The 988 Suicide & Crisis Lifeline, a national network designed to provide immediate mental health support, has become the subject of a controversy following revelations about the practices of its contractor, Protocall Services. Protocall is responsible for managing state crisis lines and serving as a national backup for the 988 Lifeline, which replaced the 1-800-273-TALK hotline in July 2022 to offer more streamlined access to crisis counselors.
According to documents obtained by the Daily Caller News Foundation (DCNF), Protocall Services has instructed its employees to guide young callers toward gender-affirming resources. These instructions include connecting minors with LGBT-focused organizations, online communities, and advocacy programs, while also evaluating the appropriateness of parental involvement. This approach has prompted concerns about whether services funded through the 988 Lifeline are maintaining compliance with federal limits on ideological advocacy.
The training documents in question reportedly direct staff to familiarize minors with resources such as the Trevor Project, PFLAG, and the Family Acceptance Project. Protocall's internal diversity, equity, and inclusion initiatives remain a priority, as indicated by CEO Phil Evans in a January 2025 email. Despite federal executive orders, Evans stated that these directives would not alter the company's operational policies or culture.
Former Protocall counselor Jaime Brooks, who resigned in December citing ethical objections, explained that employees were required to demonstrate understanding of the gender-affirming guidance through regular assessments. Brooks's resignation letter accused the policies of potentially allowing minors access to irreversible medical procedures without adequate consideration.
The debate intensified with statements from advocacy groups like Do No Harm, whose Executive Director Kristina Rasmussen criticized the program for prioritizing ideological affirmation over child welfare. The Department of Health and Human Services, however, has emphasized that SAMHSA-funded subcontractors must comply with federal law and executive orders.
Financial records reveal that Protocall received approximately $5.85 million from Vibrant Emotional Health in fiscal year 2023, and $2.67 million in 2022. The company also holds a significant contract in New Hampshire, with partial federal funding.
Officials preparing future 988 cooperative agreements aim to prioritize compliance while ensuring broad access to crisis services. An HHS spokesperson assured that anyone calling the Lifeline would receive compassion and help. Despite federal shifts, some states like Los Angeles County and Pennsylvania have continued providing or planning to expand LGBT-specific options in crisis counseling and referrals to advocacy organizations.
