 00:23:26 00:49:45 00:22:33

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Overview

June 1, 2023 ⁠– June 31, 2023

  • Total Routed Contacts: 447,077
  • Offered Calls to the Veterans Crisis Line (VCL): 64,427

988 Lifeline Routed Network Contacts (Excludes VCL*): 382,650

  Calls Chats Texts Total
Routed* 250,610 65,180 66,860 382,650
Answered 223,411 
(89%)
63,501
(97%)
66,338
(99%)
353,250 
(92%)
Abandoned 27,199
(11%)
1,679
(3%)
522
(1%)
29,400
(8%)
Average Speed of Answer (ASA) 00:00:31 00:00:34 00:00:49 00:00:35
Average Contact Time 00:13:22 00:21:30 00:49:04 00:21:32

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Overview

May 1, 2023 ⁠– May 31, 2023

  • Total Routed Contacts: 469,023
  • Offered Calls to the Veterans Crisis Line (VCL): 66,529

The 988 Lifeline data for May 2023, showed an increase in overall volume compared to May 2022. May 2023 includes contacts from the LGBTQI+ pilot.

The 988 Lifeline answered 159,040 more contacts (calls, chats and texts) and significantly improved how quickly contacts were answered.

The average speed to answer across all contacts decreased from 140 seconds to 35 seconds.

In May 2023 vs. May 2022, calls answered increased by 45%, chats answered increased by 52%, and texts answered increased by 938%.

988 Lifeline Routed Network Contacts (Excludes VCL*): 402,494

  Calls Chats Texts Total
Routed* 262,920 68,507 71,067 402,494
Answered 235,292 
(89%)
66,954
(98%)
70,534
(99%)
372,780 
(93%)
Abandoned 27,628
(11%)
1,553
(2%)
533
(1%)
29,714
(7%)
Average Speed of Answer (ASA) 00:00:31 00:00:35 00:00:49 00:00:35
Average Contact Time 00:13:20 00:22:26 00:49:01 00:21:43

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Overview

April 1, 2023 ⁠– April 30, 2023

  • Total Routed Contacts: 431,134
  • Offered Calls to the Veterans Crisis Line (VCL): 62,198

The 988 Lifeline data for April 2023, showed an increase in overall volume compared to April 2022. April 2023 includes contacts from the LGBTQ+ pilot.

The 988 Lifeline answered 160,314 more contacts (calls, chats and texts) and significantly improved how quickly contacts were answered.

The average speed to answer across all contacts decreased from 175 seconds to 37 seconds.

In April 2023 vs. April 2022, calls answered increased by 52%, chats answered increased by 90%, and texts answered increased by 1022%.

988 Lifeline Routed Network Contacts (Excludes VCL*): 368,936

  Calls Chats Texts Total
Routed* 242,995 61,082 64,859 368,936
Answered 215,075 
(89%)
59,629
(98%)
64,323
(99%)
339,027 
(92%)
Abandoned 27,920
(11%)
1,453
(2%)
536
(1%)
29,909
(8%)
Average Speed of Answer (ASA) 00:00:33 00:00:35 00:00:53 00:00:37
Average Contact Time 00:13:37 00:23:58 00:49:57 00:22:20

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Overview

March 1, 2023 ⁠– March 31, 2023

  • Total Routed Contacts: 435,900
  • Offered Calls to the Veterans Crisis Line (VCL): 64,078

The 988 Lifeline data for March 2023, showed an increase in overall volume compared to March 2022. March 2023 includes contacts from the LGBTQ+ pilot.

The 988 Lifeline answered 164,337 more contacts (calls, chats and texts) and significantly improved how quickly contacts were answered.

The average speed to answer across all contacts decreased from 168 seconds to 36 seconds.

In March 2023 vs. March 2022, calls answered increased by 47%, chats answered increased by 136%, and texts answered increased by 1299%.

988 Lifeline Routed Network Contacts (Excludes VCL*): 371,822

  Calls Chats Texts Total
Routed* 243,417 61,146 64,259 371,822
Answered 214,894 
(88%)
63,019
(98%)
63,778
(99%)
341,691 
(92%)
Abandoned 28,523 
(12%)
1,127
(2%)
481
(1%)
30,131
(8%)
Average Speed of Answer (ASA) 00:00:34 00:00:31 00:00:45 00:00:36
Average Contact Time 00:13:40 00:23:43 00:49:08 00:22:09

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Overview

February 1, 2023 ⁠– February 28, 2023

  • Total Routed Contacts: 404,194
  • Offered Calls to the Veterans Crisis Line (VCL): 57,970

The 988 Lifeline data for February 2023, showed an increase in overall volume compared to February 2022. February 2023 includes contacts from the LGBTQ+ pilot.

The 988 Lifeline answered 161,678 more contacts (calls, chats and texts) and significantly improved how quickly contacts were answered.

The average speed to answer across all contacts decreased from 192 seconds to 35 seconds.

