Data Philosophy

We believe that the information exchanged in our messages, the pace of those messages, the time of day, and the word choices, can help unlock the secrets to better mental health.

By implementing data science and machine learning from day one, we have created the largest mental health data set in the world. Unlike other large-scale datasets on mental health and crisis, our data has incredible volume, velocity, and variety. We’re one of the few datasets with an integrated problem-solution, where each conversation can be treated as an experiment in reducing crisis.

We use this data internally to make our service smarter and faster to help Crisis Counselors focus on doing what they do best: talking to texters in crisis. We share aggregated and anonymized data on www.crisistrends.org, which is updated daily.

HOW WE COLLECT DATA

Our terms of service are simple: When texters choose to message us to use our service, we may automatically receive and collect the phone number they texted us from and their mobile
service provider.

Other than that, the only Personally Identifiable Information that we collect is the stuff texters voluntarily provide to us. Some of the types of Personally Identifiable Information that we may request that texters disclose may include their name, age, address, and zip code, particularly if necessary
to respond to an imminent risk of death or serious bodily harm, or to make a mandatory report concerning suspected child abuse or neglect.

Additionally, if texters choose to take a survey on Crisis Text Line via a link sent following a conversation, we may ask about the texter’s experience in that conversation. The texter can totally choose to keep responses anonymous. It’s their call.

PRIVACY

When we launched in the US, we looked at privacy standards around the world and adopted the Irish guidelines—the strictest in the world at the time. We are GDPR compliant, reviewed by Infoway in Canada, and remain user-first in our approach to privacy.

PUBLISHED RESEARCH

We have created a research fellowship for world-class machine learning and artificial intelligence researchers. They are working with one of the country’s most important data sets to create a consistent flow of insightful research and data science products that Crisis Text Line uses to improve the crisis space as a whole. To date, nine papers have been published in leading academic journals. Learn more about our Open Data Collaborations.