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Terms of Service

The following Terms of Service apply to the 988 Suicide & Crisis Lifeline (988 Lifeline) phone, text, chat, and videophone services. They have been developed by the Network Administrator of the 988 Lifeline, which is funded by the Substance Abuse and Mental Health Services Administration (SAMHSA).

If you need help because there is an immediate physical safety threat, please call 911 before connecting with the 988 Lifeline.

When you call, text, chat, or use the 988 ASL videophone service[1], you are agreeing to these Terms of Service (Terms). These Terms may change due to possible changes in practices, technology, and legal requirements. Any changes will become effective immediately. Each time you call, text, chat, or use the 988 ASL videophone service, you will be presented with a link to the current Terms. Please read these Terms and the 988 Lifeline Privacy Policy carefully.

These Terms apply to the 988 Suicide & Crisis Lifeline (988 Lifeline/988) call, text, chat, and ASL videophone services and are subject to change. They have been developed by the network administrator of the 988 Lifeline and are in accordance with a cooperative agreement with the U.S. Department of Health and Human Services, the Substance Abuse and Mental Health Services Administration (SAMHSA). They establish the rules and expectations regarding your interaction with the 988 Lifeline.

988 Lifeline Responsibilities

When you connect with the 988 Lifeline, the primary purpose of our 988 counselors is to provide emotional support to you if you are experiencing a mental health crisis. You do not need to have current suicidal thoughts to use the 988 Lifeline.

The goal of 988 Lifeline counselors is to understand your current situation, provide judgment-free support during your communication, plan for next steps, and offer additional resources that would be helpful and convenient for you. You do not have to accept any referrals or resources offered to you by the 988 Lifeline. Similarly, you do not have to accept any future support calls or offers for follow-up by a 988 Lifeline crisis contact center.

The one exception where you may not have a choice regarding receiving additional help is if the 988 Lifeline counselor assesses there is an immediate/urgent physical safety threat to yourself or another person(s) requiring a rapid in-person response. In these instances, the 988 Lifeline counselor may request 911 emergency response or mobile crisis services be sent to your location.

Limitations of the 988 Lifeline

The 988 Lifeline is not a healthcare provider or practitioner of mental healthcare treatment and is not a substitute for professional health care. The content of the 988 Lifeline website and any information provided by 988 Lifeline counselors is meant to provide you with information and perspective and should not be used for the diagnosis or treatment of any medical condition.

The 988 Lifeline cannot guarantee that the services provided will support you in the way that you need. We invite your feedback when your expectations have not been met through the 988 Contact Form.

Protection of Personal Information

We protect the confidentiality and security of your personal information according to the 988 Lifeline Privacy Policy and the 988 Lifeline Confidentiality FAQs. You are not required to provide personally identifiable information to receive support from the 988 Lifeline. Any personal information that you provide us directly or information that we collect indirectly via your use of the 988 Lifeline website, chat, text, ASL videophone, or phone call communications will be handled in accordance with these policies.

Website Content and Ownership

The 988 Network Administrator has purchased and owns most of the images and text on the 988 Lifeline website. To the extent that someone else owns any of the images, text, or other content on the website, that content has been licensed to the 988 Network Administrator for inclusion here.

If you think that any of the content on the 988 Lifeline website has been improperly included here because it belongs to you or for any reason, please let us know by contacting us.

Assumption of Risk

You assume all risks for use of this service.

The 988 Lifeline is not responsible for decisions you may make while contacting 988. The 988 Lifeline is also not responsible for any decisions you make after contacting the 988 Lifeline such as decisions about seeking professional care. This also includes decisions to change or stop treatments you are currently receiving.

