What to Expect in Crisis

WELCOME TO THE FACTS!

“I Am More Than My Mood,” yes, we know this, but we also know it’s more than just your mood!  Sometimes it’s much deeper.  It could be family issues, lack of what you need to get through each day, or just not feeling well that may cause a mental health crisis in your life.

  • What is a mental health crisis?

    A mental health crisis is any situation in which a person's behavior puts them at risk of hurting. themselves or others and/or prevents them from being able to care for themselves or function within their community.

  • What does it mean to be in crisis?

    It’s possible someone may be in crisis when they:

    • Are unable to complete daily tasks like getting dressed, brushing teeth, bathing, etc.
    • Verbally say, write or insinuate that they’d like to hurt themselves and/or talking about death
    • Withdraw from friends, family and their typical social situations
    • Show impulsive or reckless behavior, being aggressive
    • Have dramatic shifts in mood, sleeping or eating patterns

  • Crisis Hotlines, Lifelines and Text lines Explained…

    Generally, when you call or text a crisis line, they will be connected to trained counselors that will listen, understand how your problems are affecting you, provide support and connect you to resources if necessary. 

  • BHN Crisis Hotline - local immediate help in Western MA

    BHN Crisis Hotline - 413-733-6661

    For local immediate help in Western MA.  Anyone can call the crisis line to get help regardless of their age. 

  • 988 is a National Lifeline network

    988 is a National Lifeline network

    This group of trained counselors are available 24/7 to help with life’s challenges.  988 connects you to resources where you are located.  If you live in Springfield, MA but happen to be in New York and in crisis, 988 will help you find resources (when necessary) in New York!

  • Prefer texting?

    Text “Home” to the national 741741 line 24/7.  It is anonymous and a real person promptly answers the text!  Anyone can text for help regardless of their age.

  • What to expect when you call/text?

    1. A trained counselor will do a safety assessment with you.  They will ask if you feel as if you may hurt yourself or anyone else.  
    2. If you answer yes, the counselor will try to de-escalate your crisis, listen, and provide appropriate supports as needed.
    3. If you answer no, the counselor will be there to listen and can make appropriate referrals to additional resources as needed. 

Important to Know


  • If what you need is support and guidance in the moment, the trained counselor will provide that support over the phone or via text; no further commitment needed.


  • If 18+ and you want or need more support, the counselor will connect you directly to local resources in real-time if possible. The local Community Behavioral Health Centers are open Mon. - Fri.  8am-8pm and Sat. -Sun. 9am-5pm for urgent care services. 


  • If under 18, and additional resources are needed, the counselor will need to speak with a parent or guardian before they can send a referral.  However, anyone under 18 can call and talk to a counselor whenever they want.

  • If the trained counselor believes you are at immediate risk of harming yourself or others, they will try to connect you with a local crisis outreach team who will come to your location and help get you to a safe place.


  • In some less common situations when your risk involves weapons or violence, the trained counselor may ask law enforcement to intervene. The local mental health crisis team (BHN) works closely with our area’s law enforcement departments and accompanies them in these situations. To ensure law enforcement is not called unnecessarily, it is best practice to make sure you are clear about your level of “risk” when asked.
Behavioral Health Network

Behavioral Health Network

Thank you to our partners at BHN for their support in developing this Education page.