National Crisis and Support Hotlines: Contact Volume Increased and Operations Remained Relatively Consistent in 2025
Fast Facts
The federal government operates the following hotlines:
Health and Human Services' 988 Suicide & Crisis Lifeline provides 24/7 support to people in distress
HHS's National Maternal Mental Health Hotline provides emotional support to pregnant and postpartum women
Veterans Affairs' Veterans Crisis Line provides support to veterans, service members, and their families
In February 2025, the President issued an executive order aimed at reducing the size of the federal workforce. While HHS and VA reduced their staff, the hotlines' operations and services remained mostly consistent, with an increase in chats, texts, and calls.
Hand holding a mobile phone with the 988 Suicide & Crisis Lifeline on the screen.
Highlights
What GAO Found
The 988 Suicide & Crisis Lifeline provides free, confidential 24/7 support for anyone experiencing mental health distress, suicidal thoughts, or substance use crises. The National Maternal Mental Health Hotline provides free, confidential emotional support, resources, and referrals to pregnant and postpartum women experiencing mental health challenges. Both of these hotlines, within the Department of Health and Human Services (HHS), are operated by nonfederal entities—primarily by local crisis contact centers and a contractor, respectively—while the Substance Abuse and Mental Health Services Administration (SAMHSA) and Health Resources and Services Administration (HRSA) are responsible for oversight.
In addition, the Veterans Crisis Line offers specialized, confidential support to veterans, service members, and their families. The Department of Veterans Affairs (VA) operates the Veterans Crisis Line and employs its crisis responders.
Contact volume for the three hotlines generally increased throughout fiscal year 2025, based on available monthly agency data GAO reviewed. For example, for the 988 Suicide & Crisis Lifeline, volume increased for each contact method in FY 2025, with an overall increase of 23 percent compared to FY 2024 (see figure). In addition, trends and fluctuations in volume and performance metrics for the 988 Suicide & Crisis Lifeline and Veterans Crisis Line during fiscal year 2025 were generally similar to prior years, based on previous GAO reporting on these hotlines. Agency data also show that the federal agencies responsible for the three hotlines experienced some reductions of staff who oversee or operate the hotlines during fiscal year 2025. At the same time, selected stakeholders representing users of all three hotlines said that they experienced consistent services during the fiscal year.
988 Lifeline Contact Volume by Method, July 2022 Through September 2025
Why GAO Did This Study
In early 2025, HHS and VA announced plans to implement the President’s February 2025 executive order to reduce the size of the federal workforce.
GAO was asked for information on the operations and workforce of these three national crisis and support hotlines. This report describes what available monthly data covering fiscal year 2025 show for the hotlines, including data on staffing, contact metrics, and quality metrics.
GAO obtained and reviewed available fiscal year 2025 data from SAMHSA, HRSA, and VA, and compared these data to similar data from previous GAO reports, when available. GAO also interviewed agency officials and representatives of nine external stakeholders, selected for their experience with the hotlines.
For more information, contact Alyssa M. Hundrup at hundrupa@gao.gov.