988 Approved for US National Suicide Prevention Hotline – Mandatory 10-Digit Local Dialing Required for all US Area Codes

The Federal Communications Commission recently adopted 988 as a new number to connect callers to the National Suicide Prevention and Mental Health Crisis Lifeline in the United States. As required, starting July 16, 2022, Twilio will transmit 988 calls to the National Suicide Prevention Lifeline, presently 1-800-273-8255 (TALK). Until July 16, 2022, though, consumers must continue to dial 1-800-273-TALK to reach the Lifeline

In order for 988 to work, all providers will implement mandatory 10-digit local dialing nationwide. Twilio voice products have always supported mandatory 10-digit dialing nationwide and will continue to do so. Non-Twilio providers that allow 7-digit dialing in an area code listed below must mandate 10-digit dialing going forward.

Questions around 988 implementation

Below we include some FAQs, but please let us know if you have other questions. You can find contact information at the end of the post.

What are the dialing procedures?

Because Twilio already supports and requires 10-digit dialing (in E.164 format), there should be no change to your dialing practices. To complete calls, you or your customer will continue to dial the area code + telephone number. Beginning July 16, 2022, callers can dial 988 and Twilio will ensure that your call is routed to the national suicide prevention lifeline.

Who will be affected?

Anyone with a telephone number from the listed area codes will need to change from 7-digit local dialing to 10-digit local dialing. If you are a Twilio customer, you are already required to use 10-digit dialing and nothing will change.

When will the change begin?

Beginning April 24, 2021, callers should begin dialing 10 digits (area code + telephone number) for all local calls. If you forget and dial just 7 digits, your call will still be completed until October 2021.

Beginning October 24, 2021, callers must dial 10 digits (area code + telephone number) for all local calls. On and after this date, local calls dialed with only 7 digits may not be completed, and a recording will inform you that your call cannot be completed as dialed.  You must hang up and dial again using the 10-digit number.

Beginning July 16, 2022, dialing “988” will route your or your customer’s calls to National Suicide Prevention and Mental Health Crisis Lifeline.

What will you need to do?

If you are a Twilio customer, 10-digit dialing is already required and your dialing practices should remain the same. No additional steps are required.

Anyone with a telephone number from the listed area codes will need to make this change from 7-digit local dialing to 10-digit local dialing. These callers should also ensure that all services, automatic dialing equipment, or other types of equipment programmed to complete calls to 7-digit local numbers will be reprogrammed to complete calls to 10-digit numbers.

Some examples of equipment that may be programmed to dial 7 digits include life safety systems or medical monitoring devices, PBXs, fax machines, Internet dial-up numbers, fire or burglar alarms, security systems or gates, speed dialers, mobile or other wireless phone contact lists, call forwarding settings, voicemail services and other similar functions. Also be sure to check your website, personal and business stationery, advertising materials, personal and business checks, contact information, your personal or pet ID tags, and other such items to ensure the area code is included.

What will remain the same?

• Twilio customers will continue to use 10-digit dialing nationwide, which is Twilio’s current dialing practice.
• Your telephone number, including current area code, will not change.
• The price of a call, coverage area, or other rates and services will not change as a result of the dialing change.
• All  local calls will remain local calls regardless of the number of digits dialed.
• You will continue to dial 1+ area code + telephone number for all long distance calls.
• You can still dial just three digits to reach 911 (emergency services).
• Any 211, 311, 411, 511, 611, or 811 services available in your community can still be reached by dialing their three-digit codes.
• The National Suicide Prevention Lifeline can still be reached by dialing 1-800-273-TALK (8255).

Who may you contact with questions?

If you have any questions regarding information provided in this notice, please contact Lauren King at lking [at] twilio.com. You can also visit the FCC website at https://www.fcc.gov/suicide-prevention-hotline.