Straight answers about how Chaperone works
The questions buyers and individuals ask most, about the peer support model, where AI helps and where it doesn’t, how to get access, and how we keep people safe. No One Navigates Alone is more than a tagline; here’s how it holds up.
Peer support and the role of AI
Understanding what peer support is, and what it is not, is the foundation for everything else.
Is peer support the same as therapy?
No. Peer support is a relationship between a trained Peer Coach (someone with lived experience and structured training) and a person who could use support. It’s built on connection, encouragement, practical navigation, and being heard. It is not therapy, clinical treatment, diagnosis, crisis counseling, or emergency care, and Peer Coaches do not provide any of those. When a person needs a therapist, clinician, or higher level of care, Chaperone helps connect them to it rather than standing in for it.
Does AI replace the coaches?
No. The human relationship is the product. Our Intelligent Guidance assists the people doing the work: suggesting routing, drafting summaries, surfacing helpful resources, and handling scheduling and workflow so coaches spend more time with people and less on paperwork. AI when it helps; humans where it matters. It never acts as the primary relationship and never replaces a coach, clinician, therapist, or crisis service.
Who oversees the Peer Coaches?
Peer Coaches work within a supervised structure. They’re trained before they support anyone, follow clear protocols, and have experienced supervisors and escalation paths behind them. The goal is consistent, safe, high-quality support, not a coach left to navigate hard moments alone. You can read more about how the program is designed on our Peer Support page.
Where does AI actually show up?
In the supporting layer, not the relationship. Intelligent Guidance helps route a request to the right kind of support, summarizes context for the human team, prompts gentle check-ins, and reduces administrative friction. People are always talking with a person. If you want the detail, our Intelligent Guidance page walks through exactly what it does and the limits we hold it to.
Access, availability & how a conversation begins
How people reach support, and how organizations bring Chaperone to the people they serve.
How do I get access to support?
Start by telling us what’s going on in your own words. Choose Access support and we’ll help point you toward the right next step. If your employer, health plan, school, or community organization offers Chaperone, support may already be available to you at no cost; if it isn’t, we’ll still help you understand your options.
How does my organization offer this?
Chaperone is sold to organizations (health plans, employers, government agencies, providers, community organizations, and education partners) who make it available to their members, employees, or communities. The fastest way to scope a fit for your population is to talk with our team.
Can I talk to someone right away?
We work to connect people with support thoughtfully and as quickly as we responsibly can, but availability depends on your organization’s configuration, and we don’t promise instant or guaranteed connection. Peer support is not an emergency service. If you’re in crisis or need immediate help, see the safety section below.
Is there a cost to me?
When support is offered through your organization, it’s typically available to you at no direct cost; the organization sponsors it. Exact details depend on the deployment your organization has chosen. If you’re not sure whether you’re covered, choose Access support and we’ll help you find out.
Privacy, safety & how we handle hard moments
The questions compliance teams and individuals both want answered clearly.
Is it private and HIPAA-informed?
Privacy is foundational. Chaperone is designed with a HIPAA-informed posture, role-based access, and clear limits on how information is used, and we don’t treat people’s conversations as surveillance. You can review our full approach to security, privacy, and governance in the Trust Center.
What happens in a crisis?
Peer support is not a crisis or emergency service. If someone is in danger or experiencing a mental health emergency, the right step is immediate help: in the U.S. you can call or text 988 (Suicide & Crisis Lifeline), or call 911. Chaperone is built with safety-aware design and clear escalation paths so concerns are routed to the right human resources. Read how it works on Safety & Escalation.
How is Chaperone deployed?
Flexibly. Chaperone supports configurable deployments so each organization can match the model to its population, workflows, and requirements, from how people enter support to how it integrates with existing care. See the options on Configurable Deployments.
How is the AI governed?
Our Intelligent Guidance operates under defined guardrails: it assists the human team, its role is bounded, and its use is documented and reviewable. We don’t use it to diagnose, to replace clinical judgment, or to act as the primary relationship. Our approach is detailed on AI Governance.
Still have a question?
Talk with our team about bringing Chaperone to your organization, or get routed to the right support path for you. Whichever you need next.