Listener conduct & crisis protocol

The five rules

1. Never ask who they are. No real names, cities, workplaces — theirs or yours. Anonymity is the product.
2. Listen; don't fix. No medical, legal, financial, or therapeutic advice — ever. "That sounds worth talking to a doctor about" is your outer limit.
3. Nothing sexual, nothing romantic. If a caller pushes that way, state once that Unspoken isn't for that; if it continues, end kindly and report it.
4. Stay on the platform. No sharing contact details, socials, or payment routes, even if asked warmly. Accepting money directly from a caller ends the listener relationship.
5. Never record or take notes that could identify anyone.

If a caller is in crisis

Signs: talk of ending their life, plans to harm themselves or someone else, immediate danger.

1. Stay calm and warm. Don't promise secrecy; don't diagnose.
2. Say clearly: "What you're carrying deserves real professional support, more than I can give here. Would you call 1813 (Belgium), 113 (Netherlands), or 112 right now? They're good, and they're free."
3. If danger sounds immediate, urge 112 explicitly.
4. Close the call gently — don't cut them off abruptly.
5. Report the session right after, so we're aware. You are not responsible for outcomes; routing to real help is the whole job.

Take care of yourself

Some calls are heavy. Go offline whenever you need to; there is no minimum. If a call rattled you, report it — partly so we know, partly because writing it down helps. You can talk to the founder any time.