Article by volunteer spokesperson Kristi Roberts

Our dedicated volunteer spokespeople play a vital role in spreading the word about our critical service. By sharing their voices, stories, and passion for mental health, they help raise awareness, break down stigma, and ensure more people know that free, 24/7 support is just a text away. Their commitment extends our reach and strengthens our mission to be there for anyone in need. This month, we recognize Kristi, a volunteer Crisis Counselor who has been helping people in need for more than one year. Below she shares her experience supporting others through mental health crises.

How Volunteering with Crisis Text Line Deepened My Purpose and My Work

Becoming a Crisis Text Line volunteer was a decision deeply rooted in personal experience and my passion for mental health advocacy. After losing my son Darius to suicide, my world shifted. His passing wasn’t just a moment of unimaginable pain; it was a turning point that made me realize how many people suffer in silence without support or understanding. I knew I had to take action, not only to honor his life, but also to become a lifeline for others who might be experiencing what he went through. Volunteering as a crisis counselor became one of the ways I could offer that support.

The decision to serve as a volunteer was about being present for people in their darkest moments. Many of the texters I support are struggling with anxiety, depression, self-harm, suicidal thoughts, or trauma. Some just need someone to listen. Knowing that I can offer empathy, validation, and a sense of safety, even through a text, has been one of the most humbling and powerful experiences of my life.

Being a volunteer has also benefited me personally in profound ways. First, it has taught me how to listen with compassion and without judgment. In crisis situations, words must be chosen carefully and intentionally, which has helped me become more mindful in how I communicate in all areas of my life. It has also taught me to stay calm under pressure, respond with empathy, and manage emotional boundaries. These are skills that not only help me in my role as a volunteer Crisis Counselor, but also in my daily interactions and leadership.

In addition, I’ve learned how to recognize signs of mental distress and how to guide someone toward safety using de-escalation techniques and active listening. The training and continued support through Crisis Text Line have increased my confidence in providing real-time emotional support. I’ve also grown in my understanding of how mental health issues can manifest differently in people and how cultural, personal, and societal factors can influence the way someone reaches out for help or doesn’t.

The growth I’ve experienced as a volunteer has naturally carried over into my work with Behind the Smiles. I bring the same level of compassion and intentionality into every conversation, project, and event. Volunteering in crisis support reminds me how critical it is for people to feel seen and heard, which is exactly what we aim to create through the foundation—safe spaces where mental health is prioritized, stigma is challenged, and people are met with understanding.

More than anything, being a volunteer has reinforced the importance of showing up for people with empathy, patience, and care. Every conversation is a reminder that small moments of connection can be life-changing. 

About Kristi Roberts 
Kristi Roberts has been a volunteer Crisis Counselor with Crisis Text Line for more than one year. She is the Founder and CEO of Behind the Smiles: The Darius Roberts Foundation, a nonprofit dedicated to breaking the stigma around mental health and suicide awareness. After losing her son, Darius, Kristi turned unimaginable pain into purpose, building a movement centered on healing, hope, and community connection. Beyond her nonprofit work, Kristi is a Salesforce Administrator, entrepreneur, and passionate advocate for wellness and purpose-driven living. Her mission is simple yet profound: to remind others that behind every smile is a story, and every story deserves to be heard.

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If you are struggling and need support, text CONNECT to 741741 to be connected to a live, trained volunteer Crisis Counselor. We help people navigate tough moments by guiding them toward their own strengths and coping strategies. We meet people where they are — promoting mental well-being, one conversation at a time. 

Interested in volunteering? Join today and become part of our incredible community of dedicated volunteers like Kristi.