FCC Faces Different NANC Routes on Any Suicide Hotline, No Recommendation
The FCC North American Numbering Council is leaning toward handing the agency a list of what it doesn't recommend regarding feasibility of designating a three-digit dialing code for a suicide prevention and mental health hotline, including opposing repurposing any existing N11 number. It likely won't recommend to the agency what it should do, though some members say repurposing 611 makes sense.
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NANC tabled a report by its Number Administration Oversight Working Group (NAOWG) Thursday that laid options and ranked them from least to most effort required, with easiest being continued use of existing toll-free numbers, then expansion of 911. It recommended against repurposing any N11 number, and the draft report originally singled out 611 for not repurposing. That draft was tabled and an amended version that doesn't single out 611, now used to reach a phone carrier, will be circulated and voted on electronically in coming days.
The report said expanding 911 use would be optimal from a service provider standpoint, but more public safety answering point input is needed. It said expanded 211 use also could make sense since some 211 platforms already provide suicide counseling services, but 211 would need an expanded footprint to be deployed ubiquitously.
Some council members questioned excluding 611 from consideration. “I can't reconcile any recommendation that says customer service trumps a three-digit dialing code" that could save lives, Nebraska Public Service Commission Commissioner Crystal Rhoades said.
SIP Forum Chairman Rich Shockey said if the FCC repurposes an N11 number, 611 is most logical since it doesn't involve public safety but carrier convenience. The problem with repurposing is the transition, he said. "Five years might not be enough" for marketing needs, he said.
That no existing N11 codes are lightly used was a chief reason against repurposing, as was that only 211 and 911 relate to crisis calling, said Bob McCausland, West Telecom Services senior vice president-regulatory and government affairs. He said encouraging the FCC to consider expanding use of 911 would be in cases when PSAPs and existing service bureaus can accept those call volumes and have the training and capacity for such crisis calls. He said 211 doesn't operate universally and doesn't have some advantages of 911, such as location information.
McCausland said NAOWG wanted to provide more of a recommendation, but that was hampered by a lack of available data. Instead, it recommends the FCC continue studying the issue and take further comment and perhaps even refer additional questions back to NANC, he said.
Suicide prevention calls can often be lengthy and time consuming and would excessively tie up 911, said Joe Hurlbert, Veterans Affairs Office of Information and Technology senior fellow. He's an advocate of a 611 hotline system. National Suicide Hotline Improvement Act co-sponsor Rep. Chris Stewart, R-Utah, wants such 611 repurposing (see 1812110033).
The NAOWG reported the most difficult option would be a non-N11 three-digit code using a hashtag or star. Those codes are suited for cellphones, but traditional voice networks have difficulty implementing them, McCausland said.