Answering the call: What it's like working at the 988 suicide crisis hotline

WARNING: This story contains mentions of suicide. 

Canada's new 24/7 suicide prevention hotline has had a big impact since launching just over eight months ago — and for one local crisis responder, assisting others has helped her process the death of her own loved one. 

Within the first five months of 2024 alone, the 988 hotline received approximately 180,000 calls and texts from people in crisis.

Nika Khossravi, a crisis responder based in Ottawa, spoke to CBC Ottawa's All In A Day last week about her involvement with the hotline.

"I lost one of my greatest friends to suicide last year," Khossravi said.

"It took a huge toll on my community and myself, and it caused me to do a lot of self-reflection. I didn't have the skills and tools to talk to my friends about suicide, and that really needed to change." 

I didn't have the skills and tools to talk to my friends about suicide, and that really needed to change.- Nika Khossravi

Khossravi started off volunteering with the Distress Centre of Ottawa, where she received training and completed over 200 hours of service on their hotline.

"I decided I need more than this, and I branched off to 988, where I'm now able to help people thinking about suicide all over the country," she said. 

8:15What it is like to pick up the phone at a suicide crisis helpline

Nika Khossravi tells All In A Day what it is like to work as a crisis responder for the suicide crisis helpline 9-8-8 and how the experience has changed her life.

Training for the job

Khossravi told All In A Day about the training she received at the Distress Centre of Ottawa, which included a two-day applied suicide intervention skills training program.

As part of that training, Khossravi was taught how to recognize invitations for help, how to ask directly about suicide and how to connect people to further support and resources.

The training was "amazing for talking through suicide," she said.

"The first step is recognizing when someone is giving you those invitations to talk about suicide," she said.

"Having that confidence to ask them, 'Are you thinking about suicide?' can unveil so much for them, and they can just start talking to you about it."

Demand and support system for responders

The support system for responders at 988 includes "escalation specialists," Khossravi said, who assist when calls require more than a phone response.

"They're also there when the phone call isn't enough, like when we need to get 911 involved," Khossravi said.

The 988 service is federally funded and available in English and French to all Canadians. Calls and texts to 988 are directed to a network of partners in communities across the country offering suicide prevention services such as counselling.

When someone calls 988, they first hear a greeting notifying them they've reached the suicide prevention line and are asked which official language they wish to use.

A privacy message follows with a link to more information. Children, teens, and Indigenous people can choose to access services specifically geared to them.

If you or someone you know is struggling, here's where to get help:

• Canada's Suicide Crisis Helpline: Call or text 988.

• Kids Help Phone: 1-800-668-6868. Text 686868. Live chat counselling on the website.

• Canadian Association for Suicide Prevention: Find a 24-hour crisis centre.

• This guide from the Centre for Addiction and Mental Health outlines how to talk about suicide with someone you're worried about.