Both numbers are for urgent situations, but they are built for different ones. Here is how the two differ, based on SAMHSA and the 988 Lifeline.
By the Exsura Team · October 17, 2026
SAMHSA, the federal Substance Abuse and Mental Health Services Administration, says “911 is the primary contact for emergencies involving medical emergencies, fire, crimes in progress” and that “988 is for emotional and behavioral health support with minimal law enforcement involvement.”
If you or someone else is in immediate physical danger, call 911. SAMHSA lists times when it is appropriate to call 911 for a medical emergency, including a suicide attempt in progress, a person with a specific suicide or self-harm plan that they are carrying out or intend to carry out immediately and have the means to carry out, a person suspected of being in the midst of an overdose, and physical symptoms such as chest pain or shortness of breath that could be either a panic attack or an acute medical emergency.
If you are in Dallas-Fort Worth, our crisis hotlines page lists 988, local county lines and other numbers in one place.
SAMHSA describes 988 as “a national hotline offering one-on-one support for mental health, suicide, and substance use-related problems.” It “responds 24/7 to calls, chats or texts from anyone who needs support.”
The Lifeline offers English and Spanish call, text and chat services.
When you call, SAMHSA says “You will hear music until a skilled, caring crisis counselor answers the phone.” The Lifeline says a counselor will introduce themselves and ask you if you are safe. They will listen to you, work to understand how your problem is affecting you, and provide support.
Texting works differently at first. When you text, you are given options to connect with a live counselor, and you may be asked to complete a brief survey to help your counselor understand how they can best support you.
SAMHSA says 988 is for emotional and behavioral health support with minimal law enforcement involvement, but the sentence continues: “unless there is an immediate physical safety threat.” It also says “Most crises are managed by counselors working with you to de-escalate the situation and without involving law enforcement.”
If you or the person you are calling about is in physical danger, SAMHSA says your 988 counselor will contact 911. See the SAMHSA FAQ, linked below, for its full explanation.
Metrocare, a Dallas County mental health provider, lists an NTBHA crisis hotline at (866) 260-8000. NTBHA is the North Texas Behavioral Health Authority. For more local numbers, see our crisis hotlines page. For ongoing care, see low-cost mental health care in Dallas County.
Yes. The 988 Lifeline says using it is free, and SAMHSA says people are not required to provide payment or insurance information to receive support.
Yes. The 988 Lifeline says you can send any message to 988 to start a text conversation. Chat is also available through the Lifeline website.
No. SAMHSA describes 988 as a national hotline for mental health, suicide and substance use-related problems, answering calls, chats and texts from anyone who needs support.
SAMHSA says 911 is the primary contact for emergencies involving medical emergencies, fire and crimes in progress. It lists a suicide attempt in progress and a suspected overdose among the times it is appropriate to call 911. If you or someone else is in immediate physical danger, call 911.
Sources last checked October 17, 2026. This article is general education, not financial, legal or medical advice. Rules, fees and programs change, so confirm details with the organization before you act.
Take the next step
Call or text 988 any time. If someone is in immediate physical danger, call 911. For more Dallas-Fort Worth numbers, see our crisis hotlines page.
Take our free 7-question Financial Stress Check-In and get real next steps.
Start the check-in →Keep reading