SECOND EXECUTIVE SUMMARIES OF THE OUTREACH

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 1

Change Is Now :

1

Second Executive Summaries of the Outreach Committee

Wyatt Ringo

a

, Austin Wyllie

a

, Cecirahim Sesay

a

, Junpei Tarashi

a

,

Julia Kocis

b

, Kaitlyn Thomas

b

, Gabriela Zafiropoulos

b

,

Jessica Andrews

c

, Surosree Chaudhuri

c

, Divya Daripalli

c

, Faith Gipson

c

, Sneha Gupta

c

,

Hayley Jones

c

, Charlotte Lawrence

c

, Lindsay Rosenthal

c

, Brianna Roy

c

, and Frankie Williamson

c

a

Administration Team

b

Moderation Team

c

Outreach Subcommittee Co-chairs

30 June 2020

1

Disclaimer: This organization is an independent group, unaffiliated with Crisis Text Line in any

manner. Any and all ideas expressed in this report are not necessarily endorsed by Crisis Text

Line and/or any of its staff.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 2

BIPOC Subcommittee

Co-chairs: Charlotte Lawrence and Lindsay Rosenthal

Introduction

The Black, Indigenous, and People of Color (BIPOC) Subcommittee has identified five

(5) key focus areas in which sustainable change may be made in order for Crisis Text Line to

foster an inclusive environment for BIPOC employees, volunteers and texters:

(a) Training materials;

(b) Resources for BIPOC texters;

(c) Data collection practices;

(d) Communication, media, and marketing practices; and

(e) Active rescues.

Each area has been extensively researched by BIPOC Subcommittee members. A brief

summary of the Subcommittee’s findings are provided below, along with requests for action.

(a) Training Materials

Given the current racial climate in this country, the elevated levels of stress and anxiety

within the BIPOC community, and recent allegations of racist behavior exhibited by Crisis Text

Line leadership over the past several years, it is of the utmost importance that Crisis Text Line

provide effective race and diversity training for employees and volunteers. Crisis Counselors

should be provided the necessary tools to relate to BIPOC texters as authentically as possible.

Requests for Action: Training Materials

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 3

Crisis Text Line must include enhanced training materials and continuing race and

diversity related education for all Supervisors and Crisis Counselors. The BIPOC Subcommittee

fully supports the Training Subcommittee’s proposal for a 2-part training program which

includes counseling skills coupled with Diversity, Equity and Inclusion (DEI) training. Crisis

Counselors failing to complete this training, and/or who exhibit racist behavior on The Platform

or Our Network after completing training must complete a mandatory refresher DEI course. Any

subsequent violations should result in disciplinary action including, but not limited to,

suspension from The Platform, Our Network, and termination of their position as a Crisis

Counselor with Crisis Text Line

As a backup to Crisis Counselor training, Supervisors with knowledge in specialized

areas (i.e., BIPOC, disabilities, LGBTQIA+, religion, etc.) - whether through education and/or

substantial life experience in their specialized area- should be available as immediate contacts for

Crisis Counselors when they are in need of assistance or guidance with specific conversations..

Such Supervisors would add a note in their Platform profile indicating their availability to assist

and would also be responsible for providing continuing education webinars within their specialty

field.

Crisis Text Line must stand by its message laid out in the Racial Justice Tipsheet, and

reject the “All Lives Matter” phrase and sentiments. Crisis Counselors 1. Continually use the

phrase “All Lives Matter,” 2. Who refuse to acknowledge the pain and hatred conveyed by use

of the phrase, "All Lives Matter," 3. Pass the phrase or its ideals that encompass "All Lives

Matter" to their fellow Crisis Counselors, 4. Who show a general lack of empathy towards

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 4

marginalized groups, should face disciplinary action including, but not limited to, suspension

from The Platform and Our Network and/or termination as a Crisis Counselor with Crisis Text

Line. The BIPOC Subcommittee is of the opinion that it is impossible for a Crisis Counselor

with these beliefs and tendencies to display the validation and empathy necessary to adequately

support a BIPOC texter expressing anxiety over the issues of police brutality and racial injustice.

This Subcommittee requests that Crisis Text Line allow Crisis Counselors to share their

racial identity with texters upon request if in doing so, the Crisis Counselor reasonably believes

that sharing this personal information will better assist in building rapport with the texter.

(b) Resources for BIPOC Texters

Prior to the addition of new resources to The Platform on June 17, 2020, a search for the

terms “racism” and “black” produced only two results – The Obama Foundation, and a PDF

entitled “ Opportunities for White People in the Fight for Racial Justice. ” The guidance provided

in the Toolbox tip sheet titled “ Racism and Police Brutality Against Black Texters” (the “Racial

Justice Tipsheet” with the exception of the first tip) related to the use of the term “All Lives

Matter” as mentioned above. This is a much too general term and does not take into account the

unique experiences facing BIPOC texters, especially during these turbulent times.

The BIPOC Subcommittee similarly requests that there should be a much greater focus

on the high levels of violence black trans women face —to such an overwhelming degree that it

is referred to as an epidemic (McBride, 2019). Two black transgender women have been killed

so far in June 2020 alone (Donaghue, 2020). Crisis Text Line has not acknowledged this issue,

SECOND   EXECUTIVE   SUMMARIES   OF   THE   OUTREACH   COMMITTEE                           5  
nor   has   the   company   provided   an   adequate   variety   of   resources   for   Crisis   Counselors   to   share  
with   our   texters   in   need   of   such   information.   
Requests   for   Action:   Resources   for   BIPOC   Texters  
Although   the   newly   added   BIPOC   resources   on   The   Platform   are   significantly  
appreciated,   the   following   resources   may   also   be   used   by   Crisis   Text   Line   as   texter   resources   and  
in   the   development   of   Toolbox   Tipsheets:  
● Black   Lives   Matter   -    http://www.blacklivesmatter.com   
● Embrace   Race   -    https://www.embracerace.org/  
● Color   of   Change   -    https://colorofchange.org/   
● Therapy   for   Black   Girls   -    https://therapyforblackgirls.com/   
● Black   Therapists   Rock   -    https://www.blacktherapistsrock.com/   
● Therapy   for   Black   Men   -    https://therapyforblackmen.org/  
● Black   Female   Therapists   -    https://www.blackfemaletherapists.com/  
● Equal   Justice   Initiative   -    https://eji.org/  
● Inclusive   Therapists   -    https://www.inclusivetherapists.com/   
● National   Queer   &   Trans   Therapists   of   Color   Network   -    https://www.nqttcn.com/   
● Communities   of   African   Descent   Resource   Kit   |   GLAAD   -  
https://www.glaad.org/publications/coadkit   
● A   Resource   Guide   to   Coming   Out   for   African   Americans   -  
https://assets2.hrc.org/files/assets/resources/ComingOutForAAJune2014.pdf   
● Transgender   Law   Center   -    https://transgenderlawcenter.org/programs   
 

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 6

Crisis Text Line must regularly promote existing keyword partnerships and actively seek

new keyword partnerships with BIPOC organizations. Such partnerships should regularly be

highlighted on all social media platforms. Crisis Text Line should also acknowledge the specific

needs of its BIPOC and religious organizational partners, and provide adequate training to

employees and volunteers to meet those needs. Keywords should alert the Crisis Counselor to the

texter’s immediate issue, including a link within the conversation to a tipsheet with helpful

phrases and resources to provide to texters using each particular keyword.

