全球性的危机支持,只需一条短信 Nancy Lublin: Crisis support for the world, one text away

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演员: Nancy Lublin


台词
"I'm 14, and I want to go home."
“我今年 14 岁,我想回家。”
"My name is Beth, I'm here for you,
“我叫贝丝,有我在这儿帮你,
tell me more."
请告诉我更多信息。”
"I've run away before,
“我以前也从家里逃出来过,
but I've never been involved with anything like this.
但是从来没有经历过这样的事。
I think they put drugs in my liquor."
我觉得他们在我的酒里下药了。”
"It sounds like you feel you're not safe.
“听起来你觉得自己不安全。
The fastest way for me to get help to you
对我来说,能够最快帮到你的方法
is for you to call 911."
就是让你打报警电话。”
"LOL, Beth.
“呵呵,贝丝。
If they hear me, they'll kill me.
如果他们听到我,会杀了我的。
They're about to send another man in to have sex with me,
他们就要派另一个人进来强奸我了,
please hurry."
请赶快。”
"OK, it sounds like you're in danger.
“好的,听起来你处于极大的危险中。
I can call 911 for you and send help.
我能帮你报警并且派来支援。
You're being very brave."
你很勇敢。”
"Thanks, Beth.
“谢谢你,贝丝。
Tell the police to be careful, these men are armed."
告诉警方要当心,这些人有武器。”
I can share this story with you,
我可以跟你们分享这个故事,
because it was widely reported in news outlets throughout the country.
是因为这件事在全国各地 的新闻媒体上被广泛报道过。
We did call 911.
我们确实报了警。
The police rescued this girl,
警察解救了这个女孩,
two other girls,
以及另外两名女孩,
and arrested three men,
并且逮捕了三名男子,
all at the Motel 6 in San Jose.
就在圣何塞的 6 号汽车旅馆。
My name is Nancy "Beth" Lublin.
我叫南希 “贝丝” 卢布林。
I'm the cofounder and CEO of Crisis Text Line,
我是 “Crisis Text Line” 的 共同创始人兼首席执行官,
the free 24/7 service
我们提供每周 7 天、 每天 24 小时的免费服务,
that helps people by text and Messenger,
通过短消息的形式帮助那些
with mental health and behavioral health issues.
有心理或行为健康问题的人。
And when I go on the platform as a crisis counselor,
当我以危机顾问的身份登陆平台时,
I use the alias "Beth."
我用化名 “贝丝”。
I happen to be the crisis counselor who took that conversation.
我碰巧就是负责 那次对话的危机顾问。
But this is what Crisis Text Line is.
但 “Crisis Text Line” 就是这样,
It's strangers helping strangers in their darkest moments
由陌生人帮助那些 正处于最黑暗时刻的其他陌生人,
to stay alive, feel less alone,
帮助他们活命,不再感到那么孤独,
and to remind them how strong they are.
并提醒他们,他们有多坚强。
Crisis Text Line launched quietly in August 2013
“Crisis Text Line” 于 2013 年 8 月
in Chicago and in El Paso,
在芝加哥和埃尔帕索悄然开通。
and within four months,
在四个月内,
we were in all 274 area codes of the United States,
我们就扩展到全美国 274 个区号覆盖的地区,
because people used the service,
因为使用过这项服务的人
had a great experience and shared it with their friends --
有着非常好的体验, 并且分享给了他们的朋友们——
that's organic growth.
这就是有机增长。
And in six and a half years,
在六年半的时间里,
we've now processed about 150 million messages.
我们已经处理了约 1.5 亿条信息。
The people who use our free 24/7 service
使用我们这项 7*24 小时免费服务的人
skew young,
偏年轻,
because it's text, so they skew young.
因为要使用短信,所以他们偏年轻——
45 percent are under the age of 17.
45% 的用户在 17 岁以下——
Also poor, racially diverse.
同时相对贫穷,种族多样。
17 percent identify as Hispanic,
17% 的人是西班牙裔,
and 44 percent LGBTQ.
44% 的人是 LGBTQ 群体。
The top five issues that we see are relationships,
我们看到的前五个问题是情感危机,
depression, anxiety, self-harm
抑郁、焦虑、自残,
and in approximately one in four conversations,
同时大约有四分之一的人
suicidal ideation.
有自杀想法。
Everyone texting us is unhappy,
每个给我们发消息的人都不快乐。
yet we normally have about an 86 percent satisfaction rating
然而,通常在发消息给我的人中,
from our texters.
86% 表示满意。
What makes it so good?
为什么效果这么好呢?
The technology, the data and the people.
这要归功于我们的技术、数据和人。
So, the technology.
