We know that some people feel more comfortable texting than talking–in particular, youth. Now Crisis Support Services of Alameda County (CSS) offers a special text line set up for Alameda County, CA, youth to text with the Crisis Line. Alameda County adults are also welcome to text our program.
Standard message and data rates may apply. Texting with services on the 20121 short code is free on these carriers: Verizon Wireless, AT&T, T-Mobile, MetroPCS, Sprint, Cricket, Nextel, Boost, Virgin. For all other carriers it’s “standard rate”, which is whatever you pay for messages in your cell phone plan.
Text Line FAQ
What can I expect when I text the line?
After texters send the word SAFE to 20121 to start a session, they will immediately receive auto messages letting them know they have texted our Text Line Program. If it is during our operating hours, they will then receive a message from a trained counselor within a few minutes. Counselors will not judge. They are supportive listeners.
Do counselors ask lots of personal questions?
Counselors might ask texters how their day has been going, how they are feeling, and they may ask texters if they are having any thoughts of suicide or having any thoughts of wanting to self-harm for purposes other than to kill themselves. We like to check in with texters. Counselors might ask other personal questions, too.
Do counselors have advice or resources?
Counselors may have their own ideas of what a texter should do; however, usually the person best suited to give advice is the texter themselves. That means that a counselor will work collaboratively – like being on the same team – with a texter, to help them come up with the best plan for themselves. Counselors do have some resources and might ask texters if they are interested in hearing them.
Do texters have to answer everything? What do texters have to say?
Texters can reveal as much or as little of their personal information as they want. We see the phone number, but nothing else.
What do people text about?
Loneliness and isolation, bullying, dating challenges, friendship problems, family issues, grades, suicidal feelings, self-harm, and more.
Texters can reach out for many different reasons. Above are just a few reasons. They may have had a hard day, or feel isolated, or want to talk about feeling confused, angry, sad, or any other feeling. Sometimes they text because they are experiencing feelings of depression, wanting to kill themselves, or hurt themselves in order to cope. And sometimes they don’t know why they text us, but by the end of the text session they feel better. Often people need a place to vent to someone who cares, who listens with no judgment, and who can ask the right questions.
Is this service confidential?
Texters can reveal as much or as little of their personal information as they want. We see the phone number, but nothing else.
For the most part, yes, this service is confidential. These are some of the exceptions to confidentiality: for instance, child or elder abuse, underage sex with someone much older or forceful, or if the texter’s life is in immediate danger.
For example, child abuse could be a problem if someone who is older or more powerful is hitting an underage texter in their family, or putting them in unsafe conditions. We will report that so that we can get help for that texter and the texter’s family.
If a texter’s life is in immediate danger, we will tell someone else to help keep that person safe. This might end up being a parent, or emergency services, like the police. That is the very last resort, however. We like to do the least invasive measures to keep people safe. (See next question)
Can texters talk about suicide and self-harm and keep their privacy?
We will not take any steps to break confidentiality if a person is just talking about feelings and urges. People often text us about their thoughts of suicide and self-harm. We never report it if that person’s life is not in immediate danger. We will listen and support that person to feel better. It is important to have a place, such as our text line, where people can express difficult thoughts, without worrying that their privacy will be disrupted. We often find that after we have texted with someone and spent time listening in a supportive manner, that by the end of the session the person feels better and has a plan for staying safe.
Do you ever use texters’ information?
We write reports and study our text sessions to improve our services. But we always keep texters’ identities anonymous and do not share their personal information. Sometimes we study our text sessions to understand how we can help people better. We like to ensure that we are providing the best service possible. At times we will take the aggregate, combined, anonymized information and write reports. For instance, in 2013-2014 about a third of our texts that talked about relationship issues, and also a third of our texts included some reference to self-injury, also called non-suicidal self-Injury.
Links to Resources for Youth
- Teen Line
Teen-to-teen hotline with online forum and more - Your Life Your Voice:
Chat, text, email, phone, and online forum - The Trevor Project
Text, chat, and phone support for LGBTQ youth - Planned Parenthood
Sexual health information and chat line - RAINN Rape Abuse and Incest National Network
Phone and chat hotline
The Crisis Support Services Text Line program uses PreventionPays™ for its texting platform. It is a secure, enterprise website and database developed according to HIPAA guidelines. PreventionPays™ has worked for over 10 years with agencies within the health and human services. For more information and help: http://www.preventionpaystext.com/policies/ or text “Help” to 20121
Funded by Alameda County Behavioral Health Care Services through the Mental Health Services Act (Prop 63)
