Purpose: This policy explains how call recordings are handled with The Listening Line. Recordings exist to support safeguarding, quality assurance, and legal protection for callers and team members
Call Recording: All inbound And outbound calls madethrough The Listening Line are recorded. Call recording is communicated callers and team members as part of our transparency and safeguarding approach.
Access to Recordings: Call recordings are stored securely and are not accessed routinely. Team Members must not download, share, or distribute recordings under any circumstances
Requests for Recordings: Requests for access to call recordings may be considered only for legitimate legal or safeguarding reasons such as requests from law enforcement,courts, or authorised safeguarding processes.All requests for recordings must be directed to the service lead and handled centrally.
Contact for Recordings: All recording requests must be sent to: support@mentalhealthstory.online
Data Protection & Confidentiality: The Listening Line handles call recordings in accordance with applicable data protection and privacy principles. Recordings are retained only for as long as necessary and are protected against unauthorised access
Team Responsibilities: All team members are expected to respect confidentiality, follow this policy, and raise any concerns about recordings or data handling with the service lead.
Questions: If you have any questions about this policy or how recordings are handled, please contact the service lead useing the email above.
Our Approach to Call Recordings
At Mental Health Support, we prioritize your privacy and safety. Call recordings are only used for quality assurance and safeguarding purposes.
Access to Recordings
Access to any recordings is strictly limited to authorized professionals and only for safeguarding reasons. We never share recordings externally without consent.