What is Crisis Chat?

Crisis Chat is the only nationally-based online crisis service that utilizes the existing expertise of Crisis Centers which operate accross the United States and have been providing critical, life-saving support to Americans since the 1960s.  Crisis Centers have traditionally operated phone-based hotlines, and with the addition of Crisis Chat in 2010, are now able to respond to visitors in crisis online.  The centers involved in providing service via Crisis Chat are all members of CONTACT USA and uphold the values and rigorous standards of service as prescribed by CONTACT USA or the American Association of Suicidology.

Crisis Centers utlize paid staff and volunteers to answer chats.  Volunteers and staff are screened in-person and attend 30-40 hours of crisis training before they respond to calls or chats.  Volunteers and staff are also supervised locally to ensure ongoing quality of service. 

A visitor logging on to crisis chat will interact with a chat specialist who will give them space to talk about what they are upset about, exploring feelings and thoughts associated with the crisis.  Chat specialists will also assess for suicide risk and work collaboratively with the visitor to come up with a safety plan  which addresses postive coping strategies and next steps. 

Crisis Chat also provides information on various mental health issues and offers site visitors the opportunity to do self-screenings for many common mental health disorders. 

Crisis Chat Specialists can also link chat visitors to local services that can further assist them with their needs. 

Who should use Crisis Chat?

Anyone who is depressed, despairing, going through a hard time and just needs to talk, including people who are thinking about suicide.  A chat visitor does not have to be thinking about suicide to use crisis chat.  Any life issue, whether it be depression, family issues, relationship problems, and financial issues, among others, may be discussed on Crisis Chat.  Crisis Chat Specialists are here to listen and support you through whatever difficulties you may be having.

What is emotional support?

  •  Compassionate, non-judgmental listening
  •  Exploration of feelings, thoughts, and options
  •  Suicide risk assessment
  •  Exploration of positive next steps and options

It’s provided by:

Chat Specialists who may be staff or volunteers located in crisis centers across the United States --  all of whom have been specially trained to provide emotional support.

Crisis Chat aims to:

  •  Help reduce stress, isolation, and feelings of depression
  •  Help people make healthier decisions
  •  Prevent suicide attempts and suicides.

What should I expect during a chat session?

The goal of the chat service is to help you reduce stress and feel more empowered to make healthy decisions.

You will be asked questions regarding:

  •  your safety
  •  emotions and thoughts regarding your situation
  •  feelings of depression
  •  current social situation
  •  if you have thoughts of suicide

If a Chat Specialist feels that you are in danger, he or she will talk with you about accessing emergency services to ensure your safety.  

The Chat Specialist will also work collaboratively with you to create a safety plan, outlining some positive coping strategies and next steps, among other things.

There may be times when additional contact information is requested. This will be requested in case the chat is unexpectedly disconnected or the Chat Specialist needs to send emergency services. It is always your choice whether or not you feel comfortable providing this information to the Chat Specialist.

Is Crisis Chat really free? 

Yes, Crisis Chat is absolutely free.   

Crisis centers around the United States are supported by local funding from both private and public sector investors. If you are interested in donating to support the efforts of Crisis Chat please write to CONTACT USA at the Contact Us page.

Where/When is chat service available?

When you click on "Chat," you will be routed to a crisis center in the United States that has a Chat Specialist available to talk to you.  If a Chat Specialist does not answer your chat immediately, please be patient as the Specialist may be on another chat.  You may need to try again in an hour, but attempts will also be made to re-route your request to chat to another crisis center.

If the chat is not open, you will see the available chat schedule so that you can access chat at a later time.  Chat is currently open 12 p.m. - 12 a.m. EST with some additional hours on some days of the week.

When there is no chat service available, we encourage you to call the National Suicide Prevention Lifeline at 1-800-273-8255.

Who responds to Crisis Chat?

Chat Specialists have been specially trained to assist individuals who are feeling distressed respond to all requests for emotional support. Chat Specialists are located in crisis centers across the United States that already provide crisis hotline phone services. All of these crisis centers are accredited by CONTACT USA to ensure quality and consistency of service.  

Why are you asking for my information? Can I remain anonymous?

Non-identifying demographic information (like your zip code, age, issue area, and self-identified gender) is collected on Crisis Chat. This information is used in the aggregate and is helpful to demonstrate need for the service to attain further funding to expand the service in the United States. 

You are not required to use your real name on Crisis Chat.  If you would like to remain completely anonymous throughout your chat session, you may provide a fictitious name or choose the "log in anonymously" option. 

If your phone number or other form of contact information is requested, it is so a Chat Specialist can contact you in case of a disconnected chat, or in the case of an emergency in which your safety is at risk. Your personal information will never be shared unless a Chat Specialist feels your life is in imminent danger.

How is my information stored?

Your information and chats are confidential within the crisis chat network and are subject to stringent HIPAA laws.  Any information reported to the public will be reported in the aggregate to ensure anonymity.   

Are Crisis Chat communications secure?

Confidentiality and security of chats are ensured through the Crisis Chat software provider, which uses the same encryption and data protection standards required by major financial institutions to transact business with each other. All of your communications are securely encrypted from your computer to ours.