What To Expect When You Call The Hotline
All calls are anonymous and confidential. The operator you speak to will only know what you tell them. They will not have your phone number, name, or location. If you are looking for resources, an operator may ask you what area you’d like us to look in.
All calls are recorded for quality assurance purposes. The only people with open access to call recordings are Hotline program directors. Recordings will never be shared outside the organization. We do gather some general data on the needs and challenges our callers face for advocacy purposes, but it is anonymous and untraceable.
Trans Lifeline respects your gender identity. Whether you are male, female, nonbinary, agender, queer, questioning, or anywhere in between, we will provide you with support without judgment. We do not expect you to disclose specifics about your gender identity, transition or pronouns, but we 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 (including intersex status). We won’t judge you for your experiences, history, background, identity, where you are in your transition, if/how you choose to transition, or anything you choose or need to do to survive.
All of our operators are trans-identified, and while the person you speak to may not share all of your experiences, our operators are trained to show you respect and support. While we cannot guarantee that you will be able to speak to a specific individual or a person of a particular identity, we will do our best to provide you with all the support you need.
Our operators are here to provide peer support to trans and questioning callers. Different operators may have different boundaries regarding self-disclosure and conversation topics.
Both callers and operators have the right to set boundaries around how much information to share about themselves. As a rule, operators will not share personal contact information with callers in order to preserve confidentiality.
Both callers and operators have the right to set boundaries about what topics they are comfortable discussing.
Both callers and operators have the right to end a call when needed.
All our callers are important to us! If you cannot get through, please keep trying. Periods of high call volume may also mean that if you are having a casual conversation, an operator may need to wrap up the call after a while to get to other callers. Please know you are welcome to call back any time.
Trans Lifeline does not tolerate callers contacting the line for sexual gratification or to prank, harass, or verbally abuse operators. Any caller who abuses the line in such a manner may be blocked from calling again. Telephone harassment is a prosecutable offense.
Our priority is to provide our community with the best possible peer support. If you have feedback about your experience calling the Hotline, please feel free to fill out this form.
Trans Lifeline has a strict policy against non-consensual active rescue. If you are in crisis, we will not call police or emergency services on you unless you want us to. For more information on why we have chosen this approach, read our blog post here.
While we do not engage in non-consensual active rescue, the Hotline reserves the right to report any call containing credible threats of violence to others and to comply with laws regarding suspected child abuse and neglect. See a description of state laws here.