Online Crisis Support Chat etiquette
- Use a computer with a strong internet connection to minimize disruptions in communications
Note: the instant messaging may not work well on a hand-held device such as a smart phone.
There are some known issues when using Firefox 4 that are being addressed.
- Use respectful language
- Stay focused on the chat and respond promptly
- Limit multi-tasking (like chatting with friends, going on facebook, playing video games, etc.)
- If you need to step away from the chat for a moment, let us know or end the chat and then come back when you have time.
Privacy and security
Lifeline is committed to the privacy of people contacting the Online Crisis Support Chat. Evaluation of the Online Crisis Support Chat will inform Lifeline’s future investment and service development decisions around this mode of crisis support delivery. Therefore we will collect some basic information from you before you connect with a Lifeline Online Supporter. We also collect your IP address, your Internet Service Provider and the date and time you access the site.
The Online Crisis Support Chat operates within Australian legal requirements and Standards for Privacy and Information Management. These frameworks are intended to safeguard access and use of your information. The Online Crisis Support Chat complies with Lifeline’s Privacy Policies for its 13 11 14 crisis services.
When you are using the Online Crisis Support Chat your personal information is kept confidential. We will not share your information with any other organisation without your express permission, except where we are required to do so under law. This may apply in circumstances where we have a "duty of care"; that is when you are at serious risk of harming yourself, harming someone else or there is a child protection concern.
Lifeline securely stores transcripts of Online Crisis Support Chat sessions. De-identified transcripts may be used for the purposes of clinical supervision and evaluation.