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988 Lifeline Performance Metrics

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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

    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.

Past Performance Metrics

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)

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).

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

Abandoned: Contacts that disconnect prior to 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: 12/01/2022