Confidentiality Policy

London Nightline respects the right to confidentiality of all service users to its Helpline and the right to anonymity of all its volunteers. This information below sets out the circumstances under which service users and volunteers can expect confidentiality and outlines some exceptions.

Service User Confidentiality:

Statistics of type of contact, length of contact and number of contacts will be kept and will be publicised. This should be explained to service users who ask about contact logging or confidentiality. They should be made aware of the vague nature of the contact categories to assure them that neither they nor their specific circumstance will be identified in any way.

Volunteers and staff should never discuss contacts, even if they think that the service user cannot be identified, with anyone outside the organisation.

Contacts can and should be discussed with fellow volunteers and members of staff.

If service users ask about confidentiality, it should be explained that contacts are confidential within the organisation. The only exceptions are:

• where there are legal obligations to reveal information
• where the contact gives permission to reveal information
• where the contact abuses the service.

Exceptions to Service User Confidentiality:

If a caller has taken steps towards suicide:
We will ask if they would like the emergency services and can contact them on the callers behalf if they reveal their location and a contact phone number.

London Nightline is unable to identify the location of a call unless this is revealed by the caller. This circumstance requires the caller’s consent.

If a caller provides information regarding a threat of terrorism:
London Nightline is obligated under the Terrorism Act 2000, Section 38B(1)(2) to contact the police.

Examples of these types of information are as follows:

A caller has informed us that they will carry out a terrorist attack in the next 48 hours. London Nightline will contact the police and inform them of details we receive.

A caller has informed us that they have planted a bomb. This would be classified as ‘Terrorism’. We would contact the police on this basis.

If a caller provides information regarding Serious Harm (imminent, threatening or a report):
London Nightline will contact and inform the police.

Examples of these types of information are as follows:

A caller has informed us that they have just stabbed their flatmate in an argument and they are currently bleeding. There is a reasonable expectation that without immediate medical attention, this person would die. We would contact the police on the basis of ‘Serious Harm – Imminent’.

A caller has informed us that they plan to attack their flatmate tonight. This may require immediate emergency intervention to preserve life. It is planned in the next 24 hours. We would contact the police concerning ‘Serious Harm – Threat’.

A caller has informed us that they have killed another person. We would contact the police regarding ‘Serious Harm – Report’.

If a caller declares information of current, ongoing or historic threat to a minor (a person under the age of eighteen) against either themselves or another minor:

London Nightline will contact the police and NSPCC.

Examples of these types of information are as follows:

A caller has informed us that they are worried about the child next door being abused by their legal guardians. We would contact NSPCC on the basis of ‘Child Protection’.

A caller has informed us that their legal guardian hits them for no reason. This would be classified as abuse and NSPCC would be contacted.

If London Nightline receives a court order:

In these circumstances the caller will be informed about the breach in confidentiality unless to do so may result in a further risk of harm to either the caller or other individuals.

We may also keep personally identifiable information to assist with this but this will be deleted as soon as possible.

Abuse of the Service: When there is an abuse of service, London Nightline may break confidentiality and share details of this service user with other Nightlines or the emergency services. This may only be done by, or with the permission of, the Coordinator.

In all other circumstances London Nightline will continue to offer a listening service to its callers in line with our core values (anonymous, confidential, non-judgemental, non-advisory and non-directive)

If you have any queries about our confidentiality policy you can contact London Nightline at london@nightline.org.uk

Volunteer Confidentiality: 

Volunteers and staff should never reveal details about volunteers to service users or people outside the organisation and should respect volunteers’ rights to anonymity and confidentiality.  

The content of a contact and a service user’s details should never be revealed to anyone outside the organisation without the service user’s permission.  

In the case of an attempted suicide or an experience of abuse or violence, permission to help the service user to seek assistance from the emergency services should be sought; but if the service user declines to give it this is their prerogative. This type of contact must always be discussed with someone in a supporting position.