. >> reporter: walking among redwood is one way jim giffin it takes a breath and break from call that can be extremely intense, as people cry out for help. >> when a fellow human being reaches out in a dark time, and they have no one, i want to be able to volunteer my time to be that someone. >> reporter: he volunteers to answer calls. federal officials say there has been a 35% surge to 988 in its first year of operation, compared to the old 10 digit line. for jim, it is personal. >> i have members of my family that struggle with addiction and continue to struggle with addiction. >> reporter: we visited buckley programs in nevada, as it lost the three digit line. it is one of 12 call centers across california that are part of the national network. 100% of their calls this past year were considered high risk of suicide. >> we have the ability to give and help and steer them in the right direction. in many cases. >> reporter: but awareness of compassionate call takers, the service they provide, and help connected to it remain a challenge. only 18% of adults in the country are aware of 9