Web Site Privacy Policy

Thank you for visiting our Web site and reviewing our privacy policy. We use web measurement and customization technologies, such as cookies, to help our website function better for visitors and to better understand how the public is using our website.

Here is how we handle information about your visit to our Web site:

We use session cookies to gather data for technical purposes, such as enabling better navigation through our website and generating aggregated statistics about how the website is used.

Session cookies are temporary text files that expire when you leave our website. When cookies expire, they are automatically deleted from your computer. We do not use session cookies to collect PII, and we do not share data collected from session cookies.

Our use of session cookies is defined as “Tier 1” usage in accordance with the OMB Memorandum (M)-10-22 Guidance for Online Use of Web Measurement and Customization Technologies.

We use multi-session cookies, a.k.a. persistent cookies, to customize our website for frequent visitors and to test variations of website design and content. Multi-session cookies are cookies that are stored over more than a single session on your computer. We do not use multi-session cookies to collect PII, and we do not share data collected from multi-session cookies. Our multi-session cookies are set to expire two years after your last visit to our website. After two years, they are automatically deleted from your computer. Our use of multi-session cookies is defined as “Tier 2” usage in accordance with the OMB Memorandum (M)-10-22 Guidance for Online Use of Web

Measurement and Customization Technologies. You can take actions to block cookies. Blocking these cookies from your computer will not affect your access to the content and tools on our website.

If You Send Us Personal Information

If you send us e-mail or send a message via our Contact Form or publications order form, your identity and the contents of your message are covered by the Privacy Act.

Be assured that:

  • The information will not be shared with anyone not on the staff of Imalive LLC or the Kristin Brooks Hope Center.
  • Your e-mail address will not be provided to any third party or used for any electronic mailing lists.
  • We do not create individual profiles with the e-mail information you provide or give it to any other organizations.
  • The e-mail material, including your e-mail address and/or name will in no way be correlated or linked to the material that is automatically collected as described above. The only exceptions to item 4 above would be pursuant to a bona fide Court Order.
  • We do not collect information for commercial marketing.

The use we will make of your information is to:

  • Consider your suggestions.
  • Possibly respond directly to you for clarification.
  • Process your request for materials if you make one.
  • Try and answer your questions if you ask them.

Links to Other Sites

Our Web site has links to many other sites. Once you link to another site, you are subject to the privacy policy of the new site. This includes the sites that you may link to through our search engine.

Intrusion Detection

For site security purposes and to ensure that this service remains available to all users, we employ software programs to monitor traffic to identify unauthorized attempts to upload or change information, or otherwise cause damage. In the event of authorized law enforcement investigations and pursuant to any required legal process, information from these sources may be used to help identify an individual.

Questions About Our Privacy Policy

If you have any questions about the National Hopeline Network privacy policy, please feel free to visit our contact us form.

The How we Help section provides information about mental health for users of mental health services and their families, policymakers, providers, the media, and the public. Our staff members are skilled at listening and responding to questions from the public and professionals. They quickly direct callers to Federal, State, and local organizations dedicated to treating and preventing mental illness.

Use of Our Material/Information

Some of the graphic materials on this site are in the public domain and other graphics may be used with permission, but that permission does not necessarily extend to all. If you have any permission questions, please visit our contact us form.

How we handle phone calls, chats and email responses that are from people in crisis.

The following Guidelines have been used since our inception in 1998. For the sake of expediency, these terms have been chosen for use in this document: “crisis workers” to refer to volunteers handling calls; “supervisors” to refer to individuals responsible for overseeing the operation of the crisis line and who may or may not handle calls; “contact sheets” to refer to paper records of calls or printouts of caller screens; and “repeat callers” for callers who call frequently.

