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CALM helpline would NOT breach confidentiality of users of our service

The principle of confidentiality is paramount to those who contact a helpline

CALM helpline would NOT breach confidentiality of users of our service

CALM helpline would NOT breach confidentiality of users of our service. We at CALM are appalled by Christine Pratt’s decision reveal personal details about users of her service. CALM’s helpline is accredited by the Mental Health Helpline Association – which requires that we put in place, and adhere to, strict policies and procedures regarding caller confidentiality, transparency, safety etc. We are also members of the Youth Helpline Network, and have recently issued a statement, below, regarding the latest National Bullying Helpline’s breach of caller confidentiality story.

In response to the National Bullying Helpline publicly stating that staff within the Prime Minister and Deputy Prime Minister’s Office have contacted their helpline, The Youth Helplines Network is concerned about the impact of the helpline’s breach of confidentiality on callers.

The Youth Helplines Network exists to protect and safeguard users of helplines. Information such as a caller’s workplace or location must always remain confidential within a helpline. We regard the National Bullying Helpline’s actions as a serious breach of caller confidentiality.

Emma Insley, Chair of the Youth Helplines Network says:

“The principle of confidentiality is paramount to those who contact a helpline. Callers must be able to talk about issues that are concerning them without fear that information about them, including their location or workplace, will be revealed to the press. We are concerned that this action could deter thousands of callers to any helpline seeking confidential help at a time of crisis.

“The Youth Helplines Network would pursue disciplinary action against any member that disclosed such information in the public domain. The National Bullying Helpline is not a member of The Youth Helplines Network.”

The Youth Helplines Network is a group of 18 helplines whose main remit includes helping young people via telephone and/or online and other non-voice channels. Established in 2008, we meet to share best practice, policies and experience and to develop benchmarks for working with children and young people.

Members include: Get Connected, YouthNet, Campaign Against Living Miserably, Muslim Youth Helpline, Brook and The Line to What Now?

Jane Powell, CALM Director