Crisis Text Line

Policies & Guidelines

We expect our volunteer Crisis Counselors to follow our policies and guidelines, described here.


Policies and Guidelines


  • All prospective volunteers should read the information provided on this website prior to submitting an application.

  • Interested prospective volunteers can then submit a volunteer application, include two references, and consent to a background check.

  • Accepted applicants will be contacted with instructions for registering for a training cohort.

  • Upon successful completion of the training program, Crisis Counselors may begin scheduling and completing shifts on the platform.


  • We depend on you. Crisis Counselors should schedule shifts, show up on time, and stay for the duration of their scheduled shift.

  • This is a big commitment. Crisis Counselors commit to 200 total hours of service, to be completed by scheduling and attending shifts in 2 hour blocks. We ask for 4 hours weekly.

  • We care about you. You can’t pour from an empty cup. We encourage you to limit yourself to 12 hours a week on the platform. You matter.

  • We care about our texters. Crisis Counselors must maintain confidentiality of all confidential, personal, or proprietary information related to Crisis Text Line. This includes, but is not limited to: the names, ages, details on the conversation, location, or any other information shared by a texter within a conversation, as well as confidential, personal, or proprietary information shared related to Crisis Text Line staff or the organization.

  • Crisis Counselors should not contact a texter outside of the platform under any circumstance.

  • Crisis intervention over text is unique. Crisis Counselors are expected to use the skills and process taught through our training program, and are not permitted to use other counseling techniques in which they may have professional training.

  • Remember, this isn’t about you. Crisis Counselors should not use their participation in crisis counseling through Crisis Text Line to promote religious matters, partisan politics, or other affiliations not sanctioned by Crisis Text Line.

  • Maintain a safe online community. Protect your personal information by not sharing it with someone you don’t know. If you feel unsafe for any reason, please report it to your assigned Coach.

  • As a company, we have a zero-tolerance policy on the following issues:

    • Discrimination based on gender, race, religion, disability, sexual orientation, or ethnicity

    • Sexual harassment

    • Drug or alcohol use

    • Illegal or inappropriate activity


Crisis Text Line reserves the right to dismiss volunteer Crisis Counselors when such action is in the best interest of the volunteer, texters, and/or the organization. Such violations include, but are not limited to:

  • Disclosure of confidential information

  • Behavior (toward texters, fellow Crisis Counselors, or staff) deemed inappropriate by Crisis Text Line staff

  • Refusal or inability to improve performance based on feedback

  • Failure to adhere to the policies and procedures of Crisis Text Line, as outlined in the Crisis Counselor Handbook and Code of Conduct


Crisis Counselor feedback is welcome and appreciated! Questions and concerns related to a shift that’s in progress should be addressed with the Supervisor. Any concerns or questions related to inappropriate behavior by another volunteer or staff member should be emailed to