Crisis script

Preview host guidance: calling and welfare-reporting tools are planned. This website is not an emergency service, and a report here does not summon help. Do not wait for a platform response in an emergency.

When a caller mentions self-harm

Stay calm, listen without judgement and speak slowly. You are offering conversation, not crisis treatment. Encourage the caller to contact professional support and, if they can, someone they trust. Do not prolong a paid conversation as a substitute for urgent help.

Say this in English

“I care about your safety, and I am glad you told me. I am not trained to help in a crisis. If you might hurt yourself now or are in immediate danger, please call 112 now. For mental-health support, you can call Tele-MANAS on 14416. Can you make that call now? If you can, ask someone you trust to stay with you. We can end this call so you can reach that help.”

हिंदी में यह कहें

“मुझे आपकी सुरक्षा की परवाह है। आपने मुझे बताया, यह अच्छा किया। मैं संकट में मदद करने के लिए प्रशिक्षित नहीं हूँ। अगर आपको लगता है कि आप अभी खुद को नुकसान पहुँचा सकते हैं या तुरंत खतरे में हैं, तो कृपया अभी 112 पर कॉल करें। मानसिक स्वास्थ्य सहायता के लिए आप टेली-मानस को 14416 पर कॉल कर सकते हैं। क्या आप अभी यह कॉल कर सकते हैं? हो सके तो किसी भरोसेमंद व्यक्ति को अपने पास रहने के लिए कहें। हम यह कॉल खत्म कर सकते हैं ताकि आप उस मदद से बात कर सकें।”

Welfare concern, never a strike

Self-harm mentions must never count as a strike. Do not use the planned # end-and-block key solely because someone shares distress. The planned * key ends the call without making that block report; hanging up normally also ends it.

When a welfare reporting route becomes available, mark the concern clearly as welfare, include the call ID and avoid unnecessary personal details. Planned post-call moderation sends self-harm flags for welfare review, not punishment. Neither a flag nor a report guarantees immediate human attention.

Do not say

• “You are overreacting” or “Just be positive.”
• “Other people have it worse.”
• “Promise me you will never do it.”
• “I can fix this” or “This will stay secret.”

Do not ask for method details, offer a diagnosis or promise that emergency services have been contacted. Calls are planned to be recorded and reviewed; do not promise confidentiality.

India: call 112 for an emergency or call Tele-MANAS 14416 for mental-health support. Official information: Emergency Response Support System and National Mental Health Programme.