Confidentiality is one of Nightline Dundee’s (hereafter, Nightline) principle values. Nightline will not disclose any information to third parties in relation to the identity of any service users or the content of any contact with the exception of the following circumstances:
- Bomb Threats: Where legally require to do so under the Terrorism Act 2000.
- Suicidal: Where it is explicitly requested by the service user to disclose information contained within their contact.
- Malicious repeat callers: Should any service user continue to abuse the service with malicious point of contacts, Volunteers are allowed to disclose the following identifying features to the committee: accent, potential gender, frequently used phrases/words, general conversation points. This information serves solely the purpose of creating a protocol which protects our Volunteers. No information regarding the service user can be disclosed to third parties outside of Nightline.
Confidentiality towards storage of information/data
Nightline keeps a record of the following information regarding contacts by service users:
- Name of Volunteer taking the call and the supporting Volunteer.
- Time the call began and duration.
- Type of call (e.g. malicious, silent, listening, information).
- Use of protocols.
- Generic information to use in statistical reports to inform services of increases or decreases.
This information is filled into the Call-Log and allows for analysis about the number and general use of the service. Call logs have to be permanently deleted by Volunteers after sending them to the Director. All information is deleted after statistics are made.