Navigate tricky topics gracefully
Keen takes the safety of our users very seriously, this includes customers and advisors alike. In order to ensure that we have a welcoming platform for all, we created Customer Guidelines as well as Advisor Guidelines to help everyone know what is allowed and not allowed on our platform. That said, we know some customers may miss these documents and may ask you for advice about a situation that is against our policies so we’ve put together some tips and tricks for navigating these tough situations.
As mentioned in our guidelines, Keen does not permit advisors to provide medical advice and that you should refrain from doing so if a customer asks (including questions or predictions surrounding pregnancy). Some examples of what advisors are not allowed to answer are: a customer asking when they can expect to get pregnant, what the gender of their child will be or whether the outcome of a medical procedure will be positive. Another example is suggesting alternative forms of medication to someone who is experiencing medical issues.
Although Keen doesn't permit advisors to provide medical or pregnancy advice or predictions, it's important to note the difference between a user asking if they will have children versus a user asking if they will become pregnant. You are welcome to clarify with the user whether they are asking generally about having children or if they are asking a pregnancy question. If the customer verifies that they are asking about a pregnancy, you are welcome to notify the customer that you’re unable to answer that question specifically and steer the conversation in a different direction.
People often come to Keen to speak to advisors about life's struggles. From time to time, you might encounter someone who mentions they feel suicidal. We understand that conversations like these are never easy, and it can be difficult to know the best way to handle a situation like this. We always recommend you provide the caller with the Suicide Prevention Lifeline, at 988 or you may refer the user to any one of the resources outlined in this article.
Minor in Danger
While rare, if a customer is asking questions that would reasonably indicate that a minor is in danger, we ask that you please end the conversation and contact us. An example of this could be a customer asking for a reading on a romantic situation involving a minor. It is always beneficial to pay attention to the ages or dates of birth provided to you. We understand that you cannot control who chooses to reach out to you or what they might ask, but it is imperative that advisors do not read on these situations. Please instead end these conversations and contact us.
Finally, we also want to address situations in which clients are asking for readings or advice on other kinds of illegal activity. Examples of this include a user asking for advice about an assault or murder they committed, or any other kind of action perpetrated by the user that could reasonably lead to future legal action against them. We ask that you please do not read on these topics.
|Read the Advisor Guidelines and User Agreement in full before providing advice|
|Never provide medical or legal advice to customers under any circumstances|
|Refer suicidal customers to the Suicide Prevention Lifeline at 1-800-273-TALK (8255)|
Contact Keen if a minor is in danger