When you call or use our online chat facility
Your call or online chat with our Support Worker is confidential.
However there are some limitations to this, below are more details of what this means.
If you are 11 years old or younger
We are keen to support you, but will need to have a quick chat with a parent or carer before beginning our work together. They will need to be in the room during our call or online chat.
Calls and online chats are confidential unless we are worried about you or another child, and we would speak to you parent or carer about this.
If you are 12-17 years old
You can tell us as much or as little as you want to. We will always aim for the call or online chat to be confidential. However, there are some times when this may not be possible.
If you tell us that you or another young person is in a dangerous situation or that you are worried about your or their safety, this might be one of those times we’d need to tell someone.
Our main aim would be to help you.
Things we'd do:
It may be that we become very concerned and need to break your confidentiality, either by calling the police or Children’s Social Care, we will always try to tell you if we are planning on doing this, but that may not be possible.
If you are over 18 years old
If we are worried about your safety or that you are being hurt either by your own actions or by someone else, we want to help you to find the best way to keep yourself safe.
We'll do this by listening and by talking to you about what you want to do. Most of the time whatever you tell us will stay between you and us.
However, if we feel that you are unable to make decisions for yourself sometimes we might need to tell someone else what you’ve told us to be able to help you.
For example, this would apply to adults where we are concerned you are not able to make a decision about your own safety because you don’t understand the risks. Such as, if you cannot remember the situation you are in, or if you lose consciousness whilst you are on the phone to us.
If you share information with us which identifies a child or vulnerable adult who is at risk of harm, after discussion with you, we may contact other relevant services.
It is important to know that you can decide what information you choose to share with us. Even if you have told us identifying information, it does not mean we will automatically tell someone else.
If we determine that we do need tell someone else these are of some of the things that might happen:
If you do not share your details with us, we are unable to contact you other than via the phone number you called us on. This number is not automatically visible to us, but if our concern met our safeguarding threshold, then we could access it from our system, where it is stored for a limited time. If you chose to call us from a withheld number, we would not be able to use this number, pass it on or call you back.
We take your confidentiality very seriously and will only consider speaking to someone else if we are really worried about what you have told us.
As described above, when calling the line, the Support Workers do not have access to your phone number. It is only accessible by a systems administrator and only when a safeguarding threshold is met.
Our system stores this data electronically for a short period of time. After this it will automatically be erased.
By using our online chat group facility, we will have an electronic record of the chat which will be stored and deleted in line with GDPR. Will we not have access to your IP address.
At the end of the call or online chat, your Support Worker is asked to log some details about you.
The data we collect includes the nature of the call/online chat, if there has been a safeguarding incident or any signposting that the Support Worker does. Collecting this information helps us to improve our services.
There are several potential outcomes if you are a staff member contacting us for support: