Reaching the right help: After 988 lifeline went live, OKCPD responded to fewer mental health calls

In its first year, Oklahoma's 988 Mental Health Lifeline received nearly 40,000 phone calls from or on behalf of people in need of mental health or substance use assistance. Calls have steadily increased as word has spread about the helpline, which replaced the National Suicide Prevention Lifeline in Oklahoma and is open to more than just those who are thinking about harming themselves.

"We knew that there was going to be a huge need, but this has surpassed that," said Bonnie Campo, senior director of Public Relations for the Oklahoma Department of Mental Health and Substance Abuse Services.

In some states, 988 is a shortcut to reach the National Suicide Prevention Lifeline. In Oklahoma, calls are answered by an in-state crisis call center run by Solari Crisis and Human Services to address and de-escalate mental health crises in the moment.

Calling 988 is for all Oklahomans, not just those thinking about suicide

In addition to being a 10-digit and harder-to-remember phone number, the previous national suicide lifeline specifically targeted those who are dealing with suicidal or self-harm thoughts.

Some states who have launched their own 988 call centers have continued that focus, but that's where Oklahoma is different, Campo said.

"We wanted to help people no matter where they were at ahead of crisis," Campo said. "So we made the intentional decision to (call it) the mental health lifeline so that there's not a barrier on who thinks they should call."

Most people using 988 are living in the Oklahoma City or Tulsa areas, but Campo said the department is hoping to reach more rural Oklahomans, as well.

One targeted ad campaign for rural Oklahomans included the slogan "Even Cowboys Cry." But with that reach, Campo said more resources must come online.

"When people realize resources are available to them, we see an increased need," she said.

OKC police attribute decrease in mental health calls to 988

In 2022, the Oklahoma City Police Department saw a 12.4% decrease in mental health calls, which Chief Wade Gourley attributed partially to 988.

Gourley added that the state Legislature has helped the situation by changing a law that limited mental health emergency transports to only be done by police officers. Now, the Department of Mental Health has funds to do those transports themselves, freeing up police officers.

"One type of call that we would get a lot is, 'My family member is off his medication and struggling right now and I can't make him take it and I need help,'" Gourley said. "It's not really a police deal, that's more of a social worker or mental health worker. So 988 can handle those types of calls a lot (better) than sending a police officer out there."

OKC police responded to 18,708 mental health calls in 2022. Only 1% ended in an arrest or transport to the public inebriate alternative to jail.

Oklahoma City police also have partnered with NorthCare through its Champions program, which provides the opportunity for the Champions mobile crisis team to respond in conjunction with police and take over a call when it's deemed safe.

The Champions team brings a licensed therapist, case manager and other resources directly to the person in need, and can also respond to 988 requests for a mobile crisis team.

How the state is getting the word out about 988

The department has been running a vigorous awareness campaign for 988, seen on billboards and digital advertisements. In rural areas without billboards, Campo said gas pumps have been a good placement for advertising.

It will take a person seeing an ad for 988 several times before they get the courage to take any action, Campo said, especially with this being such a new concept. The department expects calls to continue increasing as awareness grows.

More: What Kristin Chenoweth is doing in a Super Bowl ad for Oklahoma's 988 hotline

There was even a Super Bowl PSA featuring Kristin Chenoweth personifying a family man's mental health issues, from singing out his anxieties to leaping on his back to make his depressive thoughts seem heavier. The commercial slogan was "Get your burden off your back."

"It was the visualization of 'What is the 100-pound weight hanging around your neck that you wish you could be rid of,'" Campo said. "When she poofed at the end of the commercial, it's saying you don't have to have a Kristen Chenoweth dragging you down, you can call 988."

How did 988's first year go in Oklahoma?

Calls to 988 in Oklahoma are answered, on average, in 10 seconds.

About 90% of calls are resolved over the phone, but sometimes a mobile crisis team or a police officer trained for mental health crisis intervention will respond to the caller in person. Of those, only 3 in 10 result in transportation to a mental health urgent care and crisis center, Campo said.

The two most common reasons Oklahomans have called 988 in the last month, according to the live dashboard, is to coordinate care and for self-harm and suicidal thoughts.

"Most people just want to know how can I take care of myself and prevent crisis from happening," Campo said.

Oklahoma's 988 call center is run by Solari, which also runs the 988 call center for Arizona.

The center received 60,000 calls in Arizona in 2022, or about 8 calls per 1,000 people. Comparatively, Oklahoma's 40,000 calls comes to about 10 calls per 1,000 people.

This article originally appeared on Oklahoman: 988 mental health call center marks one year of aiding Oklahomans