The BIPOC Subcommittee requests an update on Crisis Text Line’s partnership with the

Steve Fund, and an understanding of the expenditure of funds received from John S. and James

L. Knight Foundation (The Steve Fund, 2016). The grant funds were intended to “help

strengthen Crisis Text Line text-messaging support services in communities of color, while

increasing data collection and research on the needs of this population.” The Subcommittee’s

research has not produced evidence of these goals having been achieved.

(c) Data Collection Practices:

On June 12, 2020, an allegation was made on Twitter that Nancy Lublin had requested a

breakdown of Crisis Counselor productivity based on race and ethnicity. A screenshot of the

results was included with the tweet. Particularly disturbing is the caption which reads “ We don’t

want to stop recruiting POC, but we should look into the underlying reasons why Black and

Hispanic CCs are less productive so far. ” This statement suggests Crisis Text Line is of the

opinion that race plays a factor in the quality of Crisis Counselors’ conversations with texters

and their overall productivity on The Platform.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 7

Requests for Action: Data Collection Practices

The Subcommittee requests an explanation for Crisis Text Line deeming it necessary to

rank the conversation quality and productivity of Crisis Counselors by race, and whether this

type of information is analyzed on a regular basis. The Subcommittee also requests an explicit

commitment from Crisis Text Line to eliminate all racial bias, implicit and otherwise, from its

data collection practices.

(d) Communication, Media, & Marketing Practices:

Following the murder of George Floyd by a police officer on May 25, 2020, nationwide

protests against police brutality flooded the country. Such incidents cause heightened anxiety

among the Black community, and Crisis Text Line should be a leader in providing support to

texters of color during this time. However, a review of Crisis Text Line’s website and social

media between May 26, 2020 and June 29, 2020 shows there were no posts specifically

mentioning George Floyd, Black Lives Matter, or the protests across the country. A June 8, 2020

post states the organization’s desire to share its contributions to purge racism from its practices

and the world. The link to the blog page included in the post no longer exists.

Requests for Action: Communication, Media, & Marketing Practices

The Subcommittee requests Crisis Text Line’s consistent, authentic, and public support of

the Black community, whether through partnership with Black Lives Matter and/or other similar

racial and social justice organizations/movements.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 8

Crisis Text Line’s internal and external communications should consistently reflect an

explicit and authentic commitment to anti-racism. The organization will foster a culture within

its employment practices and its services as an organization that respects and values its staff and

volunteers without regard to race, age, color, religion, gender identity, national origin, medical

condition or disability, sexual orientation, veteran status, or any other characteristic protected by

law. The Subcommittee urges Crisis Text Line to utilize communication, media, and marketing

practices that ensure that BIPOC texters are aware that this organization understands their unique

experiences and the challenges they face, and that the organization is ready to meet them where

they are, provide them with the resources they need, and fight tirelessly to seek racial justice.

Similarly, the Subcommittee suggests that Crisis Text Line develop and promote partnerships

with mental health organizations which assist the BIPOC community. Such promotions should

convey a solid commitment from Crisis Text Line in lieu of vague references.

(e) Active Rescues:

Crisis Text Line’s Active Rescue (AR) policy poses a risk of serious harm or death to

BIPOC texters in crisis. The cases of Breonna Taylor and Charleena Lyles provide evidence for

the outcome of police being sent to the home of a BIPOC texter whether or not they are in

distress. (Read, 2020; Tastrum, 2017).

Requests for Action: Active Rescues

The Subcommittee fully supports the AR Subcommittee’s recommendations for

alternatives to Crisis Text Line’s current AR policy.

SECOND   EXECUTIVE   SUMMARIES   OF   THE   OUTREACH   COMMITTEE                           9  
References  
McBride,   S.   (2019,   November   18).    HRC   Releases   Annual   Report   on   Epidemic   of  
Anti-Transgender   Violence .   Human   Rights   Campaign.   
https://www.hrc.org/blog/hrc-releases-annual-report-on-epidemic-of-anti-transgender-viol  
ence-2019  
Donaghue,   E.   (2020,   June   13).    New   calls   to   confront   transphobia   after   murders   of   two   black  
transgender   women .   CBS   News.  
https://www.cbsnews.com/news/black-trans-lives-matter-new-calls-after-two-murders-do 
minique-fells-riah-milton/  
News   release:   Steve   Fund   and   Crisis   Text   Line   receive   grant .   (2016,   October   11).   The   Steve  
Fund.    https://www.stevefund.org/news-release-knight-foundation/   
Read,   B.   (2020,   June   26).    Breonna   Taylor   Was   Shot   and   Killed   by   Police   in   Her   Own   Home .   The  
Cut.  
https://www.thecut.com/2020/06/breonna-taylor-louisville-shooting-police-what-we-kno 
w.html   
Tastrom,   K.   (2017,   June   27).    When   Calling   the   Police   Results   in   Harm,   Not   Help .   Slate  
Magazine.  
https://slate.com/technology/2017/06/charleena-lyles-death-reminds-me-that-for-many-ca 
lling-the-cops-can-be-risky.html     
 

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 10

Active Rescue Subcommittee

Co-chairs: Jessica Andrews and Brianna Roy

Introduction

The Active Rescue (AR) Subcommittee aims to address concerns related to the AR

process. The AR Subcommittee, in collaboration with additional Subcommittees, has discussed

possible initiatives in three aspects of the AR process: support, transparency, and safety.

Request for Action: Crisis Counselor Support

Supporting Crisis Counselors with every step of the AR process is crucial to the ethical

continuation of Active Rescues. Post-AR debrief and care is essential to ensuring that Crisis

Counselors are able to support texters. According to the Alliance for Children and Families,

“responsible supervision creates a relationship in which the social worker feels safe in expressing

fears, concerns, and inadequacies” (2003). The Subcommittee recommends allowing Crisis

Counselors an opportunity to connect with a coach in a non-automated email after an AR, in

order to ensure Crisis Counselors receive the support they need. Crisis Counselors who opt out of

this option may benefit from resources on vicarious trauma, either provided on The Platform or

in the off-platform training materials. Our Network and The Platform debrief chat may serve as

avenues to express concerns and provide opportunities for Crisis Text Line Coaches and

Supervisors to build closer relationships with Crisis Counselors.

