A new NHS-funded Crisis Text Support Service has launched across the East of England, making reaching out for mental health support easier by providing free, confidential support via SMS, WhatsApp and online chat, 24 hours a day, seven days a week.
The service offers an alternative for people who feel more comfortable communicating through text rather than speaking on the phone or in person, connecting them directly with trained mental health professionals when they need support. Available to children, young people and adults, it can help people experiencing anxiety, loneliness, overwhelming thoughts or those who simply need someone to listen.
People can access support through:
• SMS: Text ‘SOS’ to 80899
• WhatsApp: 0800 884 0655
• Webchat: https://nxgthrive.co.uk/crisis-text-service/
Commissioned by the NHS Central East, NHS Norfolk and Suffolk and NHS Essex Integrated Care Boards, and delivered by NXG Thrive, the service is available to people living in Bedfordshire, Cambridgeshire, Essex, Hertfordshire, Luton, Milton Keynes, Norfolk, Peterborough and Suffolk.
Dr Andrew Rochford, Executive Medical Director for NHS Norfolk and Suffolk Integrated Care Board (ICB) said: “The launch of the East of England Mental Health Crisis Text Service gives people another way to access mental health support when they need it most. The service is designed to complement existing NHS mental health services, including crisis lines and local support available across the region, helping to ensure people can access the right support in the right way.
“We know that reaching out for help takes courage. For many people, especially younger people, sending a message can feel far less daunting than making a phone call or speaking face-to-face. That’s why we’re pleased to offer a service that meets people where they are and allows them to seek help in a way that feels comfortable to them.
“With no minimum age and support available around the clock, we hope this service will make it easier for more children, young people and adults to reach out early and access the support they need.”
The service is entirely staffed by registered health and care professionals. When a person reaches out, they are connected to one of the Crisis Text Responders – all of whom are qualified and experienced mental health professionals from backgrounds including psychology, counselling, social work and mental health nursing.
They are trained in safeguarding, crisis intervention and evidence-based therapeutic approaches and can support people in distress, assess risk, develop safety plans and connect individuals to appropriate local services.
The web chat option also includes real-time translation tools, so responders can communicate in the sender’s first language.
The service is integrated with mental health services, helping people access timely support and signposting to local services and specialist care if needed.
Alfred Bandakpara-Taylor, Director of Commissioning – Adult Mental Health and Neurodiversity for NHS Essex ICB said: “As we move into the autumn and winter months, we know that many people can find this a particularly challenging time of year. Shorter days, social pressures, feelings of loneliness and worries about work, money or family circumstances can all have an impact on mental wellbeing.
“This service provides a free source of support at any time of day or night, ensuring people have somewhere to turn whenever they need help or simply someone to talk to.
“There’s lots of other support on hand too to help people through winter. We encourage residents to visit their local ICB and council websites to explore the advice, services and practical support on offer to help them stay warm, well and connected.”
Dr Fiona Head, Medical Director for NHS Central East ICB said: “We want to make sure the mental health services we commission reflect the needs of our local communities, so people can get the right support, at the right time and in a way that works for them. That means offering a range of services that recognise people may want to seek help in different ways.
“This new service gives people another important option alongside existing mental health services, offering greater choice and helping them get the care and support that’s right for them when they need it.”