Using Texting for Crisis Intervention

1. Using Texting for Crisis Intervention

4. HOW IT WORKS

5. we’re here help Teen sees a CTL sticker on a bathroom stall. Teen texts us. Teen receives immediate reply.

6. Conversation enters the queue, where trained specialists use the CTL platform to engage with teens.

7. 24/7 After the conversation, teen receives follow-up and a reminder that they can text us again. Specialist fills out post conversation report. Data informs improvement of service and evolution of best practices.

8. CTL Nerds, At Your Service

9. TEXTING FOR CRISIS INTERVENTION 101

10. Why Incorporate Text? • Texting is private, mobile, easily accessible, and relatively speaking, inexpensive • Texting is less anxiety provoking, intimidating, and an easier way to reach out for help than calling • Texting reaches a different demographic – younger people who wouldn’t otherwise seek services

11. How is Text Different? • More objective and open • Pace of conversations • Length • Speed • # of concurrent conversations • Communication differences • Ending Conversations • “Teenglish” • Mirroring language and Empowerment

13. Space, the final frontier… Also known as: where are they going to sit?

14. Different Service Delivery Needs Phone, Chat, and now Text! • Phone: Need quiet environment for each person. • Chat and Text: Need open environment for ongoing conversations between volunteers and staff. • Question: How do we support all three needs in one room?

15. Original Design • Space was very tight between and behind staff/ volunteers. • No supervisors were located in the phone room due to space constraints.

16. You give a little, you get a lot!

17. Our new text and chat workspace

18. New Text and Chat Coordinator Space

19. Local vs. National Service But the visitors aren’t from Massachusetts! • 1974 • Only land line phone based services; no cell phones • Long distance charges • 2013 • Mobility of callers – landlines and cell phones • No long distance charges • Keep your number • Text and Chat Services

20. Expanding beyond the state border But the visitors aren’t from Massachusetts! • Calls: More than 50% of calls to Samaritan’s toll free lines in July and August 2013 were from non-MA area codes. • Chat: Since the inception of the Lifeline Chat program in 2012 Samaritans opened their door to national service delivery and has continued assisting MA and nationally based visitors. • Text is a natural progression in service delivery to reach a different vulnerable population.

21. Another Platform?! But we use… • Windows … at work • Apple … at home • Unix … we don’t even know what this is • Chrome … sometimes • Explorer … sometimes • Firefox … most of the time • SightMax … never • iCarol … all of the time

22. If you build it, they will come! • The CTL platform is very easy to use. • The IT programmers constantly want feedback and are easy to access and communicate with. • Any changes to the platform are outlined when you log into the platform – it’s hard to miss and doesn’t require supervisors to inform all staff. • Internal chat function allows for communication with CTL specialists from any center. • Vetted referrals at your fingertips.

23. If you build it, they will come! • The CTL platform is very easy to use. • The IT programmers constantly want feedback and are easy to access and communicate with. • Any changes to the platform are outlined when you log into the platform – it’s hard to miss and doesn’t require supervisors to inform all staff. • Internal chat function allows for communication with CTL specialists from any center. • Vetted referrals at your fingertips.

25. Questions to Consider for Staffing • What is already out there? • What are my options for coverage? • What current staff have the skills to transfer into text based services? • How many new staff/volunteers are needed to meet capacity?

26. Screening and Interviewing Process Current struggles: • What skills does the “right” person have for the job? • What qualities are we looking for and what does this position demand? • Empathy, active listening, clinical skills, written skills (text and chat), bi/trilingual • What personality characteristics do we look for?

27. Our Staffing Pattern To ensure 24/7 Coverage: • 19 ½ current staff were transferred to texting • 1 AmeriCorp volunteer was trained • 2 “regular” volunteers were trained • 2 interns were trained

28. Option 1: Repurpose Current or Hire New Staff • Who at your agency have the skills to start on text immediately? • For new staff clarifying expectations for the role is important • Job description, hours of service, degrees necessary, experience necessary • Assumptions: if you’re using paid staff it’s easier to ensure service delivery during their assigned hours

29. Option 2: AmeriCorps Volunteers • AmeriCorps are individuals that want to get involved in their communities and sign up for intensive one year volunteer opportunities. • One benefit is the structure – they have a clearly laid out application/interview process, background checks, stipend and commitment requirements. • Volunteers are required to check in with AmeriCorps for certain number of hours of volunteer work.

30. Option 3: “Regular” Volunteers • Switchboard brings in volunteers similar to most other centers. • Requires at least a 6 month commitment but aim for 12 months. • All volunteers follow policies and procedures; follow same volunteer trainings. • One issue: Volunteers sometimes back out due to costs.

31. Option 4: University Interns Academic Degrees and Clinical Requirements • Setting up partnerships with local/international schools • Academic degrees • Mental Health Counseling – 1,000 hours • Marriage and Family Therapy – 555-600 hours • Dual MHC and MFT – 1,000 hours • Social Work Degree – around 450 hours (school dependent) • Direct vs. Indirect hours of service

32. Contact Information partners@crisistextline.org