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Managing thoughts of suicide & self-harm

Confidentiality when using crisis lines [edited by mod]

AliceCasual Contributor23 Jan 2025, 3:32 pm AEDT

Confidentiality when using crisis lines [edited by mod]

Hi Everyone,

I'd like to share something about Lifeline in relation to confidentiality. I myself was a regular caller for about a year and I still call although rarely. If I do call, I type #31# to keep my number private.

I wanted to share that if you aren't comfortable with having your phone call recorded and used for educational and training purposes please do this.

After you are asked "to speak to a crisis supporter, please press 1" , please make sure you don't press 1 wait to listen to the second message about having your call recorded and used for educational and training purposes. The automated message will then ask you (again) to press 1 in order to listen to Lifeline's privacy policy. Within this option you are once again asked to press 1 if you would not like your call recorded and used for educational and training purposes.

Admittedly I have not been focused enough to read their full privacy policy (and please feel free to jump in if you have and wish to correct anything).

My understanding is that volunteers listen to these calls to learn and provide a better service to us which is understandably a great way of training volunteers who donate their time. Please also know that students at universities [edited by moderator], may also listen to your recorded call in a class setting. This is for educational purposes.

Naturally there is a personal story to do with confidentiality behind writing this post.

Informed consent is your right, just wanted to share this awareness so we can make clear decisions around our own personal interpretations of what confidentiality is. It is so important and difficult to find safety in sharing conversation about our emotional health. Lifeline allows us to this. Its a crucial service. It resets. It lifts perspective. It saves lives. No doubt.

Again, sharing this in case you are uncomfortable having your calls recorded and played to others.

I hope I have written this clearly and that it comes across as wanting to clarify something that can be overlooked when you aren't feeling emotionally clear.

Thanks

5 replies

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In response to: Confidentiality when using crisis lines [edited by mod]

tymeModerator23 Jan 2025, 3:47 pm AEDT

Re: Confidentiality when using crisis lines [edited by mod]

Hi there @Alice ,

Firstly, welcome to the forums.

It sure sounds like you have had an experience and a half with some services.

We appreciating you raising awareness about confidentiality. In a way, this applies to all phone services and not only Lifeline.

Very true we need to be aware of what we are 'signing up' to when using these services, and as you have pointed out, understanding their privacy policy is certainly key as a way of gaining informed consent.

Once again, thank you for raising awareness for the community.

In response to: Confidentiality when using crisis lines [edited by mod]

JlolSenior Contributor24 Jan 2025, 12:10 pm AEDT

Re: Confidentiality when using crisis lines [edited by mod]

Thanks for providing this information.

I want to also add that Beyond Blue, Suicide Callback Service and Men's Line do not allow you to call with a blocked number. Personally, because I value my privacy I do not use these services, but it is up to the individual of course.

Also, just another note for the privacy conscious, that some services do link your phone number to a file and record your info. I once called a service (not using a blocked number) and asked to be anonymous only for them to address me by my name moments later.

Not judging any of these services - most of which are wonderful and have amazing people working or volunteering for them - just informing.

In response to: Re: Confidentiality when using crisis lines [edited by mod]

Ru-beeModerator24 Jan 2025, 12:27 pm AEDT

Re: Confidentiality when using crisis lines [edited by mod]

It is good to have this information when choosing what services to contact @Jlol @Alice

I did just want to highlight that all of these services do have privacy policies that are available to read through their websites if anyone ever wants more information on how they handle any information which is provided to them. From my experience mental health services in Australia are very strict with their privacy measures and of course workers must adhere to confidentiality agreements, but it is always a good thing to double check for yourself

It can be really tricky because it's completely natural to value your privacy, but there can be a tension between services wanting to allow service users to maintain their anonymity, while also adhering to their duty of care which requires they have some basic information so that they may send help in the case of an emergency.

In response to: Re: Confidentiality when using crisis lines [edited by mod]

JlolSenior Contributor24 Jan 2025, 12:54 pm AEDT

Re: Confidentiality when using crisis lines [edited by mod]

Haha as someone who's worked for state health services, privacy is not really respected by an alarming number of employees.

Of course, the rules say privacy must be treated with high regard, but in systems that employ tens of thousands of individuals you can't guarantee that each one those individuals respects or even fully understands the rules.

Part of the reason I try to maintain my anonymity is if I ever wish to work in a state government role again I don't want someone to look up my struggles with MH.

I think Duty of Care is no longer a good thing either. I think it's way better to talk to someone than to have them "arrested" by the police (what happens in QLD, different in other states I'm sure) for approaching someone with their MH concerns. The reason being, is that next time that person is in such a low state they're not going to reach out for help again which is far worse. I'm believe the University of Adelaide conducted a study on this 10 or so years ago confirming this if anyone wants something to read. But yeah, I kinda wish they'd drop Duty of Care or modify it as it causes more harm than good.

In response to: Re: Confidentiality when using crisis lines [edited by mod]

Ru-beeModerator24 Jan 2025, 1:11 pm AEDT

Re: Confidentiality when using crisis lines [edited by mod]

Yeah I hear you @Jlol duty of care as it stands can be a really difficult thing to navigate, and I agree that there needs to be a huge overhaul of the system and the way we ensure the safety of vulnerable people.

It's disappointing to hear that you've seen instances where privacy hasn't been protected. I'm at least happy to say that in the mental health services I've worked at it has been really prioritised and monitored.

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