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Policies

Accessibility

How we build this site so people can use it, and how to tell us when something gets in your way.

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Last updated: September 2026

Our commitment

People often reach this site while unwell, tired, grieving or in a hurry, sometimes on an old phone or a borrowed computer. Access is part of the service, not an extra. We treat a barrier on this site the same way we would treat a locked door at a clinic: as a fault to fix.

We are a small nonprofit, so we improve the site in steps rather than all at once. This page describes what we aim for, what we know is imperfect, and what you can expect when you tell us something is not working.

The standard we work to

We use the Web Content Accessibility Guidelines (WCAG) 2.1 at level AA as our reference standard. We work toward it as an ongoing commitment. We have not completed an independent audit, and we do not claim certification or full conformance. When we say something meets the standard, we mean we have checked it ourselves.

Where United States requirements such as Section 508 or the Americans with Disabilities Act apply to material we publish, WCAG 2.1 AA is the benchmark we use to meet them.

What we build for

Across the site we aim to provide:

  • Text that can be enlarged to at least 200 percent in your browser without content being cut off or overlapping.
  • Full keyboard access, with a visible focus outline on every link, button and form field, and a logical tab order.
  • No keyboard traps: you can always move out of a menu, dialog or form with the keyboard alone.
  • Clear labels on every form field, with errors described in words rather than color alone, and help text tied to the field it belongs to.
  • Headings, landmarks and link text that make sense when read out of context by a screen reader.
  • Colour combinations chosen for readable contrast, and meaning never carried by colour alone.
  • Layouts that work on small screens, in portrait or landscape, without side-to-side scrolling.
  • Descriptive alternative text on images that carry meaning, and no alternative text on purely decorative ones.
  • Tap targets large enough to use with an unsteady hand.
  • No content that flashes rapidly, and no audio or video that starts on its own.
  • Crisis information placed where it can be found quickly on any page.

Using the site with assistive technology

We build with standard web markup so the site works with the tools you already use: screen readers, screen magnifiers, voice control, switch access, browser zoom, reader mode and operating-system settings for larger text, reduced motion or higher contrast.

We test primarily with recent versions of common browsers and screen readers. Older software may behave differently. If your setup is not working, tell us which tools you use and we will try to reproduce the problem.

Movement and motion

Animation on this site is kept small and is used to show change, not for decoration. If your device is set to reduce motion, we respect that setting and keep movement to a minimum.

Plain language

We write in plain English and avoid clinical jargon where we can. Where a term matters, such as the difference between a support request and a general question, we explain it on the page rather than assuming it is known.

Forms and secure information

Our support, referral, volunteer and contact forms are the parts of the site that most need to be accessible, so we give them the most attention. Required fields are marked, errors are listed in text, and you can move through and correct a form using only a keyboard.

If you cannot complete a form for any reason, that must not stop you from getting help. Tell us and we will take the same information another way.

Known limitations

We would rather name gaps than imply there are none. As of the date on this page:

  • Some documents and resources are hosted by other organizations, and we cannot control their accessibility.
  • Payment pages used for donations are provided by our payment processor, and their accessibility is outside our control.
  • We have not yet completed an independent accessibility audit of the whole site.
  • Longer pages, such as our policies, can be tiring to navigate on a small screen.

Third-party content

Links out to other organizations, including crisis lines, government pages and clinical resources, follow their own accessibility practices, not ours. If one of them blocks you, tell us and we will help you get the same information another way.

Tell us about a barrier

If any part of this site is hard to use, send us a message through the contact form. It helps if you can include:

  • The page address or a description of where you were.
  • What you were trying to do and what happened instead.
  • The device, browser and any assistive technology you were using.
  • How you would prefer us to reply.

What happens after you report something

We read every accessibility report. We do not publish guaranteed response times we cannot keep, but we treat reports that block someone from asking for help as urgent, and we will help you finish what you were trying to do while we work on the fix.

If we cannot fix something quickly, we will say so plainly and describe the alternative available to you in the meantime.

Getting the same information another way

Anything published on this site can be provided in another form on request, such as plain text, large print or by being read to you. Ask through the contact form and describe the format that works for you.

Reviewing this page

We review this statement as the site changes and update the date shown above. If you believe something here no longer matches your experience of the site, tell us; that is useful information.