Case Study: The Trevor Project achieves a 22% increase in crisis contacts served with Twilio

The Trevor Project builds trust among lgbtq youth with twilio’s help

The Trevor Project is the world’s largest suicide prevention and mental health organization for LGBTQ young people. During the COVID-19 pandemic demand for its phone, text, and chat services surged, exposing limitations in its legacy SMS infrastructure that caused message delays and made rapid scaling difficult at a time when timely access to support was critical.

By moving to Twilio Programmable Messaging and later Twilio Flex, Trevor eliminated message queues, cut delivery latency, and added tools like pre-counseling risk assessments, conversation transcripts, and machine‑learning triage to prioritize high‑risk contacts. These changes let counselors pick up conversations faster and serve more youth, contributing to a 22% increase in crisis contacts handled over six months while building a more scalable, unified crisis‑response platform.

The Trevor Project

Amit Paley

Chief Executive Officer and Director