FAQs

All contacts with Military OneSource, whether by telephone, Internet, or face-to-face counseling, are private. No report is provided to the military as to the nature of the contact, except for the reportable issues listed below. The service member, as well as the service member’s commander, is not advised when a family member calls or conducts an online visit or face-to-face session. Military OneSource has the technology, the procedural infrastructure, and the highly trained staff to ensure that each user is treated confidentially and with respect regardless of rank.

However, there are exceptions. Military OneSource consultants have a duty to report family maltreatment (spouse, child, elder abuse), threats of harm to self or others, substance abuse, and illegal activities. These reports are made to the appropriate military and civilian authorities. Since face-to-face counselors are an extension of Military OneSource, these reporting requirements apply to them as well.

Note: Air Force Personnel Reliability Program (PRP). Military OneSource consultants must report to the proper Air Force authorities any certified members of the PRP with issues that would impact reliability

Consultants read a statement to the caller at the beginning of each call that explains the limits of privacy as explained in the previous question and answer. A similar statement is provided to the user when contacting a consultant by e-mail. Information about issues within the confidentiality limits will not be released without signed authorization of

Military OneSource counselors are mandated by federal and state law to report a caller threatening danger to him or herself or others. Each of the service branches has provided Military OneSource with a reporting protocol. In addition, when applicable, the proper civilian agencies will be notified. For instance, child-protective service agencies, as well as the nearest installation or Family Advocacy Office, are notified of reports of child abuse

While Military OneSource is not promoted as a reporting or suicide hotline, these types of calls are sometimes received. Trained, master’s-level consultants with the support of their team leaders and clinical supervisors follow protocols developed to provide immediate assistance

Suicide: The consultant will try to keep the caller on the line to determine imminent danger. In extreme cases, other Military OneSource team members can contact local emergency resources and the military authority and direct them to provide in-person assistance. If imminent danger is not an issue, the consultant will find community and installation resources for referral and follow-up with telephone calls as the situation requires.

Spouse abuse: The Military OneSource consultant will do a risk assessment to help determine danger. When possible, the consultant will keep the caller on the line for a three-way call to the proper military or civilian resource. In every case, consultants will follow reporting protocol. If risk or danger is high, the consultant will make sure that the proper law enforcement agencies are notified. In addition, the consultant will guide the caller to resources in the local community, such as shelters, counselors, victim advocates, and chaplains. Follow-up phone calls will be made if the caller agrees.

Child abuse: The Military OneSource consultant will attempt to keep the caller on the line for a three-way call to the proper reporting agencies, but all calls must be reported to the proper military authorities, the local child-protective service agency, and/or the local law-enforcement agency. The consultant will also locate community and installation resources and possibly educational materials. Follow-up phone calls will be made to provide further help.

Military OneSource follows the guidelines established by each branch of the service. Military OneSource consultants explain the privacy limits at the beginning of each contact with a caller or e-mailer. When identified, these cases must be reported to the proper military reporting point of contact. Military OneSource consultants are generally able to help the caller to stay on the phone for a three-way reporting call and to make contact with the military support agencies.

If a caller remains anonymous, Military OneSource will provide resource information about spouse-abuse shelters, victim advocates, hotlines, and the Military OneSource Web site where people can read information or listen to audio tips. The caller will also receive coaching over the phone and may eventually decide to give his/her name. Consultants do whatever they can to help a caller who wishes to remain anonymous.

Yes, telephone consultation, the Web site, educational materials, and face-to-face counseling sessions are all excellent resources for immediate assistance. If no violence has occurred and risk is not high, this assistance will remain private.

Conversations with consultants are not recorded. The Military OneSource telephone system documents when calls are received and which consultant takes the call. The consultant uses a proprietary and confidential case management system to record their notes and follow-up actions. Military OneSource follows all federal regulations regarding privacy and maintains an electronic record accordingly, including storage and retention policies.