Blue Knot Foundation is introducing recorded phone calls for Helpline and Redress Support Services for quality assurance and training purposes. This means your telephone calls with Blue Knot will now be recorded, like most other telehealth services.
What this means for you when you call us
- Before you are connected to a counsellor or caseworker, you will hear a short message that will let you know your call is being recorded.
- You will be asked to press * if you wish to opt out of your call being recorded.
- If you do not ask for the recording to stop, your call will be recorded automatically.
- Your consent to be recorded is implied if you do not choose to opt out of the call being recorded.
- Choosing to not be recorded will not affect the support you receive.
- You can change your mind at any time during a call. You can ask to either start call recording or stop having your call recorded.
When we call you
If a counsellor or caseworker calls you and you answer, you will first hear a recorded message explaining call recording and your options. You will then be transferred to a counsellor or caseworker
If you prefer not to be recorded, you can let the counsellor or caseworker know and the recording will be switched off.
Why are we doing this?
To ensure we meet your needs as a service user and provide a quality service we need to be able to support our counsellors and caseworkers. The recorded phone calls are used for internal training and quality assurance only. Access to recordings is for managers and relevant counsellors. The recordings are deleted after 3 months and do not form part of your service user record. A copy of your recorded call will only be provided for legal compliance purposes if Blue Knot receives an appropriate court order during the three-month period in which the call recording is available.
Privacy and security
- Recordings are stored securely in line with privacy laws with access strictly restricted to authorised staff.
- Recordings are automatically deleted after three months.
- A copy of the recording may be accessed by request via a court order. We may provide it if it is fully identifiable and has not been deleted as per three months standard process.
If you have any questions about call recording or privacy, you can view our Privacy Policy on our website or speak with your counsellor or caseworker.
