Email Guidelines
ReachOut moderators are here to ensure the community can have safe discussions about tricky topics. Our job is to make sure every community member feels supported and welcome.
We can provide guidance if you email us to get help with:
- posting safely on the online community
- understanding the online community guidelines
- taking breaks from the forum when you need it
The moderation team aims to support every online community member, which means our inbox isn’t monitored 24/7, and we cannot provide individual support via email.
If you need urgent support, we want you to get support soon as possible. The best way to get help fast is to reach out to someone you trust or contact one of the helplines below:
Lifeline: 13 11 14
Suicide callback service: 1300 659 467
Kids helpline: 1800 55 1800
Our email guidelines will let you know what to expect if you receive an email from us or you decide to email us
What you can expect from us:
When we communicate with you via email, we promise to always:
- interact with you in a supportive and non -judgmental manner.
- respond to your email within 24 hours.
We may email you if:
- we are concerned about your or someone else's safety
- you have breached guidelines, and we want to provide some guidance on posting within guidelines
- we want to offer you a support plan
- you’ve taken a break from the online community, we will get in touch to discuss a “return to the community” plan.
- you are leaving RO because:
- you have aged out
- you need to take a break, or
- your account is banned.
Other reasons we might email you include to:
- inform you of research or user testing opportunities
- ask permission to use your posts as quotes, and
- provide updates on the RO volunteer program
What we expect from you:
The best place to get support is by creating your own thread to let the online community know how you’re feeling. When you create a thread, you let ReachOut moderators and the community know where to support you.
If you do need to email us for one of the reasons above, please remember the online community is a safe place for everyone, including our staff and moderators.
When you are emailing us, we have zero tolerance for:
- any form of abusive or aggressive behaviour
- any form of discrimination or prejudice
Please:
- include trigger warnings for any discussions about a traumatic event.
- avoid including explicit or graphic details, for example, specific details of self-harm, graphic descriptions of violence or abuse, or detailed/graphic descriptions of disordered eating behaviours.
- do not send pictures or videos.
- take a break if you feel like you cannot post safely or the community team has asked you to.