In February 2023 vs. February 2022, calls answered increased by 48%, chats answered increased by 247%, and texts answered increased by 1599%.

988 Lifeline Routed Network Contacts (Excludes VCL*): 346,224

  Calls Chats Texts Total
Routed* 226,634 59,225 60,365 346,224
Answered 199,377 
(88%)
57,854
(98%)
59,772
(99%)
317,003 
(92%)
Abandoned 27,257 
(12%)
1,371
(2%)
593
(1%)
29,221
(8%)
Average Speed of Answer (ASA) 00:00:33 00:00:31 00:00:44 00:00:35
Average Contact Time 00:13:16 00:23:22 00:49:04 00:21:51

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

Overview

January 1, 2023 ⁠– January 31, 2023

  • Total Routed Contacts: 450,434
  • Offered Calls to the Veterans Crisis Line (VCL): 66,363

The 988 Lifeline data for January 2023, showed an increase in overall volume compared to January 2022. January 2023 includes contacts from the LGBTQ+ pilot.

The 988 Lifeline answered 189,102 more contacts (calls, chats and texts) and significantly improved how quickly contacts were answered.

The average speed to answer across all contacts decreased from 181 seconds to 40 seconds.

In January 2023 vs. January 2022, calls answered increased by 57%, chats answered increased by 264%, and texts answered increased by 1608%.

988 Lifeline Routed Network Contacts (Excludes VCL*): 384,071

  Calls Chats Texts Total
Routed* 248,634 71,058 64,379 384,071
Answered 218,391 
(88%)
68,397
(96%)
63,491
(99%)
350,279 
(91%)
Abandoned 30,243 
(12%)
2,661
(4%)
888
(1%)
33,792
(9%)
Average Speed of Answer (ASA) 00:00:33 00:00:39 00:01:03 00:00:40
Average Contact Time 00:13:17 00:23:18 00:48:56 00:21:42

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

2022 Performance Metrics

December 1, 2022 ⁠– December 30, 2022

  • Total Routed Contacts: 434,033
  • Offered Calls to the Veterans Crisis Line (VCL): 62,378

The 988 Lifeline data for December 2022, showed an increase in overall volume compared to December 2021. December 2022 includes contacts from the LGBTQ+ pilot.

The 988 Lifeline answered 172,164 more contacts (calls, chats and texts) and significantly improved how quickly contacts were answered.

The average speed to answer across all contacts decreased from 172 seconds to 44 seconds.

In December 2022 vs. December 2021, calls answered increased by 48%, chats answered increased by 263%, and texts answered increased by 1445%.

988 Lifeline Routed Network Contacts (Excludes VCL*): 371,655

  Calls Chats Texts Total
Routed* 241,555 70,616 59,484 371,655
Answered 210,880 
(87%)
67,853 
(96%)
58,718 
(99%)
337,451 
(91%)
Abandoned 30,675 
(13%)
2,763
(4%)
766
(1%)
34,204 
(9%)
Average Speed of Answer (ASA) 00:00:35 00:00:46 00:01:54 00:00:44
Average Contact Time 00:13:40 00:23:26 00:49:49 00:21:55

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

November 1, 2022 ⁠– November 30, 2022

  • Total Routed Contacts: 402,798
  • Offered Calls to the Veterans Crisis Line (VCL): 55,457

The 988 Lifeline data for November 2022, showed an increase in overall volume compared to November 2021. November 2022 includes contacts from the LGBTQ+ pilot.

The 988 Lifeline answered 154,585 more contacts (calls, chats and texts) and significantly improved how quickly contacts were answered.

The average speed to answer across all contacts decreased from 187 seconds to 36 seconds.

In November 2022 vs. November 2021, calls answered increased by 38%, chats answered increased by 289%, and texts answered increased by 1227%.

988 Lifeline Routed Network Contacts (Excludes VCL*): 347,341

  Calls Chats Texts Total
Routed** 222,285 72,134 52,922 347,341
Answered 195,083 
(88%)
70,525 
(98%)
52,337 
(99%)
317,945 
(92%)
Abandoned 27,202 
(12%)
1,609
(2%)
585
(1%)
29,396 
(8%)
Average Speed of Answer (ASA) 00:00:33 00:00:32 00:00:54 00:00:36
Average Contact Time 00:13:21 00:22:49 00:49:57 00:21:29

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

**Contacts that are routed to a center after the person listens to the call greeting or are sent to a counselor after answering a pre-chat or pre-text survey. A system update on September 22, 2022, improved Vibrant’s ability to see when calls abandon en route to the first center. As such, routed volume is somewhat lower than what was reported before September 2022. 

October 1, 2022 ⁠– October 31, 2022

  • Total Routed Contacts: 401,800
  • Offered Calls to the Veterans Crisis Line (VCL): 52,455

The 988 Lifeline data for October 2022, showed an increase in overall volume compared to October 2021.

