Vermont 911 now connects callers to 988 for mental health support
October 24, 2025 | By Waterbury Roundabout
Across Vermont, 911 operators have begun connecting Vermonters directly to trained mental health counselors under a new 911-to-988 protocol.
The effort makes it easy for 911 call-takers to transfer calls to the 988 Suicide and Crisis Lifeline, a national emergency line for health and suicide crises.
The Vermont Department of Mental Health, the Vermont Department of Public Safety, the Vermont Enhanced 911 Board and the first responder community developed the new protocol.
The 911 operator is able to connect a caller experiencing a mental health crisis with a counselor at 988. The initial call-taker stays on the line until the 988 counselor joins. The counselors can provide support, develop safety plans and link callers to local resources or emergency services if needed.
Before this change, all 911 calls involving mental health needs were handled by EMS and/or police.
“We want 988 to be as well-known and trusted as 911 for anyone in need of mental health support,” said Department of Mental Health Commissioner Emily Hawes. “When emergency and mental health responders work together, Vermonters in crisis can reach the right help without unnecessary hurdles.”
The new protocol began in September as a pilot at the Hartford and Westminster 911 call centers and has expanded statewide.
Deputy Commissioner of the Department of Public Safety Daniel Batsie said that “988 adds another tool to our toolbox, helping us match the right response to the person who needs it.”
Having 988 available for mental health calls also allows 911 call-takers to focus on medical and public safety emergencies, explained Barb Neal, executive director of the Vermont Enhanced 911 Board.
The agencies involved said they will review call transfer data going forward to assess and revise the protocol as needed.
Suicide is preventable, and help is available. If you or someone you know is thinking about suicide, you can call or text 988 to reach the 988 Suicide and Crisis Lifeline, to be connected with a trained crisis counselor. To get help, give help, and join Vermont's suicide prevention efforts, visit FacingSuicideVT.com.