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Confidentiality

Confidentiality Statement : CALM Helpline Channels

The CALM helpline respects and seeks to preserve the confidentiality of callers. Confidentiality is based on the common law ‘duty of confidence’ and is shared between the caller and the helpline service, not the individual worker.  The helpline does not as a matter of course ask for names or contact details. No information or discussion between a caller and the service is disclosed to an external third party except in the exceptional circumstances outlined below.  The helpline will always endeavour to get the permission of a caller when it is judged that a third party has to be involved.  These are the situations when the caller’s confidentiality will be over-ruled and information passed on without the consent of the caller.

Situations when confidentiality will be broken without the consent of the caller:

  • When a caller has informed the helpline that they have serious intent or injury and  have acted to take their own (or someone else’s) life at this time
  • When a caller has informed the helpline that they have information or knowledge about current or future terrorist activities
  • When a caller has revealed that they are abusing a child or vulnerable adult

Should it be considered essential to a caller’s wellbeing, and the caller requests it, and provides information detailing name, location, contact details and current situation this will be passed on the emergency services, in appropriate circumstances, where a caller is unable or unwilling to do this for themselves.

NOTE Caller is used throughout as a generic term, but includes users of both phone and webchat channels.

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