Crisis Hotline (When and where should I call?)

A crisis hotline is a phone number you can call to immediately speak with someone when you’re in a stressful or dangerous situation. It’s meant for moments when you can’t cope on your own: when your child talks about suicide, harms themselves, is going through a serious emotional crisis, or when you, as a parent, don’t know what to do next.

The most important hotlines in Germany are free, anonymous, and available without registration. On the other end of the line are trained professionals who will listen and help you figure out the next step. You don’t have to find the “right” words or prove anything. It’s enough that you or your child isn’t doing well right now.

Which number to call depends on how urgent the situation is and who needs help. The following sections explain this.

If there is an immediate threat to life, every minute counts. In that case, call the emergency number 112 immediately. This applies, for example, if your child is about to harm themselves or has already done so, is unconscious, has taken an overdose, or is in immediate danger.

The 112 emergency hotline is staffed around the clock and will dispatch emergency medical services. The operator will calmly guide you through the situation over the phone. Important questions include: Where are you? What happened? Who is involved? Do not hang up until the dispatcher ends the call.

In the event of an acute mental health crisis, you and your child can also contact a hospital’s emergency room directly or a child and adolescent psychiatric emergency service. When in doubt, it’s better to seek help once too often than not enough. No one will blame you for dialing 112.

For emotional crises that don’t require an ambulance but are still weighing heavily on you, there’s the Telephone Counseling Service. It’s available day and night, free of charge and anonymously, every day of the year. Here, you can talk about your fears, despair, feeling overwhelmed, or thoughts of suicide.

The numbers are:

• 0800 111 0 111
• 0800 111 0 222
• 116 123

All three numbers connect you to the same service. You’re also welcome to call if you, as a parent, are at the end of your rope. A family crisis or the constant feeling of parental shame is easier to bear when someone listens without judging. In addition to phone support, counseling is also available via chat and email.

Sometimes it’s not an urgent crisis, but a question that’s on your mind: How do I talk to my child about something? What should I do if my child is having an acute stress reaction or is becoming increasingly withdrawn? That’s what the “Nummer gegen Kummer” parent hotline is for:

• 0800 111 0 550 — free and anonymous
• Monday, Wednesday, Friday from 9 a.m. to 5 p.m.; Tuesday and Thursday from 9 a.m. to 7 p.m.

Teens and children can contact the Children and Youth Helpline themselves:

• 116 111 — free and anonymous
• Monday through Saturday, 2 p.m. to 8 p.m.; on Saturdays, some counselors are peers

This counseling is not a substitute for treatment, but it helps you sort through your thoughts and assess what the next sensible step should be.

If your child needs medical help that can’t wait until the next business day but isn’t an emergency, call the on-call medical service at 116 117. This number is available 24 hours a day and provides assistance in the evenings, at night, and on weekends when the doctor’s office is closed.

The difference from 112 in a nutshell:

• Call 112 for life-threatening situations and emergencies that require an ambulance.
• Call 116 117 for symptoms that you would normally see a doctor for, but that can’t wait until the next day.

You can also use 116 117 to find a nearby clinic that’s open on call. For emotional crises without immediate danger, the telephone counseling service is the more appropriate option.

A hotline is a first point of contact, not a substitute for treatment. If your concerns about your child persist for weeks, recur, or make daily life unbearable, it makes sense to seek formal help. A family crisis plan can help you be prepared for the next difficult moment: which number to call, which person to contact, and where to go.

Save the most important numbers in a clearly visible place, including on your child’s cell phone. Talk about it calmly: Making a call is a sign of strength.

Rückenwind We’re here to support and empower you as parents through these phases with guidance and coaching. However, only a medical or psychotherapeutic professional—such as those in a child and adolescent psychiatry clinic—can diagnose or treat a mental health condition. Don’t hesitate to take this step if your gut feeling tells you to.