When is it okay to share stories and information from clients?

  1. When someone you know might be able to give them good advice
  2. When your friend/ partner/family member/other promises to keep the information a secret
  3. When you have permission from the client
  4. Never

Why- It is your responsibility to protect this information, the client can share more openly if they know they can trust you.


If you have knowledge on a therapeutic technique (ie. cognitive Behavioural therapy) you can use it in your chats with clients.

  1. Yes, only if it will help the client
  2. No, this platform is for emotional support only
  3. Yes, if you are licensed to perform that treatment method
  4. Only if their mental illness is not severe

Why- You are dealing with peoples lives, you need to receive formal training to ensure your competence in that method. It is an ethical requirement to not impose any harm on an individual.

If a client is showing signs of a mental disorder or confesses to having a mental disorder can you continue to chat to them?

  1. Yes, you can offer emotional support but i should encourage and refer the client to get professional help
  2. Yes, I have suffered from a mental disorder I can help them if they cannot afford to see a therapist
  3. No, I am not a trained professional

Why- Many mental health sufferers also need emotional support and to be heard. However, Professional assistance is essential for these clients to be diagnosed and receive appropriate intervention.

It is okay to end the chat if you need to run errands, rest or prepare a meal?

  1. No, you should be prepared to chat for the duration agreed on at the start
  2. Yes, if you say goodbye and reschedule for another day it is okay
  3. Yes, I am volunteering my time for FREE or a minimal rate, so the client will understand
  4. None of the above

Why- If you cannot commit to the duration of the chat, the client may feel rejected, that their problems are not important and that you do not care. At let’s Connect we encourage professionalism and dedication from volunteers so as to provide those in need with the support they deserve.

How should you NOT end off a chat with a client who still has a lot to discuss?

  1. When time is up, say goodbye and wish them well
  2. Give the client a 10-minute warning and start summarizing and consolidating what was said
  3. Ask the client if they would like to continue the chat another day
  4. Tell the client that you would like to give certain topics the time they deserve by moving them to the next scheduled chat

Why- You want to show the client that you care and what they have to say matters to you despite having to end the chat. Preparing them helps to bring the chat to a close and highlight the important parts or even realizations that occurred so that you end the chat on a positive note.

If a client is late for a chat what should you do?

  1. You want to show that you care, so start the chat when they are ready even if it makes you late for other commitments
  2. Explain to the client that you now only have (x) number of minutes left of the chat but, can schedule another timeslot should it not be enough time (if you cannot go over the allocated duration)
  3. Let the client know that its rude to be late
  4. None of the above

Why- It is important to have boundaries even when clients are in distress. Good boundaries maintain a professional helping space and enforce mutual respect between client and volunteer

(IMPORTANT: If you are not a licensed professional, Suicidal clients should be referred immediately to professional suicide helplines in their country which can be found in the resources tab )

When is it okay to share your private information with a client or ask for such information? (Full name, phone number, place of work, email address, social media handles, physical address)

  1. If you become friends with the client
  2. If you want to support or view their business or other endeavors
  3. If you would prefer to chat through a different platform
  4. None of the above

Why-By sharing or asking for private information you are providing a risk to your safety as well as the clients safety. Additionally, by maintaining anonymity, clients feel more comfortable to open up and receive support.

( Lets Connect will not be held responsible for your privacy and safety if you violate these terms and conditions )

Why do we refrain from giving clients advice?

  1. My advice could harm the client
  2. I want to empower the client to take responsibility over their own decisions
  3. I can never fully understand the clients situation, so I cannot know what the right decision is.
  4. All of the above

Why- Often clients may ask for your advice or opinion. Instead try and ask the client what options they have and what the consequences of those options are. This way the client will explore what option is best for them. This further boosts the clients independence, self confidence and feelings of competence.

Active listening forms the basis of trust and respect. So how can we show the volunteer that we are actively listening to them?

  1. Use minimal encouragers when appropriate such as; ‘ I see’, ‘Uh huh’, ‘go on’
  2. Asking questions to clarify what has been said
  3. Paraphrasing what the client has said to make sure you understood correctly
  4. All of the above

Why- Active listening helps to avoid misunderstandings, allows the volunteer to understand the clients situation/feelings. This creates a space for the client to sometimes come to new realizations. Additionally, the client will feel that you are fully present and committed to supporting them.

What do you do if you don’t agree with a clients values or you feel uncomfortable discussing a particular matter with them?

  1. Explain to them that what they are doing is immoral and unacceptable
  2. Quickly end the chat and pretend that you lost connection
  3. See if you can get them to change to do the right thing
  4. None of the above

Why- As volunteers its important to show acceptance and non-judgement to the client. Many individuals use this platform because they will receive judgment if they talk to family/ friends. You must be sensitive to the fact that we all differ in what we consider as ‘right’ and ‘wrong’.

If you are uncomfortable with a certain topic/person we recommend that you explain that you don’t have enough experience with that and feel that a different volunteer will be able to offer better assistance.