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, has proposed an alternative routing method to help resolve this issue and improve 988 call routing. CAMH proposed using local Direct Inward Dialing (DID) numbers to route calls based on where they enter the network and using location routing numbers (LRNs) to route calls to the nearest response centre instead of one corresponding to the caller’s area code.
In a notice of consultation published Monday on its website, the CRTC is seeking comments on CAMH’s proposal and additional input regarding improving the routing of 988 calls and texts, including potential alternative solutions, privacy implications for end users, technical considerations, implementation timelines and costs of implementation.
One alternative solution the CRTC said it is considering is that adopted by the U.S. Federal Communications Commission, which has required wireless carriers to implement geo-routing for calls placed to 988 in the U.S. and is currently exploring geo-routing for text messages to 988.
The deadline for submitting comments is Feb. 26, with replies to interventions due by March 10.
