Users of text-based crisis services often report that the anonymity and discretion of this mode of support facilitates help seeking in settings where it may be uncomfortable or unsafe to make a phone call. However, few studies have investigated users’ perceptions of the effectiveness of these services.
This study uses data from the largest national crisis line to explore users’ experiences with this new modality of support.
Our Mission
When someone in crisis texts 741741, they’ll get a text back from a trained Crisis Counselor who will support them through whatever they need. Sometimes that means providing resources to help them find further help, and other times it just means being there for them and listening. The goal is to get them to a calm, safe place.
Our volunteers make this work possible, and we know that volunteering at Crisis Text Line shapes their lives in many ways. We recently surveyed them to learn more about how this experience has impacted their relationships, careers, and communities.
In addition to building a data culture, Whole Whale worked with Crisis Text Line to configure Google Analytics to provide a clear picture of the organization’s performance and progress towards its goals. This allows them to act on data to drive their mission forward, and ensure the organization is maximizing its potential to reach people in need. You can see the results of this project in our report.
Our Services
Using the dominant communication method of today–text messaging–Crisis Text Line provides immediate support to people in crisis across the United States. Individuals in distress can reach out by texting 741741 and a trained Crisis Counselor will respond within minutes, 24/7, to help assess their situation, de-escalate their risk, and craft a plan for continued safety.
The nonprofit is able to offer these conversations free of charge thanks to donations. Unlike a hotline call, Facebook messages are encrypted and texters’ identities are anonymized. Messages sent to these national resources are reviewed and vetted by volunteers before they’re sent out, and volunteer Crisis Counselors are alerted to high-risk texters so that they can connect them with emergency services or other local resources.
The organization engages in an active rescue (the intervention of emergency services) in less than 1% of crisis calls and works to identify the best options for texters, which may include other service providers, community-based organizations, or peer-to-peer support. CTL also encourages texters to use its directory of community resources and partners.
Our Staff
The Crisis Text Line team is dedicated to supporting individuals experiencing emotional crisis. They work to empower people in the United States to take control of their own mental health by providing a safe space through texting. They provide confidential, 24/7 text-based support and crisis intervention in English and Spanish.
The crisis line is made possible by volunteers who are trained to help individuals in distress through a back-and-forth texting conversation. These volunteers are located across the country and have a diverse range of experiences. Their expertise includes identifying risk factors and de-escalating crisis situations.
As CEO, Dena leads Crisis Text Line through an innovation-first mindset, prioritizing accessibility, empathy, and empowerment. She has a deep commitment to leveraging technology for good and has led numerous projects that use data science, artificial intelligence, and innovative technology to scale mental health services on a global level. In addition to her role at Crisis Text Line, she has served on multiple boards including DonorsChoose and FuseCorps.
Our Volunteers
As one of the largest text-based crisis intervention services, volunteers use a web-based platform to connect with people experiencing bullying, self harm, and suicidal thoughts. They receive training before being matched with a caller. Crisis counselors then support the person by texting, calling or emailing them to help them feel less alone.
Volunteers are asked to work a minimum of 2 2-hour shifts per week. They also must consent to a background check before they can begin volunteering.
The organization is staffed by volunteers who are passionate about making an impact in their community. Crisis Text Line volunteers have found that volunteering for them has impacted their mental health, relationships, and communities in positive ways.