Caller Agreement

Our confidentiality and quality commitments

The HelpLine provides confidential and anonymous support to individuals from the Jewish and wider community facing challenges.

We operate our service day and night, every day of the week via the following channels:

• HelpLine UK – +44 330 127 3333
• HelpLine USA – +1 929 801 2301
• HelpLine Belgium – +32 3 332 02 93
• Calling from Gibraltar? Please use our UK number.
• Our support is free.
• SMS/WhatsApp on +44 7479 273333

Policies

We have the following regularly updated policies in place to protect and help the service users we support:

• Confidentiality
• Privacy
• Complaints
• Compliments
• Safeguarding
• Whistleblowing
• Equality, Diversity and Inclusion
• Code of Conduct for volunteers

All are published on our website, and we can provide them in large print or another format on request.

Use of support channels

• Our team provide a listening ear, signposting and emotional support
• Our team do not provide counselling or therapy and are not qualified to do so; where relevant we can signpost to guidance on how to find this support
• Our team members are not medically qualified and contact with a service user where medical conditions are mentioned is not a substitute for professional medical advice. We actively encourage support contacts with health concerns to speak to a qualified medical practitioner.
• We do not provide legal advice and cannot comment on any legal proceedings.
• Our team will not tolerate abuse of any kind, and may end a call if a caller is abusive.
• Our team members make brief notes of HelpLine calls and text conversations which are stored securely. We record only a first name, which we assume isn’t your real one. The HelpLine does not record calls or routinely record identifying personal information nor do we have access to individual caller’s telephone numbers. All notes are destroyed after seven years.
• Calls are not recorded. Supervisors may listen in to calls for monitoring/training purposes. Such calls may only be listened to by the supervisors at The HelpLine and are never shared with third parties.

Our policy regarding repeat callers

Service users may use the various channels more than once if required.

• Calls usually last up to 30 minutes, longer if you're in crisis.
• The HelpLine seeks to make its services available to as many people are possible. We reserve the right to limit repeat contacts in terms of time and frequency to ensure others can access our service. Such decisions will be made in consultation with the senior team and core staff and will be explained to the caller during a call.

Responsibilities of Service Users

• Service users take responsibility for the information they divulge.
• Service users should not provide The HelpLine with any documents relating to their medical history, court cases, or anything else of a personal nature.
• Photographs, videos, or any other personal documentation will be deleted and not opened or stored. If such media are opened in error the service user will be informed and the files deleted immediately.
• To avoid caller dependence The HelpLine is not able to inform HelpLine callers as to when named volunteers or core staff members are on duty.
• Service users are requested not to send gifts or cards for individuals. To give feedback on a call, please use the feedback form on our website or follow our Complaints Policy. Please note that feedback is not anonymous.

Callback

As we do not have callers telephone numbers, we cannot contact you following a call. To give feedback on a call, please use the feedback form on our website or follow our Complaints Policy. Please note that feedback is not anonymous.

Finally

We aim to provide you with a safe, confidential space where you can access support and be signposted to help.

Reviewed November 2026.