This policy explains what personal information we collect about you if you contact the Enquire helpline, what we use it for, how long we keep it, and how we keep it safe. It also explains how you can ask us to remove or change the personal information we hold about you.
We will tell you where you can find this policy whenever you contact us.
- Who are we?
- What information do we store?
- What do we use your information for, and how long do we keep it?
- What if you want to see, change or delete the personal information we keep about you or your child?
- What if you change your mind about how you would like us to use your personal information?
- How do we keep your information safe?
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Who are we?
The Enquire helpline team provide advice and information about additional support for learning in Scottish schools to parents, carers, professionals, children and young people.
What information do we store?
When you contact the helpline, whether that is by phone, email, Facebook or using our Helpline enquiry form, we create a record for you on our confidential database and keep a note of the following personal information:
- Your name and contact details
- The first name and age of the child, or children discussed, if you provide these
We also store the following details, if you provide them, about the child discussed in the enquiry:
- The factors leading to the child needing additional support
- Their education stage (e.g. primary, secondary)
- Their education setting (e.g. mainstream, special)
- Their education sector (e.g. local authority, private)
- Whether the child is out of school
- Whether the child is looked after
- The local authority area responsible for the child’s education
Finally, we store the following information about the enquiry:
- How you heard about Enquire
- The issues you raised in your enquiry
- Details of the conversation, or copies of your written enquiry and our written response
- The publications we sent you
- The organisations we signposted or referred you to
- Any feedback you provided on our service or the advice we gave
What do we use your information for, and how long do we keep it?
Responding to enquiries
We keep your personal information in your record for six months from the date of your last enquiry unless you ask us not to.
We do this so that if you contact us again about the same issue, we can find details of your last enquiry on our database. This will save you having to tell your whole story again from the beginning.
After six months, we delete the following information from your record:
- Your name and contact details
- The name(s) of the child(ren) discussed in the enquiry
Once we have done this, nobody will be able to identify you or the child discussed from your record. If you contact us again more than six months after your previous enquiry, we will create a new record for you.
If you ask us not to keep your personal information, we create a record for your enquiry, but we do not store your name or contact details, or the child(ren)’s name(s).
Reporting and developing our service
We keep the rest of the information for ten years, because it helps us let the Scottish Government and any other interested parties (including you) know what people are telling us, and how that is changing over the years. This helps influence government policy and promote good practice. It also helps us understand what information we need to provide on our website and in our publications.
Apart from helping us to respond to any follow-up questions you have about an enquiry, we also use your information to send out any publications you have asked us for.
Asking for feedback
We may contact you to ask you for feedback on the service we provided, but we will only do this if you have given us permission to do so.
Normally we give you the contact details of other organisations which may be able to help you, so that you can contact them yourself. We only make referrals to other organisations in exceptional circumstances, and only if you have asked us, or given us permission, to do so.
What if you want to see, change or delete the personal information we keep about you or your child?
If you would prefer us not to store your personal information, or would like to check or change the information we hold about you or your child, you can tell us when you make your enquiry, or contact us at any time afterwards by calling the helpline on 0345 123 2303, emailing us on firstname.lastname@example.org, or using our helpline enquiry form. We will carry out your request within two weeks of receiving it and will let you know when we have completed it.
What if you change your mind about how you would like us to use your personal information?
You can change your mind at any time about allowing us to contact you again – for example, if decide you would prefer us not to contact you for feedback on our service. Just contact us using one of the ways listed above, and we will immediately change your record so that we do not contact you in future. We will let you know when we have done this.
You can also change your mind about us passing on your information to other organisations. Again, just contact us using one of the ways listed above, and if we will either not pass on your information, or if we have already made the referral, contact the organisation we have passed your information to and ask them to delete any information we have provided.
How do we keep your information safe?
We keep your information in a password-protected database that only the Enquire team can access.
We delete any electronic correspondence from our email, Facebook and website accounts one month after we receive or send it.
We store any paperwork relating to enquiries in a closed folder in the designated helpline room and keep the folder in a locked drawer outside office hours. We shred all paperwork relating to completed enquiries at the end of each working day.
Enquire uses Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website.