Support & one-on-ones

Alongside check-ins and the triage queue, Lurno carries three quieter surfaces: scheduled one-to-one conversations, the Calm Corner of short practical reading plus your organization’s own support contacts, and Voice, where anyone can raise a concern, an idea, or a question.

They exist because most of what a wellbeing programme does is ordinary — a conversation, a page someone reads at the end of a hard day, a suggestion that gets a public answer. None of it depends on anyone analysing how a person feels.

Availability

Plan: Any plan · Module switch: wellbeing has to be switched on for your organization first · Permission: the Calm Corner and Voice need the wellbeing self-service permission, which the built-in staff roles hold by default — administrators, sub-organization managers, instructors, facilitators, managers, mentors and reviewers. One-to-ones need no permission at all: being scheduled into one is what gives you access. Scheduling one for other people needs permission to manage one-to-ones, and reviewing the Voice queue needs permission to moderate wellbeing feedback — organization administrators hold both by default.

Don’t see this in your account? See Plans, permissions & modules.

What this does

In this version of the module, wellbeing subjects are your staff, not your learners. The self-service permission behind the Calm Corner, check-ins and Voice is granted to the roles that run a programme — administrators, managers, instructors, facilitators, mentors and reviewers — and learner and guardian roles are deliberately excluded from it. Whether you run a corporate training function, a customer academy or a school, that means these surfaces are for the people delivering the programme, not the people taking it.

Before you start

• Wellbeing must be switched on for your organization, or none of these surfaces appear in the navigation — and Voice refuses submissions outright.
• Add at least one support contact in Wellbeing settings. Until you do, the Calm Corner shows an honest empty state and check-in questions about how someone is coping stay switched off.
• Decide your anonymous feedback policy — never anonymous, people can choose, or always anonymous. Today the setting is enforced when someone presses Send, not shown on the form; see Voice below.
• One-to-ones are staff-to-staff on both sides. Scheduling one for a learner or a guardian is refused with an explanation.

One-to-ones

A one-to-one is a scheduled conversation between a lead and a subject, with a place for the lead’s notes and a separate place for the subject’s own preparation.

See the conversations you’re in

1. Open My one-to-ones. You see only meetings you are personally a participant in — there is no organization-wide view, and no permission opens one.
2. Each card shows the date and time in your locale, the state, and which side of the conversation you’re on.

Record notes or preparation

There’s no separate detail screen — the writing box is on the card itself.

1. If you’re the lead, the field offered is Your notes — what was discussed and what happens next.
2. If you’re the subject, the field offered is Your preparation — what you’d like to talk about.
3. Save.

You are shown only the field that belongs to you, and the split is enforced on the server rather than just in the layout: a lead can’t fill in the subject’s preparation, and a subject can’t edit the lead’s notes. Lurno refuses the wrong one with a message naming the rule rather than a generic error.

The card tells you that notes or preparation exist, never what they say — even for you. The list itself never carries the text.

Scheduling

Scheduling is the one thing the manage-one-to-ones permission grants: a programme owner can arrange a conversation between two other people — logistics, nothing more. There is no scheduling screen in Lurno today; the action exists in the API, and meetings appear on participants’ lists once created. States are scheduled, preparation requested, completed, cancelled, and missed.

Both participants must hold a staff role in the organization. That check runs at creation, where somebody is present to read the refusal, rather than at read time where it would just be silence.

Who can read a one-to-one

Only the two people in it. Not an org owner, not a wellbeing lead, and specifically not the person who scheduled it. The permission to schedule a one-to-one grants no read access to what was said in it. Notes and preparation never reach the audit log either — the trail records that a conversation was scheduled, its ids and its state, and nothing about its content.

The Calm Corner

The Calm Corner is a small library of short, practical text — no video, no audio, no embeds, no tracking. Items are grouped onto four shelves, ordered shortest-commitment first:

Shelf	What’s on it
Reset in two minutes	Four one-to-two-minute resets: breathing, releasing tension, picking a single next action, changing rooms
Between lessons	Three short pieces on recovering from a session that went badly, reframing, and saying no
When it is heavier	Winding down, recognising when it’s more than a bad day, and how to start a conversation
Get help now	Your organization’s support contacts, plus a permanent explainer on what happens when you ask for support

Opening a Calm Corner item records nothing — not who, not when, not what. It is also the one wellbeing surface that doesn’t check whether you’ve opted into check-ins: someone who has declined them is exactly the person most likely to need “who to talk to”.

