Volunteer Impact 2026
More Than a Volunteer Role:
September 2026
The Multi-Level Impact of Crisis Text Line's Support Model
Every text conversation supported by Crisis Text Line and its global affiliate Shout (a service of Mental Health Innovations in the U.K.) has the power to change two lives: the person reaching out for support, and the volunteer who shows up for them. In 2026, we each surveyed our volunteers to understand the impact of our mental health and crisis response volunteering model.
Many people struggle to access the mental health care they need — often due to workforce shortages, cost, or where they live. Our model helps close that gap, offering 24/7, confidential, text-based mental health and crisis support. Pioneered by Crisis Text Line, this distinctive approach trains volunteers to respond under the live supervision of mental health professionals.
As of July 2026, Crisis Text Line and Shout have together supported more than 16 million conversations across the US and UK — each one made possible by one of nearly 116,000 trained volunteers helping people navigate challenges like loneliness, anxiety, self-harm, and suicidal ideation.
We recently surveyed 2,000 active volunteers across the U.S. and U.K. on how their volunteering experiences affects their own well-being, the well-being of their communities, and the broader mental health ecosystem.
You can explore our shared findings with Shout in our global brief.
Here’s what we learned from U.S. volunteers:
For every conversation a volunteer supports through Crisis Text Line’s service, they help navigate nearly one additional moment of distress in their own community.
Volunteering at Crisis Text Line…
Builds key skills. Nearly all volunteers report stronger active listening, empathy, and communication under pressure; skills they carry into their own lives. 97% say the experience has helped them build personal resilience.
Creates real connection, even though volunteers contribute to our service entirely online. Volunteers have intentional opportunities to connect with staff, supervisors, and peer volunteers. It’s working: 95% say the role helps them feel more connected to others.
Ripples outward into communities. 98% of volunteers say the work helps them raise mental health awareness and reduce stigma among the people they know, and just as many say it’s helped them support someone else in distress, outside of our service.
May shape the future mental health workforce. For many, this work shapes their futures: 87% say volunteering has inspired them to pursue a career helping others, with many of them now considering careers in mental health, counseling, or social work.
Learn more in our U.S. report.
Contact the Research and Impact team to learn more about this study at research@crisistextline.org.
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