National Crisis Hotlines See Increased Usage Amidst Federal Workforce Reductions

The U.S. Government Accountability Office (GAO) has reported an increase in contact volume for three key national crisis and support hotlines during fiscal year 2025, even as the federal agencies responsible for them implemented workforce reductions. The 988 Suicide & Crisis Lifeline, the National Maternal Mental Health Hotline, and the Veterans Crisis Line all experienced higher demand across various communication methods, including calls, chats, and texts. Despite reductions in federal oversight staff, the operational capacity and services provided by these essential support systems remained largely consistent for users.

The 988 Suicide & Crisis Lifeline, operated by the Department of Health and Human Services (HHS), offers free and confidential 24/7 support for individuals experiencing mental health distress, suicidal thoughts, or substance use crises. Similarly, HHS’s National Maternal Mental Health Hotline provides crucial emotional support, resources, and referrals to pregnant and postpartum women facing mental health challenges. These hotlines are primarily managed by nonfederal entities, with local crisis contact centers handling the 988 Lifeline and a contractor supporting the Maternal Mental Health Hotline, while HHS agencies like the Substance Abuse and Mental Health Services Administration (SAMHSA) and the Health Resources and Services Administration (HRSA) maintain oversight responsibilities. The Veterans Crisis Line, managed by the Department of Veterans Affairs (VA), offers specialized and confidential support tailored to veterans, active service members, and their families, with VA crisis responders directly employed by the department.

Available data from fiscal year 2025 indicates a general upward trend in contact volume for all three hotlines. The 988 Suicide & Crisis Lifeline, for instance, saw a significant 23 percent increase in overall volume compared to fiscal year 2024, with each contact method experiencing growth. The patterns and performance metrics observed for the 988 Lifeline and the Veterans Crisis Line during this period were generally consistent with trends identified in previous GAO reports. Concurrently, the federal agencies overseeing these services did experience some staff reductions among those involved in oversight or direct operations during fiscal year 2025. However, feedback from stakeholders representing users of all three hotlines suggested that the consistency of services was maintained throughout the year. These findings come in the context of an executive order issued in February 2025 by the President, which aimed to reduce the size of the federal workforce, leading to staff adjustments within HHS and VA.

The GAO’s study was initiated following announcements by HHS and VA in early 2025 regarding their plans to comply with the President’s executive order on federal workforce reduction. The report specifically examines the operational and workforce aspects of these three national crisis hotlines, providing insights into staffing levels, contact metrics, and quality indicators for fiscal year 2025. To compile this information, the GAO reviewed available monthly data from SAMHSA, HRSA, and VA, comparing it with data from prior GAO reports where applicable. The agency also conducted interviews with federal officials and representatives from nine external stakeholders who have experience with the hotlines. The public can access the full report, including an accessible PDF version, and find contact information for GAO officials involved in the study.

Article by Mel Anara, based upon information from the U.S. Government Accountability Office (GAO).

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