Blue Cross and Blue Shield of North Carolina’s (Blue Cross NC) Behavioral Health Department is sharing an important update from the Substance Abuse and Mental Health Services Administration (SAMHSA) regarding 988 and 911 guidelines.

Knowing the difference between 988 and 911 can improve outcomes, but confusion remains among some healthcare professionals. To decrease widespread confusion, SAMHSA has published a new guide titled "Advising People on Using 988 Versus 911: Practical Approaches for Healthcare Providers." This guide aims to assist healthcare providers in understanding and communicating the differences between the 988 and 911 services to their patients. 

The guide emphasizes the importance of explaining to patients how, when, and why to use 988 versus 911, which can significantly improve patient outcomes and enhance crisis management. It encourages primary care, behavioral health, and emergency medical services (EMS) providers to incorporate crisis care discussions into their routine practice.¹ By clarifying the distinctions between these services for different types of crises, providers can ensure that individuals receive specialized care tailored to their specific situations, thus delivering the right care at the right time from the appropriate professional. 

According to SAMHSA's guidance, the 988 service is dedicated to behavioral health crises, offering crisis counseling and emotional de-escalation. In contrast, the 911 service is designed to address physical dangers requiring police, fire, or EMS intervention¹.

Healthcare providers are encouraged to review this new guide to better support their patients and improve crisis response outcomes: Advising People on Using 988 Versus 911: Practical Approaches for Healthcare Providers | SAMHSA Publications and Digital Products.