IS NIGHTLINE CONFIDENTIAL?
All calls and anything you tell us during a call is confidential within Nightline. This means that we will not talk to anyone outside of Nightline about anything we hear in a call. The only exceptions to this are if you provides us with information about an act of terrorism during a call – in this case we are bound to report this information to police by law. This includes historical acts of terrorism. We may also breach confidentiality in situations where we have specific identifying information (e.g. a landline phone number or specific location or address) and we believe that your life is at imminent risk and that your decision making is impaired in some way.
DO YOU RECORD CALLS?
No, we never record calls. Any notes we take or any call details (including texts and online chats) will be destroyed or deleted immediately after the call is completed.
DOES ANYONE LISTEN INTO CALLS?
Phone calls may be listened into by another volunteer in the Nightline office in order to support the volunteer who is talking to you. The second volunteer will not talk or participate in the call. Texts and online chats are discussed between the two volunteers on shift to ensure that you are offered the best support possible.
DO YOU KEEP WRITTEN INFORMATION ABOUT CALLS?
We keep some information about calls such as length of call, time and date, and method of contact. This is for our own call statistics. No personal information about you will be recorded and we will never ask for your name or any other identifiable information. If a volunteer takes any additional written notes whilst on a call these are destroyed in our office straight after the call.
CAN YOU CALL ME BACK?
Yes, if you ring us but are short on credit or want us to call you back on another number, that’s fine. We will need to take down a telephone number and ask what you want us to do if somebody else answers the phone before we can do this. We also accept reverse charge calls from within the UK.
HOW MUCH DOES IT COST TO CALL?
Calls cost standard local landline rates. Texts will be charged at your standard network rate. It is free to contact us online.
ARE YOUR VOLUNTEERS STUDENTS?
All our volunteers are current students at either Strathclyde University or Glasgow Caledonian University. Additionally, volunteers who have completed two semesters with us whilst studying are permitted to continue to volunteer for up to 12 months after leaving University.
CAN I REQUEST TO SPEAK TO SOMEONE OF A PARTICULAR GENDER?
Unfortunately we cannot ensure that there is always more than one gender on shift or anyone of a specific gender. You can ask to speak to a specific gender of volunteer however we cannot guarantee that we will always be able meet your request.
DO YOU GIVE ADVICE?
We offer emotional support and information upon request but do not give advice. We believe that you have the right to make your own decisions and we will happily explore options with you, but will not recommend a specific course of action or tell you what to do. Our aim is to work with you to figure out what's right for you.
HOW DO I MAKE A COMPLAINT?
If you wish to raise a complaint or concern about the service, then we ask that you put this in writing through our contact page. We will respond to your complaint in writing within 7 working days of its submission. If you prefer to raise your complaint verbally, then we ask that you use the contact form to get in touch with us and we will arrange a time to discuss your concerns with you.
DO YOU HAVE A PRIVACY STATEMENT?
Yes. In order to meet our requirements under the General Data Protection Regulations (GDPR) and Data Protection legislation, we have a privacy statement that is available to view here.