SUPPORTING THE NEEDS OF TEXTERS:

• Volunteers will strive to meet their 200-hour conversation commitment while adhering to Crisis Text Line’s training, policies, and procedures, including incorporating feedback and further learning. It is the expectation and responsibility of everyone in the community to stay up to date on training content by utilizing training materials and reviewing tip sheets on the Platform.
• Volunteers should strive to be on the Platform for at least one hour per shift to minimize transferred conversations, in order to promote texter safety, best practices, and staff efficiency.
• For safety and confidentiality, volunteers must not share any personal information beyond their first name with texters. Volunteers also must not share the personal information of any other community member with texters.
• Contacting — or seeking to contact — texters outside of the Platform by any means is strictly prohibited. 
• Additionally, engaging with texters on the Platform that a volunteer knows personally is prohibited. If a volunteer becomes aware during a conversation on the Platform that they personally know a texter, they must transfer the conversation as soon as possible according to our Transfer Policy.
• Integrity matters deeply to us. We will not tolerate any misconduct meant to serve an improper purpose, including but not limited to excessively transferring or closing conversations to level up or accrue time on the Platform, misrepresenting one’s identity for an improper purpose (such as to circumvent wellness breaks or disciplinary measures), or other deceptive acts. 
• Crisis Text Line offers volunteers the opportunity to benefit from professionally trained staff members, specifically Supervisors and Success Coaches for questions and support regarding any activity on the Platform. Volunteers must engage, respond to, and collaborate with their assigned Supervisors and Success Coach as reasonably necessary, while respecting appropriate professional boundaries.

COMMUNITY RESPONSIBILITY:

• We are a diverse community made up of individuals of different backgrounds. Anything that harms one of us, harms all of us, including but not limited to bullying or harassment of any kind. We will not tolerate racism, homophobia, sexism, transphobia, bigotry, discrimination based upon religion, military status, or other protected classes; or other discriminatory or intolerant behavior.
• We will treat all members of the community with respect and will accept personal responsibility for both our conduct and the impact of our conduct on others, whether on or off the Platform (including the Community, Crisis Text Line social media sites; Platform or Community profile pictures, avatars, and statuses, etc.). 
• The Platform must be focused on supporting texters in crisis. Platform chats or direct messages related to religion, politics, social stances, or other controversial matters are not permitted, in order to preserve a texter-first focus and minimize disruption of our services. Chats may be used to seek support regarding a conversation, to debrief after a conversation, or to engage in casual respectful conversation with other community members. 
• Address all members of the community by their correct names and pronouns; if their pronouns are not evident we recommend the use of gender neutral pronouns (they/them/theirs/elle). 
• External groups (Facebook groups, Discord channels, etc.) formed by volunteers are not to be affiliated with Crisis Text Line and are not moderated by our staff.

COMMITMENT TO YOUR WELLBEING:

• If debriefing after a difficult conversation is needed, volunteers may use the following means of doing so, as appropriate: (i) speaking with a Supervisor or Platform Coordinator on the Platform, (ii) posting in the debrief chat on the Platform, (iii) emailing their Coach, or (iv) posting in designated debriefing groups in the Community. Debriefing through appropriate channels limits triggering content for community members and ensures the best level of support for volunteers.
• Volunteers are encouraged to communicate with their Coach if they need an extended break from volunteering due to a personal crisis. 
• We understand that we all have personal struggles, so we encourage volunteers to seek support from their personal networks and text in anonymously if they are in crisis. Volunteers must not seek emotional support or share triggering experiences unrelated to conversations while using their Platform account or the Community. 
• Volunteers agree to abide by restrictions of Platform hours imposed by Crisis Text Line staff, or directives to take a leave of absence from the Platform, to refresh skills, reduce burnout, improve performance, and promote wellbeing, or in the best interest of the community and texters.

PRIVACY:

• We take privacy seriously. Violations of this Code of Conduct or other applicable policies relating to user privacy may result in disciplinary action up to and including dismissal from Crisis Text Line’s volunteer program.
• Everyone in the community must use a secure computer in a private space.
• Taking or sharing photos, videos, or screenshots/screen recordings, or livestreaming of the Platform, messages exchanged with texters, training materials, or comments made on the Community is forbidden unless taken to accompany a misconduct report that will be shared exclusively with staff (see below).
• Sharing texter messages with third parties, or copying messages from texters into any third party service–including external AI services–is strictly prohibited. 
• Sharing personal information (such as name, age, location, or other personal identifiers from a conversation) of texters, volunteers, or staff with anyone outside of our community in any form is strictly prohibited.
• Sharing confidential information with third parties outside of the community, including event invitations, that are designated solely for members of the community, is prohibited.