Description and Terms of Services
Our Hotline is a peer support phone line operated by and for trans and trans-questioning people in English and Spanish in the United States and Canada. We believe you when you tell us who you are, and what you need. When you call our Hotline, you will be connected to a trans operator trained to offer peer support and community resources. We do not offer professional healthcare, mental health treatment, psychiatric care, therapy, or chat/text based services. We also do not use any Artificial Intelligence (“AI”), predictive risk assessment tools, or automated services on our Hotline.
Our Family and Friends Hotline provides peer support for friends, partners, family members and professionals supporting trans loved ones and community members. When you call our Family and Friends Hotline, you will be connected to a trained operator who has lived experience supporting trans people, but the operator may not themselves be trans.
We do not require Hotline callers on any line to provide personally identifying information they do not wish to provide, including names, phone numbers, locations, or demographic information, though in certain situations callers may choose to share this information. We may ask for an email address to send specific resources, but callers are under no obligation to provide one.
Unlike many crisis hotlines, we do not use geolocation tools or call tracing on any Hotline calls, so we cannot identify your location. This means we can only send emergency services to you if you provide your operator with an exact location. We do not partner with any municipal, state, or federal emergency responders; and do not allow non-consensual intervention by police or emergency services. We will never call 911, police, or emergency services on your behalf unless we receive your explicit verbal informed consent. To learn more about how we approach obtaining your informed consent, click here.
Trans Lifeline reserves the right to ban callers for the use of hate speech, discrimination, sexual harassment, pranks, or verbally abusing operators. Any caller who abuses the line may be blocked from calling again. Bans cannot be appealed.
Our Microgrants provide trans people with low-barrier funds and support to correct names and gender markers on identifying legal documents, and supply necessities for our trans siblings behind bars. For more information, see our types of Microgrants here and our equity policy here.
Our website is a community resource that provides and collects information in accordance with our principles.
We may use our website to solicit voluntary feedback and stories from our users about our Services and their experiences navigating crisis services.
You may receive an initial email after you sign up for our newsletter or by opting in to our newsletter when filling out a form on our website. You may stop receiving or change how you receive these messages here.
We may also communicate with you in response to your requests via our comment form.
Trans Lifeline hosts the Peer2Peer.Live platform, which is an opt-in discoverability tool for marginalized streamers and viewers to find each other through robust identity-based tagging.
The data we collect varies based on how you access our services and what information you provide. We have organized that data into the categories below, with full details regarding how we collect, store, protect, and use it.
Hotline Call Recordings
When you call the Hotline, we automatically create a recording of your conversation. All call recordings are encrypted, sometimes used for quality assurance or training, and then are permanently deleted in a timely manner. Before deletion, recordings are only accessible to the Quality Assurance, Tech and Executive Leadership teams. Executive Leadership will only access calls in the case of internal investigations. We do not share any call recordings with any third-parties.
Hotline Call Tags
Hotline operators tag calls topically based on information that you verbally provide over the duration of your call as well as a short description of the call. Examples of tags include housing, medical discrimination, family rejection, suicidal ideation, anti-trans legislation, and demographics (race, gender, age). Operators will never ask you for identifying information or tag your call based on assumptions (e.g. your operator will not assume your gender based on the sound of your voice; your gender will only be tagged if you choose to disclose it). Generalized call tags and descriptions may be used for research or fundraising purposes, but any information will be aggregated and not linked to any personally identifiable caller information.
Hotline Personally Identifying Information
All Hotline callers’ and operators’ phone numbers and Internet Protocol (“IP”) addresses are anonymized for community safety. This means an operator will never be able to access your phone number or IP address, and you will never be able to access an operator’s phone number or IP address.
Callers’ exact locations are not known to or shared by Trans Lifeline and our Hotline operators. As such, they can not be shared internally or with third parties.
Aggregated area codes from caller phone numbers may be used for topical reporting (eg. Crisis calls from Texas increased the month anti-trans legislation was introduced) but callers’ locations are not available to Trans Lifeline.
Your phone number and IP address can only be accessed by our Tech and Leadership teams, and will only be accessed during internal investigations.
During a call, if you choose to share your email address with an operator to receive resources, that email address will only be available to the operator you are speaking with. Any resources will come from an anonymous no-reply email associated with Trans Lifeline. Your email address will be deleted after the resource-containing email is sent.
Microgrants Personally Identifying Information
When you apply for a Name Change Microgrant, Gender Affirming Hair Removal (GAHR) MIcrogrant, Trans Migrant Grant, Commissary Microgrant or Post-Release Microgrant, we may collect your preferred name, legal name, basic demographic information, email address, phone number, age, whether or not you have a criminal record (self-reported), state, county and city of residence.
In order to process your payment, we will need to ask for your bank information or other deposit information. We securely store the information you submit in your application and any financial information we collect and do not share any personally identifying information with any third-parties.
During your use of our website, we automatically collect data such as your IP address, Internet Service Provider (“ISP”) data, referring/exit pages, date/time stamp, and click data. We may use, or allow a third-party to use, this information to better reach and serve those who interact with our website.
We keep a record of donor giving history for tax purposes. All information shared with us for donations, such names, amounts, email addresses, and phone numbers are stored securely. We maintain a secure opt-in email list of our supporters and donors in order to communicate news, service, updates, fundraising opportunities, and advocacy efforts. You can change your preferences or unsubscribe at any time here.
Any donor information received by these platforms is stored securely. We do not share our donor records with any third-party except to analyze giving patterns, make budget projections, and solicit future donations.
Release of Information
While we have a strict policy against non-consensual intervention and information sharing, we reserve 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 requiring reporting of child abuse and neglect here.
When reporting a call, we will be asked to provide the caller’s name, address, contact information, and further details pertaining to the particular threat of violence. Because our services are confidential and anonymous, we may not have the adequate identifying information to make a report. However, If a caller voluntarily discloses any identifying information such as name, date of birth, location/address, or phone number, these will be included in the report.
We will only provide call recordings when complying with a subpoena. Our vendor, Twilio, may also release information to law enforcement. Please see their policy here for more information.
We may use, or allow a third-party researcher to use, tag data to create and publish aggregate, anonymized statistics and metrics (e.g. “We’ve seen a 30% increase this month in calls about domestic violence”). Your name, other personal identifiers, and individual call content will never be shared with third-parties or identified in thes statistics and metrics.
We may collect voluntary feedback and stories from our users. These requests obtain user written consent in anonymized forms, and do not require names or personally identifying information. We may use, or allow a third-party researcher to use this information to create and publish aggregate, anonymized statistics and metrics (e.g. “0% of callers to Trans Lifeline experienced a non-consensual active rescue”). Your name or other personally identifying information will never be identified in aggregate information.
Any additional use and sharing of information gathered through promotions and newsletters will be disclosed to you before your participation.