North Carolina Expands Peer Warmline with New Communication Options
Residents of North Carolina now have enhanced access to mental health support, thanks to the introduction of text and chat services on the North Carolina Peer Warmline. The initiative, managed by the Promise Resource Network and supported by the North Carolina Department of Health and Human Services (NCDHHS), offers a 24/7 crisis response service.
The NC Peer Warmline, accessible at 1-855-PEERS-NC, is a confidential and free phone service staffed by Certified Peer Support Specialists with personal experience in mental health or substance use issues. According to NC Health and Human Services Secretary Dev Sangvai, “Text and chat options will increase access to the Peer Warmline and allow more people to receive support during critical moments in their lives.”
Since its inception in March 2024, the warmline has handled over 130,000 calls. Approximately 40% of these calls led to referrals to mental health providers, 29% resulted in assistance with housing, while others received help with medical, food, or employment services.
Kelly Crosbie, MSW, LCSW, Assistant Secretary for Mental Health, Developmental Disabilities and Substance Use Services, emphasized the significance of peer support, stating, “Speaking, texting or chatting with someone who has experienced the same challenges you are going through makes all the difference in the world.”
The Promise Resource Network received a three-year grant in 2023 from NCDHHS to establish the warmline. For the fiscal year 2025-2026, $1.65 million in funding was allocated to support 30 peer support specialists and to facilitate the expansion of text and chat services.
Working alongside the 988 Suicide and Crisis Lifeline, the Peer Warmline enhances response capabilities. Notably, over 45% of 988 callers are repeat users, many seeking peer support. Nearly 20% of Peer Warmline calls are transferred from the 988 Lifeline.
Cherene Allen-Caraco, Founder and CEO of Promise Resource Network, highlighted the service’s impact: “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.”
The warmline is an integral part of NCDHHS’ broader strategy to provide crisis support, reducing hospitalizations and emergency visits while enhancing collaboration with clinical teams. Callers are often directed to Community Crisis Centers, mobile crisis teams, or nearby Open Access/Walk-in Clinics.
About Promise Resource Network
PRN, a Charlotte-based “consumer-run” mental health organization, is staffed by individuals with direct experience in mental health services. Alongside the Peer Warmline, PRN operates respite centers in Raleigh, Charlotte, and Cabarrus County, as well as Recovery Cafes in Charlotte and Raleigh.
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