MHA was founded in 1965 as a grassroots nonprofit offering information, referrals, public education, and advocacy around mental health. In 1985, recognizing the need for young people and families to access immediate help, MHA launched the Call Center. By 1990, the service expanded to operate around the clock, 24 hours a day, 7 days a week.
Over the decades, the Call Center has grown to answer multiple vital hotlines, including the Frederick County Hotline, 211 Maryland, and the 988 Suicide & Crisis Lifeline, as well as several specialized lines. In 1997, we introduced the Telephone Reassurance Program to provide regular, supportive calls to older adults and those who are homebound. In 2022, the nationwide adoption of 988 transformed crisis response, making it easier than ever to connect with care.
A Caring Voice, Anytime
The Call Center exists for anyone facing challenges that feel overwhelming, whether it’s the stress of daily life, grief after a loss, financial struggles, thoughts of suicide, or the trauma of abuse. No matter the reason, trained Call Specialists are always there to:
- Listen with compassion
- Provide supportive guidance
- Connect callers with local resources
- Intervene in moments of crisis
And because these services are always free and available to everyone, no one has to face hard times alone.
Impact in FY25
From July 2024 through June 2025, MHA’s Call Center documented 47,924 calls, nearly 50,000 moments where someone reached out for help and found a caring voice on the other end. In that time:
- 8,875 safety assessments were completed to protect callers in crisis.
- 60,172 referrals were made to connect people with needed resources.
- 98% of callers reported an improvement in well-being after their call.
- 79% felt better prepared to face their situation after speaking with a Call Specialist.
- 99% of crisis calls were resolved without needing an escalated emergency response.
The most common needs included transportation, housing, food, utility assistance, and support for substance use and behavioral health.
Standing Together in Crisis
For 40 years, the Call Center has been more than a hotline; it’s been a lifeline. Each call represents a moment of courage from someone reaching out and a chance for our team to meet them with compassion, resources, and hope.
As we celebrate this milestone, we also look to the future. MHA remains committed to ensuring that whenever someone dials, day or night, they will always hear a voice ready to listen, support, and stand with them through their most challenging moments.
Because no one should have to face a crisis alone.