Mental health organizations have handled nearly 50,000 calls, texts since launch of 9-8-8 crisis line

GUELPH – Local suicide and crisis helpline operators have fielded almost 50,000 calls and text messages since the Canada-wide 9-8-8 helpline was launched in November 2023.

As of last month, Canadian Mental Health Association Waterloo Wellington (CMHA) had answered 15,630 calls and texts, and Compass Community Services had answered 33,712 calls and texts.

“As long as the need is there we are so excited to meet it, but of course we would love for that number to disappear,” said Compass executive director Erica Pellin.

Local CMHA service director Jeff Stanlick told the Advertiser calls and texts have increased locally and nationally.

“This is primarily due to a gradual rise in (9-8-8 network) capacity, as well as growing public awareness,” Stanlick stated in an email.

The organization initially supported just calls but later became surge provider, taking overflow from other areas unable to handle local calls, and began accepting text messages.

Both CMHA and Compass field local calls and messages from the county and Guelph for the helpline, operated by the Centre for Addiction and Mental Health.

“We have spent the last two years creating and growing this network,” Pellin said of both organizations.

“Whenever somebody in Wellington dials the 9-8-8 network, their algorithm will give priority to send that call to a local network provider.”

Compass now has 37 staff and volunteer operators on the line, and has expanded to accommodate 24/7 operating hours. CMHA has 40 full-time staff in addition to part-time and casual staff.

Local calls average around 15 minutes, and text-based conversations can last upwards of an hour, local CMHA helpline manager Aleah Wagner stated in an email.

“A person may call in and receive one-time support as required [and] potentially complete a safety plan with the staff. They may also continue to be at risk and we may provide a follow-up call, which is where the team calls out to them to continue to check in,” Wagner wrote.

“At times they are also provided a connection to service navigation through 2-1-1 or other known resources in their area, including local mobile crisis teams.”

According to Statistics Canada, 12 people die by suicide and more than 200 people attempt it every day across Canada. That equates to around 4,500 suicide deaths each year.

Suicide rates among men are around three times higher than women. The highest suicide rate for both sexes is between the ages of 50 and 64, with 26 deaths per 100,000 people for men, and 8.4 for women.

And for youth and adults ages 15 to 34, suicide is the second leading cause of death (the first is unintentional injuries).

Last month, the federal government announced $120 million would be spent to keep 9-8-8 running for the next two years.

Call and text volumes have increased about 48 per cent over two years – from 36,096 in December 2023 to 53,470 in October 2025.

Since launching, 9-8-8 operators have fielded over 800,000 calls and texts across the country.