If you called a free suicide helpline before, you might be wondering who is behind those lines; what are their stories like, why are they doing it for free, and what’s in it for them. You might also be thinking about how they prepare themselves before they answer the calls, what their expectations are, how they manage the emotional weight, and their purpose in helping someone through their hardest moment.
At the Suicide and Crisis Center of North Texas, many volunteers lend their voices to the Texas crisis hotline each year, offering comfort to people facing their darkest moments. These volunteers are the heartbeat of the suicide organization’s mission. They are trained, supported, and part of a deeply empathetic community that gives time and care to every call. Here’s a look at what to expect if you’re thinking about becoming a volunteer.
Training Commitment and Purpose
Every new volunteer begins with a 10-week training series, meeting once a week. The curriculum builds a practical, research-based skill set for crisis intervention over the phone.
Through this training, volunteers learn how to de-escalate distress, guide callers toward safety, and create a safe space for genuine conversation. The work follows standards set and accredited by the American Association of Suicidology, ensuring consistent, evidence-informed practices.
As Clark, one of our experienced volunteers, explains, “The goal isn’t to fix someone’s life in one call, it’s to help them move from a place of overwhelm toward calm, and to help them see that options still exist.”
A Supported Start and a Community of Care
After training, the volunteer begins by observing. No one will ever be thrown in the line alone; they will observe how senior volunteers talk, learn the right words to use, and learn to empathize. Then they will move into taking supervised calls with real-time coaching. They will do paired shifts until both the volunteer and the trainer feel confident that they are ready. Shifts at the Texas crisis hotline are taken at the center for connection, immediate debrief and access to trainers.
“We’re part of a community that’s generous with time and empathy. Everyone shows up not just for the callers, but for each other,” shared Clark.
This sense of belonging is what keeps so many volunteers committed year after year. They aren’t just part of a suicide organization; they’re part of a movement grounded in compassion and human connection.
Learning What to Say (and What Not to Say)
Most callers to the Texas crisis hotline are not actively suicidal. Many of them are navigating stress, grief, loneliness, anxiety, depression and feelings of failure, and this is equally as important. That is why what the volunteer says and does not say will matter and make all the difference.
For someone without crisis training to handle sensitive situations appropriately, like talking to a depressed person, common phrases like “If I can do it, so can you”, “Things will be okay tomorrow”, “Don’t think too much about it”, “You got this”, “It’s just in your head”, etc. are not helpful. Although with probably good intentions, these cliché statements seem like they are invalidating this caller’s feelings. That can feel dismissive to someone in deep pain, grieving, or helplessness. That is why our volunteers are trained to practice empathizing and use non-stigmatizing language that validates emotions rather than minimizing them.
Time Commitment and Service Details
After completing training, volunteers typically serve one four-hour shift per week, about four shifts a month. All calls are taken in person at the center to ensure safety, support, and a sense of connection.
New cohorts are accepted twice a year, in spring and fall, with flexible start dates based on availability. This consistent structure allows new volunteers to join a steady rhythm of learning, listening, and helping.
Human Connection Matters
The world today is becoming more fast-paced with the use of Artificial Intelligence or AI. Now, there are studies where mental health is being explored to use AI as a therapist. But are there some things that technology won’t be able to provide? Human empathy, caring tone, silence, and intuition are things no algorithm can replicate. While AI tools may analyze data or offer text-based responses, human connection remains the heart of suicide prevention. Our free suicide helpline remains grounded in human connection. A trained human can hear pain, signs of suicide, hesitation, and hope in the caller’s voice.
That’s why Suicide and Crisis Center North Texas continues to invest in real people for real conversations, a safe space and empathic listeners, because every voice, tone, listening, and sign matters.
Join Us
This is the place where your calling and presence can make a difference. You might have a story behind joining or simply want to help others through their moments of crisis. Volunteering at the Texas crisis hotline is a meaningful way to give back and to be part of something bigger than yourself. Our community is trained to be empathetic and to spend our time with those who feel overwhelmed and helpless.
You don’t need experience, just a coachable mindset and willingness to listen.
The best volunteers start as learners, not experts.
“Curiosity and compassion matter more than having all the answers,” says Rex, another SCC crisis worker. “You just have to show up.”
If you’re interested in learning more about volunteer opportunities at the Suicide and Crisis Center of North Texas, visit our website or contact us to know when the next training session begins.
Because sometimes, the greatest gift you can give is your time and your willingness to listen.
A big thank you to Rex and Clark for sharing their insights on what makes a great volunteer, helping you determine if this is the right opportunity for you.