​Bliss Helpline Privacy Statement

This privacy statement explains the ways in which Bliss collects, uses and stores any personal data that you may give us when using the Bliss Helpline and hello@bliss.org.uk email address.

These services are volunteer led and all volunteers will adhere to the procedures outlined in this statement.

Confidentiality

The Bliss helpline and hello@bliss.org.uk services are private and confidential services. This means that what you choose to share with us remains confidential. There may however times when Bliss has a duty to break confidentiality and pass on information to a third party.

Bliss will only break confidentiality under the following circumstances.

  • If we have reason to believe that you or someone else is at risk of significant and immediate harm
  • You tell us that you are seriously harming another person
  • You ask us to break confidentiality on your behalf and contact a third party

We will, wherever possible, tell you first if we are going to break confidentiality and do whatever we can to support you

Data collection, storage and retention

Bliss uses a cloud technology platform called Call Handling to manage its helpline calls. For quality control purposes we record all helpline calls, which are stored on the Call Handling system. Call recordings are deleted every three months

When you call the Bliss helpline, we may store some information about you to help us monitor the reach of our service and to enable us to report to our funders, such as gender, ethnic background and reason for calling. We may also collect your phone number and/or email address if you request a call back or follow up email. This information is collected using Survey Monkey and is later stored on Bliss’ secure servers in line with our Data Protection & Confidentiality Policy.

The Bliss helpline also uses Language Line, which is a translation service for callers if English is not their first language. Language Line does not retain any information from the calls that they assist with

When you contact us via the hello@bliss.org.uk email address, your email address and any personal data you share with us is stored on our secure email servers. As with the helpline, we may store information about you to help monitor our email service. Emails are deleted every six months.

If you ask us to send you some of our hardcopy information resources, we will process this order through the Bliss online shop. All hardcopy information resource orders are processed by Bliss’ printers, Partridges UK.

We are only able to call back or post hardcopy information resources for an individual that requests it. We do not call or send information to individuals at the request of a third party.

If you have any questions about this privacy policy please email hello@bliss.org.uk