Request for Action: Transparency and Confidentiality

Transparency regarding ARs for texters and Crisis Counselors alike can ease anxieties for

everyone involved. Subcommittee members expressed that Coaches shared more about the

logistics of calling in an Active Rescue when asked but cited a desire for more transparency

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 11

surrounding the process in training. Some Subcommittee members noted feeling unprepared for

what to say or do after “laddering up,” while others felt they did not know enough about the

process behind the scenes at all. In discussions with the Training Subcommittee, the AR

Subcommittee recommends a module in training about the entire process of an AR from a Crisis

Counselor perspective as well as a Supervisor perspective. The Subcommittee also recommends

a module in training containing an explanation of confidentiality and any local relevant policies,

applicable laws, information regarding protection of private health information, and how this

applies post-Active Rescue. Subcommittee members expressed a desire to be more open with

texters regarding the process of ARs and when ARs are required. Cooperation, collaboration, and

engagement with texters surrounding the AR process can provide more transparency to the

texter.

Request for Action: Ensuring Texter Safety

Texter safety in Active Rescue is crucial to ensure that Active Rescues are an ethical part

of crisis intervention at Crisis Text Line. The AR Subcommittee, in cooperation with the BIPOC

Subcommittee and the LGBTQIA+ Subcommittee, recognizes the risks that the current

involvement of law enforcement officials poses to most vulnerable texters. The Active Rescue

Subcommittee echoes the concerns regarding safety of trans texters outlined in the LGBTQIA+

Subcommittee as well as the concerns regarding police intervention shared in the BIPOC

Subcommittee.

The AR Subcommittee proposes two alternative solutions to the current policy to ensure

a safer experience for all of Crisis Text Line’s texters. One possible solution is eliminating

non-consensual ARs entirely and adopting a policy similar to the policy at Trans Lifeline (Trans

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 12

Lifeline, 2018). The LGBTQIA+ Subcommittee details the concerns regarding non-consensual

ARs and how this impacts texter trust in an organization.

The second potential solution is collaborating with local agencies to ensure that trained

mental health professionals are the first point of contact in ARs, leaving law enforcement as a

last resort intervention. One example of an organization like this is CAHOOTS ( C risis

A ssistance H elping O ut O n T he S treets), a crisis intervention service based in Eugene, Oregon.

CAHOOTS service offers a broad range of services including but not limited to: Crisis

Counseling; Suicide Prevention, Assessment, and Intervention; Conflict Resolution and

Mediation; Grief and Loss; Substance Abuse; Housing Crisis; First Aid and Non-Emergency

Medical Care; Resource Connection and Referrals; and Transportation to Services (White Bird

Clinic, 2020). Another example is the Mobile Crisis Team (MCT) in King County, Washington

State. MCT is a 43-member team of Mental Health Professionals and Substance Use Disorder

Professionals that accepts referrals from first responders and helps resolve client crises by

finding the least restrictive method of intervention. MCT risk assesses the client and, depending

on the outcome of the assessment, connects the individual in crisis to local community resources

(DESC, 2020).

The Active Rescue Subcommittee proposes a collaboration between Crisis Text Line and

local agencies that utilize non-law enforcement professionals for Active Rescues when the option

is available to ensure a safe and transparent experience for all texters.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 13

References

Alliance for Children and Families. (2003). Organizational Prevention of Vicarious Trauma.

Retrieved June 20, 2020, from

https://www.acesdv.org/wp-content/uploads/2014/06/PrevVicariousTrauma.pdf

American Counseling Association. (2011). Vicarious Trauma. Retrieved June 29, 2020, from

https://www.counseling.org/docs/trauma-disaster/fact-sheet-9---vicarious-trauma.pdf

American Foundation for Suicide Prevention. (2020, June 2). State Fact Sheets. Retrieved June

16, 2020, from https://afsp.org/state-fact-sheets

"CAHOOTS." White Bird Clinic. Last modified June 9, 2020.

https://whitebirdclinic.org/services/cahoots/.

"Mobile Crisis Team." DESC. Last modified December 23, 2019.

https://www.desc.org/what-we-do/crisis-response/mobile-crisis-team/.

Trans Lifeline. (2018, June 2). Why No Non-Consensual Active Rescue? Retrieved June 16,

2020, from https://www.translifeline.org/blog/post/why-no-active-rescue

Wendt Center. (2020). For Professionals: Vicarious Trauma. Retrieved June 20, 2020, from

https://www.wendtcenter.org/resources/for-professionals/

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 14

Policy Changes Subcommittee

Co-chairs: Surosree Chaudhuri and Hayley Jones

Introduction

The goal of the Policy Changes Sub-Committee is to work on enacting changes in ways

that ensure that Crisis Text Line can meet the needs of texters, Crisis Counselors, and staff

members. The focus in this document shall be on ensuring transparency with regards to staff and

data collected by Crisis Text Line, as well as clearer, more inclusive marketing.

Staff-Related Concerns

Organizational Structure: Currently, there is no clear way to see the number of Coaches

and Supervisors employed at Crisis Text Line. There is also no way to identify current

employees other than those in board and advisor positions, such as Head of Resources or Head of

Applications. These issues notwithstanding, the current list of board and advisor positions still

throws volunteers into confusion as to whether or not Bob Filbin is still in the Chief Data

Scientist position, as he is not listed on the directory but is nonetheless mentioned as Chief Data

Scientist on the weekly newsletter. The Subcommittee requests a clear and updated

Organizational Chart clearly defining the roles and titles of the Board, Advisors, and staff

members on Crisis Text Line’s website in order to ensure that two-way communication with

Coaches, Supervisors, Staff, and Volunteers can be conducted as smoothly as possible. Likewise,

a clear and updated Directory Page with appropriate contact information should be made

available and updated accordingly to provide the most current information. Transparent

information on the Organizational Structure would provide knowledge of functional

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 15

responsibilities and roles, in order to achieve direct and efficient communications within Crisis

Text Line.