那么,技术方面,
It is not an app.
它不是一个应用。
It's not something you have to download.
不是什么你必须要下载的软件。
It's free,
它是免费的,
there's no complicated intake survey,
也没有复杂的采用调查,
so it's really user-friendly.
所以对用户十分友好。
You just text us.
你只需要给我们发短信就行了。
We use machine learning to stack-rank the queue
根据情况的严重性, 我们使用机器学习
based on severity.
对需求进行排序。
Kind of like a hospital emergency room would take the gunshot wound
类似医院急诊室 会优先处理枪伤患者,
before the kid with a sprained ankle.
再处理扭伤脚踝的孩子一样。
We work the same way.
我们的工作原理是一样的。
So we take the high-risk cases first.
所以我们优先处理高危事件。
So the person who swallowed a bottle of pills
因此吞下一整瓶药自杀的人
would come before someone else.
会优先于其他人接受服务。
This is data science to save lives.
这是拯救生命的数据科学。
But it's humans who do the counseling.
但咨询工作是由人来负责的。
We've trained over 28,000 volunteer crisis counselors
我们已经培训了超过 28000 名志愿危机顾问,
who apply online, go through a background check
他们在网上申请, 等待背景调查,
and then about a 30-hour training.
然后接受大约 30 小时的培训。
And if they pass --
如果他们通过测试——
not everybody passes,
不是每个人都能通过,
there's only a 33 percent pass rate --
只有 33% 的通过率——
they can save lives from their couch.
他们就可以坐在沙发上拯救生命了。
It's a new gig economy for volunteerism,
对于志愿服务来说, 这是一种新的网络经济,
like Uber or Lyft for volunteerism.
就像志愿者领域的 Uber 或 Lyft 一样。
And we also have full-time staff
我们也有在相关领域
with a master's degree in a relevant field.
具有硕士学位的全职员工。
They're supervisors,
他们是监管者,
and they watch every conversation and step in if needed.
他们监察每一次对话, 必要时还会介入。
Thanks to this technology and data
多亏了这项技术和数据
and our volunteer labor model,
以及我们的志愿者工作模式,
we're able to reach tons of people in pain.
我们能够触及成千 上万遭受痛苦的人们。
People who don't have access to other resources,
那些无法获得其他资源的人,
like the gay teenager who can't share with his parents,
比如不能与父母分享心事的 同性恋青少年,
because they keep telling him to pray the gay away.
因为他们不断地告诉他 要去排斥同性恋。
Or the girl who can't sleep at 2am
或者凌晨两点睡不着觉的女孩,
because she's got anxiety about finals
因为她对期末考试很焦虑,
and she doesn't want to disappoint people who love her.
她不想让爱她的人失望。
So they text us.
所以他们会给我们发短信。
And we love on them.
我们关爱他们。
And we support them,
我们支持他们。
and we remind them how strong they are.
我们提醒他们,他们是多么的坚强。
And we work on a plan together to stay safe.
我们会一起制定一个 能够保持安全的计划。
And we tell them that if this felt good,
我们还会告诉他们,如果这感觉不错,
sharing with us --
可以大胆我们分享心事——
and 68 percent of people say they've shared something with us
68% 的人说, 他们和我们分享了一些
they've never shared with another human,
从没与其他人分享过的东西,
so if it feels good to share with us,
所以如果和我们分享感觉很好,
maybe find just one other person in your life tomorrow to share with.
也许明天就在可以生活中 找到另一个人去分享。
And after our conversation,
在和我们对话之后,
they put that safety plan in place.
他们开始把安全计划落实到位。
And maybe they go to sleep.
也许他们会去睡觉,
Or they journal.
或者写日记,
Or they listen to BTS or Lizzo,
或者去听听流行歌曲,
or they write a letter to their sister
或写信给他们的姐妹、
or their boss or to themselves, to read in 12 months.
老板,或写给 12 个月后的自己。
They stay safe.
总之,他们是安全的。
Sometimes, people have the ideation,
有时候,这些人有想法、
the plan, the means and the timing
计划、手段与时机
to hurt themselves or someone else,
去伤害自己或他人,
and we can't deescalate.
而我们无法防止这种行为。
Like the man in Texas, five years ago on Christmas Eve,
就像五年前的圣诞节前夜, 德克萨斯州的一个男人告诉我们,
who told us he only felt pleasure when he inflicted pain
他只有在遭受痛苦时才会感到快乐,
and he wanted to kill women and was going to do it that very night.
并且他想杀女人, 当天晚上就想这么做。
In those imminent risk situations,
在那些迫在眉睫的危险情况下,
we call 911.
