Samaritans 24/7 Helpline FAQ

As of July 16, 2022, Samaritans, Inc. is a crisis center for the 988 Suicide & Crisis Lifeline. As one of more than 200 crisis centers around the U.S., the 24/7 Helpline operated by Samaritans, Inc. answers calls to the three-digit number, 988. This new, shorter phone number makes it easier for people to remember and access mental health crisis services.

We also continue to answer calls and texts to our legacy phone lines, including 1-877-870-4673. When you call or text this number, you will directly reach Samaritans. Calls are handled the same regardless of which phone number you call.

Our 24/7 Helpline is available to provide emotional support, for any reason.

You are not alone.

Everyone is welcome to call our Helpline regardless of race, ethnicity, age, gender, religion, sexual orientation, gender identity, gender expression, disability, economic status, immigration status, and other diverse backgrounds.

All Samaritans call and text takers are trained staff and volunteers who provide supportive, nonjudgmental listening. We do not use AI to answer calls or texts. When you call, you will first hear a recorded message with service selection options. Then, you will get connected to a trained individual who will provide compassionate support and understanding.

1. When you call 988, you’ll hear a message that gives you service selection options. Listen to the pre-recorded 988 message (mp3).
   a. Press 1 to be connected to the Veterans Crisis Line.
   b. Press 2 for Spanish-speaking.
   c. Press 0 or stay on the line to talk to a trained individual providing support.
2. If you press 1, 2, or 3, you will be connected to a call center specializing in that population. You will not be connected to Samaritans. Read more about what to expect when you call, text, or chat the 988 Lifeline.
3. If you are connected to Samaritans through 988, or if you call our legacy phone line (1-877-870-4673), you will hear a pre-recorded message that your call will be recorded for quality assurance and training purposes. You will hear some music while you get connected with our team member.
4. Our team member will ask your name, but you don’t have to share any information you don’t want.
5. Our team member will ask whether you are thinking about suicide, and whether you have hurt yourself. Regardless of your answer, they will listen, ask about what you are going through, provide support, and share resources.
6. We will not give advice or try to “fix” anything. We simply want to listen and support you in whatever feelings you want to share.

This resource on 988 Information for the Autism Community provides more helpful details about contacting 988.

As of September 17, 2024, georouting has been implemented for certain calls to our 24/7 Helpline – part of the 988 Suicide & Crisis Lifeline.

Georouting means that certain carriers (T-Mobile, Verizon, and AT&T) will route calls to the nearest 988 crisis center based on your location. Calls that originate in Suffolk and Hampshire County will be georouted to Samaritans. If you have a different cell carrier, you will be routed to a center based on the area code of your phone number, not your physical location.

Samaritans will also continue answering calls and texts to our legacy phone lines. You can reach us directly by calling or texting 1-877-870-4673.

When you tell a Samaritans team member that you’re having thoughts of suicide, we will work with you to understand your situation and keep you safe. We will ask questions to better understand your current mental and physical state, such as whether you are feeling suicidal today or the past few days, if you have a plan, access to means, or a timeframe. We will also ask if you have taken any action to harm yourself, with or without suicidal intent. This helps us determine the best way to support you.

For anyone experiencing thoughts of suicide or self-harm, we will offer to create a safety plan with you. This is a collaborative process that may include exploring coping strategies that have worked for you in the past, identifying safe environments and people, and discussing ways to limit access to lethal means. We can also offer a follow-up call to check in on your wellbeing.

At Samaritans, we will try every possible intervention, including offering to create a safety plan with a caller prior to calling 911. It is rare (less than 10% of our calls and texts) that we engage 911. A call to 911 is only used for callers who are deemed to be at imminent risk of ending their life. Police will be sent with Emergency Medical Services (EMS).

Samaritans, Inc. values the confidentiality of all who use our services.

As of February 16, 2025, calls and texts to our crisis services, including our 24/7 Helpline, may be recorded for quality assurance and training purposes. Recordings and transcripts will not be shared with outside parties unless required by law.

All information relating to a person who reaches out for help is confidential to Samaritans. In certain cases, we may share information if one of the following occurs:

• We have informed consent from the person to pass on information;
• A person appears to be at imminent risk of death, and we have exhausted all efforts to collaboratively secure their safety;
• We receive a court order requiring us to divulge information;
• We are told information about acts of terrorism or bomb threat;
• A person attacks or threatens volunteers or others; or
• A person deliberately prevents the service from being delivered to other callers.

While Samaritans maintains confidentiality, even after the death of a caller, our contact information may appear on the invoice provided by your mobile service provider. We collect phone numbers for all calls coming into 988 and our legacy lines.

If you are looking for clinical help in Massachusetts, we can connect you with the Massachusetts Behavioral Health Help Line. They can provide free and confidential guidance with no health insurance required. You can also call them directly at 833-773-2445.

If you are located outside Massachusetts, we will connect you with your local 988 center, which can provide local resources.

Yes. You can call us for any reason. Whether you are feeling down, worried about someone else, or suicidal, we’re here to listen. It’s a misconception that our Helpline is only for people feeling suicidal or in crisis. Though many users of our Helpline reach out when they’re feeling sad or upset, many folks contact us because they need someone to talk to or feel they have nowhere else to turn.

