The following Terms of Service apply to the Text Line Program text services. They have been developed by Crisis Support Services of Alameda County.

For end user privacy and terms & conditions, go to: Texting Software for public health and healthcare

Crisis Support Services of Alameda County reserves the right, at any time, to modify, alter, or update these terms and conditions. Any changes will become effective immediately. Each time you opt in with the keyword “SAFE” to 20121, you will be presented with the current Terms of Service for acceptance. Upon opting into the service with the keyword, you are required to accept the Terms of Service to use these services.

If you believe you are experiencing a medical emergency, please call 911 immediately.

WHAT IS THE TEXT LINE? HOW DOES IT WORK?

Our primary purpose is to provide emotional support to you. You do not need to have current suicidal thoughts to use the Text Line.

You do not have to accept any referrals or resources offered to you by the Text Line.

• There are some exceptions related to a person’s safety. You can read more under our Privacy Policy.
• You can accept or refuse any future support contacts or follow-up offered by a Text Line crisis counselor.

The Text Line Program is not a mental healthcare treatment or provider. Your use of the Text Line service does not create a legal confidential relationship. Examples of a legal confidential relationship include, but are not limited to, licensed doctor-patient or licensed therapist-patient. The Text Line Program is not a substitute for professional health care.

The Text Line Program provides support 24/7 on the Text Line to residents of Alameda county.  Text Line Program expressly disclaims all warranties of any kind, whether express or implied. This means we do not make any promises or guarantees about Text Line services. For example, we do not guarantee that Text Line will:

• meet your requirements;
• be timely, uninterrupted, or error-free; or
• meet your expectations.

YOUR RESPONSIBILITIES

You assume all risks for use of this service.

You also agree to:

• Be respectful to the crisis counselor supporting you. We understand that you may be experiencing strong emotions and you are allowed to be angry, sad, and every other feeling. Crisis counselors are here to support you and give you space to have varied emotions. They also deserve and expect to be treated with respect in return.
• Not spam the lines. This includes generating multiple texts with the intent to increase wait times or target specific crisis counselors.
• Not intentionally harass crisis counselors or anyone else connected to the  Text Line Program.
• Not attempt to make in-real-life connections with crisis counselors or other people connected to them (such as friends or relatives). This means you will not attempt to find someone’s social media accounts, physical address, personal phone numbers, or other similar identifying information.
• Not send sexually explicit content via text or other private accounts.
• Not threaten the crisis counselor, the Crisis Support Services organization, or anyone else connected to Crisis Support Services of Alameda county. Threats of violence are taken seriously and may result in police being contacted.
• Not engage in “swatting” behavior. Swatting is the intentional sharing of another person’s address in an attempt to send police to their location, despite them not being at risk of harm to themselves or others.
• Not share a crisis counselor’s personal information on public platforms, such as social media. This includes their face, full name, location, workplace, etc. that might make it easier for others to find them.
• Not videotape or record conversations and share them on public platforms and/or social media.

Crisis counselors will ask you to stop the above behaviors and they have the right to disconnect from you if the behaviors continue. Some of the above behaviors are crimes depending on your location or the location of the crisis counselor. The Text Line Program takes these offenses seriously. If behaviors continue after you’re asked to stop, the Text Line Program may contact police. Continuation of such behaviors can result in suspension from utilizing the service. 

OUR RESPONSIBILITIES

Please see our Privacy Policy and CSS Confidentiality Statement for specific information regarding personal information, security, and data.

Text Line Program is not responsible for decisions you may make while contacting the Text Line. We are also not responsible for any decisions you make after contacting the Text Line such as decisions about seeking professional care. This also includes decisions to change or stop treatments you are currently receiving.

Text Line Program is not liable for actions taken (or not taken) by you or a third party. You agree to indemnify us and hold us harmless for damages arising out of your use of the Text Line. Without limiting the above, in no event is the Text Line Program liable for any special, incidental, consequential, or indirect damages. This means the Text Line Program is not responsible for any costs, financial or otherwise, you may incur after contacting the Text Line.

COSTS TO YOU

Crisis Support Services Text Line Program does not charge anyone to contact the Text Line. You may, however, incur some charges:

• Your phone bill, depending on your phone plan. Standard message and data rates may apply. Texting with services on the 20121 short code is free on these carriers: Verizon Wireless, AT&T, T-Mobile, MetroPCS, Sprint, Cricket, Nextel, Boost, Virgin. For all other carriers it’s “standard rate”, which is whatever you pay for messages in your cell phone plan. 
• Emergency services. If the Text Line Program contacts emergency services like 911 after your session, you may receive a bill. This could include charges for an ambulance, hospital stay, etc. Please see LAW ENFORCEMENT AND 911 for more information about when we may contact emergency services.
• Outside referrals. If a counselor connects you to a resource or referral outside the Text Line and you use that referred service, you may receive a bill from that service. We recommend you ask about fees, insurance coverage options, etc. before using any services outside of the Text Line.
• Medicaid or other insurance programs. You do not have to share any information, like your social security number, with the Crisis Support Services Text Line. 
• Crisis counselors must be open and honest with you about any charges they know about when offering referrals. The only exception to this policy is when emergency services are contacted due to imminent safety concerns.

LAW ENFORCEMENT AND 911

We reserve the right to disclose personally identifiable information (PII) to authorities (such as 911) at our sole discretion and as required by law. Some examples of when we would disclose PII include, but are not limited to:

• a person’s life is at imminent risk of death or serious injury;
• a minor or elder is being abused (according to their state’s laws); or
• a threat is made to a crisis counselor; the Crisis Support Services office; or affiliated individual that we believe needs to be investigated.

Learn more about your Privacy and Confidentiality.