The Crisis Text Line is a 24-hour, anonymous hotline that provides emotional support, information, and other resources to individuals experiencing a crisis. The text messaging service is available to all New York State residents and can be accessed by typing “HOME” to 741741. Those wishing to text the Crisis Help Line should call 911 for an emergency. If someone is experiencing a crisis and needs immediate assistance, they can also contact their local public health department.
A text message is not an instant connection, so the Crisis Text Line must be available around the clock. To make sure the line stays open and responsive, the organization needed a communications platform that could handle high messaging volumes, triage messages based on their severity, and scale easily as the organization grew. The team chose a platform that would allow the line to measure response times in minutes rather than days. The average response time is 1.4 minutes.
The Crisis Text Line is dedicated to providing 24/7 support to individuals who need help. Because text messaging is asynchronous and halting process, the message is often not received immediately. The young person contacting the Crisis Text Line may be waiting in line or in the car before soccer practice. However, text messages are more likely to be read than e-mails, so parents can rest assured that their children are reading and responding to messages.
The Crisis Text Line has three hundred counselors on the phone lines to answer texts at any time. Each counselor averages forty to sixty text messages per conversation. This is considered ideal by the organization. Using a therapeutic technique called mirroring, the Crisis Text Center can help the texter move from “hot” to “cool” situations. By providing a safe and confidential way for people to talk about their problems, the CrisisTextLine is helping them to take their lives back.
The Crisis Text Line’s main goal is to provide free, anonymous support for people in crisis. The service works to de-escalate the situation by helping the texter identify appropriate help in their local area. In some cases, a crisis can only be de-escalated once the texter is ready to engage in a safety plan. That’s why the texting service is such an important tool for those in need.
While the Crisis Text Line is an anonymous, free national resource, it’s essential to have someone available to talk to at any time. Its staff members are trained volunteers who can assist a person through a crisis. Reaching out for help is courageous, but it’s also important to make sure the texter is safe. A trained Crisis Text Line responds within a few minutes of receiving a text. When a message is sent, the person receiving it is not at risk of harm.
A texting crisis can be frightening, and it’s important to get the right help. The Crisis Text Line is available around the clock and offers free, confidential support. Users can text MHA to 741741 and reach a trained Crisis Counselor in a crisis. You can call a member of the staff at any time, but it’s not necessary to speak to them directly. A phone call is also available for emergency situations.
The Crisis Text Line’s staff members are trained to provide immediate help to a crisis texter. Because it’s anonymous, people can feel comfortable texting with a trained counselor. Moreover, you can be assured that your message will be read and understood by someone who is in a crisis. When you text a crisis, you are not alone. You can reach the help you need. It’s free, confidential, and always there to listen.
Because of the high volume of text messages, the Crisis Text Line must be available 24 hours a day. Because of this, the organization needed a communications platform that could handle high volumes of messages and scale with its growth. The chosen platform should also be flexible enough to accommodate the organization’s needs. The response time to a text message is measured in minutes or days. If a message is urgent, the Crisis SMS Helpline will alert the appropriate emergency services.