A recent survey found only one-third of people who dialed 988 – The National Suicide and Crisis hotline – in 2022 would call again.

The three-digit number was changed last year to 988 to make it easier for callers to remember.

A push at the federal level looks to address a growing issue with the program.

The National Suicide and Crisis hotline uses technology that directs callers to call centers from their number’s area code, not their calling location.

"What we need is for 988 to be redirected. We need the FCC to make sure that those calls are being directed to individuals who know your community, know maybe your family and can be of some direct assistance," said Rep. Marc Molinaro, (R) 19th Congressional District.

Molinaro is urging the FCC to implement new technology to make a change. It would require cell phone carriers to begin “georouting” 988 calls to the nearest call center from their location.

In some cases, 988 dispatchers need to direct police or emergency personnel to the caller, especially if they’re suicidal. If the call center is across the country, that becomes a challenge.

"You don't need to know why. You just need to know to call. And there's going to be somebody there who's going to help. Our job is to make sure that's a local resource, and that we can connect you with the support that you need,” said Molinaro.

The FCC has begun routing trial calls, but no change has officially been made.

The nearest 988 call center in Broome County is located in Tompkins County, which the state has designated a hub for 988 calls.

While research recently published by JAMA Network Open found that just one-third of callers who dialed 988 last year would call again, according to mental health professionals, 80% of the 988 calls last year were resolved over the phone, without anyone needing to respond.

"I think that speaks volumes that if it used to having a bad day, you just need an objective ear, someone to listen to. It's a great resource," said Nancy Williams, commissioner of the Broome County DSS, Community Mental Health.

Many believe boosting the numbers starts with connecting callers locally.

“In Broome County, for example, we have a fairly robust system of care between our EMS, our law enforcement and our Mental Health Mobile Crisis Team. So if someone is answering, for example, to call and they are in Tompkins County and it's someone who lives in Broome County, it behooves them to understand our system of care," said Williams.