Build the next generation of hotlines and helplines with Twilio to meet the sharply increasing demand for crisis counseling.
The COVID-19 pandemic has dramatically accelerated what already was a growing need for crisis intervention services around the world. More people than ever are reaching out for help, while organizations transition to digital services to keep their communities and staff safe.
Nonprofits on the front lines of crisis services are building and scaling modern, purpose-built contact centers using Twilio Flex to ensure that everyone in crisis gets quality care when they need it most.
The past few years have dramatically changed the way we communicate. For instance, research suggests that young people would rather go without help than talk on the phone. People in many parts of the world are increasingly using WhatsApp as a primary form of communication. The channels available to reach out for help must evolve to match these trends.
Incorporating these new channels of communication is proving to be essential in allowing people to reach out in the way they feel most safe. Crisis hotline providers are turning to Twilio to build omnichannel experiences that lower the barrier for crisis-affected people to access the help they need.
The IRC provides refugees with information on legal aid, healthcare, and housing, and built a conversational helpline with Twilio Flex and WhatsApp.
In 2014, Trans Lifeline was founded as a peer-support and crisis hotline, and remains the only service in the country in which all operators are transgender. Their community of operators reaches more trans people than any other organization in North America, and to date, the organization has answered 88,290 calls from around the world.
Crisis Text Line uses Twilio to connect people suffering from harmful thoughts, abuse, and addiction with counselors trained to help through SMS and Facebook Messenger.