Yes. If you’re concerned that someone you care about may be suicidal, our Helpline team can help you think through strategies for how to best support them. We have additional resources on our website about suicide risk factors, warning signs, and how to support someone who is struggling.

You can also offer to call the Helpline together to figure out a safety plan.

If you are located outside the U.S., there are multiple ways to get support:

• Search Befrienders Worldwide to find a call center near you.
• Individuals located outside the U.S. can call our legacy phone line (1-877-870-4673) at the rate of your regular phone provider. However, we may not be able to provide you with resources local to you.
• You can contact the Crisis Text Line through WhatsApp by messaging 443-SUP-PORT or chat online.
• You can text the THRIVE Lifeline from anywhere. Text “THRIVE” to +1.313.662.8209, 24/7.

Our Helpline is open 24/7 for everyone, including people without legal documents.

• Your call is confidential (private).
• If you tell us your immigration status, we will NOT share it with the government.
• We can provide translation in more than 240 languages.

If you feel afraid of deportation or immigration problems for yourself or your family, we are here to listen. We will give emotional support with kindness and without judgment. You deserve care and compassion, no matter your immigration status.

We rarely call 911 (less than 10% of the time). We only call if there is a life-threatening emergency. Even then, we do not report immigration status.

Call or text 988 for support.

Or, call the Samaritans Helpline at 877-870-4673.

You are not alone.

In efforts to best serve our community, our 24/7 Helpline is available in more than 240 different languages with the aid of a tele-interpreter service. If you are struggling, worried about a loved one, or in need of compassionate support, call 988. We are ready to listen to you. When your call is answered, please say that you would like to speak to someone in your preferred language.

Full List of Languages Offered (Audio Only)

Spanish speakers can call 988 and press 2. This will not connect you with Samaritans, but with another call center that takes calls specifically in Spanish.

The Samaritans Helpline is available to people of any age, including those under 18. We also offer Hey Sam, our mental health textline for people up to 24 years old. It is designed for and staffed by young people, free, confidential, and nonjudgmental. Text: 439-726, 9AM-12AM (Midnight) ET

The Samaritans Helpline is here for everyone. We value the safety and confidentiality of all who use our services.
When you reach the Samaritans Helpline, our team member will ask you questions such as your name, why you are reaching out, and your physical and mental state. You are free to share as much or as little as you want

If you are not ready to talk or text with someone, you can find more resources on our website.

Through our work, we know that peer support can be one of the most helpful forms of connection. If you are looking for peer support from someone who has experienced something similar to you, you may want to reach out to one of these community-specific centers.

Peer Support & Community-Specific Lines

Note: Samaritans policies do not apply to the centers listed below. It is always a good idea to review an organization’s specific policies before disclosing personal information.

Call BlackLine

The purpose of the BlackLine is to provide people with an anonymous and confidential avenue to report negative, physical, and inappropriate contact with police and vigilantes. BlackLine can also provide immediate crisis counseling to those who call upset, need to talk with someone immediately, or are in distress. All calls remain private and will never be shared with law enforcement or state agencies of any kind.

Call or text 1-800-604-5841, Monday-Friday, 6am-8pm; Saturday-Sunday, 5pm-9pm ET. U.S. only.

Fireside Project Psychedelic Support Line
Support line providing emotional support during and after psychedelic experiences.

Call or text 623-473-7433, 2pm – 2am ET. U.S. only.

Hey Sam

Hey Sam is a mental health support textline for people up to 24 years old. Get connected with a trained young person for free, confidential, and nonjudgmental support. Hey Sam is a program of Samaritans.

Text 439-726, 9am – 12am (midnight) ET. U.S. only.

Project LETS Psychiatric Incarceration Rapid Response Line

Urgent support with psychiatric incarceration and involuntary hospitalization in the United States.

Text 401-400-2905 or leave a voicemail, Monday-Saturday, 10am-4pm EST. U.S. only.

THRIVE Lifeline

Judgment-free, confidential text-based support for mental health and/or identity, by and for multiply marginalized individuals. THRIVE Lifeline does not call emergency services for people without their consent.

Text “THRIVE” to +1-313-662-8209, 27/4. Available anywhere.

Trans Lifeline

Peer support and crisis hotline for the trans community. Trans Lifeline is fully anonymous and fully confidential, and will not call emergency services or law enforcement without your explicit request.

Call 877-565-8860, Monday-Friday, 1pm-9pm ET. U.S. only.

Trevor Project

24/7 support for LGBTQ+ young people. In very specific instances of abuse or a clear concern of an in-progress or imminent suicide, Trevor counselors may need to contact a child welfare agency or emergency service.

Text “START” to 678-678, call 1-866-488-7386, or chat online at chat.trvr.org, 24/7. U.S. only.

Wildflower Alliance Peer Support Line

Contact a trained peer supporter who has their own first-hand experience with psychiatric diagnosis, trauma, addiction, and/or other interrupting challenges. This line does not collect personal information, perform assessment, or call crisis or the police.

Call 888-407-4515, Monday-Thursday, 7pm-8pm ET; Friday-Saturday, 7pm-10pm ET. Available anywhere.