Confidentiality

All calls into the support line will be recorded for training and monitoring purposes. All callers will be advised of this before they are connected to an operator, through a pre-recorded message. These recordings will be stored for six months before being deleted.

The support line service is confidential and information about a volunteer will only be shared with their consent, or if we are worried about their safety or someone else’s safety, or if we are required to by law.

There will be some callers for whom you are unable to answer their query and who will require a call back. Please ask their consent to do this.