    1. Confidentiality
      • All caller information remains confidential within the National Hopeline Network.
      • No counselor shall remove notes, contact sheets, or tape record calls from the participating crisis centers.
      • No counselor shall discuss the specifics of calls with any one outside of the National Hopeline Network without permission from the crisis line administrator.
      • No caller information will be given to news media in such a way as to allow public identification of individual callers.
      • Crisis workers may not reveal personal information such as full name, home telephone numbers, addresses, etc. to callers.
      • The confidentiality of other crisis line crisis workers shall be maintained at all times. All visitors to member crisis centers must sign a separate visitor confidentiality form. Visitors may not listen-in to telephone conversations.
    2. Ethics
      • All crisis workers will use first names only; an alias may be used.
      • National Hopeline Network business will be conducted on the premises of the participating crisis line centers.
      • No crisis workers shall engage in a social or sexual relationship with any caller. Personal contact with callers is prohibited.
      • All incoming and outgoing calls of the National Hopeline Network are to be logged and, if appropriate, a contact sheet or computer record is to be completed.
      • Crisis workers will adhere to all mandatory reporting laws of their state. The mandatory reporting laws apply to all callers, including those individuals calling from another state.
      • Crisis workers are not to misrepresent their status as volunteers and paraprofessionals. Recommending medications is beyond the scope of counselor training and is not to be undertaken by crisis workers. Answering questions about medications, overdoses and specific treatments for mental or physical diseases are similarly prohibited. Crisis workers shall refer to medical or mental health professionals when these situations arise.
      • Callers who are not in crisis or who have frequent emotional upsets but are not suicidal/homicidal shall be referred to local services.
      • All suicidal intentions must be taken seriously. A formal lethality assessment will be done with every caller which will include questions about a plan for suicide or a history of suicide attempts. The National Hopeline Network crisis workers do not judge the legitimacy of the crisis as described by the callers.
      • No alcohol or drug use (except as prescribed) is permitted on the grounds of member crisis lines. No counselor shall work the Hopeline Network crisis line under the influence of substances which can impair judgment and performance.
      • All volunteers must be at least 18 years of age and must have successfully completed the agency’s volunteer training program.
      • Callers requesting information about suicide may be handled by the member crisis center. Callers requesting publicity information about National Hopeline Network shall be referred to the Kristin Brooks Hope Center.
    3. All legal matters will be referred to the Kristin Brooks Hope Center.
    4. Emergency Interventions
      • Emergency Interventions are defined as contacting emergency medical or law enforcement personnel in order to prevent life-threatening injury.
      • Criteria
      • Caller is in the process of attempting suicide. The counselor believes the attempt is imminent. An attempt is judged to be imminent when the caller has the means (lethal or otherwise) to attempt suicide in his or her immediate possession or the means is readily accessible (able to acquire in less than five minutes) and telephone crisis intervention techniques have failed and the caller has indicated his or her intention to attempt or complete suicide immediately after the phone conversation.
      • Threats of suicide are not to be judged as imminent solely by the “seriousness” of the caller. If means are not available to the caller, the caller may be at high risk but the attempt will not be considered imminent.
      • Emergency Interventions include contacting the police, County Mobile Psychiatric Response Teams, Private Psychiatric Mobile Response Teams, Private Hospitals and HMO’s and telephone companies for assistance with locating the caller.
      • Use of Caller ID is encouraged to facilitate rescues for callers in lifethreatening situations.
      • Repeat Callers
      • Definition: Repeat Callers are those who call repeatedly; either frequently (several times a day), episodically (periods of frequentcalling followed by periods of inactivity), or infrequently over longer periods of time (once a month to once a quarter over a period of years).
      • Lethality assessment must be done on Repeat Callers as it is done on other callers.
      • Repeat callers who are not at high risk for suicide at the time of the call will be encouraged to use local resources.
    5. Caller ID (if used by center)
      • Caller ID should be used in the event of a life-threatening emergency.
      • Caller ID information may be included with other information on contact sheets. This information can be used in cases where emergency intervention is warranted.
      • If callers ask whether or not center has Caller ID, the counselor will answer in the affirmative and try to allay any fears the caller might have.
      • Caller ID shall not be used in the following circumstances.
        • To phone a caller back when they have discontinued the call abruptly. The exception to this rule occurs when the caller has established that an attempt is in progress or an attempt is imminent (see definitions under tracing policy).
        • To phone prank or harassing callers without authorization from crisis center administration.
        • To phone callers back to inquire about how he or she is doing.
    6. The National Hopeline Network accepts calls from people who are concerned about others who are suicidal.The National Hopeline Network crisis workers shall educate third party callers on suicide prevention techniques. Third party callers will be asked to have the suicidal person call the Hopeline Network crisis line network. If this course of action is advisable, the Hopeline Network crisis line worker may attempt to reach the suicidal person by making an outgoing call. Should this occur, the Hopeline Network crisis line worker will ask the Third Party caller permission to use her or his name in explaining the reason for the call.