Contents

Letter 1
Background 4
988 Lifeline Routing Depends on Contact Method and Type of Service Sought 8
Overall Volume Increased from July 2022 through September 2025 While Answer Rate and Average Time to Answer Varied by Contact Method 15
SAMHSA Incorporated Selected Key Practices in Assessing the 988 Lifeline's Routing and Capacity 25
Selected States Reported Staffing and Other Challenges; States, the Network Administrator, and SAMHSA Took Actions to Support Capacity 28
Agency Comments 33

Appendix I 988 Lifeline Data Methodology 34

Appendix II Contact Volume, Answer Rates, and Average Time to Answer for the 988 Lifeline's Videophone Service 37

Appendix III Additional Information on Capacity Measures by 988 Lifeline Service Type 40

Appendix IV GAO Contact and Staff Acknowledgments 53