Crisis Textline
What you'll learn - correct answer ✔Our approach to crisis intervention
About our Platform
Skills needed to support people in crisis
Introduction modules - correct answer ✔you'll reflect on who you are and
what brought you to this volunteer opportunity. These modules focus on social
identities, intersectionality, and equity.
introduction is first because who you are and what brought you here will
impact how you do this work
Remaining content divided into four parts - correct answer ✔Part 1: The
Foundation
Foundation for supporting people in crisis via text. We'll introduce you to how
we approach crisis conversations, the techniques you'll use, and what to
expect when using our Platform.
Part 2: The Conversation
learn how a Conversation looks and feels and, most importantly, how best to
respond to texters. You'll see plenty of examples and will get the opportunity
to practice each part of a conversation.
Part 3: The Platform
,learn about the Platform and how it works. You'll take a tour, watch a Crisis
Counselor take conversations, and read about policies and procedures that
keep both you and texters safe.
Part 4: The Support
learn about the Support you can expect from us. We'll talk through the tools to
help you schedule shifts, the resources to grow your skills, and the fun ways
we plan to celebrate the work you do.
Help and FAQ - correct answer ✔If at any point you have questions related
to Canvas, assignment submissions, or grading, see our Trainee Support
Guide. For additional tech support issues, email . For
questions about course content and improving your skills, email your Coach. If
you have both tech-support and content questions, we ask that you email
and your Coach with those inquiries separately. It helps
us with internal tracking, and it gets you the answers you need more quickly
from the people who have them!
How my coach will support me - correct answer ✔Answer questions you
have about training and volunteering
Provide feedback on practice activities and explain automated feedback
Support you during your time in training and as a Crisis Counselor
Who we are - correct answer ✔We (and our volunteers) practice active
listening and empathy to help texters move from a hot moment of crisis to a
cool calm.
We have five core principles that drive our unique approach to crisis
intervention.
Free, confidential, available 24/7
, Five core principles - correct answer ✔1. Human first - We believe people in
pain deserve human-to-human, non-judgemental empathy. It's brave to reach
out for help, and that bravery deserves human kindness in return. This also
means our volunteer community receives human support. Your main sources
of support are Coaches and Supervisors. Coaches are your support off the
Platform, including in training. They're your go-to person for questions about
your skills, your commitment, and your experience. Supervisors are your
professional, real-time support on the Platform, watching every conversation
and providing guidance.
2. Non-Discriminatory - We're here for all people in pain. We support
individuals regardless of issue, age, race, religion, sexual orientation, or
gender identity. We also have volunteers from different backgrounds and all
levels of experience.
3. Focus on Crisis Intervention - We provide crisis intervention that empowers
texters. This means you are only guiding the conversation; the texter is
actually coming up with the next steps.
Crisis intervention is not therapy, nor is it long term support. We're in-the-
moment support via a channel that many people feel comfortable using—text.
Our team of Supervisors are crisis intervention experts who are always there
with you in real-time while you talk with texters. Together, the #1 thing we can
do is show texters they have a safe space to share and be heard.
4. Have best In Class Technology - We believe texters and volunteers around
the world deserve fast, reliable technology that meets them where they are.
Our dedicated engineers and product team help build the Platform and protect
its infrastructure. This allows texters to use their mobile phones or apps to
reach us while you respond on our secure platform using your computer.
5. Were Secure - We adhere to the highest data security and privacy s
What you'll learn - correct answer ✔Our approach to crisis intervention
About our Platform
Skills needed to support people in crisis
Introduction modules - correct answer ✔you'll reflect on who you are and
what brought you to this volunteer opportunity. These modules focus on social
identities, intersectionality, and equity.
introduction is first because who you are and what brought you here will
impact how you do this work
Remaining content divided into four parts - correct answer ✔Part 1: The
Foundation
Foundation for supporting people in crisis via text. We'll introduce you to how
we approach crisis conversations, the techniques you'll use, and what to
expect when using our Platform.
Part 2: The Conversation
learn how a Conversation looks and feels and, most importantly, how best to
respond to texters. You'll see plenty of examples and will get the opportunity
to practice each part of a conversation.
Part 3: The Platform
,learn about the Platform and how it works. You'll take a tour, watch a Crisis
Counselor take conversations, and read about policies and procedures that
keep both you and texters safe.
Part 4: The Support
learn about the Support you can expect from us. We'll talk through the tools to
help you schedule shifts, the resources to grow your skills, and the fun ways
we plan to celebrate the work you do.
Help and FAQ - correct answer ✔If at any point you have questions related
to Canvas, assignment submissions, or grading, see our Trainee Support
Guide. For additional tech support issues, email . For
questions about course content and improving your skills, email your Coach. If
you have both tech-support and content questions, we ask that you email
and your Coach with those inquiries separately. It helps
us with internal tracking, and it gets you the answers you need more quickly
from the people who have them!
How my coach will support me - correct answer ✔Answer questions you
have about training and volunteering
Provide feedback on practice activities and explain automated feedback
Support you during your time in training and as a Crisis Counselor
Who we are - correct answer ✔We (and our volunteers) practice active
listening and empathy to help texters move from a hot moment of crisis to a
cool calm.
We have five core principles that drive our unique approach to crisis
intervention.
Free, confidential, available 24/7
, Five core principles - correct answer ✔1. Human first - We believe people in
pain deserve human-to-human, non-judgemental empathy. It's brave to reach
out for help, and that bravery deserves human kindness in return. This also
means our volunteer community receives human support. Your main sources
of support are Coaches and Supervisors. Coaches are your support off the
Platform, including in training. They're your go-to person for questions about
your skills, your commitment, and your experience. Supervisors are your
professional, real-time support on the Platform, watching every conversation
and providing guidance.
2. Non-Discriminatory - We're here for all people in pain. We support
individuals regardless of issue, age, race, religion, sexual orientation, or
gender identity. We also have volunteers from different backgrounds and all
levels of experience.
3. Focus on Crisis Intervention - We provide crisis intervention that empowers
texters. This means you are only guiding the conversation; the texter is
actually coming up with the next steps.
Crisis intervention is not therapy, nor is it long term support. We're in-the-
moment support via a channel that many people feel comfortable using—text.
Our team of Supervisors are crisis intervention experts who are always there
with you in real-time while you talk with texters. Together, the #1 thing we can
do is show texters they have a safe space to share and be heard.
4. Have best In Class Technology - We believe texters and volunteers around
the world deserve fast, reliable technology that meets them where they are.
Our dedicated engineers and product team help build the Platform and protect
its infrastructure. This allows texters to use their mobile phones or apps to
reach us while you respond on our secure platform using your computer.
5. Were Secure - We adhere to the highest data security and privacy s
