This page is used to share any timely updates regarding our programs, including policy changes to our 24/7 Helpline.
UPDATE: Verizon Issue Affecting 988 Voice Calls – June 25, 2025
As of this afternoon, June 25, 2025, all our services are back online. Thank you for your patience and understanding as we navigated this technical issue.
Verizon Issue Affecting 988 Voice Calls – June 25, 2025
Your mental health and safety are our top priority. As of this morning, June 25, 2025, we have become aware that individuals using Verizon as their mobile carrier may be unable to complete calls to the 988 Lifeline.
Verizon is actively working to resolve this issue and restore services as quickly as possible. We apologize for any inconvenience caused and appreciate your patience and understanding. We will share updates as they become available.
If you need immediate assistance, please reach out to Samaritans directly at 877-870-4673, text 988 directly, or chat online at chat.988lifeline.org. Youth under 24 can also text Hey Sam at 439-726. You are not alone.
Helpline Policy on Recordings – February 2025
Samaritans, Inc. values the confidentiality of all who use our services. As of February 6, 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.
Helpline Policy Update – December 2024
As of December 16, 2024, Samaritans, Inc. has updated policies on our 24/7 Helpline – part of the 988 Suicide & Crisis Lifeline – to align our safety planning protocol with best practices. When calling the Helpline, you may notice that we are asking new safety questions.
With these changes, we are also requiring Helpline call takers to complete additional training, so they are more prepared to offer support to callers in a range of situations.
With any change, it is understandable to feel surprised or uncertain. If you have questions or concerns about these changes, please call our business line at 617-536-2460 to share your feedback.
Helpline Georouting Update – September 2024
As of September 17, 2024, georouting has been implemented for certain calls to our 24/7 Helpline – part of the 988 Suicide & Crisis Lifeline.
The U.S. Department of Health and Human Services’ (HHS) Substance Abuse and Mental Health Services Administration (SAMHSA) and the 988 Network Administrator, Vibrant Emotional Health, have worked with two major U.S. wireless carriers to improve call routing to 988 so that callers on a cell phone can be connected more locally to centers that are better equipped to provide nearby resources and services.
Since then, the FCC has released a ruling that all carriers will be required to implement georouting for all 988 wireless calls over the next 2 years.
Due to these changes, Samaritans, Inc. will be able to better serve those in Massachusetts who are in need of emotional support.
Helpline Update – July 2022
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 United States, the 24/7 Helpline operated by Samaritans, Inc. answers calls to the three-digit number, 988. This new, shorter phone number will make 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.
Our 24/7 Helpline is available to provide emotional support, for any reason.
You are not alone.
