Crisis Text Line
Business Profile
Core Value Proposition
Crisis Text Line provides free, 24/7 confidential mental health support via text, connecting texters with trained volunteer Crisis Counselors.
Target Customer
Individuals in mental health crisis seeking immediate, text-based support; English and Spanish speakers in the United States and affiliated regions (UK, Canada, Ireland). Organizations seeking to partner or use crisis-text services (affiliates).
Key Differentiator
Free, 24/7 confidential text-based crisis intervention powered by a global network of volunteer Crisis Counselors, with bilingual (English/Spanish) capability and remote accessibility.
Implementation Timeline
{"texters":"Immediate access 24/7 via text","volunteerOnboarding":"Two-week training cohorts (free, 15-hour online training) followed by first shift","volunteerCommitment":"Crisis Counselors commit to 200 hours of conversations"}
Pain Points
- 1Lack of readily accessible 24/7 mental health support
- 2Barriers to traditional hotlines (cost, stigma, accessibility)
- 3Need for immediate, text-based crisis intervention that is confidential and scalable
Key Features
- 1Text-based crisis support via SMS (Text HOME to 741741 in the US) with a live volunteer Crisis Counselor
- 2Free, confidential, 24/7 availability
- 3Multichannel options (text, chat, WhatsApp) and international support
- 4Volunteer program with remote, home-based participation
- 5Bilingual English/Spanish support and international affiliates (UK, Canada, Ireland)
Target Customer Industries
Decision Makers
- 1CEO
Client Results
- 1Over 11 million conversations in the U.S. since 2013
- 2Over 350 million messages exchanged by Crisis Text Line volunteers
- 3A majority of texters report a positive change in mood
Competitive Advantages
- 1Free for texters and supported by donations
- 224/7 availability and confidential support
- 3Remote, flexible volunteering from home
- 4Bilingual (English/Spanish) support
- 5Global network with international affiliates
- 6Structured volunteer training (free, 15 hours) and ongoing supervision
Key Benefits
Case Studies & Success Stories
Example exchange between a texter and a Crisis Counselor
Demonstrates empathetic listening, support, and collaborative problem solving to move a texter from a crisis moment toward coping strategies.
Additional Product Information
Product Description
A free, 24/7 confidential text-based mental health support service delivered by trained volunteer Crisis Counselors, with multilingual capabilities and international affiliates.
Target Market
Individuals in crisis seeking immediate, text-based mental health support in the U.S. and select international regions; organizations seeking affiliate partnerships or crisis-text solutions.
Unique Value Proposition
Free, round-the-clock, text-based crisis intervention powered by a global, volunteer-driven network with bilingual support, accessible from home at any time.
Technical Requirements
Texters require a mobile device capable of text messaging; volunteers need secure internet access and a personal computer; volunteers undergo a 15-hour training and background check; 200 hours of texter conversations required for completion.
Pricing Model
Free for texters; ongoing fundraising/donations to support operations
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