CAMH, telecoms disagree on improvements to 988 helpline service

The agency responsible for administering the 988 mental health helpline finds itself at odds with telecoms who run the phone lines, in replies submitted to the CRTC’s proceeding on improving the service. The 988 system was established in 2023 to provide a simple three-digit number for those in mental distress or contemplating suicide and seeking help. The CRTC in January set up a proceeding to look at ways of improving the routing of 988 calls and texts. The Centre for Addiction and Mental Health (CAMH) maintains its proposals for improving 988 service have been misunderstood by other stakeholders in the process. Telecom service providers (TSPs) counter that CAMH’s solutions will not work. The present routing method uses the caller’s phone number area code to determine which local distress centre should receive the call. But under number portability rules, a person may keep their number even if they move out of a specific area code. This has led to calls going to the wrong region. The centre suggested a new location-based routing method in which the location routing number (LRN) of the serving switches would be used by TSPs to send 988 calls directly to the proper, more local response centre near someone using the service, not the national toll free telephone number. The toll free number would be used for calls from Voice over Internet Protocol (VoIP) and video relay service (VRS) users. CAMH, in its reply comments, takes its critics to task for misunderstanding what it wants. “The objections of some parties to the proposal are based on a fundamental misconception of what CAMH is proposing,” the centre wrote. “CAMH is not proposing that service providers route calls to response centres. This part of the proposed routing remains the responsibility of CAMH, consistent with the current approach.” It wants to ensure that wherever possible, local responders react to calls and texts from people in distress. There may be occasions when such contacts may be rerouted to another part of the country but these should be rare, CAMH states. The 988 system must constantly improve but the centre concedes it is better to work piecemeal rather than delay implementation. It wants to work with those in the disabled community to guarantee access for all Canadians. BCE Inc., in its reply, noted that CAMH held discussions with TSPs in February of this year, after the commission established the proceeding. It was suggested the CRTC delay the proceeding to give the centre and the telecoms time to develop a specific response to industry concerns. Bell backs the delay, as do Telus Corp.and Bragg Communications Inc., parent company of Eastlink. Bell noted that 988 has a high degree of reliability and has handled over 300,000 calls since it was launched. “With respect to the comments of CAMH that its proposal would improve the resiliency of the 988 network, given the demonstrated reliability of 988 in Canada as noted above and as recognized by CAMH, we are of the view that there is no need to make changes to 988 routing at this time to improve resiliency,” the telecom stated. Telus said CAMH’s proposal is not practical to implement. It called on the centre to work with the TSPs to arrive at a solution. Rogers Communications Inc. also criticized the group’s proposal. “From a pure technical standpoint, CAMH’s proposed LRN-based routing method will not work,” the Toronto telecom said. It would increase the cost to TSPs and lead to routing errors in the telecoms’ switches. “We highlighted in our Feb. 26 intervention the fact that new problems will arise if we modify the current routing method,” Rogers wrote. “CAMH’s desired outcome would not be achieved if we implement a location-based routing in Canada. By fixing the few problems raised by CAMH, we create others.” Saskatchewan Telecommunications Holding Corp. says the centre, the commission and the TSPs must work together to find solutions to perceived problems. “In SaskTel’s opinion, this analysis is ongoing and has not reached the point where the commission should be mandating a potentially sub-optimal, and definitely expensive, technical solution,” the prairie company stated. Quebecor Inc. expressed regret that CAMH didn’t consult directly with TSPs before making its proposal. It noted the danger that calls could be rerouted to a call centre where the other official language is paramount, leading to added distress for the caller. Eastlink offered that no change to the current system is warranted. It noted that TSPs come in various sizes and solutions that may work for big players will not be adaptable for smaller concerns such as itself. The Deaf Wireless Canada Committee (DWCC) demanded full accessibility for deaf, deaf-blind and hard of hearing (DDBHH) customers. “To ensure equal access, DWCC urges the commission to require that the Canadian government, including CRTC and CAMH, do its part to provide all communication access options to mental health services for DDBHH Canadians,” it said. “This includes text, video relay, ASL/LSQ customer support, visual notifications, and equitable access to service information.” The group called for the introduction of a 988 fee to be paid for by consumers with the money dedicated to 988 service, not general revenues. The Canadian Deaf Grassroots Movement (CDGM) said it agrees with those calling for different accessibility methods to be deployed. It also believes that culturally sensitive training should be done for those working with DDBHH callers. It opposes the telecoms’ calls for delaying the proceeding.That was a different position than that of the Public Interest Advocacy Centre (PIAC). It endorsed the idea of more consultation. “PIAC supports the request for additional process to clarify issues raised in this proceeding,” it wrote. “988 is crucial for Canadians, and the commission must ensure its decision to change the routing process is based on cogent and clear evidence that justifies this change and shows as to why it is needed and how it would be achieved.” ppark@thewirereport.ca

CAMH, telecoms disagree on improvements to 988 helpline service

Regulatory |
By Paul Park
| April 3, 2025

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CAMH, telecoms disagree on improvements to 988 helpline service

Regulatory | By Paul Park | April 3, 2025

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