Crisis Text Line is a global nonprofit organization that offers free, confidential and anonymous text-based mental health support. It can be accessed by texting HOME to 741741.
The authors analyzed conversations from users who reported suicidality and used latent class analysis to explore distinct classes of texters with different psychosocial issues across frequency of use and conversation subgroups.
What is the Crisis Text Line?
Crisis Text Line is the largest provider of crisis text intervention in the United States. Its volunteers receive training in crisis management and counseling and are supported by full-time supervisors with degrees in counseling, social work, or human services.
Rather than asking a texter to describe their situation, counselors empathize and engage in a back-and-forth conversation. They may offer resources or help them identify a local service, but they never pressure the texter to seek immediate emergency help. The conversations are anonymous and confidential, and the length of the conversation can vary.
Texters to the service are disproportionately young, with 76% being 24 or younger. The results of our study show that this group is more likely to benefit from text-based mental health support than adults, and that they respond positively to CTL’s person-centered approach to suicide prevention. In addition, nearly half of suicidal texters report less suicidal feelings after their conversations with a CC (Gould et al., 2021).
How can I use the Crisis Text Line?
The demands of everyday life — jobs, finances, maintaining a home and family, and so on — can feel overwhelming. If you are struggling, Crisis Text Line and National Suicide Prevention Lifeline are here to support you. Both lines are free and confidential, and you can reach them via text or Facebook Messenger.
When you text BRAVE to 741741, you’ll receive two automated responses: the first informs you that you’re being connected with a counselor, and the second invites you to share more at your own pace. Then you’ll begin a back-and-forth conversation with the Crisis Counselor, who is a trained volunteer.
They are taught to empathize with texters, rather than interrogate them. They ask questions to understand what is happening and to help you sort through your feelings. The goal of the conversation is to get you to a safe place, which often means connecting you to resources in your area. In less than 1% of cases, they may decide to engage in an active rescue, which involves dispatching emergency services.
What if I don’t want to use the Crisis Text Line?
The service is free, and users aren’t required to give their name or identifying information. They also don’t have to text about anything specific, whether it’s suicidal thoughts or a painful breakup. Depending on the situation, a counselor may offer them resources to seek further help locally or just listen and be there for them.
Those who text or call the line are triaged, with those most at risk of harm getting seen first. It’s similar to how emergency room doctors treat people in crisis. “The people who are dying get to see a doctor before the ones with a fever and a runny nose,” Raja says.
However, the term and conditions can be difficult to read in a moment of distress, and some feel that it’s invasive of their privacy. Additionally, some states don’t have laws that protect user data to the same extent as federal law. That’s something the company is working to change.
What if I’m a young person of color?
Many young people of color have had traumatic experiences with traditional service providers. They may have had guidance counselors who didn’t understand their struggles; foster care agencies that pulled them out of their homes; or therapists and case managers who treated them as if they were criminals.
Crisis Text Line staff try to avoid replicating these negative experiences by having a largely self-identified staff of youth of color and by offering a safe space for those who may have experienced trauma. The staff’s diversity also makes it easier for them to empathize with the people they are serving.
Anyone who is feeling down or stressed can use the service by texting STEVE to 741741. A trained Crisis Counselor will respond and they will help the person sort through their emotions. They can also refer the person to other services if needed. The conversation typically ends when the texter feels in a calm, safe place and they feel comfortable letting the Crisis Counselor know.