People, including healthcare providers, have experienced confusion in deciding whether 988 or 911 is appropriate across a range of situations. Understanding the differences between 988 and 911 and being able to communicate these differences to people in ways that address their needs and concerns and respect their desired outcomes can help support effective crisis management.
This practical guide encourages and supports healthcare providers to integrate crisis care discussions into routine practice. Through intentional, informative conversations about crisis care and the appropriate use of 988 and 911, providers can assess people more holistically and educate them and their trusted networks about available crisis care options.
To support these conversations in daily practice, this guide provides practical steps and real-world scenarios. Both are grounded in research emphasizing the importance of early intervention and clear communication in improving crisis outcomes and reducing reliance on emergency response systems. The guide includes sample crisis intervention scripts, grounding exercises, and deep breathing techniques to support crisis de-escalation.
