Maintaining healthy boundaries and addressing crises in HeyPeers
As a peer supporter on HeyPeers, you may occasionally encounter members who express distress, crisis-related concerns, or behave in ways that feel aggressive or triggering. While your role is to offer peer support, you are not expected to manage crises alone. This article outlines how to maintain healthy boundaries, respond appropriately, and escalate situations when needed.
If someone is in crisis
Chat Rooms
If you feel equipped, you may offer supportive messages. If not, it’s okay to step away. You are not obligated to remain in a chat room or private message thread during a crisis. HeyPeers is not a drop-in crisis platform, and it is not your responsibility to talk someone through an emergency.
Video-Based Meetings
If a member appears to be in crisis during a support group meeting, offer compassion and encourage the group to support the individual. If the member seems to need further help after the meeting, contact the Peer Support Management Team at [email protected]. They will review the situation and determine the appropriate action.
Suggested messages to share
If you feel comfortable offering support, you may use one of the following drafted messages:
Short Message
If you are experiencing a mental health emergency, please go to the nearest emergency room or dial 9-1-1. You can also dial 9-8-8 to reach the Suicide & Crisis Lifeline, or text TALK to 38255 or HELP to 741741.
Longer Message
Hello [Member],
Thank you for reaching out. We’re sorry to hear you’re having a difficult time. We encourage you to connect with the resources below for additional support.
If you need immediate help, please reach out to a medical professional, clergy member, loved one, or go to the nearest emergency room.
Emergency resources:
Lifeline Chat: 1-800-273-TALK (800-273-8255)
IMAlive Messaging Line: https://www.imalive.org/
Texting Support Line: Text HOME to 741741
Samaritans USA: 877-870-4673
Addressing Aggressive Behavior
Chat Rooms
If a user is inappropriate or harassing you in a one-on-one, private, or public chat room, you can report them. See the article Reporting User Behavior in Chat Rooms for instructions. You may also remove them from the chat or disconnect their ability to message you privately.
- First instance: Remind the participant of the specific guideline they’re violating. Share the Meeting Behavior Expectations article if needed.
- Second instance: Repeat the reminder and warn that continued violations may result in removal.
- Third instance: Inform the participant they’re being removed due to continued violations.
If you have questions about maintaining boundaries or responding to crises, please reach out to the Peer Support Management Team at [email protected]. Your presence and care matter deeply and your well-being is just as important as the support you offer