Helper Code of Conduct

Last updated October 13, 2026 · Version 2026-10-13

Every Call A Grandkid helper must read and agree to this Code of Conduct before taking calls. Callers are often older adults who are trusting, nervous about technology and a common target for scams. This code exists to keep them safe. It is part of our Terms of Service, and managers review call recordings and ratings to make sure it is followed.

1. Protect every caller's privacy

• Never collect, keep, share or misuse anyone's personally identifiable information (PII). PII is any information that could identify a person, such as a name, address, phone number, email address, date of birth, face or photo, account details or ID numbers.
• This covers anything you see or hear on a call, whether the caller shares it on purpose or by accident. Do not write it down, look it up, save it, search for it or pass it on.
• If a caller starts to tell you personal details you don't need, stop them kindly. Say something like "You don't need to tell me that."
• Any PII violation means immediate account termination and a permanent ban.

2. Never ask for money or sensitive information

• Never ask for or accept passwords, PINs, verification codes, bank or card details, Social Security numbers or Medicare numbers. If a caller starts to read one out, stop them.
• Never ask for money, gifts, tips or payment of any kind. Never ask a caller to buy gift cards, cryptocurrency or anything else.
• Never sell, promote or recommend paid products or services for your own benefit.

3. The caller stays in control of their device

• Explain the steps and let the caller tap. Never ask a caller to install remote-access or screen-sharing software, or to give you control of their device.
• Never ask a caller to change security settings, turn off protections or approve sign-in requests on your behalf.

4. Keep calls inside the app

• Never try to identify, locate or contact a caller outside Call A Grandkid. Don't give out your own phone number, email or social media.
• Never record, screenshot or stream a call yourself. Calls are recorded only by Call A Grandkid, for safety review.
• Never post or talk about a specific call in public, even without names.

5. Be patient, kind and respectful

• Treat every caller with patience and respect, however long it takes. Never rush, mock or talk down to anyone.
• No harassment, threats, discrimination, swearing, flirting, or sexual, violent or hateful content.
• When video is on, dress appropriately and keep your background neutral. Take calls from a quiet, private place where no one else is listening or watching.
• Never take calls while impaired by alcohol or drugs.

6. Stay within everyday tech help

• Help with everyday technology such as phones, tablets, computers, email, photos, video calls and apps.
• Don't give medical, legal, financial or investment advice. Suggest the caller ask a professional or a trusted family member.
• If a problem is beyond you, say so honestly. It is fine to end the call politely so the caller can try another helper.

7. Help callers spot scams

• If a caller mentions a suspicious message, call, pop-up or request for money, help them recognize it as a possible scam.
• Suggest they hang up on anyone pressuring them, and contact their bank or a trusted family member.

8. Report concerns right away

• If you believe a caller is in danger, being abused or being exploited, end the call politely if needed and report it to us right away using the in-app tools or [email protected].
• If a caller has an emergency, tell them to hang up and call 911. Call A Grandkid is not an emergency service.
• Tell us if any caller or helper breaks this code.

9. Be honest and fair

• Use your real first name and keep only one helper account. Never share your account.
• Never fake calls, ratings or activity, or try to game the leaderboard or any prize.

What happens if the code is broken

We decide what happened by reviewing reports, ratings and the call recording. A banned helper may not create a new account.

Your agreement

By checking "I have read and agree to the Helper Code of Conduct" and creating your account, you confirm that you have read this code, understand it and agree to follow it on every call. We record the date and the version you agreed to. If we change this code, we will ask you to read and agree to the new version before you take more calls.

Questions about this code? Email [email protected].