Warm Line Guidelines and Code of Contact

The Warm Line is a telephone, text and computer-based peer support service operated by Progress Place.

Please understand that the Warm Line is NOT a crisis line. If you are in immediate crisis please contact: 911 or Local emergency room/ Local crisis centers, or if you are suicidal call 988.

Employees on the Warm Line all have lived experience of mental illness and use this lens to provide peer support to those who use the Warm Line services. Individuals can receive support by speaking on the phone, texting or chatting online. The Warm Line is available for anyone who is 18 and older, looking to connect when feeling lonely, isolated or in need a friendly chat.

It is important to note that there are guidelines and a general code of conduct we ask callers to follow when using the Warm Line services:

• - When you agree to participate in Warm Line support you are acknowledging that you have read, understood, and agreed to follow the code of conduct, the stated rules below and understand the online chat support services.
• - The Warm Line is not a substitute for other professionals that you currently see to receive support. The decisions that you make during or after phone calls/or chat sessions are your own responsibility. Any “advice” you feel you are given should be taken simply as an opinion and not action for you to follow. We understand that you will always check with your professional support team for clinical or medical advice. The Warm Line is not able to give any medical or clinical advice.
• - The Warm Line wants to help people who disclose that they are hurting themselves or others; if you disclose that you intend to harm yourself or another, or that a child or elder has been abused we will do our best to get the appropriate help. This includes reporting pertinent identifying information to the appropriate agencies that can intervene on behalf of the one in danger. This includes and is not limited to 911, Police, Children’s Aid Society.
• - Respect the peer support workers; refrain from using language that is emotionally, verbally, or sexually abusive, this includes but is not limited to defamatory remarks; do not make threats to workers about their safety and well being
• - The Warm Line does not tolerate unlawful discrimination on the basis of race, national or ethnic origin, citizenship, colour, religion, sex, gender identity, age, mental or physical ability, political beliefs, socio-economic status, health related status, sexual orientation, marital status, or any other grounds enumerated in the human rights legislation of the province of Ontario.
• - The Warm Line reserves the right to take action regarding a violation of the Code of Conduct . This could result in the termination of all services (phone, text, online) for a caller who does not follow the Code of Conduct.

If during anytime of the conversation online you have a concern please email the coordinator at: WarmLine@progressplace.org

Thank you for understanding and agreeing to participate in keeping everyone safe. Any questions or clarification regarding the Guidelines or Code of Conduct can be directed to the Warm Line coordinator at 416 323-0223 x 236.