OneClub OS AI Crisis Protocol
Version 2026-09-28 · Effective September 28, 2026
What changed
- First published version: how the player AI coaches detect and respond to crisis and safety messages, and the break reminders for players under 18.
- Added support mode, the 24 hours after a serious concern, and named the club’s directors among the adults who are told.
Effective September 28, 2026. The player coaches in OneClub OS (Wellness Coach, Drill Coach and Goal / IDP Coach) are AI. They are not a person, doctor, therapist or crisis service. In an emergency, call 911. For crisis support, call or text 988.
This page describes what happens when a message to a player coach suggests someone may be at risk. It supplements the Data & AI Notice, which lists the providers involved. Questions: legal@oneclubos.com.
1. How a concern is detected
- First, fixed keyword rules check every message before anything else happens. They look for self-harm, abuse or safeguarding concerns, disordered eating, bullying, violence and urgent medical symptoms.
- Second, a safety check (the OpenAI Moderation API) reviews every message for self-harm, sexual content involving minors, violence and harassment before an AI answer is written.
- Third, the same safety check reviews every answer the coach writes before it is shown or saved. A flagged answer is never shown; it is replaced with a safe message and treated as a concern.
- If the safety check cannot be completed, the coach does not answer. The player is asked to try again and is shown 988 and 911.
2. What the player sees
A concern never receives an AI-written answer. The player receives a fixed, caring reply that tells them to call 911 if anyone is in immediate danger and gives them people to talk to:
| Concern | Resources named in the reply |
|---|---|
| Self-harm or suicide | 911 and the 988 Suicide & Crisis Lifeline (call or text 988); a trusted adult |
| Abuse or a safeguarding concern | 911; the Childhelp National Child Abuse Hotline, 1-800-422-4453 (call or text); a trusted adult and the club’s safeguarding contact |
| Disordered eating | The ANAD eating disorder helpline, 1-888-375-7767; 988; a parent, trusted adult or doctor |
| Bullying or harassment | A trusted adult, coach or the club’s safeguarding contact; 988; 911 in an emergency |
| Violence | 911; a trusted adult or the club’s safeguarding contact; 988 |
| Urgent medical symptoms | Stop training; a trusted adult or medical professional; 911 if severe |
The coaches are not therapy. For emotional or mental-health topics that are not a crisis, a coach answers briefly and kindly and points to a trusted adult, the club’s safeguarding contact and 988. It does not counsel, diagnose or treat.
3. Who is told
A separate event records the category, time, coach, detection method and message fingerprint without duplicating the text. Any underlying message in ordinary conversation history remains subject to its retention, deletion and restricted-access rules. Configured safeguarding reviewers and appropriately authorized directors may receive a limited in-app alert; where no suitable club reviewer exists, the event is routed to OneClub OS for authorized safety review. The AI coach itself does not contact emergency services, parents, guardians, law enforcement or other authorities. OneClub OS is not a crisis service and safety notifications are not guaranteed to be monitored continuously. Authorized human reviewers may contact appropriate people, make legally required reports, preserve information or take other action under applicable law and approved safeguarding procedures. A parent is not automatically notified in every case.
4. The day after a serious concern
After a message about self-harm or suicide, abuse, or violence, the coaches stay available but answer in support mode for the next 24 hours. The chat is not locked and nothing else in OneClub OS changes. In support mode:
- Every coach answers warmly and briefly, listens first, and does not push training load, goals, performance targets or new challenges. Everyday questions are still answered.
- A line above the message box keeps help one tap away: call or text 988, 911 in an emergency, or a trusted adult.
- If the player reaches a question limit, the limit message names 988, 911 and a trusted adult instead of asking them to come back later.
- Any further concern is recorded and the same adults are told again, as in section 3.
Support mode ends on its own 24 hours after the latest serious concern, or sooner when a reviewer closes the concern. The player is not told that support mode is on or why.
5. Break reminders for minors
Eligible players aged 13 to 17 see a reminder after a period of active AI chat across all three coaches. The club sets the period between 15 minutes and 3 hours; it is 60 minutes unless the club changes it. Time stops counting after 30 minutes without activity and starts again from zero. The reminder reads “Quick check-in: you’ve been chatting with an AI coach for a while. Time for a break?”, repeats that the coach is AI, and can be dismissed with Continue. Each reminder shown and dismissed is recorded. AI chat for players under 13 is paused.
6. Accounts for players under 13
AI chat for players under 13 is paused. A parent login or confirmation does not prove who is typing and is not verifiable parental consent. A future child-use pathway requires legally sufficient parent notice, verifiable parental consent, parent controls and separate approval; see the Children’s Privacy Notice. Earlier messages remain subject to the ordinary conversation-retention and deletion rules.