Crisis Text Line, Inc.

CrisisTextLineX

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To learn more about – or provide significant funding to – this project, please contact Lever for Change.

Project Summary

Crisis Text Line provides free, 24/7 support for people in crisis. All via text. We’ve processed 120M messages with an 86% satisfaction rating.We’re also big data—we have the largest mental health dataset that we’ve opened for public learning (crisistrends.org) and academic research (7 papers published, 8 in the next year).We’ve expanded internationally and it's been smooth, despite multilingual needs. What if we offered our expertise as an enterprise solution? For other types of hotlines? For disaster relief efforts? We’ve had 7 groups ask us for our world class technology. What if we built for them? What if we took our stack and offered the software as a service? (1) Hundreds of orgs would have access to world class technology (2) The data would be in one place, with a not-for-profit committed to feuling research, plus a seat at the table in pioneering the future of AI.

Problem Statement

The challenge we’re solving spreads across two industries.1) Non-profit and Community-based Organizations. They are experts in the services they provide and are empathetic toward the folks they’re serving. They want to be there for them 24/7 via text, but they don’t have the money or manpower to set up effective crisis services. The available technology solutions for texting are expensive and require strong IT knowledge to set up and maintain. But these organizations are not experts at technology (they’re pouring everything they have into hard things, like trafficking and PTSD)-- nor should that be expected of them. Recruiting best in class tech talent in the nonprofit world is costly so many organizations avoid it. (We’re lucky, our data driven structure and high passion topic helped us attract talent early on.)2) Tech companies. Hotlines are an afterthought for them. They don’t want to work with SMS, they’ve moved on to more exciting things. Plus a lot goes into building hotlines. The sensitive issues discussed on them require implementing the utmost privacy standards. Storing all the data from the conversations require intricate, costly systems. For all the effort they take to make, hotlines aren’t money makers—the organizations that need them don’t have a huge budget for them (see above). So whatever solutions tech companies do make aren’t that great.

Solution Overview

How:Expansion. Our goal is to power hundreds of hotlines and disaster relief orgs through a Software as a Service platform. Our SaaS would make it possible to reach people in need quickly, efficiently, safely, and in a way that makes it possible to learn. We’re thinking broad impact (though we’d argue life saving technology is also deep and intense). We save lives. Literally. Every day we intervene in suicides and homicides. We are the lifeline for LGBTQ kids and dads who just lost their job. Over 66% of texters tell us they’ve shared something with us that they’ve never told another human being. We power system change. Our data corpus fuels research, inspires fact-based journalism, informs smarter policy making.Who:Text skews young, poor, and diverse. In the USA, Crisis Text Line is currently reaching people who are:Young. 75% of our texters are under age 25. And 17% under age 13.Poor. If you take the 10% lowest socioeconomic status area codes, they use 19% of our volume.Diverse. 18.6% of our texters identify as Hispanic and 11% black and 5% Native American.Metrics: KPIs. We’ll help orgs track success the same way we do. We have five Key Performance Indicators (KPI) that we measure daily/rolling 28 days/quarterly/annually. Everyone in the organization could recite these 5 KPIs...and tell you how we have fared in the last 24 hours and 28 days.-Texter volume -Conversations-Active Crisis Counselors-Quality-Wait time

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