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Crisis Support
988 vs 911 in West Virginia: When to Call Which Number
A practical guide to help you choose between 911, 988, and local crisis lines when you or someone you care about needs help.
When someone is struggling, it can be hard to know what number to call. This guide is meant to make the decision simple.
Call 911 if there is immediate danger
Call 911 right away if:
- Someone has a weapon
- Someone has taken an overdose or is unresponsive
- There is immediate risk of harm to self or others
- There are severe medical symptoms (trouble breathing, chest pain, seizures)
Dial 988 for immediate emotional support
Dial 988 when:
- Someone is thinking about suicide but not in immediate danger
- You need to talk through a crisis with a trained counselor
- You’re worried about someone and don’t know what to do
- You need help figuring out next steps
The 988 Suicide & Crisis Lifeline connects you to a crisis center. Counselors are available 24/7, and contacting 988 is free. The Lifeline describes contacts as confidential, but confidential does not mean anonymous: counselors may document the conversation, and the service typically receives the phone number or IP address used to contact it. Read the 988 Lifeline confidentiality statement for details.
When to call your local crisis line
In Southern West Virginia, you can also call (800) 615-0122 to reach Southern Highlands’ crisis line. This number connects you to counselors who know the area and can help with:
- Finding local mental health services
- Getting a crisis assessment
- Connecting to mobile crisis teams
- Figuring out if someone needs immediate help
If you’re not sure which number to call, start with 988. They can help you decide if 911 is needed.
What happens when you call 988 vs 911
Calling 988
When you dial 988, you’ll talk to a trained crisis counselor. They’ll listen, help you think through options, and connect you to local resources if needed. The goal is to help you feel safer and figure out what comes next.
The counselor’s goal is to work with you on the least restrictive way to stay safe. In situations involving imminent risk or another legal requirement, a crisis center may contact emergency services or take other protective steps. You can ask the counselor to explain what information is being collected and when emergency help might be contacted.
In some rural parts of West Virginia, cell service can be spotty. If 988 doesn’t connect, try calling the local crisis line at (800) 615-0122.
Calling 911
When you call 911, the dispatcher assesses the report and may send police, fire, emergency medical services, or another available response. Call 911 when someone’s life may be in immediate danger or there is a medical emergency.
Police officers in many areas have crisis intervention training, but their main job is to keep everyone safe. If someone is a danger to themselves or others, they may be taken to a hospital for evaluation.
What about the local crisis line?
Southern Highlands’ crisis line — (800) 615-0122 — is staffed by counselors who know the area. They can:
- Talk you through what’s happening
- Send a mobile crisis team to where you are
- Help you get a walk-in crisis assessment at the Princeton clinic
- Connect you to ongoing mental health services
This line is especially helpful if you’re trying to figure out whether someone needs crisis care or if regular therapy might be enough.
When it’s not an emergency but you still need help
Not every hard moment is a crisis. If you’re struggling but not in immediate danger, you can:
- Call to schedule an appointment during regular hours
- Walk in to the Princeton clinic for a crisis assessment
- Reach out to a therapist or counselor you already see
You don’t have to wait until things get worse. Reaching out early may help you find support and make a safety plan before the situation escalates.
A note about privacy in small towns
One concern people have in Southern West Virginia is privacy. “What if someone I know finds out?”
Crisis contacts are handled under applicable privacy laws and the policies of the center answering the call. Information may be documented or disclosed with consent, for emergency response, when required by law, and in other circumstances described by the center’s privacy policy. The national 988 network also notes that some centers use information for care coordination or insurance payment unless the caller asks them not to. See the 988 Lifeline confidentiality statement and ask the center that answers your call if you have a specific privacy concern.
If you’re worried about running into someone you know at a clinic, you can ask about telehealth options or appointments at different times.
Frequently Asked Questions
What if I call 988 and they send police anyway?
988 counselors generally try to resolve a crisis without involving emergency services when a less restrictive safety plan is available. Emergency services may be contacted when a counselor determines there is imminent risk or when the law otherwise requires it. The response depends on the circumstances, and it may not always be possible to notify the caller before emergency help is contacted. The Lifeline explains its approach in its emergency-intervention FAQ.
Can I call 988 for someone else?
Yes. You can call 988 if you’re worried about someone. The counselor can help you figure out what to do and whether the person needs immediate help.
Does calling 988 cost money?
No. The 988 Lifeline is free. Your local crisis line at (800) 615-0122 is also free.
What if I’m not sure it’s serious enough to call?
Call anyway. Crisis counselors would rather hear from you when things are manageable than wait until they’re not. There’s no “too small” reason to reach out.
Will calling 988 go on my record?
988 is confidential but not anonymous. A counselor takes notes, and the network typically receives the phone number or IP address used to make contact. Identifiable information may be used or shared in the circumstances described in the 988 Lifeline confidentiality statement, including some emergency, legal, care-coordination, or payment situations. Because employment, insurance, and legal circumstances differ, this page cannot promise that a contact will never be relevant outside the call.
If you feel like you might hurt yourself or someone else, call or text 988 or call 911 right away. If you need help but it’s not an emergency, you can reach Southern Highlands at (800) 615-0122 or visit their website to learn more about services in Mercer, McDowell, and Wyoming counties.