Text and Chat Options Now Available on North Carolina’s Peer Warmline

The North Carolina Department of Health and Human Services announced text and chat options are now available on the North Carolina Peer Warmline, a 24/7 crisis response service operated by Promise Resource Network.

The NC Peer Warmline (1-855-PEERS-NC) is a free, private phone number staffed by Certified Peer Support Specialists who have personal experience with mental health or substance use disorders.

"Text and chat options will increase access to the Peer Warmline and allow more people to receive support during critical moments in their lives," said NC Health and Human Services Secretary Dev Sangvai. "The Peer Warmline is an important part of our efforts to support brain health and build a mental health care system in North Carolina that works for everyone, connecting people with peer support specialists who understand what they are going through and directly referring them to the care they need."

In its first two years of operation, from March 2024 through February 2026, the warmline received more than 130,000 phone calls. Almost 40 percent of callers were referred to a mental health provider while 29 percent received assistance with sheltering. Others received referrals for medical, food or employment services.

"Speaking, texting or chatting with someone who has experienced the same challenges you are going through makes all the difference in the world," said Kelly Crosbie, MSW, LCSW, Assistant Secretary for Mental Health, Developmental Disabilities and Substance Use Services. "The Peer Warmline helps people when they are most vulnerable and ensures they are connected with the right resources."

In 2023, NCDHHS awarded Promise Resource Network a three-year grant to establish a warmline to provide peer support services to people in crisis and direct them to appropriate resources through community referrals. In fiscal year 2025-2026, the state provided $1.65 million in operational funding to support 30 peer support specialists and to allow for text and chat expansion. 

The Peer Warmline works in tandem with the 988 Suicide and Crisis Lifeline to expand its response capabilities. More than 45 percent of callers to 988 are repeat callers, and many wish to speak with peer support. Almost 20 percent of calls to the Peer Warmline are transferred from 988.    

"The success of the North Carolina Peer Warmline demonstrates the extraordinary impact of lived experience to inspire hope, create connection, and work through distress to support healing in communities across our state," said Cherene Allen-Caraco, Founder and CEO, Promise Resource Network. "The addition of text and chat expands access to trusted and affirming support during life's most difficult moments, supporting people to navigate challenges, resolve crises, and prevent emergencies. Promise Resource Network is deeply grateful to NCDHHS for its partnership and shared commitment to ensuring that every North Carolinian has access to peer support on demand, 24 hours a day, seven days a week, by phone, text and chat."

The warmline is part of NCDHHS' continuum of care to ensure people in crisis have someone to speak with, somewhere to go, and someone to respond. Warmlines have been shown to reduce hospitalizations and emergency department visits and increase communication and collaboration with clinical care teams and their families.