Helpline
NSHN Telephone support line for individuals who self harm, friends, family and carers
Opening hours – Open every day 7pm-11pm (including public holidays)
FREEPHONE
Calls from mobiles will be charged at the mobile provider's standard rate for such calls. Please contact your provider for further information.
Please be aware that although this is a freephone call the number may be listed on an itemised bill. Please contact your phone provider for further information.
Calls from outside the UK will be charged at international rates.
Confidentiality statement:
NSHN are committed to offering a confidential Helpline service for adults and those under the age of sixteen.
Any confidential information given by a caller remains confidential within the NSHN organisation. Such information can only be recorded by the Helpline volunteer if it is freely given by the caller.
Any information that is recorded by the NSHN Helpline volunteer that has not been given explicit consent to disclose or does not constitute as an exceptional circumstance* will be destroyed by the end of the volunteer's shift.
Any information will only be shared outside of the NSHN organisation where either explicit consent is given from the caller allowing the organisation to disclose it, or if an exceptional circumstance* should arise.
Any information that is relevant to an exceptional circumstance will be retained by the NSHN for up to six years and will be protected.
Confidentiality is maintained even after the death of a caller.
All members of staff and volunteers in the NSHN are bound by the confidentiality policy.
NSHN do not record telephone calls, however, there will be occasions when the supervisor may monitor the call in order to offer support and advice to the NSHN Helpline volunteer and the caller.
NSHN operate a telephone system that maintains callers anonymity where callers' numbers are neither displayed nor stored and the call is not traceable.
For quality and assessment purposes the NSHN telephone statistics package will record the area code of all callers, as above individual calls are not traceable.
NSHN will also protect the Helpline volunteers’ anonymity and they will not disclose any personal information to the caller.
NSHN do not provide a call back service or answer machine service.
*Exceptional circumstances:
Where the caller has given their explicit consent to disclose information.
Where a court order has been issued requesting information.
When a caller gives information indicating a terrorist threat. (See Terrorist Threat Policy)
If a caller provides any personal information and then loses consciousness. (See Suicide Policy)
If a caller threatens or is abusive to a helpline volunteer. (See Harm to Others Policy)
If a caller indicates an active intent to cause harm to another person. (See Harm to Others Policy)
If a caller indicates they are causing abuse to a child. (See Child Protection Policy)
If a caller indicates they are abusing a vulnerable adult. (See Vulnerable Adults Policy)
If a call is taken from a child indicating their life is in danger from another. (See Child Protection Policy)
A further detailed confidentiality statement and all other NSHN Helpline policies are available on request.