Unbalanced Staff to Volunteer Ratio: With the recent surge in volunteer numbers due to

the COVID-19 pandemic - as apparent from the hundreds of Crisis Counselors online at any

given hour - the rising stress of Supervisors and Coaches is becoming more of a concern, as they

have to manage a significantly rising number of Crisis Counselors at any one time. In short,

personal experiences have demonstrated that the staff to volunteer ratio is becoming further

unbalanced. While there is no clear way to see the number of Coaches and Supervisors currently

at Crisis Text Line, anecdotal evidence from personal experiences of Subcommittee members on

The Platform have shown that one Supervisor may, at any point in time, be responsible for 20-30

volunteers. Not only can such an unbalanced ratio result in overworking of staff, but it may also

result in a significant decrease in the quality of service rendered by Crisis Counselors. As such,

the Subcommittee requests to put forth a policy focused on maintaining a ratio of 15-20

volunteers per supervisor. Having such a specific number in mind, backed up by research and

experiences of similar institutions, will also aid Crisis Text Line in determining when to close

hiring for new volunteers, as it has done in the past (Hide 2009, Sargent 2008).

Resources Committee Expansion: The past reality of a Referrals Committee has been

spoken of among Crisis Counselors, who claim that they were on a board-like committee that

filtered through referral suggestions to seek those that best fit the needs of texters. However,

although this committee has since been disbanded, Crisis Counselors actively want to be more

involved behind the scenes. Additionally, Crisis Counselors are not provided enough information

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 16

about the process of vetting and processing referrals; therefore, this Subcommittee requests more

transparency on this matter.

An understanding of the way the previous Referrals Committee operated would be

beneficial in creating a strong foundation for the potential formation of a Resources Committee,

which the Policy Changes Subcommittee would like to put forward as a request. Not only would

such a Resources Committee allow for more in-depth Crisis Counselor involvement, but it may

also allow for reconsideration and strengthening of the requirements for inclusion of resources.

This Subcommittee’s current understanding of requirements for resources is that they must have

not-for-profit origins, be free of advertisements, and be particularly unique in comparison to

pre-existing resources.

Additionally, it is to the understanding of the Policy Changes Subcommittee that one staff

member is involved in the process of accepting and rejecting resources. The current resource lists

on The Platform lacks description of the resource content, making it difficult to categorize. This

requires additional improvement. The Resources Committee should also be representative and

diverse to adequately acquire a wide variety of resources, in order to meet all texters’ needs.

Data

In direct response to the allegations that Bob Filbin manipulated the organization's data,

the Subcommittee requests further transparency of data being collected: what's being collected,

why, and how it's being used. Data can only be helpful if it is true data and the data being

gathered will be used for progression analysis, organizational forecasts, productivity, and

positive improvements for both the Crisis Counselors and the entirety of the Organization. This

request is essential for rebuilding the trust and to ensure that the previous report of inappropriate

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 17

and racially motivated data collected under the direction of the former CEO, Nancy Lublin, is

not repeated. If there are queried ongoing reports collected in direct relation to Crisis

Counselors’ performances on The Platform, it’s vital to understand to what extent that data might

become useful and open to be used as a resource on The Platform. Similarly, a readily accessible

overview of Crisis Text Lines’s “Data Philosophy” can provide much needed clarity and

transparency to those it most directly affects.

Possible Improvements on Marketing

As it is right now, Crisis Text Line’s social media marketing does not provide adequate

information about the services provided at Crisis Text Line and is sometimes misleading. The

social media accounts post mostly memes, and though that is an effective marketing strategy,

Crisis Text Line’s social media should also be a place where people can understand how the

organization functions. For example, posts on Crisis Text Line’s social media often state that

Crisis Text Line offers help “no matter what you’re going through.” This could be potentially

misleading, as it lends itself to an interpretation that Crisis Text Line can provide long-term care

for more complicated situations, where in reality, long-term use of the line is discouraged. A

possible improvement would be providing clarification that Crisis Text Line is a short-term

solution that can help get texters through a hot moment, but long-term care should be sought out

from the appropriate professionals. Further elaboration on Crisis Text Line policies in social

media page descriptions, such as Active Rescue, can prevent texters coming out of a

conversation feeling frustrated, for example because they were blindsided by the organization’s

Active Rescue policies or went in expecting resources that Crisis Counselors cannot provide,

such as medical referrals or advice.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 18

References

Craig, K., & Flaherty-Quemere, A. (2009). Implementing an automated acuity tool for scoring

case management cases and caseloads at Blue Cross Blue Shield of Massachusetts.

Professional case management , 14 (4), 185-191.

Hide Yamatani, PhD, MSW, MBA, Rafael Engel, PhD, MSW, Solveig Spjeldnes, PhD, MSW,

MA, Child Welfare Worker Caseload: What's Just Right?, Social Work , Volume 54, Issue

4, October 2009, Pages 361–368, https://doi.org/10.1093/sw/54.4.361

Sargent, P., Boaden, R., & Roland, M. (2008). How many patients can community matrons

successfully case manage?. Journal of Nursing Management , 16 (1), 38-46.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 19

Training Subcommittee

Co-chairs: Divya Daripalli and Sneha Gupta

Introduction

Crisis Counselors have felt woefully unprepared for shifts on The Platform. The duty of

the Training Subcommittee has been to consolidate these concerns and to channel them into

productive initiatives in order to improve the efficacy of Crisis Counselors and the experiences

texters have when engaging with Crisis Text Line. Data collected when surveying volunteers

show that the training program lacks education on significant parts of the crisis intervention

process, in turn leading to confusion and preventing volunteers from being able to help texters to

the best of their ability. The current simulations provided are inadequate, as they lack the

real-time pressure of a conversation on The Platform. In addition, training does not cater to the

diversity of the country and, now more than ever, it is important to recognize internal biases and

work towards creating a safe, equitable environment for everyone.

Proposals

The Subcommittee’s proposals for the new training program will be divided into two

parts: counseling skills and the diversity, equity, and inclusion (DEI) modules. Additionally, the

Subcommittee would like to request more transparency on ARs, mandatory reporting, feedback,

and quality scoring. Moreover, in order to provide realistic simulations and strengthen the

relationships between Crisis Counselors, the Subcommittee proposes a mentorship program.

Counseling Skills Training

Role playing and Shadowing: After surveying 91 Crisis Counselor, results of the training

survey showed that 52.8% felt that the simulations presented in-training were neither realistic nor

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 20

representative of the conversations taken on The Platform. Therefore, in order to ease new

volunteers into their first shifts, the Subcommittee proposes replacing the simulations for the first

half and second half, the practice full conversation, and the final conversation with roleplaying

opportunities with a higher-level Crisis Counselor (tentatively defined as Level 5 and above ). In

addition to roleplaying, the Subcommittee proposes to have the trainee shadow a high level

Crisis Counselor in real-time after the role-play is complete. This will, in turn, allow for a deeper

understanding of the flow of the operations mechanisms of The Platform. In support of this

proposal, 71% of volunteers strongly agreed they would have felt more comfortable on The

Platform had they had the chance to shadow a higher-level Crisis Counselor.

