What's new in 2026
One rule above all: every conversation happens on your Eldera link.
- Meeting by phone, WhatsApp, or a personal video account, even to work around a technical problem, is itself something to report so we can fix it.
- Reporting is now faster: the Reach a human button on your Eldera page reaches our care team the same way email does.
- Our AI Chaperone safeguards every session in the background and escalates to a person; it never acts on its own. Your report and its signals go to the same human team.
- Guidance added for members outside the United States, for mentees who turn 18, for in-person meetups, and for media requests involving a young person.
At a glance
- Report issues: email community@eldera.ai and copy carl@eldera.ai, or use the Reach a human button on your Eldera page.
- Provide details: describe what happened, include dates and any evidence, and choose to remain anonymous if you wish.
- Eldera responds: a person acknowledges your report within one business day, investigates, and takes appropriate action promptly. Safety concerns involving a young person are handled the same day.
- Community role: everyone is encouraged to report concerns. When in doubt, report.
- Confidentiality: reports are confidential, and there is no tolerance for retaliation.
- Emergencies: if someone is in immediate danger, contact local emergency services first (911 in the U.S.), then inform Eldera. State reporting numbers: Child Welfare Information Gateway.
Reporting to Eldera
Below are clear examples of incidents that need to be reported to Eldera, and those that must also be reported to authorities by mentors or parents. These situations should be reported directly to Eldera's care team.
1. Violations of the Code of Connection
- Inappropriate language or behavior: offensive or discriminatory language during a session; insensitive remarks that violate Eldera's inclusivity policies.
- Harassment or bullying: teasing, mocking, or aggressive behavior toward a mentor or mentee; repeated unwanted contact or messages.
- Inappropriate content sharing: non-age-appropriate materials, even if unintentional; images or videos not suitable for the platform.
2. Conversations moving off the Eldera link
- Any contact outside the platform: a pair meeting by phone, WhatsApp, text, social media, or a personal video account, for any reason, including a broken microphone. Every protection we promise families lives inside the Eldera link. Our team will fix the technical problem, not the friendship.
- Requests for personal contact details from either side, or a young person asking to connect on another app.
3. Technical issues affecting safety or privacy
- Platform issues: sessions not recorded as per Eldera's policy; unexpected disruptions that compromise a session's integrity; persistent audio or video failure (we offer a 10-minute tech check before the next session).
- Privacy concerns: unauthorized access to your account or sessions; suspicion that personal data may have been exposed.
4. Concerns about participant well-being
- Signs of distress: a mentee who appears unusually withdrawn, upset, or fearful; an older adult who seems confused, disoriented, or shows sudden changes in behavior.
- Reliance on AI companions: a young person describing an AI chatbot or "AI friend" as a primary relationship, or showing distress tied to it. This is a well-being concern, not a rule violation. Report it so a person can follow up with the family.
- Possible policy violations: behavior that is concerning but does not clearly indicate abuse or illegal activity.
5. Situations that need Eldera's coordination
- In-person meetups: families and mentors sometimes wish to meet in person. These must be family-initiated, with a parent present, and Eldera informed in advance. Tell us; we'll help you do it well.
- Media or research requests involving a young person: always route to Eldera first. We follow a parent-first process with a parent present for any interview.
- A mentee turning 18: the friendship continues (there is no graduation at 18). Tell us so consent and communications move from the parent to the young adult.
6. Feedback and suggestions
- Improvement ideas: suggestions to enhance safety protocols; feedback on training materials.
- Positive contributions: recognizing a participant making an exceptional impact in the community.
Reporting to authorities
These situations require immediate reporting to local authorities (such as child protective services or law enforcement) by mentors or parents, in addition to notifying Eldera.
1. Suspected child abuse or neglect
- Physical abuse indicators: unexplained bruises, burns, or injuries; a child mentions being hurt by someone in their household.
- Emotional abuse: expressions of worthlessness or excessive fear of a parent or caregiver; signs of severe anxiety, depression, or withdrawal.
- Neglect: a child who frequently appears unkempt or hungry, says basic needs are not being met, or mentions being left alone without proper supervision.
2. Disclosure of abuse
- Direct disclosure: a child tells you they are being abused or harmed; an older adult mentions being exploited or mistreated by a caregiver or family member.
- Third-party information: another person informs you about a participant being abused, or gives specific, credible information that a child who is not an Eldera member is being abused or neglected.
3. Immediate threats to safety
- Self-harm or harm to others: a participant expresses intent to harm themselves; threats of violence toward others. In the U.S., call or text 988 (Suicide & Crisis Lifeline) with the person if possible, and 911 if danger is immediate.
- Witnessing criminal activity: illegal activities observed during a session (for example, drug use or illegal weapons).
- Exploitation or scams: an older adult being coerced into financial transactions or sharing sensitive financial information; a participant being targeted by online predators.
4. Illegal activities
- Cybercrimes: hacking attempts, identity theft, or other cyber offenses involving participants.
- Sharing illegal content: transmission of content that is illegal or depicts illegal activities.
Reporting procedures
For reporting to Eldera
- Use Eldera's reporting process: email community@eldera.ai and copy carl@eldera.ai, or use the Reach a human button on your Eldera page.
- Provide specific details: describe the incident with as much detail as possible, including dates, times, participant names, and the session in question. Because sessions are recorded on the Eldera link, the date and time let our team review the recording.
- Anonymity option: you may choose to report anonymously.
- Don't investigate: your role is to report, not to question the person further or gather evidence. Do not delete messages or recordings that may be relevant.
