Telephone Helpline Callers
As it is you who initiates contact with Parentline through the Helpline, you remain in control of any information you give to us. We don’t know your contact details and you do not even have to give us your name. (Some callers prefer to make up a first name, others don't mind giving their real name).
Our service is designed so that we can’t see your phone number when you contact us and when we make outgoing calls it will appear as “Private Number”. Neither your number, nor ours will appear as caller ID or on itemised phone bills.
The only way we’ll know your contact details is if you give them to us. Often callers will leave their name and a contact number on our voicemail for us to call back. When we do make the requested call back, we will do so with absolute discretion. We will not disclose the nature of the call to anyone but the original caller. Contact numbers are not kept on record after a call back has been made.
We do share some information anonymously within Parentline, as we work as a team.
We do record statistical information about calls which assists us in providing a better service and to identify training needs. This information can include the time of call, the gender of parent and child, and a general categorisation of topics discussed. Names and numbers are not recorded.