Mentoring Program: In addition to the shadowing and roleplaying opportunities, the

Subcommittee proposes a mentoring program wherein higher level Crisis Counselors will be able

to support lower level Crisis Counselors through practice, role playing, and debriefing. The

Subcommittee understands that Supervisors are responsible for juggling multiple Crisis

Counselors and texters. As such, if a Crisis Counselor requests to debrief in private after a

conversation, they should be able to ask for an available mentor through an already-existing

system. Furthermore, the Subcommittee understands that talking to real texters can be a rather

unnerving experience. In order to ease anxiety, the Subcommittee proposes the creation of a

practice queue, wherein Crisis Counselors will have the opportunity to roleplay and practice their

skills.

High-level volunteers will likely welcome the program, as it is an opportunity to facilitate

interactions between volunteers of different levels, and make use of time spent waiting in queue.

In addition, not only would such a mentorship program be beneficial in building relationships

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 21

between volunteers, but it would also show the higher level Crisis Counselors that they are

valued and trusted to take on the responsibility of passing down their experience to new

volunteers.

Restorative and Continued Training: Training is constantly updated and reviewed as

practices of crisis counseling are fine-tuned. As such, it is important for each Crisis Counselor to

keep up with training. In this proposed system, when a Crisis Counselor enters The Platform,

they will be able to choose whether they want to prioritize texters (the active texter queue) or

development (the continued training queue). Counselors who choose to prioritize development

will take lower priority in the texter queue than those who chose to focus on texters for that shift,

in turn allowing Crisis Counselors to refresh their skills and enhance their knowledge while still

fulfilling their volunteer hours. According to the survey administered to Crisis Counselors, 70%

agreed that volunteers must go through continued training in order to “renew, refresh, and

expand their skills.” After they finish reviewing the allocated training materials, Crisis

Counselors will then be placed in the active texter queue and continue operations as normal.

These training materials will consist of refreshers of skills with a special focus on the

multisystemic nature of society as well as more complex and in-depth DEI training. Considering

the high number of Crisis Counselors in-queue during a conventional shift at this time, this

would provide a productive way of utilizing volunteer hours on The Platform.

If a Crisis Counselor is returning from an extended break, they must take a refresher

training course - a more condensed version of the initial training - before returning to The

Platform. Furthermore, past hesitance to remove Crisis Counselors who have displayed hurtful

and/or discriminatory behavior is of special concern to this Subcommittee. As such, the

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 22

Subcommittee proposes a one-strike system, wherein Crisis Counselors who have displayed such

behaviour will be provided with specific learning materials and training. Should a Crisis

Counselor fail to exhibit growth or learning after a Coach or Supervisor calls in the volunteer for

discriminatory actions, the volunteer must be let go.

Diversity, Equity, and Inclusion (DEI) Training

Results from the training survey showed that 98% of the Crisis Counselors believe that

DEI training is crucial to work as Crisis Counselors, and 56% of Crisis Counselors believed that

20-50% of the training should have material focused on DEI. Multicultural training must be put

in place in order to target the preconceived notions, attitudes, and behaviors of Crisis Counselors

as it relates to marginalized communities. Previous studies have shown that implementing this

kind of training can increase comfort and openness while interacting with diverse populations

(Celinska and Swazo, 2016). The Subcommittee proposes that new DEI training includes

modules on implicit bias training, ally training, and additional anti-racist training. A

multicultural focus should ensure that all vulnerable populations are addressed in some capacity

in these training modules as well.

Bias Training: Unconscious or implicit bias is defined here as prejudice, unsupported

arguments, or unsupported judgements in favor of or against a person or group as compared to

another, usually in a manner that is unfair. Evidence suggests that these biases occur

automatically and are based on quick judgement (Fox, 1970). In order to combat implicit bias,

individuals must learn more about its existence and how it can be combated by individuals,

groups, organizations, and society at-large. The most successful training, research shows, will be

the one that focuses on “the cognitive processes that can lead to bias” (Lattal, 2016). As such,

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 23

Crisis Counselor training should include information about structural dynamics and systemic

racism, as well as strategies to fight against internalized biases. Such strategies typically include,

but are not limited to, listening to stories of others and sharing one’s own, developing brave

spaces to discuss unconscious bias, and avoiding stereotypes and overgeneralizations (Fox,

1970).

Diversity training is an ongoing process, and it would be improbable to cover every

intricacy in-depth during the short training period. As such, during training, the main focus will

be on recognizing bias and being an ally, with some focus on vulnerable populations. Later on,

during their time as a Crisis Counselor, volunteers will be able to access videos and lessons on

other intersectional topics (including historical lessons on oppression of various marginalised

communities) as a part of their continued training as well.

In accordance with multicultural training, the Subcommittee proposes an inclusive

training covering strategies and resources for a variety of topics including, but not limited to,

domestic violence, undocumented immigrants, neurodiverse texters, child loss, miscarriages,

racism, ableism, and much more.

Coaches

There has been confusion among Crisis Counselors regarding the role of a Coach. The

Subcommittee is asking for clarification on this matter, as well as on-time and additional

feedback from Coaches for the first few conversations a Level One Crisis Counselor takes. It is

believed that there must be more supervisory and current feedback on conversations, as feedback

is invaluable in the development of crisis counseling skills. A volunteer’s most sensitive and

greatest period of development occurs during their first 20 conversations. This is when a Crisis

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 24

Counselor must receive the most feedback, allowing them the opportunity to improve based on

advice from their respective Coach. The Substance Abuse and Mental Health Services

Administration has stated in their guide for successfully training that consistently evaluating

members gives Supervisors (or in this case, the Coaches) the chance to discuss performance with

volunteers, suggest changes, and figure out what is or is not working (SAMHA, 2005).

It has recently come to light that there are Crisis Counselor productivity and quality

scores. The Training Subcommittee requests access to these scores, along with strategies on how

to improve them. Transparency from Crisis Text Line will increase the quality of Crisis

Counselors’ work (Hattie, 2007).

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 25

References

Celinska, D., & Swazo, R. (2016). Multicultural Curriculum Designs in Counselor

Education Programs: Enhancing Counselors-in-Training Openness to Diversity.

The Journal of Counselor Preparation and Supervision, 8(3).

http://dx.doi.org/10.7729/83.1124

Fox, B. (1970, December 19). Unconscious Bias. Retrieved June 30, 2020, from

https://www.vanderbilt.edu/diversity/unconscious-bias/

Hattie, J. (2007). The Power of Feedback. In H. Timperley (Ed.), Review of Educational

Research (1st ed., Vol. 77, pp. 81–112). Review of Educational Research.

https://doi.org/10.3102/003465430298487

Successful Strategies for Recruiting, Training, and Utilizing Volunteers . U.S.