The support shelf is shown first and always, even when you’ve configured no contacts — an absent shelf would read as “no help exists here”, which is both false and the worst thing this page could imply. If you can manage wellbeing settings, the empty state links straight to where you add them. A line noting this isn’t an emergency service is permanent on every state of the shelf.

Support contacts

Contacts are configured in Wellbeing settings. Each has a name, a way to reach them, and a type: employee assistance, counsellor, safeguarding lead, or helpline. A contact with a name but no way to reach them is refused — that isn’t a contact, it just looks like help.

Having at least one is a real gate, not a nudge: check-in questions about how someone is coping stay switched off until a contact exists. Lurno won’t ask that question without somewhere to point people.

Voice

Voice is one page with two halves. Anyone with the self-service permission can raise something; anyone who can moderate feedback also sees the review queue underneath.

Raise something

1. Open Voice.
2. Choose a type — Concern, Idea, or Question.
3. Write a summary and the body.
4. Tick Send this anonymously if you want to.
5. Send.

Your organization’s anonymity policy is applied when you press Send, and it is applied in the safe direction. Under always anonymous, your name is never stored whatever the box says. Under never anonymous, a ticked box is refused with an explanation rather than quietly published under your name — Lurno will not identify somebody who asked not to be.

Note

The form does not yet read your organization’s policy, so the anonymity tick box is currently offered on every Voice form regardless of the setting. If your organization has anonymity switched off, people will meet that refusal after writing rather than before. Worth telling them, if that’s your policy.

Review and answer

1. In the queue, read the item — its type, its summary and its body. Items are tagged Anonymous or Named, but the writer’s identity is never sent to you either way: the field isn’t returned at all.
2. Choose Write a response, type it, and Publish response.
3. Or choose Archive to close it without a published answer.

Publishing requires a response. “Published” with nothing in it is the state that erodes trust fastest, so Lurno refuses it. Moderation decisions are recorded in the audit log — the state, whether the item was anonymous, and whether a response was attached, never the text. Submissions deliberately are not audited, because submitting is an act by someone with less power on a surface that promises anonymity.

Items carry the states New, Reviewed, Published, Answered, Archived and Merged. The queue’s two buttons cover Publish and Archive; the rest are set by other parts of the module.

Reference

Term	What it is
One-to-one	A scheduled conversation between a lead and a subject. Readable only by those two.
Notes	The lead’s record of the conversation. Only the lead can write them.
Preparation	The subject’s own account, submitted before the conversation. Only the subject can write it.
Calm Corner	Platform-authored short reading on four shelves. Nothing is recorded when you open an item.
Support contact	A named person or service your people can reach, with a type. At least one is required before check-ins may ask how someone is coping.
Voice	Concerns, ideas and questions, optionally anonymous, with a moderation queue and published responses.
wellbeing.one_on_one.manage	Permission to schedule one-to-ones. Does not grant reading their notes.
wellbeing.feedback.moderate	Permission to see and answer the Voice queue.

Troubleshooting

My one-to-ones is empty. You’re not a participant in any. The page has no organization-wide mode, and no permission adds one — if you expected a meeting, ask whoever arranged it to confirm you were named on it.

I can’t save notes — it says notes are the lead’s. You’re the subject on that conversation. Use the preparation field instead; it’s the part meant to be your account of your own situation.

Scheduling a one-to-one is refused. The other person is a learner, a guardian, or holds no role in this organization, so they could never open the meeting. One-to-ones are staff-to-staff on both sides.

The Calm Corner says no support contacts yet. Nobody has added any. Someone with permission to manage wellbeing settings adds them in Wellbeing settings; if you hold that permission the empty state gives you an Add contacts button straight to the right screen. Until then, check-in questions about how someone is coping stay off.

Someone was told their anonymous submission was refused. Your organization’s policy is “never anonymous”, and they ticked the anonymity box anyway. Lurno refuses rather than publishing under their name. Either change the policy in Wellbeing settings, or tell people it applies — the form doesn’t state it yet.

Related

• Wellbeing overview
• Check-ins
• Signals, alerts & cases
• Roles & permissions
• Notification inbox
• Plans, permissions & modules