Texas Suicide and Crisis Lifeline is struggling with a $7 million deficit

BRYAN, Texas (KBTX) – Between January and August of last year in Texas, more than 20,000 988 callers hung up on delays as call centers grappled with a $7 million shortfall.

Since its launch in 2022, the Texas 988 Suicide and Crisis Lifeline has received more than 380,000 calls, the second highest in the nation. With limited funding and staffing shortages, the system is beginning to feel the brunt of demand.

“Having a sustainable resource is quite important so that people can get the benefits they need exactly when they need them.” Brazos Valley United Way – said CEO and President Peggi Ondrasek. “When it comes to suicide counseling, they really need that person right away.”

Less than 85% of calls in Texas are answered within the state, and because callers are routed through state lines, many people hang up before reaching a crisis counselor. Because Texas has only five call centers and fewer than 200 employees, supporters say state funding is necessary for Texas to grow and handle the growing call volume.

For comparison, there are 13 call centers in Florida.

“We need more call centers in Texas. Five is not enough. Texas is too big to have just five call centers.” Brazos Valley Coalition for Suicide Prevention said President Doug Vance.

According to the Mental Health Alliance, the projected cost to operate the call center in 2023 was $21 million, but the state allocated only $14 million in fiscal year 2024.

“The last thing someone struggling with mental health issues wants is for them to call this line, port their number if necessary, or, God forbid, have their call disconnected or put on hold for a long period of time,” Vance said. “We need more call centers in Texas, and that takes more money.”

Due to the upcoming session of the state legislature on January 14, Senator José Menéndez D-San Antoniosubmitted Senate Bill No. 188proposing a statewide surcharge on cell phone bills to help close the funding gap. It would allow call centers to expand staff, increase counselors’ pay and ensure the technology is always available to those in need if it makes its way to a state office.

“Supporting our infrastructure is really important, and mental health is one of the things that needs more support in the state of Texas,” Ondrasek said. “There is a greater need for people to be able to talk to someone or discuss a problem before it escalates and becomes something more.”