Department of Health and Human Services Substance Abuse and Mental

Health Services Administration Faith-Based and Community Initiative,

2005, samhsa.gov/sites/default/files/volunteer_handbook.pdf.

Lattal, A. (2016). The Hidden World of Unconscious Bias and Its Impact on the “Neutral”

Workplace Investigator. Journal of Law & Policy, 24(2), 411–466

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 26

LGBTQIA+ Subcommittee

Co-chairs: Faith Gipson and Frankie Williamson

Introduction

The aim of the LGBTQIA+ subcommittee is to create an environment that respects and

embraces LGBTQIA+ identities whilst also creating a place for allies to grow and learn how to

better support their LGBTQIA+ peers. This section of the document will focus on how active

rescues can be harmful for trans individuals, revision of training to include more information on

LGBTQIA+ issues, sharing pronouns with texters, LGBTQIA+ resources, diversity on the Crisis

Text Line website and promotional materials, and the disciplinary process for queerphobic

counselors.

Non-consensual Active Rescues for Trans Individuals

The LGBTQIA+ Subcommittee discussed the implications of the current Active Rescue

policy on trans texters. In a survey conducted by Trans Lifeline reaching over 800 trans

individuals across the US, respondents were asked to rate how comfortable they felt interacting

with doctors, nurses, paramedics, firefighters, and police officers on a scale of 1-5, respectively.

The average score for each profession was under 3, with police officers having the lowest,

scoring between 1 and 2 (Trans Lifeline, 2018). Meanwhile, According to the National

Transgender Discrimination Survey, at least a quarter of respondents reported being denied equal

treatment, harassed, disrespected, or assaulted in a hospital, and at least one-fifth of respondents

reported mistreatment in a mental health setting. Nearly half of respondents reported having been

harassed, asked to leave a public space, or assaulted after having to present incongruent identity

documents (Trans Lifeline, 2018). Exasperating these current concerns, a rule finalized earlier

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 27

this month by the Department of Health and Human Services means that the federal government

no longer recognizes gender identity as an avenue for sex discrimination in health care

(Sanger-Katz & Weiland, 2020).

Police training does not tend to prioritize mandatory crisis intervention orientation.

Despite these trainings being available, they are often optional and overshadowed by trainings

that encourage the use of brute force. Simply put, any person risks being harmed or killed when

in the presence of police; however, these chances increase exponentially when the person is

trans, BIPOC, or disabled (Please note the findings of the BIPOC Subcommittee for more

information on risk to BIPOC). For more information on how failure to properly train police

officers poses a risk to trans people, the Subcommittee is providing information on the death of

Kayden Clarke, an autistic transgender man, in his home on Feb. 4th, 2016. Clarke was shot dead

by a three person police officer team who entered his home using lethal weapons. Only one of

the three police officers were trained in crisis intervention (Autistic Advocacy Network, 2016).

Non-consensual active rescue poses several other risks for the LGBTQIA+ community. Young

callers frequently share that they have experienced a non-consensual active rescue after sharing

suicidal ideation with another support line. Many of these young people are not out to their

families, causing the active rescue procedure to potentially out them. This likely results in abuse,

rejection, and occasionally sudden, unexpected homelessness (Trans Lifeline, 2018).

Hospitalization following an active rescue adds another layer of risk. Approximately one-third of

transgender people live below the poverty line (Fitzsimons, 2019). For many callers, being

charged for an ambulance or hospital bill can make the difference between survival and being out

on the street. A history of involuntary commitment can also preclude them from receiving

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 28

gender-affirming medical treatment (such as surgery) in the future, or greatly decrease their

chances (Trans Lifeline, 2018).

The LGBTQIA+ Subcommittee also notes the hesitation on the part of trans texters to be

fully open with Crisis Counselors at Crisis Text Line due to the current Active Rescue policy.

The Trans Lifeline position statement highlights these concerns. When surveyed, many trans

individuals shared that they “would not be comfortable speaking to us [Trans Lifeline] about

anything from walking their dog to getting top surgery to coming out to family unless we assure

them that we will not call authorities without their consent” (Trans Lifeline, 2018). For the

purposes of collecting data to back up this position, the Subcommittee is also including some

anecdotal evidence. To protect their identity, their real names will not be used. When asked about

their comfort with using a hotline that performs non-consensual active rescues, both respondents

(trans identifying) replied that they would not use the service. One claimed that “it [crisis

hotlines that perform non-consensual active rescues] raises concerns over what I would be

comfortable discussing with the service, like what they may think is too serious and would need

emergency help called” (Williamson, 2020).

Taking these concerns into consideration, the LGBTQIA+ Subcommittee shared its

findings with the Active Rescue Subcommittee. The LGBTQIA+ Subcommittee supports the

proposals of the Active Rescue Subcommittee to ensure equity and safety for trans texters.

Training on LGBTQ+ Issues

This Subcommittee requests that Crisis Text Line provides diversity training to Crisis

Counselors that focuses on specific LGBTQIA+ issues that they will encounter with texters on

The Platform and with other Crisis Counselors that they interact with. Possible diversity training

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 29

options could include an adaptation of the Trevor Ally Training, which provides a basic

framework of understanding LGBTQ+ youth and the unique challenges they often face (The

Trevor Project, 2018). This training focuses on describing various terminology related to

LGBTQ+ communities, explaining the unique challenges facing LGBTQ+ youth, identifying

ways to create safer and more supportive environments for LGBTQ+ youth, and discussing the

services offered by the Trevor Project (this may be revised to focus on services offered by Crisis

Text Line) (The Trevor Project, 2020). Another potential alternative is the Safe Zone Project - a

free online resource providing curricula , activities , and other resources for educators facilitating

Safe Zone trainings (sexuality, gender, and LGBTQ+ education sessions), and learners who are

hoping to explore these concepts on their own (The Safe Zone Project, 2013).

Furthermore, the LGBTQIA+ subcommittee requests to revise the current policy around

only transferring to another Crisis Counselor in the case of gender-based violence, the end of a

Crisis Counselor’s shift, or if the conversation is triggering for the counselor. Texters who feel

more comfortable talking to counselors who share their same identity/experience should be

allowed to do so if the option is available. In addition, a randomized controlled trial of more

than 400 people in England published in The Lancet has shown that care from peer support

workers with lived experience of mental health conditions may help reduce the likelihood of

readmission for people who have recently left acute mental health care (Lancet, 2018). Potential

redesign to connect texters with a counselor who shares a similar lived experience could include

establishing a 1-2 question survey at the beginning of the conversation asking whether texters

would prefer to connect with a counselor who shares their lived experience should that be

possible.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 30

The LGBTQIA+ Subcommittee requests that Crisis Counselors are provided training on

how to use gender neutral pronouns with a focus to remain neutral using the pronouns

“they/them/theirs” with texters, other counselors, and staff members until they know otherwise.

