About SupportLine

Confidentiality

SupportLine is a confidential service. We do not use Caller Display Equipment and therefore have no way of tracing callers. There are, however, some circumstances where we would break confidentiality.

• When we feel a caller or someone a caller talks about is in life threatening danger and the caller has given their contact details to us.

• When we have the caller’s permission to speak to a third party.

• When we feel a caller is deliberately preventing us from carrying out our service.

• When a caller threatens volunteers/staff and it is felt their safety may be at risk.

• When we have a court order to divulge information.

• When we have bomb warnings or information about terrorism.

There may be occasions when a call may be listened into by another helpline support worker/staff member, to assist us in training new helpline support workers, to give support to the helpline support worker in particularly distressing calls and to monitor our service to ensure we are giving the best possible service to callers.

Emails

When we receive an email it is possible for the helpline support worker to see your email address which is confidential within the agency. We have no means of tracing you unless you give us your contact details (phone number/address).