WATERBURY – Nine-one-one call-takers have begun connecting Vermonters directly to trained mental health counselors. The new statewide 911-to-988 protocol makes it possible for 911 call-takers to transfer appropriate calls to the 988 Suicide and Crisis Lifeline, the national three-digit number for mental health and suicide crises.
The Vermont Department of Mental Health, the Vermont Department of Public Safety, the Vermont Enhanced 911 Board and stakeholders from the first responder community developed the 911 to 988 transfer protocol collaboratively.
Now, 911 call-takers can quickly connect people experiencing a mental health crisis to 988. The call-taker stays on the line until a 988 counselor joins. Once connected, 988 counselors provide crisis support. They also develop safety plans and link callers to local resources or emergency services if needed. Before this change, all 911 calls involving mental health needs were handled by EMS and/or police.
The initiative began as a pilot at the Hartford and Westminster 911 call centers and has since expanded statewide. The first transfers under the new protocol happened in September.
