Crisis Text Line offers free, confidential support through a medium people already use and trust: texting. It’s safe, effective, and accessible 24/7.
We surveyed past and current volunteer Crisis Counselors to understand how their work has shaped their lives, relationships, and communities. The results have implications for how CTL operates in the future.
Become a Volunteer
Become part of a team of 39,000 volunteers and engage in text-based crisis conversations with people across the United States. The nonprofit combines the power of trained volunteers and cutting edge technology to offer free, 24/7 crisis support via text messaging. Its goal is to help those in a mental health emergency find the resources they need to get better and stay safe.
It’s not always a life-threatening crisis — sometimes stress from work or family, finances, or housing is what’s making someone feel overwhelmed. But they still need to know they can talk to someone about their feelings.
The first step is to consent to a background check, which ensures that volunteers don’t have a history that would prevent them from working on the platform. After that, you complete the training course. You then agree to work on the platform in shifts that are 2 hours long. Each volunteer is assigned a Supervisor and a Coach to provide them with support and guidance when they’re on the platform.
What to Expect
JD: The majority of the conversations are around relationships, people either on the cusp of a breakup or coming off of one. They’re also talking about things like access to resources, or the lack thereof. It’s a very different experience, it’s very challenging at times. You have to be really prepared to listen and be available for whatever is going on for someone.
As a volunteer, you’ll be expected to complete 2 2-hour shifts each week. It’s important that you do this for the safety and security of the texters. You must be committed to Crisis Text Line’s training and policies.
Training
Crisis Text Line is a free, anonymous, 24/7 texting support service. It’s designed to help alleviate depression, anxiety and suicidal thoughts. SUNY has partnered with this organization to offer a free, confidential and anonymous texting resource for students, faculty and staff during the COVID-19 pandemic. To begin a conversation, text HOME to 741741.
Upon accepting applicants, volunteers go through a 34 hour training that can be completed at one’s own pace from anywhere in the world. The training is a combination of video lessons, quizzes, live role plays, on-platform observations and trainer mentoring.
CCs are trained to provide person-centered care during the conversation. This means empathetic listening, asking questions and reflecting back on what is said. The goal of the conversation is to get the texter to a safe place. This may involve providing resources to seek further help, or it may just be having a back and forth texting conversation. The study also aims to examine whether texters’ perceptions of CTL effectiveness is related to their personal characteristics, their engagement with their CC, and their perception of their CCs’ genuine concern.
Getting Started
Getting started as a Crisis Text Line volunteer is easy. Complete the online application, which includes a background check, and then complete your training. Once you’ve completed the training, you can sign up for shifts on the Crisis Text Line platform and begin your work.
If you’re having a crisis, text HOME to 741741. You’ll be connected with a trained Crisis Counselor who will talk with you and listen. They will also help you with a plan to stay safe. They’ll never contact CPS or your parents. They’ll only alert emergency services if there is a danger of harm to yourself or others.
Crisis Text Line (CTL) is the largest provider of text-based crisis support in the U.S. Our study evaluates texter satisfaction and perceived effectiveness of CTL conversations using anonymized CC reports and voluntary survey responses collected by the CTL research team. Our results suggest that for many texters, crisis texts can provide relief from a difficult or dangerous situation.