This statement 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.
- Who are we?
- Our data protection promise
- Our data protection procedures
- What if you change your mind about how you would like us to use your personal information?
- Website cookies
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.
Our data protection promise
Enquire will never use your information for any reason other than responding to your enquiries, unless you give us consent to do so or if we are concerned that you or a child are at risk of harm.
Our data protection procedures
We used a cloud-based telephony system called Horizon to provide our telephone helpline. This is managed by DB Group Europe Communications who are GDPR compliant, and who do not have access to any of the personal information that you provide to us except for your telephone number.
Some phone calls may be recorded for training and monitoring purposes. We will always ask for your permission before recording a call. If you give us permission to record your call, the recording will be stored securely and will only be accessible by the helpline advisers. The recording will be deleted within seven days.
Emails and website contact forms
If you contact us by email, we will keep your email until we have responded to your enquiry. If you contact us via our website contact form, this is automatically forwarded to our email inbox where we will keep it until we have responded to your enquiry. We aim to respond to all email and website contact form enquiries within five working days.
We will keep any email correspondence or website contact forms for seven days after we have completed your enquiry. This is so that we can get back in touch with you in case you do not receive our response to your enquiry or any follow-up information and we need to send it again.
The webchat software we use on our website is provided by Click4Assistance, a 3rd party UK based software company. Information regarding how the data is processed and stored can be viewed on the Click4Assistance website.
We will keep the transcript of your webchat conversation with us for seven days after we have completed your enquiry. This is so that we can get back in touch with you in case you do not receive our response to your enquiry or any follow-up information and we need to send it again.
If you send us a private message on Facebook or Twitter, we will keep your message until we have responded to your query. We aim to respond within five working days. We will delete your message and our reply on the same day that we complete your enquiry.
If you post a public comment to our Facebook page with a query about additional support for learning, for example as part of one of our Facebook Live sessions, your comment and our reply will remain visible to others permanently unless you manually delete your post.
Our helpline advisers are all working from private, secure and confidential spaces. They also use headsets to further protect your privacy.
Information we record
We will record information about your enquiry including your name and contact details (if you have given them to us) in our database, which is password protected and saved on a secure cloud-based server hosted by FileMaker.
We will delete any identifying information about you or a child from the database seven days after we have completed your enquiry. The only exception to this is where there is a safeguarding concern – see information about this under ‘Safeguarding’ below.
We also record anonymous information about your enquiry on our database as this helps us report to our funders and provide information to other people about issues raised on the helpline. We do not keep any identifying information about you or the child or young person you contacted us about beyond the time limits described in this policy, and this will never be included in reports we produce.
To help us to keep children safe, in some situations we will keep a record of your personal information, the child’s personal information and some notes about the situation in our secure database until one year has passed since our last concern about the child. We do this in situations where:
- there is a child protection concern (we are concerned that a child is suffering, or at risk of suffering, significant harm from abuse or neglect)
- there is a current concern about a child’s safety or health
- there is a concern that if a situation persists or remains unresolved, it could become a child protection matter.
We will treat everything you tell the Enquire helpline in the strictest confidence unless we are concerned that a child, or you, are at risk of harm. If we are concerned about your, or a child’s, safety, and do not feel that you are able or willing to take action to prevent harm, we may need to pass on your personal information to the police or social work without your permission.
If we think there are other organisations that may be able to help you, normally we will give you their contact details so that you can contact them yourself. We only give your contact details to other organisations if you have asked us to or have given us permission to do so.
Evaluating the service
When you contact us, we may send you an evaluation form by post, or a link to an online version of the form hosted by Survey Monkey. On the form we give you the option to provide your contact details if you would like us to get back in touch with you about your responses or if you agree to us sending you a follow-up survey a few months later.
If you ask us to contact you about your responses, we will get in touch within five working days of receiving your form. Once we have contacted you, we will remove any record of your contact details by deleting them from the online survey website or shredding the paper form.
If you give permission for us to send you a follow-up survey we will record your contact details in a password-protected spreadsheet on our secure server and delete them from the online survey website or shred your paper form. Once we have sent you the follow-up survey we will delete any record of your contact details.
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 how you would like us to use your personal information – for example, if decide you would prefer us not to contact you for feedback on our service. Just call our helpline on 0345 123 2303 or email us at email@example.com and we will delete your contact details from our systems immediately.
If we have agreed to make a referral to another organisation on your behalf, you can also change your mind about this. Again, just contact us using one of the ways listed above. We will either not pass on your information, or if we have already made the referral, we will contact the organisation we have passed your information to and ask them to delete the information we have provided.
If you have any concerns or complaints about how we are using your personal information, please follow our Complaints procedure.
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.