Texters use Crisis Text Line (CTL) to mitigate loneliness and get help with coping skills, de-escalation, and reconnection to care. They are predominantly young, and their experiences mirror those of users of the Lifeline phone service (Gould et al., 2021).
We analyzed anonymized CC reports and voluntary survey data from CTL’s national texting service to understand how the organization is serving people in crisis.
Free and Anonymous
Many helplines (also known as hotlines) provide free crisis counseling and emotional support via phone, text and online chat. They also offer referrals to local services and resources. And most importantly, they are completely free and anonymous.
Busy schedules, juggling responsibilities and dealing with mental health issues can all be overwhelming for adults. Often, all we need is someone to listen and talk through the things that are weighing us down.
With Crisis Text Line, you can text with a trained volunteer counselor for free, anonymous and confidential support. Then you can focus on what matters most.
If you’re a young person of color, you can use the keyword “STEVE” to be connected with a counselor from the Steve Fund. This special keyword is available through our partnership with Crisis Text Line and is designed to increase access to crisis counseling for young people of color. Text STEVE to 741741 and a trained crisis counselor will respond.
24/7
Busy schedules, work, money, and family can all be stressors for adults. Having someone to talk to when things get overwhelming is important. Save the number 741741 in your phone to text with a trained Crisis Counselor anytime you need to talk.
Many helplines (also known as hotlines or crisis lines) provide free, immediate crisis counseling and emotional support over the phone, online chat, or through a text messaging service. Some also connect you with local services for additional support. They are available 24/7 so that you can reach them when you need it most. They can provide a judgment-free space to talk through your experience and emotions, or even just listen. Their goal is to help you move from a “hot moment” to cool and calm.
Trained Counselors
Immediately following each crisis text conversation, Crisis Text Line (CTL) volunteers are asked to complete a brief survey on the quality of their conversation. We analyzed data from the surveys completed by CTL CCs on conversations that occurred at least 10 times during a 12-month period. The results showed that a majority of texters reported feeling less depressed, overwhelmed, or suicidal at the end of their conversation, despite some differences in race and perceived levels of CC empathy.
During training, volunteer CCs learn to communicate with people in crisis using active listening and responding skills. They also receive information on risk assessment and suicide prevention. The volunteer experience provides a unique opportunity to build professional skills, gain volunteer hours, and connect with the community. The CCs are trained to provide person-centered care, which is tailored to each individual. This includes assessing the strengths, needs, and goals of each person who calls or texts 988 for help.
Get Help
Crisis Text Line is a national service that connects people with trained specialists through free, anonymous texts. The service can be used by anyone in the US and is available 24/7. The volunteers who work for Crisis Text Line have completed 34 hours of training on reflective listening and collaborative problem-solving.
If you are experiencing a mental health crisis, text 741741. You will be connected to a Crisis Counselor who will listen and offer empathetic support without judgement. You can have a back and forth conversation that lasts as long as you need it. The counselor will help you find local resources and support and will de-escalate the situation. Emergency services are notified in less than 1% of situations.
The Steve Fund has created a keyword, STEVE, that young people of color can use to get connected to a trained crisis counselor at Crisis Text Line. They encourage all teens to save the number 741741, and know that it’s there when they need it.