At 988 call centers, crisis counselors offer empathy — and juggle limited resources

Call center specialist Michael Colluccio works on a team that answers 988 calls from people whose phones have area codes for the suburban Philadelphia region. If needed, Colluccio also can answer calls from other parts of the state or country, part of a system that makes sure someone is always available to talk. (Brett Sholtis/WITF)

On a Friday evening at a call center in southeastern Pennsylvania, Michael Colluccio stirs his hot tea, puts on his headset, and starts up his computer. On the screen, calls are coming in to the suicide prevention lifeline from around the state.

The 38-year old Colluccio says he knows what it's like to be on the other end of one of those calls.