Your Rights and Responsibilities

 Your rights while connecting with the 988 Lifeline include the following:

  • You do not have to provide your name, age/date of birth, sex, ethnicity, race, citizenship status, specific location, insurance information, or any other identifying information to receive 988 Lifeline crisis/emotional support services
    • You can voluntarily provide this information with appropriate consent to assist in connection to secondary resources and referrals (e.g., local resources such as mental health clinic, mobile crisis dispatch, etc.) that may help you with issues discussed in your contact with the 988 Lifeline.
    • 988 Lifeline services cannot be denied to you based on your decision on providing self-identifying information.
  • You have the right to:
    • Receive crisis counseling/emotional support during your interaction;
    • Have 988 Lifeline counselors adhere to the 988 Lifeline’s best practices;
    • Know that the primary purpose of your conversation with the 988 Lifeline is not an intake or screening for another service or program.
    • Know that you may not be refused service, be asked to call back later, told to call another line, or otherwise be screened out of an interaction for not having current thoughts of suicide.
  • You have the right to consent to or decline referrals to any secondary services that you might be offered during your contact with the 988 Lifeline. This includes enrollment in any short-term safety support calls and any formal follow-up programs with a 988 Lifeline crisis contact center.

When utilizing the 988 Lifeline services, you agree to:

  • Be respectful to the 988 Lifeline counselor supporting you. We understand that you may be experiencing strong emotions, and you are allowed to express your feelings (anger, sadness, grief, anxiety, etc.). 988 Lifeline counselors are here to support you and give you a non-judgmental space to have varied emotions. 988 Lifeline counselors will treat you with respect and expect to be treated with respect in return.

You may not abuse or disrupt the services. Specifically, you agree to:

  • Not spam the lines. This means generating multiple calls, chats, or texts with the intent to increase wait times or target specific crisis contact centers or seek specific 988 counselors.
  • Not intentionally harass 988 counselors or anyone else connected to the 988 Lifeline.
  • Not attempt to make in-real-life connections with 988 Lifeline counselors or other people connected to them (such as friends or relatives). This means you will not attempt to find a 988 Lifeline call counselor’s social media accounts, physical address, personal phone numbers, or other similar identifying information.
  • Not send or otherwise communicate sexually explicit content via text, chat, calls, or other private accounts.
  • Not threaten the 988 Lifeline counselor, the crisis contact center, the 988 Network Administrator, or anyone else connected to the 988 Lifeline. Threats of violence are taken seriously and may result in police or other law enforcement being contacted.
  • Not engage in “swatting” behavior. Swatting is the intentional sharing of another person’s address in an attempt to send police to their location, despite them not being at risk of harm to themselves or others.
  • Not share a 988 Lifeline counselor’s personal information on public platforms, such as social media. This includes their face, full name, location, workplace, etc. that may make it easier for others to find them.
  • Not record any portion of your call, text, chat, or ASL videophone conversation
  • Not share any portion of your call, text, chat, or ASL videophone conversation on any public/social media platform.

988 counselors will ask you to stop the above behaviors, and they have the right to disconnect from you if the behaviors continue.

Some of the above behaviors could violate criminal laws, e.g., wiretapping laws, depending on your location or the location of the 988 counselor. The 988 Lifeline takes these offenses seriously. If they continue after you’re asked to stop, the 988 Network Administrator or crisis contact centers may contact law enforcement.

988 Lifeline Fees

SAMHSA and the 988 Network Administrator do not charge anyone to contact the 988 Lifeline. You may, however, have some charges associated with your contact to the 988 Lifeline in certain circumstances:

  • Your phone bill, depending on your phone plan. It is free to call or text the 988 Lifeline, but if you do not have unlimited calls and texts, you may see a charge from your mobile phone service provider.
  • Emergency services and related care. If a 988 Lifeline crisis contact center contacts emergency services (like 911 or mobile crisis) as a result of your call, you may receive a bill. This could include charges for an ambulance, hospital stay, etc. You can read more about imminent risk and safety.
  • Outside referrals. If a 988 Lifeline counselor connects you to a resource or referral outside the 988 Lifeline and you use that service, you may receive a bill from that service. We recommend you ask about fees, insurance coverage options, etc. before using any services outside of the 988 Lifeline.
  • Medicaid or other insurance programs. You do not have to share any information, like your Social Security number, with the 988 Lifeline. A small number of 988 Lifeline contact centers submit claims to Medicaid or other types of health insurance and may ask you for your personal information in order for them to submit claims. If a center wants to submit a claim, they must explain to you why they need your identifying information or the identifying information about someone you are calling about. This may include a minor’s identifying information. If you provide such information, you, your parent or legal guardian, or the person you are calling about may receive a health insurance explanation of benefits for health services if the crisis contact center submits a claim to an insurance program.  You cannot be denied support for refusing to share yours or another person’s identifying information.
  • After contact care: 988 Lifeline counselors must be open and honest with you about any charges they know about when offering referrals. The only exception to this policy is when emergency services or mobile crisis services are contacted due to imminent safety concerns. This occurs when a situation involves an individual that could result in death or severe or permanent harm to you or someone you are calling about. For more information, please read more below about Imminent Risk and Safety.
  • Telecom Fees. Some states use telecom fees to support 988 services much like they do for 911. You may see a telecom fee on your cell phone bill, but this is not related to your individual contact with 988. This is a fee approved by your state that may appear monthly on your bill if applicable.