我们就报警。
And thank goodness for 911,
真是谢天谢地,
because in that Texas incident,
因为在那次德克萨斯事件中,
as reported in the news,
正如新闻报道的那样,
they did send help, they sent the police to his home,
911 确实派警察去了他家,
and they found him with an arsenal of loaded weapons
他们在一个上满膛的武器库找到了他。
and on record as being in possession of a human foot.
根据记录,警察在那里 发现了一只人类的脚。
Now, active rescues are less than one percent
虽然需要出击救援的情况
of our conversations.
还不到我们通话总数的百分之一。
But still, that's about 26 a day.
但这也相当于每天 26 次,
And six of those a week are for homicide.
并且一周中有六次是谋杀案。
Typically school shooters.
通常是校园枪击者。
We have now completed more than 32,000 active rescues.
目前,我们已进行了 3.2 万多起主动救援。
Our own data and external studies
我们自己的数据和外部研究表明,
show that we're very good at saving lives,
我们在拯救生命 和改变人们的生活方面
and at changing lives.
起到了非常积极的作用。
We use the data to make it possible for us to change systems.
我们利用这些数据来改变社会体系。
So for example,
例如,
we've learned the best way, the best language to risk-assess
我们学会了如何用最恰当的语言
around suicidal ideation
来评估自杀想法。
isn't to use the words, "Are you thinking of committing suicide?"
不是用 “你在考虑自杀吗?”
Instead, it's to use words like,
取而代之的是,要用这样的措辞,
"Are you thinking of death or dying?"
“你在思考死亡或者濒死吗?”
Or "Are you thinking about killing yourself?"
或者 “你在思考要不要杀了自己吗?”
And now, we've shared that language with journalists, to adopt this.
现在,我们已经和记者们 分享了这种语言去采用。
We've shared that language with activists.
我们也已经和活动家们 分享了这种语言。
We're advising the National Emergency Number Association,
我们正在向国家紧急号码协会,
the 911 Association,
911 协会,
on best practices for first responders in suicide.
处理自杀的第一应答者 提供最佳实践的建议。
And we're working with the Veterans Administration
我们正与退伍军人管理局合作,
to identify suicidal ideation and intent in veterans.
识别退伍军人的自杀意图和倾向。
(Sighs)
(叹气)
Pain isn't an American experience.
痛苦不仅仅是美国人独有的体验,
It's a human experience.
而是全人类的体验。
So we've been growing.
所以我们一直在成长。
So far, we've been expanding one country at a time:
目前为止,我们一直 保持一次扩展一个国家:
Ireland, the UK, Canada -- which we did in both French and English.
在爱尔兰、英国、加拿大 ——我们都同时用了法语和英语。
And we could keep growing, one country at a time.
我们可以保持 一次一个国家的增长。
And it would take us decades
可能要花上几十年
to reach even just a third of the people in the world.
才能扩展到世界上 三分之一的人口。
And that's just not acceptable.
而我们不能接受这样的速度。
We've already seen, since the start of COVID in early March,
我们已经看到,自 3 月初 新冠疫情开始以来,
a 40 percent increase in our volume.
我们的服务总量增长了 40%。
78 percent of our conversations
78% 的对话中
include words like "freaked out," "scared," "panic."
包含这样的字眼: “吓坏了”、“害怕”、“恐慌”。
People are worried about the COVID virus,
人们对新冠病毒感到焦虑,
and so they're nervous about symptoms
所以他们对相关症状感到紧张,
and they're concerned for family on the front lines.
也担心在前线工作的家人。
We're also seeing the impact of the quarantines themselves.
我们也看到了隔离本身的影响。
People are away from their routines,
人们脱离了他们的日常生活,
perhaps they're quarantined with abusive people.
也许他们跟有暴力 倾向的人在一起隔离。
So we've seen a 48 percent increase in sexual abuse,
我们看到性虐待的案例增加了48%,
and a 74 percent increase in domestic violence.
而且家庭暴力增加了 74%。
One of the biggest impacts we've seen of the virus and the lockdowns
我们所看到的病毒和 封锁带来的最大影响之一
is the financial stress.
是财务压力。
We're seeing more people reach out with fears of bankruptcy,
我们看到越来越多的人 由于担心破产,
fears of homelessness and other financial ruin.
担心无家可归和 其他经济困境而寻求帮助。
And right now,
现在,
32 percent of our texters
32% 的短信发送者
identify as coming from household incomes under 20,000 dollars.
来自年收入低于 2 万美元的家庭。
That's up from our typical 19 percent low income.
这比我们通常服务的 19% 的低收入家庭要高。
So we need to grow.
