By Emalee Gillis, NAMI Spokane Blog Editor.
Calls to our regional 988 service provider jumped over 300% in the last year as people of all ages in our area looked for support in managing behavioral health crises and issues. According to Sara Schumacher, the Director of 988 and the Regional Crisis Line at Frontier Behavioral Health based in Spokane, her group handled about 300 988 calls in January of 2024 and handled 1,300 988 calls in January of 2025. Combined, calls answered via the Regional Crisis Line and 988 average to be about 4500 calls a month.
Frontier handles calls for six counties: Spokane, Adams, Lincoln, Ferry, Stevens, and Pend Oreille. Frontier provides backup support for 13 other counties. The service provides free, confidential services. You don’t need to say who you are or who you are calling for.
Schumacher credits the increase in call volume to work done by the Department of Health and others to get the word out that 988 is available. Word of mouth has also helped.
“I also credit the increase in call volume to ongoing efforts to destigmatize mental health,” Schumacher said. “It’s becoming more accepted that everyone experiences crises and difficult days, and no one should have to face them alone or fear judgment. Much of our work is about breaking down the misconception that help isn’t available.”
When someone calls the regional 988 service at Frontier, they are connected with a highly trained Crisis Triage Specialist who holds at least a bachelor’s degree, has earned a credential through the Department of Health requiring background checks and extensive training, and who regularly receives ongoing training. For example, Frontier recently trained all of their triage specialists in motivational interviewing. The mental health specialists that answer the 988 calls also receive extensive training in diversity, equity, inclusion and belonging, so they can provide culturally appropriate care to the full range of subpopulations in our area.
“The calls Frontier receives range from people who are actively taking steps to end their own life to someone who is having a very sad day to someone looking for support finding housing for a friend. We get calls from people who are struggling with their identity. Maybe someone has suicidal or homicidal thoughts,” said Schumacher. “We encompass a large continuum of behavioral health services that may addresses the need of those in crisis. Our job is to always be available to keep people safe and de-escalate situations”
The age of callers ranges from children under 18 to people in their 90s. The responses made by the 988 team also have a broad range. The staff can connect a caller to services like counseling or primary care. The 988 staff can provide full safety assessments of callers. If an individual is in a life-threatening situation, the staff calls 911, but that isn’t the most frequent type of call. Many times, the 988 staff can stabilize the situation and connect the caller to resources that can address their issues.
“If needed, the 988 staff at Frontier can coordinate a mobile crisis response. The team works collaboratively with the individual to explore this option, and an in-person visit is provided when it aligns with their needs and preferences,” said Schumacher.
The state of Washington has another regional 988 call center run by Volunteers of America of Western Washington and King County is served by Crisis Connections.
The 988 program grew out of the idea that there was a need for people to have access to a support that would be as easy to reach as 911 is for other types of emergencies. 988 is a national program begun in 2021 that is implemented by the states. Washington passed legislation to start 988 in the state, which also laid out the framework for the service. The service is paid through taxes on phone bills.
“We have an approach in our state where behavioral health is prioritized,” Schumacher said. “I feel lucky to be in Washington state.”
Frontier’s 988 program has a reciprocal relationship with 911. If 911 operators receive a call that would be best handled by the 988 staff, the operator will warm transfer the call to 988. The 911 operator stays on the phone and explains the issue to the 988 staff, and the 988 staff take it from there.
“To summarize, we are a 24/7 operation where people can be 100 percent anonymous. Our staff is trained to understand the reason someone is calling and help them get the outcome they are looking for. We have created a place for people to have real-time in-the-moment access to someone who is trained to provide behavioral health. Behavioral health is all encompassing. “We provide support to individuals experiencing substance use concerns, suicidal thoughts, grief, or those seeking help for a loved one or coworker.” said Schumacher. “988 is an all encompassing spot to find crisis support in the moment.”
Sara Schumacher is the Director of 988 and the regional crisis lines at Frontier Behavioral Health based in Spokane. She has been in her position since 2023.
Emalee Gillis is a writer and blog editor. She is the author of the memoir Adventures on the Path to Living Well with a Mental Illness and has a related TEDx Talk.