At Samaritans, privacy is at the heart of what we do.
We are committed to protecting your privacy and the personal information that we hold. We will do our best to use your personal information in accordance with data protection law, and not do anything with your information that you wouldn’t reasonably expect.
The purpose of this notice is to be clear and transparent about how Samaritans of Yeovil, Sherborne & District (Yeovil Samaritans or the branch) uses your personal information. This privacy notice applies to people who use our service, our supporters, our volunteers and our charity trustees and members, as well as to the general public and visitors to our premises. It also applies to our contractors, third parties and partners.
Yeovil Samaritans is an independent charity (a charitable incorporated organisation registered in England & Wales, charity number 1168371). It is separate from Samaritans Central Charity but with a specific agreement to work together to provide the emotional support service. As such, there are cases where Yeovil Samaritans comes into contact with, and shares and processes, personal data with/for Samaritans Central Charity. This privacy notice will cover how Yeovil Samaritans uses personal information.
We recommend that for a complete understanding of how your data is processed when you interact with Samaritans, you also read the Samaritans Central Charity Privacy Statement.
Changes to this privacy notice
As the service we provide changes, we may need to alter this privacy notice. Please check this page occasionally to see if we have included any updates or changes, and that you are happy with them.
If you have any queries about this notice, please email our Branch Secretary [email protected].
1. WHEN YOU USE A SAMARITANS SERVICE
Samaritans’ vision is that fewer people die by suicide. Samaritans supports people in distress through its emotional support service. Our service is available by telephone, email, letter, online chat, and face to face, including outreach in the community (not all methods are available at each branch or at the same times).
These services are provided by volunteers in branches. The helplines are designed so that Samaritans volunteers can’t see your contact details, and we try to keep as little information about you as possible in branch. Volunteers may take notes when they talk to you to assist in the conversation. These notes are disposed of securely at the end of the call. We don’t record your phone calls to the helpline, but volunteers and staff may from time to time listen in to calls for training, quality, support, or research purposes.
At the end of each contact, volunteers in branch record information on a central system controlled by Samaritans Central Charity; this information includes the callers’ name (if given), how distressed the caller was at the time of contact, their gender and age profile (if given), and the caller concerns. For information on how this data is used by Samaritans Central Charity, please see the Samaritans Central Charity Privacy Statement.
Where we provide emotional support in locations outside of the branches, our volunteers will take steps to ensure that any notes taken are kept secure and securely disposed of once the data has been entered into the central database.
1.1 Safeguarding
When we are worried about your safety or that you are being hurt either by your own actions or by someone else, we want to help you find the best way to keep yourself safe.
We’ll do this by listening and by talking to you about what you want to do. Most of the time, whatever you tell us will stay between you and Samaritans. However, if we feel that you are unable to make decisions for yourself, sometimes we might need to tell someone else what you’ve told us to be able to help you.
This will apply to all children (those under the age of 18). Under some circumstances it may also apply to adults, for example, if you are an adult at risk (you have additional health or care needs which prevent you from protecting yourself).
If you share information with us which identified a child or adult as risk who is suffering abuse or harm, after discussion with you, we may contact other relevant services.
We can only do this if we have information which identifies you.
We take your confidentiality very seriously and will only consider speaking to someone else if we are really worried about what you have told us and we feel that you are unable to make decisions or intend to cause serious physical harm to someone else.
Please see our Samaritans Safeguarding Policy for further information.
We/Samaritans Central Charity may process relevant data for the safeguarding of children and of adults at risk in accordance with data protection law.
1.2 Additional support
In some circumstances, we may offer to call you back. In these cases, we will record information you’ve given us to complete the follow-up call. We may need to share this information internally, because we work as a team to provide you with the best possible support and we want to ensure that whoever you speak to is up to date with your situation. Once this additional support has ended, the follow-up notes are shredded.
We may contact you to offer our support if you are referred to us by another organisation or individual. Once we have contacted you, we will destroy your contact details, unless you agree to further contact – in which case we will, with your consent, keep your contact details.
1.3 CCTV at our premises
We operate CCTV systems on our premises, so you may be recorded when you visit them. CCTV is installed for security, to protect both you and our volunteers. CCTV footage will only be viewed when necessary (for example, to detect or prevent a crime or as referred to in paragraph 1.4 below) and is only stored on a temporary basis, other than where it has been flagged for review.
1.4 Face-to-face support in branch (where relevant)
We may from time to time offer Samaritans’ listening service in-branch face-to-face. Please see our website here for further information as to whether this service is being provided.
