Massachusetts' First-Ever Behavioral Health Help Line Now Live

The Help Line connects Massachusetts residents, regardless of insurance coverage, to a full range of treatment services for mental health and substance use offered in the Commonwealth, including outpatient, urgent care, and immediate crisis care. Individuals and families can call for real-time, initial clinical assessment, and connection to the right evaluation and treatment.

The Help Line is one of the major components of the state’s Roadmap for Behavioral Health Reform. Demonstrating that behavioral health is just as important as physical health, the Roadmap makes it easier for all Massachusetts residents to find and access behavioral health services, creating a “front door” to mental health and substance use care.

The Help Line will work in conjunction with other components of the Roadmap, including providing warm handoffs to Community Behavioral Health Centers (CBHCs) offering same-day intake and brief assessments, urgent and crisis treatment including medications, and drop-in treatment and support (i.e., group sessions, peer supports). CBHCs also provide treatment referrals, timely follow-up appointments, and evidenced-based treatment for mental health and substance use conditions.

What’s the difference between the Behavioral Health Help Line and 988?

In July 2022, the 988 Suicide & Crisis Lifeline went live nationally, creating a new three-digit number for people to call when experiencing an immediate mental health crisis or having suicidal thoughts. Like the Massachusetts Behavioral Health Help Line, 988 can be used anytime – 24 hours a day, 7 days a week – to speak to someone immediately via phone, text, or chat.

Both the Help Line and 988 provide critical supports to callers but have some differences.

Individuals who are in emotional distress or having suicidal thoughts and who call 988 will be connected with call takers who are trained to provide non-clinical, emotional support. Call takers also offer assistance with de-escalation and safety planning to help individuals through the least restrictive means possible. When calling the Behavioral Health Help Line, callers will work with a clinician who can provide brief assessments and help individuals and families find treatment and support for mental health and substance use needs.

The Help Line will work in close collaboration with the 988 Lifeline to receive warm handoffs for individuals who need clinical assessment, assistance booking an outpatient appointment, and connection to outpatient providers. Regardless of which number an individual calls, they will be able to receive help, when and where they need it most.