Imminent Risk and Safety

You have the right to expect that information about your contact with the 988 Lifeline will not be shared outside the 988 Lifeline without your consent. However, there are exceptions. We reserve the right to disclose personally identifiable information (PII) to authorities (such as 911, law enforcement, or urgent mental health services such as mobile crisis response teams) without your permission in certain circumstances, which may include:

  • Imminent risk of physical harm to yourself or others is present, or the situation warrants a rapid in-person response and cannot be de-escalated safely during the conversation;
  • A suicide attempt or overdose is in progress;
  • Physical symptoms that could be a medical emergency;
  • A minor or elder is being abused or neglected (according to their state’s laws); or
  • A threat is made to a 988 Lifeline crisis contact center; office; or affiliated individual that we believe needs to be investigated.

The personal information shared should be relevant to providing emergency intervention to a person in a life-threatening situation. Please see our Privacy Policy for more information.

Governing Law

These Terms are governed by and construed in accordance with the laws of the State of New York, excluding its conflicts of law rules, and the laws of the United States. All disputes regarding these Terms must be addressed in the United States Federal Courts located in the Southern District of New York or in a state court in New York County, New York.

Nondiscrimination Statement and Language Assistance

The 988 Network including the Network Administrator complies comply with applicable civil rights laws and do not discriminate on the basis of race, color, national origin, age, disability, religion, limited English proficiency, or sex. We do not exclude people from receiving any 988 Lifeline services or treat people differently because of race, color, national origin, age, disability, religion, or sex.

We will provide interpretation services for people whose primary language is not English at no cost to the individual and to explain how the services operate and how to reach the services if you wish. If you require these assistance services, please contact us by calling 988.

If you believe that we have failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, religion, or sex, you can file a grievance using the contact us form, by email to 988compliance@Vibrant.org or by phone or mail at:

 

Civil Rights Coordinator
Vibrant Emotional Health
80 Pine Street
New York, NY 10005
1-212-254-0333

You can file a grievance in person, by mail, or by email. If you need help filing a grievance, the Vibrant Civil Rights Coordinator above is available to help you.

You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf , or by contacting the office via mail or phone at:

U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, D.C 20201
1-800-368-1019, 800-537-7697 (TDD)

If you believe your privacy rights under the Health Insurance Portability and Accountability Act (HIPAA) have been violated, you may file a complaint with the U.S. Department of Health and Human Services, Office for Civil Rights. See: Filing a HIPAA Complaint | HHS.gov.

No warranties

All content on this website is provided to you on an “as is,” “as available” basis. The Network Administrator hereby disclaims all warranties of any kind, either express or implied, statutory or otherwise including but not limited to the implied warranties of merchantability, fitness for a particular purpose, and non-infringement. The Network Administrator makes no warranty as to the accuracy, completeness, currency, or reliability of any content available through this website.

The Network Administrator makes no representations or warranties that use of this website will be uninterrupted or error-free. You are responsible for taking all precautions necessary to ensure that any content you may obtain from this website is free of viruses and any other potentially destructive computer code.

Some states do not allow limitations on implied warranties, so one or more of the above limitations may not apply to you.