因此我们需要壮大,
Quickly.
迅速地壮大。
For months, we were planning on announcing that we were going to expand by language:
几个月来,我们一直在计划宣布 我们将按语言进行扩展:
Five languages in the next five years,
在未来五年内,我们将扩展五种语言,
covering 32 percent of the globe.
覆盖全球 32% 的人口。
And then, COVID happened.
这时候,新冠疫情发生了,
Things changed.
打乱了我们的计划。
And now five years feels like a luxury.
现在看来,五年时间好像太漫长了。
So today, right now,
所以今天,现在,
we are committing to do it in half the time.
我们承诺用一半的时间来完成。
Five languages in two and a half years.
在两年半的时间里 完成五种语言的拓展。
We're going to turn on Spanish everywhere,
我们要在各地启用西班牙语,
English everywhere, Portuguese everywhere,
在各地启用英语, 在各地启用葡萄牙语,
French everywhere,
在各地启用法语,
and the fifth language?
那么第五语言是什么呢?
Arabic.
阿拉伯语。
So we're going to bring our service to countries and populations
因此,我们将把我们的服务带给那些
that have limited mental health services
心理健康服务有限、
and almost no data about what's going on.
并且对现状几乎没有 任何数据的国家和人群。
These include immigrant populations -- who have phones.
这些人包括有手机的移民。
And young people, who are often not counted in studies,
还有年轻人,那些通常 不算在上学的年轻人,
but they have phones.
但是他们有电话。
So we're going to shift to language,
所以我们将转而以语言为导向,
which makes the technology easier,
这使得这项技术更容易实现。
because in addition to text,
因为除了发短信外,
we're going to be using WhatsApp and Messenger.
我们还将使用 WhatsApp 和 Messenger。
And global expansion helps us with middle-of-the-night capacity,
而且全球扩张有助于 提升我们的夜间服务能力,
because we'll have time-zone coverage.
因为我们将实现全时区覆盖。
So think about it,
想想看吧,
this will be strangers helping strangers around the world.
这会是世界各地的 陌生人帮助陌生人,
Like a giant global love machine.
就像一个巨大的全球化爱心机器。
And the fact that the TED community has supported our audacious dream
TED 社区对我们的大胆梦想 予以支持这一事实,
is just deeply, deeply meaningful,
对我和我们团队的每一个人来说,
to me and to everybody on our team.
都是非常非常有意义的。
And the best way for us to show our gratitude
我们表达感激之情的最好方式
is to just let you know that we are ready and we are fired up.
就是让你们知道,我们已经准备好了, 我们已经箭在弦上了。
And we're going to use this support
我们将利用这种支持
to impact millions of lives around the world.
来影响全世界数百万的生命。
Times are hard.
生活不易。
And it's confusing, and it's depressing,
令人困惑,令人沮丧,
and sometimes, we all feel alone, especially in isolation.
有时,我们都会感到孤单, 尤其是在封闭的环境中。
But no matter what age,
但无论你多大年纪,
no matter what your situation is or where you live,
无论你的处境如何, 无论你生活在哪里,
we'll be at your fingertips, in your pocket.
我们都近在咫尺,就在你的口袋里。
I've been thinking a lot these last few weeks
最近几周我一直在想
about that trafficked girl
和我联系的那个
who I connected with.
被拐卖的女孩。
And I hope she's somewhere safe.
我希望她现在在某个安全的地方。
I don't know ...
我不知道——
I don't know how she's quarantined
我不知道她现在是怎么隔离的,
or who she's with,
或者她和谁在一起,
but I hope she's safe.
但我希望她是安全的。
And I don't know, last year, how she had our number,
我也不知道,去年她是 怎么知道我们的电话号码的,
or even how she had access to a phone to reach out to us.
甚至不知道她是怎么 拿到电话来联系我们的。
I never asked her.
我从没问过她。
Because it didn't matter.
因为这不重要。
What mattered was that she could contact us,
重要的是她能联系到我们,
that she did have it, and we got help to her quickly.
她这么做了,而我们很快就帮到她了。
And that's the goal,
这就是我们的目标,
it's to make it easier for people to get help
让人们更容易得到帮助,
than avoid getting help.
而不是避免得到帮助。
That in moments of hardship,
在困难时刻,
of danger, of physical distance,
在危险的时刻,即使距离遥远,
that nobody is ever alone.
也没有人是孤立无援的。
That thanks to Crisis Text Line,
多亏了 “Crisis Text Line”,
none of us is ever actually alone.
我们中没有人是真正孤单的。
[Support this initiative at AudaciousProject.org]
[请访问 AudaciousProject.org 以支持这项倡议 ]