Q&A with Isabelle Arroyo –
The Power of Showing Up

Sometimes a calling begins in the most ordinary place. For Isabelle, it was a LinkedIn post. That one scroll led her to Crisis Text Line, and she’s now a volunteer Crisis Counselor who answers texts from people in some of their hardest moments.

In this month’s spotlight, Isabelle shares how her desire for accessible support led her here, why she sees herself as “the best friend you hope would listen when you need them most,” and how she’s learned that the smallest moments, like a hello, a smile, or truly showing up for someone and giving them hope when they need it most, keeps her going.

Q: How did you first hear about Crisis Text Line?
A: I stumbled upon Crisis Text Line through LinkedIn. What drew me in was how accessible it is. I admired that people can get support during a crisis, 24/7, without having to speak to someone out loud. I felt it was a resource that was desperately needed, and one that could reach anyone.

Q: Did you ever use our service before becoming a volunteer?
A: Honestly, I hadn’t. But if I had known about this resource years ago, it’s a service I would have wanted to explore.

Q: What moment or experience has reinforced your commitment to supporting people in crisis?
A: The work itself is the reason I keep showing up. Supporting someone in their darkest moment can leave a lasting impression. We’re short-term support, but we can offer a safe space and, at times, a sense of light in a long tunnel. We all deserve to feel heard, cared for, and appreciated. Every time I log on for a shift, I remind myself of the smallest impact I can leave with someone. Holding onto hope for a person who needs it most keeps me going. I love being a voice for those who feel unheard.

Q: What does a volunteer Crisis Counselor do that people might not realize?
A: We’re there to listen, so people can feel heard and free from judgment, and we share resources that can lead toward further support and healing. I like to think of our role as the best friend you hope would listen when you need them most. Volunteers truly care about our texters, even though we may never meet. We also keep looking for ways to adapt and improve our support for everyone who reaches out.

Q: How has volunteering changed you, personally or professionally?
A: For most of my life, I knew I wanted to become a therapist. I’ve always had a caring heart. What I never expected was how much Crisis Text Line would shape me, both professionally and personally. Suicide prevention comes in many forms. It isn’t only a big presentation or a large event. It’s sharing a hello, smiling at a stranger, and taking the time to get to know someone. What I’ve learned is that people just want someone to show up for them. I do that as a Crisis Counselor, but now, most importantly, I do it as another human being. I’ve learned how to listen with empathy and how to be a light for someone. This role has helped me become a better, more positive person, and I hope to share that with everyone I meet.

Q: Why is it important to you to support mental health and crisis intervention?
A: Many people are raised, without even realizing it, to feel stigma about their mental wellbeing. In recent years we’ve barely begun to break through. Mental wellbeing matters as much as physical wellbeing, and people who are struggling often don’t have the strength to advocate for themselves. I take pride in doing that for those who can’t.

My hope is that one day we’ll come together to understand how much mental wellbeing matters. I see the stigma starting to break, and I believe the work we do is the beginning of acceptance. We all deserve to be here, to flourish, and to find support when we need it. The impact of suicide reaches across generations, and even the smallest actions can be the reason someone stays. I hold onto that whenever I’m asked my “why.”

Q: What would you say to someone who wants to volunteer but worries they don’t have the right skills?
A: Nothing new is ever not scary. What changes is that you go after it, adapt, and grow. Volunteering is the same. As long as you’re here to support people through a difficult time, you’ll be motivated to learn your role. You’ll be trained, and I promise you’ll grow into it, to the point that it’s something you look forward to.

The best part of Crisis Text Line is the support you receive. You’re not alone. There’s a welcoming community space where volunteers discuss, learn, and grow together, and a team of staff who are right alongside you during conversations and give feedback if you want it. No one expects perfection, only that you show up with empathy and compassion. Just try it for yourself. I look forward to seeing you here with me.

Even if volunteering isn’t for you, you can play a role in suicide prevention any day, any time, anywhere. Be the stranger who creates change. You never know the impact you can have by simply caring.

Inspired by Isabelle? Learn how to become a volunteer Crisis Counselor

If you’re struggling, or want to talk, text HOME to 741741 to reach a volunteer Crisis Counselor. It’s free, confidential, and available 24/7.