What to Expect when you Call the Warm Line
Confidentiality
All calls are anonymous and confidential. The volunteer you speak to will only know what you tell them. Calls are not recorded, though chat logs are retained for quality assurance purposes. The only people with access to these logs are PPNL staff, and the volunteer who participated in that conversation. Records will never be shared outside the organization. Some general data about the call will be recorded (eg reason for call, demographic information), but it will be anonymous and untraceable. This is done for the purpose of advocacy and improvement of service.
Respect
PPNL respects your identity. Regardless of your sexuality, gender identity, or other lived experience, we will provide you with support without judgement. We do not expect you to disclose specifics about your identity, but may ask some questions about your needs to help connect you with the best possible resources.
All callers are treated with respect, regardless of age, nationality, race/ethnicity, religion, orientation, socioeconomic status, immigration status, mental or physical ability or body type. We won’t judge you for your experiences, history, background, identity, or anything you choose. The values of choice and respect are paramount to PPNL’s mission.
Boundaries
Our volunteers are here to provide peer support to 2SLGBTQIA+ and questioning callers. Different volunteers may have different boundaries regarding self-disclosure and conversation topics.
Both callers and volunteers have the right to set boundaries about how much information to share about themselves. As a rule, volunteers will not share personal contact information with callers in order to preserve confidentiality.
Both callers and volunteers have the right to set boundaries about which topics they are comfortable discussing.
Both callers and volunteers have the right to end a call when needed.
PPNL does not tolerate callers contacting the line for sexual gratification or to prank, harass, or verbally abuse volunteers. Any caller who abuses the line in such a manner may be blocked from calling again. The same applies to callers making bigoted commentary or looking to debate issues affecting our community rather than seek support.
Quality Assurance
Our priority is to provide our community with the best possible peer support. If you have feedback (positive or negative) about your experience calling the warm line, please feel free to fill out this form.
Mandated Reporting
Confidentiality
All calls are anonymous and confidential. The volunteer you speak to will only know what you tell them. Calls are not recorded, though chat logs are retained for quality assurance purposes. The only people with access to these logs are PPNL staff, and the volunteer who participated in that conversation. Records will never be shared outside the organization. Some general data about the call will be recorded (eg reason for call, demographic information), but it will be anonymous and untraceable. This is done for the purpose of advocacy and improvement of service.
Respect
PPNL respects your identity. Regardless of your sexuality, gender identity, or other lived experience, we will provide you with support without judgement. We do not expect you to disclose specifics about your identity, but may ask some questions about your needs to help connect you with the best possible resources.
All callers are treated with respect, regardless of age, nationality, race/ethnicity, religion, orientation, socioeconomic status, immigration status, mental or physical ability or body type. We won’t judge you for your experiences, history, background, identity, or anything you choose. The values of choice and respect are paramount to PPNL’s mission.
Boundaries
Our volunteers are here to provide peer support to 2SLGBTQIA+ and questioning callers. Different volunteers may have different boundaries regarding self-disclosure and conversation topics.
Both callers and volunteers have the right to set boundaries about how much information to share about themselves. As a rule, volunteers will not share personal contact information with callers in order to preserve confidentiality.
Both callers and volunteers have the right to set boundaries about which topics they are comfortable discussing.
Both callers and volunteers have the right to end a call when needed.
PPNL does not tolerate callers contacting the line for sexual gratification or to prank, harass, or verbally abuse volunteers. Any caller who abuses the line in such a manner may be blocked from calling again. The same applies to callers making bigoted commentary or looking to debate issues affecting our community rather than seek support.
Quality Assurance
Our priority is to provide our community with the best possible peer support. If you have feedback (positive or negative) about your experience calling the warm line, please feel free to fill out this form.
Mandated Reporting