Face-to-face support by a listening volunteer is observed by a supporting volunteer either by being in the room in which the conversation is taking place, or through using our CCTV equipment with audio functionality to observe the conversation in real time (but not to record what is said). Our volunteers are there to listen and provide emotional support to anyone struggling. Volunteers will end face-to-face support if you are abusive or threatening towards them. In that situation, we may report you to the police, provide them with the information we hold on you and provide your CCTV image to ensure the safety of our volunteers.
1.5 Sharing your information
Yeovil Samaritans will never share information outside of Samaritans, except as indicated in paragraphs 1.1, 1.3 and 1.4 above and in the following situations:
- We receive a call about acts of terrorism, bomb warnings or threats to life.
- We receive a court order requiring us to share information or we are required to do so by applicable legislation.
- We have your informed consent to pass on information about you to someone else.
- We are concerned that you are not able to make a decision for yourself (please read more about our safeguarding policy Samaritans Safeguarding Policy).
- You disclose that action(s) you intend to carry out carry a risk of serious physical harm to a third person or persons.
- You attack or threaten any Samaritans person including behaviours that are abusive/threatening and sexually inappropriate.
- You misuse or compromise the delivery of our service, for example by making it difficult for other people to get through.
1.6 Training and monitoring (‘listening in’)
While we never record your phone calls to our helpline, there are occasions when a second volunteer may be required to ‘listen-in’ to a live call being taken by another volunteer. We do this to:
- Train new Samaritans: In order to properly prepare our new volunteers to take calls, they will undertake a period of ‘listening in’ to an experienced volunteer. After a period of time, when the new Samaritan starts to take calls, the experienced volunteer will also listen in to their calls in order to provide guidance and support. This is purely for the purpose of training new Samaritans and there is no change in the information collected in the course of a usual call.
- Facilitate peer mentoring: Every year, listening volunteers are required to undergo a mentored shift to develop and improve their skills, to help Samaritans provide a safe, effective and consistent service for all our callers. The mentor will listen in to the volunteer’s calls in order to provide guidance and support in the same way as a mentor for a new Samaritan.
- Monitor the quality of our service: In 2021, Samaritans established the Quality hub. Volunteers at the quality hub monitor and assess telephone contacts and flag poor or exceptional service by ‘listening in’ to random contacts. This is for the purpose of monitoring the quality of calls taken by our volunteers. Information may be recorded on the performance of the volunteer, but no additional information relating to the content of the contact is taken.
In each of these circumstances, those ‘listening-in’ are trained and subject to the same policies as the primary listener.
2. WHEN YOU APPLY TO VOLUNTEER WITH US
If you are interested in volunteering with Yeovil Samaritans, you can contact us by emailing us at [email protected]. When you contact Yeovil Samaritans directly about volunteering with Samaritans, you may be asked to give your personal details so that we can contact you in relation to your enquiry.
If you have contacted Samaritans Central Charity about volunteering opportunities, please see the Samaritans Central Charity Privacy Statement for more information about how they will use your personal information.
2.1 Your application
You can apply to be a Samaritans volunteer through the Samaritans Central Charity website. When you do so, your details will be added to their central database, which they will then share with the relevant branch. Samaritans Central Charity will be responsible for processing certain parts of your application, such as information from your referees and your criminal records disclosure. For more information, please see the Samaritans Central Charity Privacy Statement.
Once your information has been passed to us at Yeovil Samaritans, we will use this to process your application, assess your suitability and contact you about interviews, training and other opportunities to engage with the branch.
Samaritans will keep the personal information you provide to us during the application process confidential, unless we are required to disclose it in connection with a police investigation and/or we have reason to believe that you may present a risk of harm to others.
2.2 When you become a volunteer
As a volunteer with Yeovil Samaritans, we will inform you of the information we hold about you that we use to communicate with you regarding the administration of the branch and to record and manage your involvement with the branch.
3. WHEN YOU CHOOSE TO SUPPORT US
If you have donated direct to Samaritans Central Charity, please see the Samaritans Central Charity Privacy Statement for information about how they use your data.
3.1 Making a donation
When you donate direct to Yeovil Samaritans, we need to collect and use certain information about you in order to process your donation. This could include your name, email address, postal address, telephone or mobile number, bank details, taxpayer status (to understand if we can claim Gift Aid), date of birth and history of previous donations. Your data is stored on a secure server and processed by our payment service providers.
3.2 Fundraising and social media platforms
If you have donated to Yeovil Samaritans via an online fundraising platform (such as Enthuse) or have registered for a Samaritans event or challenge through a third-party event organiser (for example, Charity Challenge or Action Challenge), they will pass your information onto us to allow us to record and process your donation and/or administer your registration. We will contact you to confirm that we have received your donation/register and to see whether you would like to keep in touch in the future. Make sure you read the fundraising platform’s/event organiser’s own privacy policy, as that will tell you how they use your information for their own purposes.
