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The Wellbeing Centre Charter

Charter Hall Document — Circlworld Platform Version: 1.0 Effective: [Phase 1 launch date] Next scheduled review: [Phase 1 launch + 12 months] Owner: Circlworld Wellbeing Team

Note on naming. For Member-facing navigation and copy, Circlworld uses simplified naming: the CirclCentral navigation tile reads Wellbeing & Help — a consolidation of the Wellbeing Centre and the Help Office into a single Member-facing entry point. The institutional architecture in this Charter — "Wellbeing Centre" — remains canonical for operative and institutional purposes (counsel materials, regulator submissions, partner communications). The two layers coexist intentionally per the District Language Reframe brief (1 June 2026). Members entering through "Wellbeing & Help" reach both the Wellbeing Centre's care surfaces and the Help Office's general support at /help.

Plain-language summary

The Wellbeing Centre is a place on Circlworld where members can find care when financial difficulty arises. It's run by Circlworld staff and community wisdom — not by therapists, counsellors, or financial advisors.

If you're going through a hard time, we'll listen. We'll point you to people and services that can help. We won't pretend to be a hospital, a clinic, or a financial planner — because we're not.

What we are: a community that takes care of its members.

What we're not: a clinical service, a treatment provider, or a financial advisory firm.

1. Purpose

The Wellbeing Centre provides:

2. What the Wellbeing Centre is NOT

The Wellbeing Centre is not any of the following:

Not a clinical service

Circlworld does not provide therapeutic, counselling, or psychiatric services. Our staff are not licensed mental health professionals. We do not diagnose, treat, or prescribe.

If you are experiencing acute mental health distress, please contact qualified local services:

The Wellbeing Centre will signpost to these services. We will not substitute for them.

Not a financial advisory service

Circlworld staff and the AI Layer do not provide financial advice. We do not recommend specific investments, loans, or financial products. We do not assess your suitability for credit or other financial services.

If you need financial advice, please contact a qualified financial advisor authorised in your jurisdiction.

The Wellbeing Centre may surface relevant Avenues from partner Outlets (credit unions, lenders, employers). These are partner offerings, not Circlworld recommendations. Members make their own financial decisions.

Not a substitute for legal advice

Disputes routed through the Wellbeing Centre to the Dispute Court are resolved through mediation, not legal adjudication. Members retain the right to pursue legal remedies through their own counsel.

3. The Care Concierge — what to expect

When you contact the Care Concierge:

  1. You select a category that best describes your situation (contribution difficulty, acute crisis, mental health concern, dispute, fraud, identity theft, or other)
  2. You describe your situation in your own words
  3. A trained Circlworld Wellbeing staff member responds (target: within 5 business days; we are working to reduce this as we scale)
  4. We listen. We ask clarifying questions where helpful. We do not diagnose or prescribe.
  5. We point you to relevant resources — partner Outlets, community support, Circlworld features, external services
  6. We follow up if you want us to. We don't pressure you if you don't.

4. Confidentiality

Care Concierge conversations are confidential. Specifically:

We may produce aggregate, anonymised statistics about Care Concierge volumes (e.g., "this quarter, 80 members reached out about contribution difficulties"). These statistics never identify individual members.

5. The Wellness Check

The Wellness Check is a voluntary quarterly self-assessment. You answer 6-10 questions about how you're feeling about your financial life. The questions touch on:

Important privacy facts about the Wellness Check:

6. The Resilience Library

A collection of stories from members who have navigated financial difficulty. All stories are member-contributed and member-controlled — you decide whether to be identified, what details to share, and you can withdraw your story anytime.

Cultural advisors review stories that touch on cultural specifics to ensure respectful representation. The library is not curated for "inspirational" content; it includes honest, varied, sometimes difficult stories because that's what real life looks like.

7. AI in the Wellbeing Centre

Claude (the AI Layer) is used in the Wellbeing Centre only for:

Claude is never used as:

If your Care Concierge intake mentions acute crisis indicators (active suicidal ideation, ongoing abuse, immediate danger), the system routes immediately to human review. Claude does not respond to these intakes.

8. The Early Warning System (Phase 2)

When implemented, the Early Warning System will read the Pulse event stream to detect patterns suggesting financial stress. If a pattern is detected, it triggers a gentle, private outreach from the Wellbeing Centre.

Key facts:

9. The Public Health Board

Quarterly published in Town Hall's Records Office, showing aggregate community wellbeing data:

The Public Health Board exists to make the community visible to itself. It is not a surveillance mechanism. Individual members are never identifiable in these reports.

10. What you should do in a crisis

If you are experiencing a mental health crisis or considering harm to yourself:

The Care Concierge is a community support resource, not an emergency service. We do not have 24/7 staffing. We do not have clinical training. Please reach out to qualified services if you are in crisis.

11. Member feedback

This Charter will be updated based on member experience. If you have feedback on how the Wellbeing Centre operates:

Cultural advisors are consulted on Charter updates that touch on culturally-specific aspects of wellbeing.

12. Acknowledgements

The Wellbeing Centre is built on the wisdom of community traditions that have always cared for each other through difficulty — from Caribbean susu networks supporting bereaved families, to African chama groups extending grace during illness, to South Asian kameti circles adjusting timing when a member loses work.

We acknowledge those traditions as the foundation of what we're building. We are not inventing community care — we are providing infrastructure for it.

Version history:

Comment period: Material changes to this Charter have a 14-day public comment period before adoption.

Cultural advisor review: This Charter was reviewed by Caribbean and African cluster cultural advisors before publication.

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