A Crisis Text Line Volunteer Explains the New CUNY Partnership

Words by Fabliha Hussain
Cover graphic by Aspasia Celia Tsampas

In the midst of a global pandemic that does not seem to be going away any time soon, The City University of New York (CUNY) has partnered with Crisis Text Line (CTL), an SMS messaging service that assists in problem-solving and safety planning during moments of crisis, to bring free crisis counseling to its students. Recently, The Counseling Center at The City College of New York (CCNY) has sent an email announcing that CUNY students can “text CUNY to 741741 to connect confidentially with a trained Crisis Counselor 24 hours a day, seven days a week.”

CTL does not require speaking over the phone with anyone and instead, is extremely discreet. A crisis is a situation in which one needs prompt attention but physical or life safety is not threatened. When you are in crisis, it can be difficult to find someone to talk to. It can be hard to rely on the people around you or maybe you feel like there is no one to confide in. It does not matter what emotion you are feeling, whether you are stressed or considering ending your life, you can text 741741. Crisis counselors at CTL are there to support you 24/7, no matter what painful emotion you are feeling. You do not necessarily have to text “CUNY,” even as a CUNY student. This keyword helps those at CTL identify how you heard about them, but you can also text “HOME,” “START,” or whatever you are most comfortable with.

 Many people are also worried that they will be connected with a robot rather than a real person they can talk to when it comes to online counseling services. Indeed, the first two responses when texting CTL are automated, but once connected with a crisis counselor, you are speaking to a real, trained counselor. Crisis counselors are volunteers who are trained to speak with you and provide support. They are not, however, professionals. Therefore, they cannot provide medical advice. Instead, the crisis counselor will introduce themselves and work with you to talk about what is going on. Under no circumstances will you have to share anything you are not comfortable sharing. The crisis counselor will ask questions, listen, and empathize with you until you are comfortable and feel safe. If needed, you can also ask for further resources from the crisis counselor, who will be happy to oblige. In the end, a conversation could last up to 45 minutes or longer depending on what you need.

 As a crisis counselor myself with CTL, I have had conversations as short as 10 minutes to others as long as 4 hours. I have spoken to people who are afraid, stressed, anxious, grieving, and feeling a wide range of emotions. People of all ages, genders, and races text in at CTL. CTL is a great resource and outlet for anyone who wants to talk about how they feel and create a coping plan with the help of a trained individual. Crisis counselors not only aim to help you in the present moment, but we also try to prepare you for the next crisis you might experience. Usually, we will ask you what makes you feel strong, which can be any sort of activity, from talking to family members to taking a shower.

 We are here to support and help you so that you can get yourself the help that you need. Everything is confidential and unless you are in danger of ending your life, then no part of the conversation will be released. If you cannot work towards safety with the crisis counselor, then for your safety, emergency services will be called and sent to your location. During my two years as a crisis counselor, I have only ever had to contact emergency services twice. Users text in because they want to put their mental health first and find ways to get help. It is inspiring to see the growth a person goes through in one short conversation.

In addition, if you are someone who wants to help others, you can always sign up to volunteer as a crisis counselor. Since this opportunity is a remote one, you can participate from anywhere in the United States and work to help those in need.

Crisis Text Line (24/7)

Crisis Text Line is a free, 24/7 support for CUNY students in crisis. Text CUNY to 741741 from anywhere in the US to text with a trained Crisis Counselor.