3.3 To claim Gift Aid
We rely on your consent to claim Gift Aid, and on our legitimate interest in raising funds for processing payments.
If you have made a Gift Aid declaration, we will need to disclose the information you have provided as part of our declaration to HMRC for the purpose of reclaiming Gift Aid.
4. OTHER SAMARITANS ACTIVITIES
4.1 When we visit schools and colleges
When we provide talks and workshops and any other type of visit to an educational establishment or youth setting, our branch will record the visit in the Three Rings Filestore. This record will include:
- the name and address of the organisation;
- the type of visit that we have carried out;
- the number of young people we have talked to.
This is used only within Samaritans and never shared externally. For information on how this is used by Samaritans Central Charity, please see the Samaritans Central Charity Privacy Statement.
4.2 When we provide prison support
As part of our commitment to reducing suicide, the Branch Prison Support Team trains prisoners to provide emotional support to their peers, by becoming 'Listeners'. Listeners are prisoners who provide confidential emotional support to their peers who are struggling to cope or feeling suicidal. The policy on confidentiality is the same as it is for Samaritans volunteers. Guidance is available on how Samaritans processes data about Listeners.
B. HOW WE KEEP YOUR INFORMATION SAFE
Samaritans uses various technical and organisational measures to keep your data safe. Electronic data and databases are stored on secure computer systems, and we control who has access to information, using both physical and electronic means. Our volunteers receive training and are provided with guidance that they are required to follow when handling personal information.
Although we do our best to keep your information safe, the transmission of information over the internet is never completely secure, so please bear this in mind when you share information with us via our website.
5.1 Sharing your information
Samaritans will not share your information with other organisations, except as indicated in paragraphs 1.1, 1.3 and 1.4 above and in the following situations:
- We receive a call about acts of terrorism, bomb warnings or threats to life.
- We receive a court order requiring us to share information or we are required to do so by applicable legislation.
- We have your informed consent to pass on information about you to someone else.
- We are concerned that you are not able to make a decision for yourself (please read more about our safeguarding policy Samaritans Safeguarding Policy).
- You disclose that action(s) you intend to carry out carry a risk of serious physical harm to a third person or persons.
- You attack or threaten any Samaritans person including behaviours that are abusive/threatening and sexually inappropriate.
- You misuse or compromise the delivery of our service, for example by making it difficult for other people to get through.
- When you make a donation to Samaritans, we may disclose your personal information if we are requested to do so by a regulator or law enforcement bodies, or where we are otherwise required to do so by law.
We may also need to share your information with external organisations in the case of suspected fraud or for the prevention or detection of other crimes.
5.2 How long we keep information for
We only keep your personal information for as long as required, depending on what it was collected for, and in accordance with legal requirements and tax and accounting rules.
If you have told us that you don’t want to be contacted by Samaritans, we will keep your details on a ‘suppression’ list to help ensure that we do not continue to contact you.
5.3 Keeping your information up to date
If your personal details have changed, please let us know by emailing the Branch Secretary: [email protected].
C. YOUR DATA PROTECTION RIGHTS
Data protection law gives you certain rights over your personal information and how we use it. These include:
- the right of access to a copy of the information that we hold about you;
- the right to ask us to correct inaccurate information that we hold about you;
- the right, in certain circumstances, to object to specific uses of your data;
- the right, in certain circumstances, to request the information that we hold about you to be deleted; and
- the right, in certain circumstances not to be subject to a decision based solely on automated processing, including profiling.
You are not normally required to pay any charge for exercising your rights. If you make a request, we normally have one month to respond to you.
You may also withdraw your consent; if we are relying on your consent to process your data then you can remove this at any point.
If you wish to exercise any of these rights, please contact:
The Branch Secretary
Samaritans of Yeovil, Sherborne & District
Morley House
26 West Hendford
Yeovil
BA20 1XE
Email [email protected]
If your request relates to information held by Samaritans Central Charity, please put your request in writing and email it to [email protected] or send it for the attention of the Legal & Governance team at Samaritans, The Upper Mill, Kingston Road, Ewell, Surrey, KT17 2AF. If you are only in contact with a single branch, you can put your request in writing to that branch.
D. MAKING A COMPLAINT
If you require further information about the way your personal data will be used, or if you are unhappy with the way we have handled your personal data and wish to contact us, please submit your concerns to:
The Branch Secretary
Samaritans of Yeovil, Sherborne & District
Morley House
26 West Hendford
Yeovil
BA20 1XE
Email [email protected]
or to Samaritans Central Charity by emailing [email protected].
You also have the right to lodge a complaint to the ICO about how we use your personal data, further details below:
The Information Commissioner’s Office
Telephone: 0303 123 1113
ICO website: https://www.ico.org.uk/