The 988 Lifeline answered 141,032 more contacts (calls, chats and texts) and significantly improved how quickly contacts were answered.

The average speed to answer across all contacts decreased from 170 seconds to 36 seconds.

In October 2022 vs. October 2021, calls answered increased by 31%, chats answered increased by 234%, and texts answered increased by 1230%.

988 Lifeline Routed Network Contacts (Excludes VCL*): 349,345

  Calls Chats Texts Total
Routed** 230,928 68,425 49,992 349,345
Answered 200,190 
(87%)
67,603 
(99%)
49,566 
(99%)
317,188 
(91%)
Abandoned 30,909 
(13%)
822
(1%)
426
(1%)
32,157 
(9%)
Average Speed of Answer (ASA) 00:00:35 00:00:27 00:00:52 00:00:36
Average Contact Time 00:13:25 00:22:46 00:48:36 00:20:55

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

**Contacts that are routed to a center after the person listens to the call greeting or are sent to a counselor after answering a pre-chat or pre-text survey. A system update on September 22, 2022, improved Vibrant’s ability to see when calls abandon en route to the first center. As such, routed volume is somewhat lower than what was reported before September 2022. 

September 1, 2022 ⁠– September 30, 2022

  • Total Routed Contacts: 403,005
  • Offered Calls to the Veterans Crisis Line (VCL): 52,376

988 Lifeline Routed Network Contacts (Excludes VCL*): 350,629

  Calls Chats Texts Total
Routed 239,135** 66,128 45,366 350,629
Answered 200,826 (84%) 63,064 (95%) 45,031 (99%) 308,921 (88%)
Abandoned 38,309** (16%) 3,064 (5%) 335 (1%) 41,708 (12%)
Average Speed of Answer (ASA) 00:00:36 00:00:38 00:01:10 00:00:42
Average Contact Time 00:12:41 00:22:26 00:51:04 00:20:16

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

**Due to a systems upgrade, a subset of call data in this report is projected based on historical data.

August 1, 2022 ⁠– August 31, 2022

  • Total Contacts: 413,425
  • Offered Calls to the Veterans Crisis Line (VCL): 52,285

988 Lifeline Network Contacts (Excludes VCL*): 361,140

  Calls Chats Texts Total
Routed 256,398 64,115 40,627 361,140
Answered 216,184 (84%) 61,952 (97%) 39,912 (98%) 318,048 (88%)
Abandoned 40,214 (16%) 2,163 (3%) 715 (2%) 43,092 (12%)
Average Speed of Answer (ASA) 00:00:36 00:00:34 00:01:25 00:00:42
Average Contact Time 00:11:31 00:22:25 00:52:50 00:18:49

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

July 1, 2022 ⁠– July 31, 2022

  • Total Contacts: 406,993
  • Offered Calls to the Veterans Crisis Line (VCL): 52,368

988 Lifeline Network Contacts (Excludes VCL*): 354,625

  Calls Chats Texts Total
Routed 245,905 75,441 33,279 354,625
Answered 205,159
(83%)
62,129
(82%)
31,425
(94%)
298,713
(84%)
Abandoned 40,746
(17%)
13,312
(18%)
1,854
(6%)
55,912
(16%)
Average Speed of Answer (ASA) 00:00:39 00:01:36 00:05:37 00:01:33
Average Contact Time 00:11:60 00:22:06 00:49:57 00:18:05

*Additional detail concerning VCL calls is only available from the U.S. Department of Veterans Affairs (VA)

body

Lifeline Network-wide and State-based Monthly Reports Dating Back to July 2021

Table Definitions

Contact: A call, chat or text with the 988 Lifeline.

Routed: Contacts that are routed to a center after the person listens to the greeting (calls) or sent to a counselor after answering a pre-chat or pre-text survey (chat/text). A system update on September 22, 2022, improved Vibrant’s ability to see when calls abandon en route to the first center. As such, routed volume is somewhat lower than what was reported before September 2022.

Answered: Contacts that are connected to a center and then engaged by a counselor.

Abandoned: Contacts that disconnect after being routed to a center and before being engaged by a counselor. Disconnection may happen for a number of reasons, including but not limited to: the person seeking contact changes their mind about seeking care at that moment; the person no longer feels they have privacy or safety in their environment; or there is a random technical service interruption, which may occur due to internet instability, carrier glitches, etc.

Average Speed of Answer (ASA): The average time a contact takes to be answered after listening to the automated greeting (calls) or answering a pre-chat or pre-text survey (chat/text). As ASAs are by nature an “average,” the experience of those contacting the 988 Lifeline at different centers in different states or times of day may experience variations in individual wait times.

Avg Contact Time: The average amount of time counselors spend talking/chatting/texting to answered contacts. As this measure is an “average,” people contacting the Lifeline may have conversations that vary widely in contact time length, depending on their individual needs.

Last Updated
Last Updated: 04/24/2023
Last Updated