Crisis Text Line is a free service that offers support via text message. Anyone can text the word HELP to 741741 and be connected with a trained counselor.
But the nonprofit has been rocked by allegations of microaggressions, racism, favoritism and overwork. Several staffers including *Steven have left the organization.
How It Works
Those using the service can text a keyword like “help” or “hereforyou” to connect with a trained crisis counselor. They can then talk through whatever is causing them stress, whether it’s depression, anxiety or suicidal thoughts, or if they are homeless, in a car accident or experiencing physical abuse.
Depending on the situation, the counselor will help the person de-escalate and problem-solve, and can even alert emergency services if necessary. The goal is to empower the person, and volunteers are taught to empathize with their clients rather than interrogate them.
The organization also offers a new tool called Kids Help Phone, which aims to address the unmet mental health needs of youth of color. Teens can call or text a keyword such as “STEVE” to connect with a counselor 24/7. They can also chat online with a live counselor through the website. The service is free for AT&T and T-Mobile customers, but standard messaging rates apply with other carriers.
Texting With a Counselor
When a person texts REACH to 741 741 from anywhere in the US, they’re connected to a trained Crisis Counselor. It’s a free and confidential service that provides emotional support and information about local resources.
The volunteers are taught to empathize with texters rather than interrogate them. “A statement like, ‘Hey, I’m here for you,’ can be just as effective as asking, ‘What’s going on?’” Raja says. The counselors also avoid offering advice—they encourage people to suss out their own solutions by prompting them to identify options and weigh pros and cons.
This approach is in line with the evidence base supporting the effectiveness of counseling over text. It’s important to note, however, that tone doesn’t come through well in written communications and body language can be missed. This is one of the drawbacks to therapy via text or online.
Texting with a Teen
Texting is a fast and convenient way for teens to communicate, but it also can hide their tone and emotions. When they’re communicating over text, they can be sarcastic or even offensive without anyone ever knowing it. They can be mean, or they could be trying to sound funny by using slang words like “fit AF” or emojis that represent body parts.
Teens are still learning how to express themselves in an effective way over text, so it’s important that we provide them with appropriate boundaries for this form of communication. They should not be texting while driving or during meals, religious services or family gatherings. They should also be informed that sexting is often associated with negative psychosocial outcomes.
Teens can access Crisis Text Line at any time, 24/7 by texting HOME to 741741. Crisis counselors are trained volunteers who can talk with someone about anything that’s stressing them out or making them feel hopeless.
Texting with an Adult
Whether a texter is worried about their relationship, job or school, the counselors are there to listen. People are not asked their names, so they can talk freely about whatever is bothering them. They can also ask for help for a friend or loved one in need.
This study examined texters’ perceptions of their CCs’ genuine concern and effectiveness as measured by whether they felt the conversation was helpful, less depressed or overwhelmed, and more hopeful or less suicidal at the end of their text intervention. It also analyzed the associations between these outcomes and various covariates including symptom level, topics discussed in their conversations (“issue tags”), and the frequency with which they had their CTL conversation.
The research team analyzed anonymized and de-identified CC reports and voluntary texter surveys gathered from all CTL conversations except for those that required an active rescue (intervention by emergency services). These data were obtained from the national non-profit Crisis Text Line, which provides free, 24/7 crisis support via SMS to anyone in the United States.