FAQ For Listeners

​Before You Call

1. What is My Listening Line?
My Listening Line provides confidential emotional support through two distinct services:

• Empathetic Listening: Speak with a trained, compassionate listener for support with daily stressors, loneliness, relationship challenges, and life transitions. This is not professional therapy.

• Professional Therapy: For deeper, clinical support, you can choose to book a session with one of our licensed therapists for professional counseling and treatment.

Regardless of which service you choose, we are here to help you feel heard and supported. We are not a crisis hotline or a substitute for emergency services.

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2. Who are the listeners?
Our team includes two types of supporters:

• Empathetic Listeners: Carefully vetted, trained individuals skilled in empathy and active listening from diverse backgrounds.

• Licensed Therapists: Certified professionals who provide clinical therapy sessions.

All supporters are dedicated to providing a safe, non-judgmental space for you.

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3. If I book with a therapist, how is that different from a listener?
This is an important distinction:

• An Empathetic Listener provides emotional support, validation, and a safe space to be heard. They do not diagnose, treat, or provide professional mental health advice.

• A Licensed Therapist provides professional psychotherapy. This includes assessment, diagnosis, and evidence-based treatment for mental health conditions. You must specifically book a therapy session to receive these clinical services.

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4. Is this anonymous? How is my data used?
Yes, you can remain anonymous. You have full control over your privacy. You can use your first name only, a pseudonym, or remain completely anonymous. We will never ask for identifying details you are not comfortable sharing.

However, please read this important information about recording:

• Sessions are recorded for quality assurance, training, and content purposes.

• Selected recordings may be edited and shared on the My Listening Line public podcast to help others feel less alone.

• Your anonymity is protected. Before any session is considered for the podcast, all personally identifiable information (name, location, workplace, etc.) is removed using audio editing software. Your voice may also be altered to further protect your identity.

• Your consent is required. You will be asked for explicit digital consent to these terms before your session begins. You may also choose to have your session recorded for internal use only, not for the podcast.

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5. Are sessions recorded?
Yes, sessions are recorded for two primary purposes:

1. Training and Quality Assurance: Recordings are used to train new listeners and ensure high-quality support.

2. The My Listening Line Podcast: Select, anonymized recordings may be shared on our public podcast to help others feel less alone.

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6. How is my privacy protected if my session is on the podcast?
Your anonymity is our top priority. Before any session is considered for the podcast, our editing team:

• Removes all personally identifiable information (name, location, workplace, etc.).

• Alters voice characteristics using audio software to make your voice unrecognizable.

• Edits content to ensure your story is shared in a way that protects your confidentiality.

Do I have a choice?
Yes, always. You will be asked for your explicit consent before your session begins. You can choose:

• Option A: Consent to recording for both training purposes and potential podcast use (fully anonymized).

• Option B: Consent to recording for internal training and quality assurance only.

• Option C: Decline recording. (Please note: if you choose this option, we will be unable to proceed with the session, as recording is a mandatory part of our service model for quality and safety.)

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Can I change my mind after the session?
Absolutely. Even if you initially consent, you can email us at info@mylisteningline.com within 5 days of your session to withdraw consent for podcast use. Your recording will then be permanently restricted to internal training only.

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Booking, Consent & Payment

1. How do I book a session?
You can easily book a session through our website. Select the type of session (Listener or Therapist), choose a day and time, and complete the sign-up process.

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2. What happens before the session starts?
Before your session begins, you will be asked to provide digital consent regarding our recording and privacy terms. You must agree to proceed with the call. You may remain anonymous if you choose.

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3. What are your fees?
Fees vary based on the service you choose:

• Empathetic Listening: We offer tiered pricing, along with sliding-scale spots.

• Professional Therapy: Session fees are set by the licensed therapist.

Please see our website for current pricing or contact us for more information on financial assistance.

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4. What is your cancellation policy?
We understand that life happens. You can cancel or reschedule your session without charge with more than 24 hours’ notice. Cancellations with less than 24 hours’ notice may be subject to a fee.

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The Session

1. What happens during a session?
The session is yours to guide. You can talk about whatever you need. Your supporter will listen deeply and provide a supportive, validating space.

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2. What if I get emotional?
It is completely okay and normal to get emotional. This is a safe space for all feelings. You will be met without judgment.

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3. What if I don't know what to say?
That’s perfectly normal. You can start by saying just that. Your listener or therapist is trained to gently guide the conversation. There is no pressure.

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4. Are sessions recorded?
Yes. All sessions are recorded primarily for training, quality assurance, and the potential creation of podcast content. Your anonymity will always be rigorously protected. Consent will be confirmed before your session begins.

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Technical & Safety

1. What technology do I need?
You just need a reliable phone or stable internet connection for a voice call. We will call you at your scheduled time.

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2. What if my supporter doesn’t call or is a no-show?
This is very rare. If they do not call within 10 minutes of your scheduled time, please email us immediately at info@mylisteningline.com with NO SHOW in the subject line. We will resolve the issue promptly with a full refund or reschedule.

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3. What if I’m in a crisis or having thoughts of suicide?
Our service is not designed for crisis response. Your safety is our top priority.

If you are experiencing a mental health emergency, having thoughts of harming yourself or others, or are in immediate danger, please use the following resources now:

• Call or text 988 for the Suicide & Crisis Lifeline (24/7).

• Text HOME to 741741 for the Crisis Text Line (24/7).

• Call 911 or go to your nearest emergency room.