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About SANE

Callback Contract

Overview

  • A Call-back is an opportunity for you to receive a call from our Caller Care team to offer support and explore your situation in more detail than the helpline is designed to offer.
  • Call-backs are provided by SANE, at no charge to you. We aim to support you and enable you to move forward. This agreement is between you and the organisation.
  • Following our first call, if we feel you could benefit from ongoing support and this is something you would value, we will arrange a regular time to call.

Appointments

  • Calls are not usually a set length of time, but are rarely longer than 50 minutes.
  • If you are unavailable for your regular call, we will with advanced notice try to find an alternative appointment. However, if a call is missed, without notice we will be unable to offer an alternative slot that week. 
  • If two appointments are missed in a row by you without notice, the agreement will end. 

Personal data

  • SANE is committed to ensuring confidentiality. We need your phone number to use the service and a first name, but this can be a pseudonym. We do not ask for any other contact or personal details, and we do not take an extensive history from you.
  • We will keep a record of your contact with us, including dates and times of calls, and factual information on the content of the call.
  • Record of your contact with us is made and stored in a digital application provided by CharityLogic Inc and they have appropriate precautions in place to keep your data safe.
  • Any records made will be kept securely by SANE for 6 years following the end of your contact with the Call-back Team.
  • If at any point we become concerned about your welfare or safety we will talk about this with you and agree a way forward. In accordance with our safeguarding and confidentiality policies if we consider there to be risk of harm to others, including a child, or a crime is being planned, we will share any information we have with the appropriate agencies. 

Complaints

  • We are committed to providing an excellent service and welcome your views, feedback and comments. If you are unhappy with any aspect of this service, please let us know.
  • You can view our complaints policy here.