Whether a texter is dealing with depression, anxiety or the end of a relationship, crisis counselors are trained to help. The conversations can be as long as needed, and the service is completely free.
But this high-profile nonprofit has seen its share of controversy. In 2020, employees of the organization staged a virtual walkout to protest alleged misconduct by its ousted CEO.
What is the Crisis Text Line?
Using empathetic and compassionate communication, Crisis Text Line volunteer Crisis Counselors help individuals stay safe and healthy by offering support and suggested referrals. All conversations are confidential and take place through a secure platform.
Whether it’s about suicidal thoughts, drug abuse, relationship struggles or something else, the back and forth of a Crisis Text Line conversation helps individuals sort through their feelings. A typical conversation lasts about 45 minutes. Depending on the person’s needs, it may be recommended that they talk to their doctor or other professional or seek emergency services.
A person can also text a keyword, like “4hope,” to 741741, and will be connected to a trained Crisis Counselor within 5 minutes. This service is available 24/7 nationwide and does not require any identifying information or appear on your phone bill. Those who are at the highest risk of suicide, such as those with a history of depression or anxiety, have a lower chance of reporting that their Crisis Text Line conversation was helpful or left them feeling more hopeful.
How to Use the Crisis Text Line
Balancing school, friendships and responsibilities at home can be a lot for teenagers to handle. They can text BRAVE to 741741 to get connected with a Crisis Counselor who will listen and support them through what’s going on in their life.
After a two automated responses (one that lets them know they’re being connected with a Counselor, and one that invites them to share more), they’ll begin a back and forth conversation via text, at their own pace. The Counselors are trained to empathize, not interrogate, and they never push a texter to share more than they’re comfortable with.
The Counselors can help them de-escalate their situation and identify resources to seek help locally. They’ll work with them to create a safety plan if they’re at risk of self-harm or a medical emergency, and they’ll connect them with law enforcement or first responders if necessary. They also encourage them to use their local suicide hotlines if they need additional help.
What to Expect from a Conversation with a Crisis Counselor
In addition to texting, the national suicide prevention hotline also offers chat and video options. When you initiate a chat, you will receive a message with an estimated wait time. As soon as a counselor becomes available, they will ask questions to better understand your situation and help you work out a plan of action.
One challenge that crisis counselors face is determining whether a client is suicidal, Martinez says. People in a state of emotional crisis often have tunnel vision and return to one feeling or experience over and over, she adds. That can make it difficult for counselors to tell when a caller isn’t in immediate danger.
De-escalation is another important part of crisis counseling, Larson says. That includes using mini versions of skills like deep breathing that counselors may use in long-term sessions with clients. It also involves reassuring the caller that they are safe, and making sure they know how to reach out again and other local resources, such as walk-in crisis clinics and emergency hotline numbers.
Resources
After a back-and-forth texting conversation, Crisis Counselors can help the person in need find local resources to support their mental health and safety needs. This might mean finding a therapist or a counselor who can help manage triggers and symptoms. Sometimes, it means finding a shelter or other safe place to stay. They may also refer someone to emergency services in a dangerous situation.
Crisis Counselors are trained to empathize with their texters, rather than interrogate them. “It’s important to remember that this is a safe space for anyone in need,” says Raja. “It’s not about asking people questions about their actions or what they are doing.”
NAMI HelpLine staff and volunteers have compiled this directory of outstanding resources that teens and young adults can use to meet their unique needs. Find more helpful information in the teen and young adult mental health resources section of our Resource Center. You can also access this information via our mobile app and by searching the Crisis Text Line keywords in our mobile directory.