Neutral terms such as “parent” as opposed to “mom” or “dad” should also be used. Studies show

that using a gender-neutral pronoun reduces mental biases that favor men and boosts positive

feelings towards women and LGBT people (Sample, 2019). Gender-neutral language

demonstrates inclusion for people who do not identify with the stereotypical gender binary. It

also ensures that potentially harmful memories are not brought up for people through incorrect

language usage (Yurik, 2019).

Sharing Pronouns with Texters

The LGBTQIA+ Subcommittee requests to allow Crisis Counselors to share their

pronouns with their texters should they choose to do so. However, this should not be required out

of respect for those who do not want to.

“If someone uses the wrong pronouns for them [trans/gender non-conforming folk], they

may feel invalidated and disrespected. People who fall outside of the commonly used

gender categories have the burden of telling others what their pronouns are. This can be

alienating, marking that person as different or ‘other.’ Learning to share pronouns is a

vital aspect of building a more inclusive society. Transgender individuals and those who

do not conform to the male or female gender categories often struggle when deciding to

tell others their pronouns — or asking people to use them. When cisgender people take

the lead in sharing their pronouns, it reduces the stigma associated with talking about

gender pronouns. It also signals to others that you are an ally” (Blackburn Center, 2020).

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 31

Identifying oneself as an ally of the LGBTQ+ community should be a primary and visible aim of

Crisis Text Line.

The Subcommittee recognizes that Crisis Text Line has already made some strides in

becoming more inclusive (e.g., making pronouns visible in global chat on The Platform , staff

having pronouns in email signatures, etc.), but there is still more work to be done. This anecdote

from Argo Collective shows just how valuable a small change such as placing pronouns in an

email signature can be:

“At Argo Collective, we always have our workshop attendees make a commitment before

the close of each session. One of our clients committed to adding his pronouns on his

LinkedIn profile. Two days after he added “He/Him” after his last name, a University

reached out to him and said they noticed he and some of his colleagues added pronouns

on LinkedIn. The University told him they had a transgender student who was looking for

an internship placement and this company seemed like a safe environment for the student

to begin their career” (Masure, 2018).

The Subcommittee understands that sharing pronouns with texters poses a certain risk

because it might alienate texters who either do not understand pronouns (and the Subcommittee

recognizes that a moment of crisis probably is not the best time to learn) or who are queerphobic

(while this behavior is not supported, it is understood that counselors are here to support people

in moments of crisis and their views may not necessarily align with those of the counselor). The

Subcommittee’s proposal, then, is to allow Crisis Counselors to share their pronouns if they

choose to and add a link to a website explaining pronouns in the beginning of the conversation.

This way, while texters wait, they can read up on what pronouns are (if they so choose) along

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 32

with the terms of service. This method is expected to create minimal disruption in supporting the

texter during their moment of crisis. The Subcommittee proposes that this be the website paired

with the Terms of Service: https://www.mypronouns.org/ (Sakurai, 2017).

LGBTQIA+ Resources

The Subcommittee first proposes that Trans Lifeline be added to the list of approved

resources. If there is concern that the person would prefer to only speak to someone who is

LGBTQIA+ and this isn’t feasible for Crisis Text Line, they could be referred to Trans Lifeline

which is staffed by trans crisis responders to respond to trans people in crisis (Trans Lifeline,

2020). The Subcommittee also proposes the Safe Zone Project as a resource, as it is a website

which contains a large amount of training on how to teach allyship, offers safe zone training, and

also provides a large amount of LGBT resources for those facilitating training on LGBT issues

(The Safe Zone Project, 2013). The Subcommittee envisions that this would be more of a

resource for counselors and staff to use rather than one provided to texters and the use of this

resource has been highlighted earlier in this section. The Bisexual Resource Center is another

strong resource that contains information for those facing issues due to bisexuality, including

stigma and difficulty fitting into queer and straight spaces, and it also provides links to find

bisexual support groups (Bisexual Resource Center, 2020). The Anti-Violence Project provides

bilingual (Spanish and English) abuse intervention hotlines, and helps with abuse reports. This

Project has significant experience in violence against those in the LGBT community, and can

also offer resources to help cover counseling (Anti-Violence Project, 2020). InterACT provides

resources and visibility for Intersex Youth, and helps explain laws surrounding intersex people

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 33

and their legal rights. InterACT also provides resources to help young people understand intersex

(InterACT, 2020).

At the moment, Crisis Text Line has 15 resources cited on their website for LGBTQIA+

texters. The Subcommittee believes that there is room for improvement, especially due to the

high volume of LGBTQIA+ texters reported. Currently, Crisis Text Line seems to be lacking

specific resources for intersex texters, bisexual texters, LGBTQIA+ people specifically in violent

situations, and LGBTQIA+ people dealing with adult issues such as workplace discrimination,

adoption laws, police brutality and arrests (ACLU could be a potential resource for this), and

raising children as a LGBTQIA+ family.

Lack of Diversity on Website/Promotional Materials

Currently on the website, there is no clear indication on the homepage that Crisis

Counselors are trained to be sensitive to LGBTQIA+ issues. In the “About Us'' tab, there is a

video that talks about Crisis Text Line and what it is, which heavily features Nancy Lublin. This

video talks about how 47% of texters to Crisis Text Line do not identify as heterosexual (Crisis

Text Line, 2013). Sexual and gender identity is also mentioned on the resources page. However,

the Subcommittee thinks it is important to make a clear declaration somewhere easily accessible

on the website that Crisis Text Line is LGBTQIA+ friendly. That way, if a texter is in crisis and

concerned about Crisis Text Line’s stance on LGBTQIA+ texters, they may easily identify that

information and feel safe texting in. The Subcommittee requests that Crisis Text Line adds a

section on its public facing website that it is an LGBTQIA+ friendly organization. This could be

a blurb, such as those on the homepage where there are six topics listed: “Coronavirus, Anxiety,

Emotional Abuse, Depression, Suicide, and School” (Crisis Text Line, 2013). In terms of social

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 34

media representation, the Crisis Text Line lacks supportive ads, social media posts, and

interactions related to the LGBTQIA+ community. The Subcommittee recommends that there

needs to be clear examples and mentions of LGBTQIA+ support on social media. In this

generation, it is common for people to survey a resource on social media before engaging.

Generally, most of Crisis Text Line’s posts about LGBTQIA+ issues are during pride

month. To ensure that Crisis Text Line is being represented as a safe space for these texters, the

Subcommittee thinks it is imperative to talk more openly about Crisis Text Line as an ally. This

can also help with building texter rapport since counselors would not need to establish that

allyship as in-depth early in the conversation if texters already feel safe.

