One-to-one member support confidentiality policy

At ACEVO, we believe in creating a safe space for you to seek information and advice, and share your feelings, without the fear of this information being shared outside of our service. This is why the information you share with us, whether in writing or by phone, is kept confidential wherever possible (please see below for the exceptions to this policy).

Confidentiality offered is between yourself and the service. By ‘service’, we mean ACEVO as an organisation, not individual team members. This is because we may sometimes pass details onto colleagues within ACEVO or, with your permission, to third party suppliers who may offer legal, emotional or other support. 

What does confidentiality mean in practice?

  • We will not share the information you provide to us with other people outside of our service, unless with your explicit permission or at your request (eg if you ask to be referred for legal or other external support).
  • Electronic information we hold about you will be stored securely on our database. Information on paper will be kept in a locked drawer.
  • We will not take third party requests for this service. We will not contact you by phone or send you information without first having direct contact from you
  • General information will be collected for monitoring purposes. This is so we can understand the needs of our members using our service, report on this, and make improvements to our service. This information may also be used to identify trends in issues/concerns affecting our members which may be used to inform our leadership development and member learning activity.
  • We may ask if you would like to be contacted in future to provide feedback about our service. This is to enable us to evaluate the service to find out whether members are satisfied with the support we offer, to understand the impact the service has had on members’ experiences and to identify how the service might be improved. We will always seek your permission to do this.
  • Sometimes calls may be monitored for quality control and training.
  • We work in line with the Data Protection Act and GDPR.

Breaking confidentiality – exceptions to our policy

There are some exceptional circumstances where we may break confidentiality; usually due to a legal obligation, or to ensure your safety, or the safety of others. These are:

  • In the event that terrorism, money laundering or bomb threats are disclosed
  • If we receive a statute or court order requesting that we share information
  • If we are instructed to by the police
  • Where there is risk of abuse to an adult or a child
  • Where there is a serious risk to the safety of yourself or others
  • In the event that staff and volunteers are threatened or abused
  • In the event that the service is abused, preventing others from accessing the support they need
  • In the event that someone is taking steps to end their life and we feel sure they do not have the mental capacity to make that decision.

In many of the cases listed the most appropriate response would be to contact the emergency services. If contacting emergency services does not seem suitable a decision to break confidentiality will be reconsidered. Where possible the member using any one to one member support service will be informed of our consideration about passing details to third parties. We will always attempt to collect information openly and honestly.