CRTC launches proceeding on improving routing of 988 mental health calls and texts

The CRTC is looking for input on how to improve the routing of calls and texts to Canada’s 988 suicide crisis helpline service. Currently, when someone calls 988, the call is routed to a toll-free 1-8xx number using the caller’s area code, and then routed to the crisis response centre closest in location to that area code, not where the caller is actually located. In addition, calls made from blocked numbers are routed to the national crisis centre in the absence of area code information. The Centre for Addiction and Mental Health (CAMH), which delivers the 988 service in Canada,...