Disciplinary Process for Queerphobic Crisis Counselors

In the discussions with the members of this Subcommittee, many counselors revealed that

they were unsure of the process for reporting Crisis Counselors who exhibit queerphobic

behavior. This includes, and is not limited to, intentional misgendering, microaggressions about

the LGBTQIA+ community, deadnaming, or mishandling conversations with LGBTQIA+

texters. Generally most people have been unaware of the current system, which is the “Talk to

Us'' button on The Platform. In the general chat, on The Platform and Our Network, there is

potential for unsafe dialogue that could negatively impact the mental health of LGBTQIA+

Crisis Counselors. The Subcommittee requests a clear reporting system for these issues. There

are several things that will be imperative in this process. Firstly, a clear and well-communicated

reporting system. There should be a way to report behavior of other counselors that is easy to

find and is well advertised. This would function similarly to a HR report system in a general

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 35

corporate structure. This also should be somewhere easily accessible to Crisis Counselors at any

point.

There should also be a level of anonymity to reports so that Crisis Counselors feel

confident reporting things without concern of potential pushback. Crisis Text Line staff would

know who reported them, but the person who was reported should not know the identity of who

made the report. A clear investigation will be key. There should be follow-up by staff with the

person who made the report so that they know that their concerns are being taken seriously and

that a thorough investigation is conducted. It would make for a healthier reporting system to

know that reports are not just being left untouched. This subcommittee endorses the ideas

proposed by the Training Subcommittee regarding disciplinary actions following reports.

During these discussions, the necessity for texters to be able to report queerphobic Crisis

Counselors was also discussed. Although there is a feedback survey at the end of the

conversation, that could leave the texter wondering if anyone is checking the surveys besides just

for data. The disciplinary function for this should function how the disciplinary process for Crisis

Counselors exhibiting queerphobic behavior towards other Crisis Counselors has been proposed

to function. Possibilities for fixing the reporting steps for this issue are: a link at the beginning of

the conversation that gives texters a form where they can report behavior and can choose to enter

info for a follow up, or an option to include data during the feedback survey if they want

someone to contact them about their feedback.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 36

References

About Us. (n.d.). Retrieved June 28, 2020, from https://www.crisistextline.org/about-us

Affiliates. (n.d.). Retrieved June 28, 2020, from https://www.aclu.org/about/affiliates

"About » The Safe Zone Project." The Safe Zone Project. Last modified July 2, 2013.

https://thesafezoneproject.com/about/.

Anonymous, interview by Frankie Williamson, Text, June 18th, 2020.

Autistic Self Advocacy Network. "ASAN Joint Statement on the Death of Kayden Clarke."

Autistic Self Advocacy Network. Last modified October 6, 2016.

https://autisticadvocacy.org/2016/02/asan-joint-statement-death-of-kayden-clarke/.

Crisistextline.org. (n.d.). Retrieved June 28, 2020, from https://www.crisistextline.org/

Fitzsimons, T. (2019, October 29). Almost 30 percent of bisexual women, trans people live in

poverty, report finds. Retrieved June 3-, 2020, from

https://www.nbcnews.com/feature/nbc-out/almost-30-percent-bisexual-women-trans-peo

ple-live-poverty-report-n1073501

Home - interACT: Advocates for Intersex Youth. (n.d.). Retrieved June 28, 2020, from

https://interactadvocates.org/

Lancet. "Support from People with Lived Experience Reduces Readmission to Mental Health

Crisis Units." Medical Xpress - Medical Research Advances and Health News. Last

modified August 3, 2018.

https://medicalxpress.com/news/2018-08-people-readmission-mental-health-crisis.html.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 37

Masure, Max. "Why I Put Pronouns on My Email Signature (and LinkedIn Profile) and You

Should Too." Medium. Last modified March 14, 2019.

https://medium.com/gender-inclusivit/why-i-put-pronouns-on-my-email-signature-and-ln

kedin-profile-and-you-should-too-d3dc942c8743.

NYC Anti-Violence Project. (2020, June 18). Retrieved June 28, 2020, from https://avp.org/

Norton, Ken. "Voices of Lived Experience Can Save Lives." NAMI: National Alliance on

Mental Illness. Last modified September 14, 2018.

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an-Save-Lives.

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2017. https://www.mypronouns.org/.

Sample, Ian. "He, She, or ... ? Gender-neutral Pronouns Reduce Biases – Study." The Guardian.

Last modified August 5, 2019.

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"Trevor Ally Training – The Trevor Project." The Trevor Project. Last modified April 27, 2018.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 38

https://www.thetrevorproject.org/about/programs-services/trevor-ally-training/.

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utral-vocabulary/.

SECOND EXECUTIVE SUMMARIES OF THE OUTREACH COMMITTEE 39

Members of the Change Is Now Outreach Committee (6/30/20)

Abram, Alexandra S, Allie, Allie G, Allison, Allison C, Amanda F, Amanda H, Amanda S,

Amanda Y, Amelia, Amelia, Andrew, Ange, Anissya, Annie, Ari, Austen, Austin

a

, Bailey, Betty,

Brian, Brianna R

c

, Brittany, Brooke, Caitlin, Caroline, Carolyn Q, Caryn, Cecirahim S

a

, Charlotte

L

c

, Cherlin, Christina, Christina, Christine, Connor, Cordy, Dani, Dany, Darrian, Dawn, Deb,

DialSquare, Divya D

c

, Ed S, Ellie, Emilio, Emily, Emma, Emma, Erandy, Erin, Faith G

c

, Frankie

W

c

, Gabbie Z

b

, Gary, Gwen, Hal, Hannah, Hannah P, Hayley J

c

, Jarvis, Jenny, Jessica A

c

, Jessica,

JJ, Jonathan, Jordan, Joyce, Julia K

b

, Junpei T

a

, Kaitlyn T

b

, Kate, Kath W, Katie R, Kayla,

Kelsey, Kelsey T, Kimberly S, Kimi, Lauren D, Lily, Lindsay R

c

, Lisa, Liza, Logan, Lucia,

Mackenzie, Macy, Maddie K, Madilynne, Maggie, Mahi G, Marissa, Mary L, Matthew, Megan

M, Melanie, Melissa, Michelle C, Michelle T, Mina, Molly, Morgan, Nadav, Nehal, Noosh,

Patty, Rachel, Rachel S, Rebecca, Riley, Sahil, Samantha, Sara, Sarah, Sarita, Sean, Sheila O,

Sneha G

c

, Sofia, Sophie D, Steph, Surosree C

c

, Sydney, Webs, and Wyatt R

a