Ethics

Tel-Aide volunteers listen to all callers following the principles of active listening that they learned in their training. Here are the key principles:

Non-judgmental listening
The Tel-Aide listener welcomes all calls without judging the opinions or emotions expressed, without giving advice to the caller, and without preaching. At all times, the listener respects the principles of active listening, as developed by Carl Rogers (1902-1987). Finally, the listener handles each call according to the state of emotional crisis of the person at the other end of the line.

Anonymity
Tel-Aide promises anonymity to callers. Listeners never ask callers to reveal their identity. The only exception to this fundamental principle is
when a listener is convinced that a caller is at very high risk of suicide (that is, the caller has already made a suicidal gesture, or is about to), and/or the caller's life or safety is in immediate danger.

No personal contact with callers is allowed. Listeners divulge no personal information about themselves, or about other volunteers.

Confidentiality
No information about calls received is divulged outside Tel-Aide. Moreover, the address of Tel-Aide, its schedule, or information about its volunteers are never revealed to the general public.