confidentiality

Your call and your details will not be passed to anyone outside of the organisation and all monitoring and caller information we hold is stored securely with limited access.

You do not have to give us any identifying information about yourself when you contact us (such as address, telephone number or name). If you do give us that information we will keep it confidential.

We will only break confidentiality where there is a serious concern for a child at risk as we have a legal obligation under child safety legislation to do so. In this case, if you give us information that identifies you, we will disclose this to the relevant authorities and we will tell you that we are going to do this.

Breaking confidentiality is a serious matter that we will only undertake if the situation meets the legal criteria that compels us to do so where the safety of a child is at risk. This decision is taken by the Service Delivery Manager and Managing Director.

The Helpline manual and guidelines are revised on a six monthly basis to ensure that we sustain and where possible, improve the quality of our service but also adhere to the principles of good practice and safety. 

help@brokenrainbow.org.uk

Many people find it easier to contact Broken Rainbow by email, rather than by phone. There are several reasons for this: convenience, lack of resources and space to make a call and difficulty in speaking about their abuse. We understand that not everyone is able to or wishes to talk to us directly via the helpline and we are firmly committed to providing a high standard of service via the help@ email. We believe that it is important to provide support to help-seekers in the medium it has been requested and are currently working on improving our response times to ensure that people are able to receive support as soon as possible.

The help@ email service operates on the same confidentiality protocol as the helpline. We aim to answer all emails within 24 hours depending on our capacity. Our help@ email service operates outside our opening hours and can be accessed at weekends.

Often people contact our help@ email with their phone number asking us to call them. We are unable to do this as it would be a breach of our safety protocols. 

domestic abuse project - London

The Domestic Abuse Project (DAP) works in London to support LGBT people experiencing domestic violence and abuse. It is a way for victim/survivors to get access to help from five  agencies with one initial contact. We will only refer into the DAP program when a caller has requested a referral and given consent for their information to be shared.

The five agencies are Broken Rainbow, Stonewall Housing, Galop, PACE and LLGS. Everything you tell the DAP is confidential and all services are provided free of charge

helpline management and operation

The Board of Trustees directs the work of the Helpline. Day-to-day running of the Helpline is overseen by the Service Delivery Manager, under the guidance and supervision of the Chief Executive Officer.

The Helpline operates from an office in London. The location of which is not in the public domain in order to ensure the safety of the Helpline Workers. Our Helpline Workers are experienced and trained in LGBT Domestic Violence and Abuse. All applicants to the helpline undergo a DBS check, extensive training and detailed assessment before taking calls.

monitoring and evaluation

All calls to the helpline are logged and monitoring information is taken. This forms part of our statutory funding requirements. Callers are asked a sequence of questions at the end of their call once they feel they have received the support they need and the reason for this is explained. Where a caller does not wish to disclose information this is noted. Our monitoring information is held in a secure database.

Each quarter a random selection of calls is audited to ensure the quality of our service and to aid staff development and supervision. This process is undertaken by the Service Delivery Manager.

These processes are essential to the management, evaluation and development of the Helpline service.

Demographic and call trend information are released to our funders on a quarterly basis as part of our funding progress reports. Detailed call and caller information will not be released outside the organisation for any reason.