Will Support Industry Efforts to Efficiently Implement 988 Text Georouting Capabilities While Protecting Customer Privacy
WASHINGTON, July 24, 2025—The Federal Communications Commission today approved rules that will require wireless providers to implement georouting solutions to route 988 text messages to local 988 crisis centers based on the general geographic area associated with the origin of a text rather than by area code.
Mental health and crisis counseling experts have long expressed that connecting callers with local crisis centers is important to provide those in need with lifesaving public health and safety resources. While the majority of 988 calls are currently georouted to local services, 988 text messages are currently routed to crisis centers based on the area code of the texter’s phone number, which may not correspond to their physical location. This discrepancy limits the 988 Lifeline’s ability to connect text users with lifesaving local mental health resources, including follow-up care and referral services.
In October 2024, the Commission adopted rules that required wireless providers to implement georouting for 988 calls, determining that doing so enables crisis counselors to more efficiently connect those seeking help with local resources, including follow-up care, and sought comment on imposing similar requirements for 988 text messages.
The rules adopted today will require wireless providers to develop the technical capability to transmit georouting data in a manner that enables the 988 Lifeline to route 988 text messages to the appropriate crisis center based on the general geographic area where the handset is located at the time the text message is initiated. In addition, providers will be required to provide georouting data for 988 text messages to the Lifeline Administrator when available. Today’s action will require wireless providers to aggregate location data generated from cell-based technology to a level that will not identify the texter’s precise location, to protect the privacy of 988 Lifeline users. Nationwide and non-nationwide providers will have 18 months and 36 months, respectively, to comply with the rules after the effective date.
Action by the Commission July 24, 2025 by Fourth Report and Order (FCC 25-42). Chairman Carr, Commissioners Gomez and Trusty approving. Chairman Carr, Commissioners Gomez and Trusty issuing separate statements.
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