This protocol establishes guidelines for identifying and responding to crisis-level communications from subscribers, ensuring consistent and appropriate support while maintaining clear boundaries of our non-clinical service role. This protocol applies to all text communications received through the Help Texts platform and defines the response procedures for the clinical team.

CLINICAL TEAM QUALIFICATIONS

All crisis team members must maintain current certification in two or more of the following:

  • Applied Suicide Intervention Skills Training (ASIST)
  • Collaborative Assessment and Management of Suicidality (CAMS)
  • Question, Persuade, Refer (QPR)
  • SafeTALK
  • American Association of Suicidology Crisis Specialist Certification
  • Crisis Text Line Counselor Training

CRISIS RESPONSE PROTOCOL

1. Review inbound text for distressing content

  • Apply crisis language categories lens. The Subscriber Support team is to look for combinations of categories and/or stand-alone categories that qualify for a crisis text. We take the stance of being overly cautious about replying to subscribers who might be in a state of distress.

2. Review the subscriber profile for more context

  • Check message history
  • Note any patterns of escalation
  • Review previous crisis texts and exchanges

3. Crisis Text Initiation

  • Send appropriate crisis response within 15 minutes
  • Use approved crisis response templates
  • Text is automatically documented in real time

4. Monitoring and Follow-up

  • Maintain active monitoring of conversation
  • Assess the need for escalation

5. Organizational Notification

  • Follow the notification matrix (to be determined) for different severity levels
  • Document all notifications (if the client organization wants to be notified and the subscriber consents)
  • Update relevant parties upon consent

For imminent risk situations:

  • Maintain engagement with subscriber
  • Contact emergency services (911) or equivalent in the subscriber's country
  • All actions taken are automatically documented in real time
  • Complete a note if any calls or connections were made to the client organization or the subscriber in crisis

RESPONSE GUIDELINES

Response Time Standards

  • Initial assessment: Immediate upon receipt
  • Crisis response: <15 minutes
  • Additional follow-up as needed based on risk level

Documentation Requirements When It Goes Beyond a Text

  • Real-time logging of all interactions
  • Risk assessment notes
  • Intervention steps taken
  • Resources provided
  • Outcome of intervention

Boundaries and Limitations

As a non-clinical service, Help Texts:

  • Does not provide crisis counseling services but will in some cases make a call if it is requested (U.S. only)
  • Does provide crisis intervention resources
  • Will initiate emergency services for imminent risk
  • Maintains clear documentation of all interactions
  • Refers to appropriate clinical services