Crisis Text Analysis

Crisis Text Line: Notes
• The Platform: When someone texts into Crisis Text Line, they’re doing so from their phone, but our crisis counselors use our proprietary platform, which you’ll access on your computer. It’s critical that you use a computer with a strong internet connection and ALWAYS log out of the platform when you step away or are done with your shift.
• Queue Health: Represented by a traffic light. This shows all relevant stats for what’s happening on the platform. It tracks four important things: o Number of conversations that are happening/number of crisis counselors online o Number of people waiting in the queue for more than five minutes o Number of supervisors online o Number of high-risk conversations
• Global Chat: The chat …show more content…
Using tentafiers allows you to get clarity on how the texter is feeling while still helping the texter to feel in control
• Open-ended questions: Asking anything that can’t be answered by “yes” or “no.” This is important because it encourages the texter to expand on their thoughts
• Empathetic Responses: The formula for doing this is using a Tentafier + a Strong Feeling Word + Source of Feeling
Example: “It sounds like you’re feeling furious because of your parents’ inflexible …show more content…
My girlfriend won’t respond to my texts to apologize after our fight yesterday.
Arguments can be overwhelming, especially with significant others. It sounds like you care about her a lot and want to make things right.
• Identify the problem and explore: You’ll need to understand the texter’s experience to be helpful o Identify the precipitating event
 What brought the texter to Crisis Text Line today?
 Bring a sharper focus on the meaning of events for the texter o Dive deeper into the central problem
 Asking and encouraging them (Tell me more, go ahead, etc.)
 Exploring emotions around the crisis while avoiding unnecessary fact-based