With the national 988 crisis number launching in 2022, understanding the people who use text-based crisis services is more critical than ever. The authors analyzed secondary data (de-identified CC reports and voluntary texter post-conversation surveys) from 85,877 conversations at CTL.
This nonprofit pairs trained volunteer Crisis Counselors with cutting-edge technology to provide empathetic support over text. This helps people manage their distress and connect with resources.
Our Mission
Crisis Text Line is a tech-forward nonprofit that pairs human connection and data privacy to help people in distress. In the last eight years, we’ve provided free, text-based crisis support in over four million conversations, including highly specialized help for people from underserved communities. We’re committed to bringing empathy and compassion to all parts of the world, regardless of gender, age, or race.
Every member of the community (volunteers, trainees and staff) must agree to abide by this Code of Conduct and other applicable policies that protect the privacy and security of those we serve through the Platform and Community. Violations of these and other policies may result in disciplinary action up to and including dismissal from the volunteer program.
Taking photos or videos, livestreaming, and sharing Platform content, messages exchanged with texters, training materials, or other information about the Community is strictly prohibited.
Our Vision
Providing free and confidential, 24/7 text-based mental health support and crisis intervention to anyone in the United States. By using mobile technology and a community of volunteer Crisis Counselors, they have de-escalated crises, connected people with help, and saved lives.
Their success depends on a strong and engaged community of volunteers. Katelyn Gillum, the Director of Community at Crisis Text Line, leads a team dedicated to cultivating this community and ensuring that all volunteers have a positive experience.
Katelyn’s team identified the need for a new platform to better support volunteers. The existing community platform lacked moderation and integration capabilities, so the team partnered with Higher Logic Vanilla to provide a customized solution that will help Crisis Text Line continue their mission. The team launched the new platform in eight weeks and immediately saw significant gains in engagement. They credited Higher Logic Vanilla’s understanding of community management best practices and versatility in customization and integration.
Our Approach
We provide texters with empathetic support and a safe place to talk. Our volunteers are trained to listen without judgment, ask questions, and offer resources. They can’t offer medical advice but will help you find the right support for you.
If a texter is at immediate risk, our clinical supervisors will work with them to collaborate with first responders or local service providers to get them the help they need. Our volunteers can also refer a texter to a mental health professional for ongoing care if they feel comfortable.
We surveyed nearly 2,500 volunteer Crisis Counselors about how their experience at CTL shaped their lives, relationships and communities. They reported that volunteering gave them skills, practice and a platform to make a difference while improving their own mental health. They also found that the experience was a powerful way to fight racism and discrimination.
Our Resources
Whether you’re a young person of color who feels down or stressed, or you’re a friend or family member concerned about someone you know, our resources are available to anyone 24/7. Simply text STEVE to 741741 and you’ll connect with a trained Crisis Counselor.
We are able to provide free, confidential support through text and live online chat for those experiencing mental health crises in English and Spanish. We offer bilingual support because of the significant population of Spanish speakers in the United States and their need for mental health assistance.
You never know who might need us — so please help us spread the word by sharing this page. You can also encourage others to text CONNECT to 741741 to get connected to a volunteer Crisis Counselor.