Limitation of Liability

The Network Administrator is not liable for actions taken (or not taken) by you or a third party. You agree to indemnify us and hold us harmless for damages arising out of your use of the 988 Lifeline. Without limiting the above, in no event is the Network Administrator liable for any special, incidental, consequential, or indirect damages. This means the 988 Lifeline Network Administrator, Vibrant Emotional Health, is not responsible for any costs, financial or otherwise, you may incur after contacting the 988 Lifeline.

 

IN NO EVENT SHALL VIBRANT/THE NETWORK ADMINISTRATOR BE LIABLE UNDER CONTRACT, TORT, STRICT LIABILITY, NEGLIGENCE, OR ANY OTHER LEGAL OR EQUITABLE THEORY WITH RESPECT TO THE 988 LIFELINE SERVICES OR THE WEBSITE CONTENT: (A) FOR ANY SPECIAL, INDIRECT, INCIDENTAL, PUNITIVE, EXEMPLARY, OR CONSEQUENTIAL DAMAGES OF ANY KIND WHATSOEVER OR FOR ANY SUBSTITUTE CRISIS SERVICES (HOWEVER ARISING); (B) FOR YOUR USE OR INABILITY TO USE OR RELIANCE ON THE 988 LIFELINE SERVICES OR ANY WEBSITE CONTENT; OR (C) STATEMENTS OR CONDUCT OF ANY THIRD PARTY ON OUR SERVICES. IN ADDITION, THE MAXIMUM LIABILITY OF VIBRANT TO YOU FOR ANY AND ALL DAMAGES, LOSSES, AND CAUSES OF ACTION ARISING OUT OF OR RELATING TO THE SERVICES IS LIMITED TO THE GREATER OF (I) THE AMOUNT PAID BY YOU FOR ACCESS TO OR USE OF THE 988 LIFELINE SERVICES, OR (II) ONE HUNDRED U.S. DOLLARS (USD $100.00).

YOU ACKNOWLEDGE AND AGREE THAT THE LIMITATIONS SET FORTH IN THIS SECTION ARE FUNDAMENTAL ELEMENTS OF THESE AGREEMENTS AND THAT THE SERVICES WOULD NOT BE PROVIDED TO YOU ABSENT THESE LIMITATIONS. YOU AGREE THAT THE LIMITATIONS OF LIABILITY IN THIS SECTION REPRESENTS A REASONABLE ALLOCATION OF RISK AND ARE A FUNDAMENTAL ELEMENT OF THE BASIS OF THE BARGAIN BETWEEN VIBRANT AND YOU.

SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO CERTAIN OF THE ABOVE LIMITATIONS AND EXCLUSIONS MAY NOT APPLY TO YOU IF YOU RESIDE IN ONE OF THOSE JURISDICTIONS. IF ANY PORTION OF THIS LIMITATION OF LIABILITY IS FOUND TO BE INVALID, LIABILITY IS LIMITED TO THE FULLEST EXTENT PERMITTED BY LAW.

Any claims against the Network Administrator arising in connection with your access to or use of the Services must be brought within one (1) year of the date of the event giving rise to that claim.

Vibrant Emotional Health
80 Pine Street, 19th Fl.
New York, NY 10005
1-212-254-0333
info@vibrant.org or Contact Us

Other rules about this site

In addition to the rules in these Terms, please read our Privacy Policy to learn how we protect and use information that we gather through this website.

Your obligations under this section and the sections called  “No warranties,” and “Limitation of Liability” will survive termination of these Terms.

If any provision of these Terms is found to be invalid by any court having competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these terms of use, which shall remain in full force and effect. No waiver of any of these terms of use shall be deemed a further or continuing waiver of such term or condition or any other term or condition.

If you violate these terms of use or the 988 Lifeline Privacy Policy in a way that causes harm to others, you agree to hold the Network Administrator harmless against any liability for that harm.

Learn more about your Privacy and Confidentiality.

Questions, comments, and notices

The Network Administrator may deliver communications to you by electronic mail, a general notice on this website, or by written communication delivered by first-class U.S. mail to your address on record with Vibrant Emotional Health. You may send a message to Vibrant Emotional Health by using our contact form.

Last Updated: August 2026