For reporting to authorities
- Immediate action: if someone is in immediate danger, call emergency services (911 in the U.S.) immediately.
- Contact the appropriate agency (listed below).
- Provide necessary information: state your concerns clearly with all relevant details, and follow the authorities' guidance on next steps.
- After reporting: inform Eldera at community@eldera.ai, respecting confidentiality protocols. You never carry this alone. A member of our care team will follow up with you.
Who to contact
Child Protective Services, for concerns involving minors
- Website: State Child Abuse and Neglect Reporting Numbers (Child Welfare Information Gateway, U.S. Department of Health and Human Services).
- How to use: select the state where you suspect the abuse is taking place (the state where the child lives, which may not be your own), find the hotline number, and make the report promptly.
- Childhelp National Child Abuse Hotline: call or text 1-800-4-A-CHILD (1-800-422-4453), 24/7, confidential, in over 170 languages: childhelp.org. They can direct you to the right local agency.
- California mentors: members of the California Wisdom Corps may be mandated reporters under California law. Free training is available at mandatedreporterca.com.
Adult Protective Services, for concerns involving older adults
- National Adult Protective Services Association (NAPSA): Get Help in Your Area. Select the state where the older adult lives to find local APS contact details.
- Eldercare Locator: 1-800-677-1116, a public service of the U.S. Administration for Community Living.
Law enforcement, for illegal activities or immediate threats
- Emergency: 911 if someone is in immediate danger or a crime is in progress.
- Non-emergency: search for the non-emergency number of the local police department or county sheriff's office in the participant's city and state (for example, "non-emergency police number in Los Angeles, CA"), or find it on the city or county official website.
Members outside the United States
Eldera now has mentees and families in South Korea, Vietnam, and other countries. Reporting obligations follow the country where the young person lives. In an emergency, call that country's emergency number, then inform Eldera; our care team will coordinate with the family and local resources.
- South Korea: emergency and child abuse reports 112; suicide and crisis line 109.
- Vietnam: National Child Protection Hotline 111; emergency 113 (police).
- Any country: findahelpline.com lists verified crisis lines by country.
Country-specific numbers are provided for convenience and should be verified locally. When unsure, contact Eldera and we will help you find the right resource.
The reporting protocol
Step 1: Identify the issue
- Violations of the Code of Connection
- Suspected abuse, neglect, or exploitation
- Conversations moving off the Eldera link
- Technical problems affecting safety or privacy
- Any behavior that makes you feel uncomfortable or unsafe
Step 2: Submit a report
- Provide details: describe the incident clearly and concisely, with dates, times, and names.
- Attach evidence (optional): screenshots or the session date and time so our team can review the recording.
- Choose anonymity (optional): include your identity or remain anonymous.
Step 3: Eldera's response
- Acknowledgment: a person confirms your report has been received within one business day.
- Investigation: our care and safety team conducts a prompt, confidential investigation, including review of the session recording and any Chaperone signals.
- Resolution: appropriate actions may include support for those involved, a rematch, warnings, suspension, or removal from the platform, and reporting to authorities where required.
- Feedback: you may receive a follow-up if more information is needed or to inform you of the outcome, respecting privacy laws.
Other ways we hear from you
- Session check-ins: after your first session and around session ten, we ask how it went. Every quarter we ask mentors one question: how is mentoring feeling for you? Concerns raised there reach a person within 48 hours.
- Mentor Council: monthly, for questions and ideas in real time.
Our commitments
Community involvement
- Collective responsibility: every member is encouraged to report concerns to help maintain a safe environment.
- Transparency: we share regular updates on policy changes and community well-being.
- Empowerment: educational resources are available to help you recognize and report issues confidently.
Confidentiality and protection
- Privacy assurance: all reports are handled with strict confidentiality.
- No retaliation: Eldera prohibits retaliation against anyone who reports a concern in good faith.
- Support services: access to support resources is provided for those affected by any incident.
Legal compliance
- Mandatory reporting: Eldera complies with all applicable laws regarding the mandatory reporting of abuse or neglect. Eldera's own policy requires every member to report suspected abuse regardless of whether the law in their state or country designates them a mandated reporter.
- Cooperation with authorities: we cooperate fully with law enforcement and other authorities as required.
- Data and recordings: sessions are recorded on the Eldera link with consent and held in the Repository of Human Wisdom under strict access controls. Recordings are reviewed by authorized staff only, for safety and quality, and are never sold or shared outside the purposes members have agreed to.
Remember: your voice is vital in keeping Eldera safe and welcoming. Don't hesitate to report any concerns. We're here to support you every step of the way.
Key points to remember
- Mandatory reporting: as a mentor or parent, report suspicions of abuse, neglect, or exploitation to authorities immediately, and to Eldera.
- Non-delegable duty: you must make the report yourself; you cannot assign this responsibility to someone else.
- Protection for reporters: individuals who report in good faith are protected from legal liability and retaliation.
- Confidentiality: share information only with authorized personnel and authorities.
- Stay on the link: the Eldera link is where every safeguard lives.
Support and resources
- Eldera care team: community@eldera.ai (copy carl@eldera.ai) or the Reach a human button. Available to assist with concerns and guide you through reporting.
- State reporting hotlines: Child Welfare Information Gateway.
- Crisis support (U.S.): call or text 988; Crisis Text Line: text HOME to 741741.
- Emergency services: 911 in the U.S., or your local emergency number.
Your prompt action in reporting not only helps protect the individual involved but also upholds the integrity and safety of the entire Eldera community. Thank you for your vigilance and commitment to our collective well-being.
Dana + The Eldera Team