The service is free and confidential. Individuals can text HOME to 741741, and Crisis Counselors will use active listening and safety planning skills to help them work through their situation.
Using latent class analysis, we examined how psychosocial issues differed across frequency of hotline usage and conversation numbers. Results indicated that distinct subgroups of texters emerged based on presenting psychosocial problems.
What is the Crisis Text Line?
Texters can reach out to crisis lines when they’re struggling with things like anxiety, depression or thoughts of suicide. A trained volunteer, or “Crisis Counselor,” will reply to the texter with information about services in their area.
The goal is to help the person in crisis feel empowered, not like a victim. The counselor will often help the texter to make a safety plan and connect them to local resources. Emergency services are alerted in less than 1% of crises, as the focus is on de-escalating and helping the person create a safety plan.
The organization recently partnered with Loris, a company that offers conversational AI that helps customer service representatives express empathy more effectively. One testimonial from a meal delivery service called Freshly, said the software made its team more productive and empathetic. But critics say the partnership raises concerns about privacy and ethics. Loris collects and analyzes information that is collected and shared with Crisis Text Line, including the content of text messages and voice calls.
How can I use the Crisis Text Line?
Crisis Text Line is a free, anonymous resource that can be used 24/7. Anyone can access it by texting “HOME” to 741741. The first time someone texts HOME, they will be connected with a trained counselor who will help them navigate a crisis situation by asking questions and actively listening.
Counselors are taught to empathize with their texters, rather than interrogate them, and they don’t ask about a person’s background unless it seems relevant to the conversation. Instead, they often encourage a person to consider their own options by prompting them and encouraging them to identify solutions and weigh pros and cons.
Depending on the situation, counselors will continue to chat with the person until they determine that they’re in a safe place or that they have enough support. For some, that might mean connecting them with mental health resources in their area or collaborating with local 911 centers to dispatch emergency services. For others, it might mean simply keeping in touch until they feel more capable of managing their situation on their own.
What if I don’t want to use the Crisis Text Line?
Text counseling services are a relatively new option for those in crisis or in need of emotional support. While these options do not replace professional counseling, they are an excellent resource for individuals who may not be able to afford traditional in-person therapy or who might have difficulty opening up about their feelings to a friend or family member.
Another reason that text counseling is so popular is that it offers an alternative form of communication for those who are more comfortable with writing than speaking. Additionally, many people are more comfortable discussing sensitive issues online rather than over the phone or in person.
The ability to talk about difficult issues with a trained crisis counselor without being seen or heard can be especially appealing for those with anxiety-related conditions. However, the nature of texting also reveals a drawback to this type of helpline: it lacks many of the nuances of verbal communication. In addition, the privacy policies of these services can be confusing and difficult to understand in a moment of crisis.
What if I’m not in a crisis?
When someone you know is in a crisis situation, there are a lot of ways to help them de-escalate. Calling 911 is a great option, but make sure you tell the operator it’s a psychiatric emergency so they can dispatch officers with de-escalation skills in mind. There are also resources like the National Suicide Prevention Lifeline and Crisis Text Line that provide support via chat and text.
However, some people have been left frustrated with these services after having their calls ignored, or receiving unhelpful advice like what Kaley received. It’s important to remember that these hotlines are staffed by volunteers who may not be equipped to handle every type of crisis. However, it’s also important to not give up hope. There are other ways to get support, including reaching out to a friend and using the tips in the article above. The most important thing is that you don’t give up on yourself or the person you care about.