 So there is an unevenness, and I think that's a real challenge. In New York City, 36-year-old Deonna Petty has contacted 988 nearly 15 times in the past two years. She says her overall experience has improved, but... Sometimes I'm on hold for like at least 15 minutes, and then eventually I just hang up. And even when she's connected with a counselor, the help has been uneven.