The price of obtaining mental health help in a crisis is becoming grist for a machine learning mill. And it’s not just users of CTL who pay; it’s everyone who goes looking for help when they need it most.
But instead of using these tools, most regulators seem content to bury their heads in the sand. Officially, you can’t give legal advice or health advice without a professional credential. Unofficially, people can get such advice in all but name from tools and organizations operating in the margins.
And we need that engagement more than ever. People who seek help from experts or caregivers are vulnerable. They may not be able to distinguish a good service from a bad one. They don't have time to parse terms of service dense with jargon, caveats, and disclaimers. And they have little to no negotiating power to set better terms, especially when they're reaching out mid-crisis.
And that’s the true harm—when people won't contact a suicide hotline because they don't trust that the hotline has their sole interest at heart. That distrust can be contagious: Crisis Text Line's actions might not just stop people from using Crisis Text Line. It might stop people from usingTo fix this, we need to rethink advice and care for a digital world and design consumer protections that preserve trust in such help.
Beyond policymaking and regulation, we simply need a better common language for understanding emerging advice and care relationships. People should understand what they're getting when they use legal help software or text a crisis hotline, without having to become experts themselves. It’s time to throw out the traditional tech playbook of flashy marketing copy, legal disclaimers, and slot machine-like user interfaces.
In a crisis, people deserve a helping hand. They shouldn't have to decide whether that hand is worth taking.
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