We are committed at every level and in all aspects of the service we offer to provide a confidential service to all clients.

Confidentiality is not between the individual and the trained advisor, but between the individual and the organisation. Any discussion of client records within purposeful, sensitive and respectful.

No conversation about a client should take place outside of the organisation or with anyone who does not work as a volunteer or a paid employee.

In order to provide the best possible help to clients, it may be necessary to share information with a supervisor or manager.

Information divulged by the client will be treated in the utmost confidence and will not be divulged to anyone outside the organisation expect where extenuating circumstances exist (see below).

No information about a client will be given to any third party even if the person is a member of the client's family.

Information will only be passed onto another agency with the full and informed consent of the client. The client has the right to withhold consent.

If the trained advisor intends to obtain help from another agency or refer the client to another agency, this must be explained to the client and their permission given.

Clients aged under 16 are not required to have parental consent to use our services but trained advisors will always encourage these younger clients to discuss the issue with their parents or carer.

Exceptions

In certain circumstances, we reserve the right to break confidentiality should this be deemed necessary. Those circumstances include:

Where there is a reasonable cause to suspect that a child under the age of 18 is suffering, or at risk of suffering, significant harm.

Where the client has threatened, or is likely, to do serious harm to themselves or another individual

Where the client gives information which indicates a possible terrorist attack.

Where the centre has been instructed by the courts (including in limited circumstances by police, acting on the authority of the courts) to reveal information.

In all of the cases, if a decision is made to break confidentiality, it will be done only after consultation with the supervisor or manager.

If confidentiality will have to be breached, the advisor will make every effort to discuss it with client unless this is deemed inadvisable. The client will be encouraged to contact the relevant authority involved themselves.

If the client is willing to take action, then the decision to breach confidentiality will be made by the organisation, not the individual trained advisor. The trained advisor must consult the manager or supervisor.

Trained advisors will keep careful notes of any incidents and all action taken should be recorded in the relevant place for a supervision record.