Support in Seconds: T-Mobile Customers Can Now Text 988 to Get Quick, Free Access to Mental Health Services
July 18 2022 - 10:03AM
Business Wire
The Un-carrier launched 988 calling in 2020 and
now offers its customers another fast way to connect to the 988
Suicide & Crisis Lifeline for support
What’s the news: Since November 2020, T-Mobile customers
have been able to use three digits — 988 — to call for free access
to mental health services from professionally trained counselors at
the National Suicide Prevention Hotline, now the 988 Suicide &
Crisis Lifeline. Now they can text for that same critical support,
too.
Why it matters: On average, it takes just four seconds to
send a text message — and seconds count when mental health services
are needed. Studies show that those who reached out to the National
Suicide Prevention Lifeline were significantly more likely to feel
less depressed, less suicidal, less overwhelmed and more hopeful
after speaking with a counselor. This service removes barriers to
accessing help.
Who it’s for: Any T-Mobile, Sprint, Metro by T-Mobile and
Assurance Wireless customer who needs real-time access to mental
health counseling and suicide prevention services.
T-Mobile (NASDAQ: TMUS) today announced that beginning on
Saturday, July 16, 2022, its customers who may need immediate
mental health support now have another way to get help — fast. Any
T-Mobile, Sprint, Metro by T-Mobile and Assurance Wireless
customers who text 988 will connect to a professionally trained
crisis counselor 24/7/365, for free, at one of over 200 nationwide
988 Suicide & Crisis Lifeline centers. This new option follows
T-Mobile’s industry-leading launch of 988 calling in November 2020,
nearly 20 months before the July 16, 2022, national rollout
deadline for all providers set by the Federal Communications
Commission (FCC).
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Since November 2020, T-Mobile customers
have been able to use three digits — 988 — to call for free access
to mental health services from professionally trained counselors at
the National Suicide Prevention Hotline, now the 988 Suicide &
Crisis Lifeline. Now they can text for that same critical support,
too. (Photo: Business Wire)
Opening up 988 calling and texting nationally comes as U.S.
adults are reporting unprecedented levels of stress from the
COVID-19 pandemic, increases in global unrest and economic
concerns. At the same time, recent research has shown that while
telephone conversations with a live person were the most desirable
form of communication two years ago, now, with options like
telehealth more widely accepted and used, people’s interest in
making phone calls to their health providers declined after the
pandemic. Those surveyed cite texting as a more accessible
alternative. And accessibility is important in crisis situations.
According to the Lifeline, those who connect with a counselor in a
time of need were significantly more likely to feel less depressed,
less suicidal, less overwhelmed and more hopeful. Moreover,
according to the latest CDC annual data, suicide rates in the U.S.
on average are much higher for veterans, LGBTQ+ youth and minority
populations.
“T-Mobile was proud to have been the wireless leader in
launching 988 calling in late 2020, and we are proud that 988
texting is now also available to help further ensure there are no
boundaries for people to get easy and safe access to critical,
real-time mental health services,” said T-Mobile CEO Mike Sievert.
“The simple act of instilling hope through a call or text can
potentially help save lives, and we laud the FCC for their efforts
to guide the wireless industry on this important, people-first
effort.”
Prior to the launch of 988 calling, T-Mobile undertook
comprehensive steps to ensure its nationwide network was ready to
route to the 10-digit (1-800-273-8255) Lifeline number. This
included updating its billing system to ensure customers would not
be charged for calling the new dialing code and creating a
bounce-back message for anyone texting 988 that provided guidance
to call 988 for support. Prior to the launch of 988 texting,
T-Mobile worked to make sure texts would go directly to the
Lifeline without first being translated to Lifeline’s existing
1-800 number. This solution, which became shared across providers
and industry partners, means that anyone texting 988 will receive a
text back from 988 as expected and not from a different,
unrecognizable number.
For more information on the 988 Suicide & Crisis Lifeline,
visit https://www.samhsa.gov/find-help/988.
Anyone who needs help can find it by calling the National
Suicide Prevention Lifeline at 1-800-273-8255 (1-800-273-TALK) and
through online chats. Veterans and service members may reach the
Veterans Crisis Line by pressing 1 after dialing, as well as by
chatting online at www.veteranscrisisline.net or texting
838255.
About T-Mobile
T-Mobile US, Inc. (NASDAQ: TMUS) is America’s supercharged
Un-carrier, delivering an advanced 4G LTE and transformative
nationwide 5G network that will offer reliable connectivity for
all. T-Mobile’s customers benefit from its unmatched combination of
value and quality, unwavering obsession with offering them the best
possible service experience and undisputable drive for disruption
that creates competition and innovation in wireless and beyond.
Based in Bellevue, Wash., T-Mobile provides services through its
subsidiaries and operates its flagship brands, T-Mobile, Metro by
T-Mobile and Sprint. For more information please visit:
https://www.t-mobile.com.
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