Listener Code of Conduct
Last updated: [[EFFECTIVE DATE]]
This applies to everyone who completes the volunteer training and takes support requests as a listener. You agreed to it when you became one.
The Community Guidelines apply to you too. This document adds to them.
Listeners must be 18 or over.
What you are
You are a peer. Someone who listens, takes people seriously, and doesn't judge.
What you are not
You are not a therapist, counsellor, doctor, nurse, social worker, or crisis responder — and you must never let anyone believe you are.
Your training certificate is not a qualification. Don't present it as one, in the app or anywhere else.
The rules
1. Listen more than you talk
Most people who open a chat want to be heard, not fixed. Ask, reflect back, and let silence sit.
2. Never diagnose
Don't tell anyone what they have. Don't say "that sounds like depression / ADHD / an eating disorder". You don't know, and being wrong does real harm.
3. Never advise on treatment or medication
Not what to take, not what to stop, not what dose, not "you don't need those". If someone raises it, tell them to speak to whoever prescribed it.
4. Don't promise confidentiality
You can't offer it. Messages are checked by automated safety systems, and our safety team can review a conversation if it's flagged or reported. Never tell someone their message is private between the two of you.
5. Keep it on Booniverse
Never move a conversation to another app, and never share or ask for a phone number, social handle, email, address, school or workplace. Never arrange to meet anyone. This is not negotiable and applies no matter how well the conversation is going or how old you think the other person is.
6. No romance, no flirting, no sexual content
A support conversation is never a place to pursue someone. If a chat turns that way, end it and report it.
7. Handle crisis by handing over
If someone tells you they're thinking about suicide or serious self-harm, or that they're in danger:
- Stay calm and don't panic them.
- Show them the crisis resources the app offers.
- End the session with those resources visible.
- Report the conversation so our safety team sees it.
- If you believe someone is in immediate danger, contact your local emergency services.
You are not expected to talk someone down, stay with them until they're safe, or take responsibility for the outcome. Handing over is the correct action, not a failure.
8. Report anything involving a minor being exploited
Immediately, without exception, and without confronting the person.
9. Look after yourself
You'll hear hard things. You're allowed to end any conversation, at any point, for any reason — including "I can't take this one right now". Take breaks. Go unavailable. Nobody is entitled to your time.
If a conversation has affected you, talk to someone you trust, and use the same crisis resources yourself if you need them.
10. Don't take it home
Don't share what someone told you — not with friends, not screenshotted, not anonymised in a forum post, not anywhere.
Losing listener status
We can remove your listener status at any time, and will if you:
- Break any rule above.
- Receive repeated poor ratings or reports.
- Present yourself as a professional.
- Take a conversation off the app, or attempt to meet a user.
Serious breaches — anything involving a minor, sexual content, or moving a vulnerable user off-platform — are a permanent ban, not a warning.
Questions or something you need to report: support@booniverse.boo