Calls are answered by trained responders who follow standardised crisis intervention protocols to de-escalate situations, provide emotional support and maintain caller confidentiality. Director of Mental Health and Substance Abuse Josh Hector acknowledged that reaching out can be difficult during an emotional crisis. Hector also confirmed that the hotline responders sign up to strict confidentiality standards and are required to adhere to them. The hotline serves as an entry point into Grenada’s broader mental health support network. Officials acknowledged that a hotline alone cannot address every mental health challenge but described 988 as an important step in expanding access to crisis support.