NXG Thrive is proud to launch the NXG Crisis Text Service.
A free, confidential support service designed to ensure that no one has to face life’s challenges alone, when support is now only one message away. This service provides immediate access to trained responders through Whats App, SMS and online chat, offering a safe, non-judgemental space for anyone experiencing emotional distress, anxiety, loneliness, overwhelming thoughts or simply needing someone to listen.
The Crisis Text Team.
Each Crisis Text Responder is a highly trained mental health professional, qualified in disciplines such as psychology, counselling, social work or mental health nursing and registered with a recognised UK professional body.
They are experienced in supporting people experiencing emotional distress, assessing risk, de-escalating crises, developing safety plans and connecting individuals to the most appropriate support.
Every responder is trained in safeguarding, crisis intervention, evidence-based therapeutic approaches, and works within strict clinical governance standards to provide compassionate, confidential and effective support 24 hours a day.
Service User Confidentiality & Privacy Notice.
1. Our Commitment to Your Privacy.
When you reach out to our service, your conversations are confidential. We provide a safe, discreet, and anonymous space for you to share what is on your mind. We do not sell, rent or share your personal text transcripts or profile details for marketing or commercial purposes.
2. The Limits of Confidentiality.
Your confidentiality is deeply protected, but it is not absolute. To ensure your safety and fulfil our legal duties, our team will share information with emergency services or safeguarding authorities without your consent if we uncover specific situations where there is an imminent risk of harm.
We will only break confidentiality under the following strict scenarios:
Imminent Risk to Life: You state an explicit plan, intend to act on thoughts of suicide within a current time frame, have immediate access to means or reveal that you have already initiated self-harm or an overdose.
Safeguarding Children (Under 18): We discover or suspect that a child or young person is experiencing or is at risk of significant Harm. This includes physical, emotional or sexual abuse, neglect, Child Sexual Exploitation (CSE), or Criminal Exploitation (such as county lines drug running).
Vulnerable Adults: We discover that a vulnerable adult is facing acute abuse, severe neglect or institutional exploitation where they are unable to protect themselves.
Public Safety & Legal Mandates: We are legally required to do so by a court order or we receive explicit information regarding acts of terrorism or weaponised, organised violence threatening the wider public.
3. What Information We Collect and Share in an Emergency.
If our Designated Safeguarding Lead (DSL) or Shift Clinical Lead determines that the threshold to break confidentiality has been met, we will only share the absolute minimum amount of data required to locate you and keep you safe. This data is shared securely under the vital Interests and Public Task gateways of the Data Protection Act 2018 and UK GDPR: your mobile phone number (MSISDN). Available digital footprints (such as your IP address or mobile network triangulation metadata) to help blue-light services identify your geographic location. Redacted extracts of your text messages that provide the clinical or legal justification for the emergency alert.
4. How We Safeguard Your Data.
All text interactions are processed inside a highly secure, encrypted environment. Your records are stored using industry-standard encryption protocols (TLS 1.3 for data in transit and AES-256 for data at rest). De-identified, anonymised statistics from our interactions are logged securely with the national Mental Health Services Data Set (MHSDS) to help improve NHS mental health services across the country.
Downloadable Content: Coming soon
Official posters.
Official leaflets.