Introduction to TLC: Talk, Listen, Change

TLC: Talk, Listen, Change is a relationships charity working across Greater Manchester to deliver a range of services which help support safe, healthy, happy relationships. TLC aims to support and help people to have better relationships with; yourself, with your partner, previous partner, relationships between families, friends, school, an employer or within your own community. 

Privacy Notice:

At TLC: Talk, Listen, Change we are committed to protecting and respecting your privacy in line with the EU General Data Protection Regulation 2018 & the Data Protection Act 2018.  Our privacy notice explains when and why we collect your personal information, how we use it, how we keep it secure and the conditions under which we may disclose it to others.

TLC: Talk, Listen, Change is known as the data controller and we will record and store personal information about you.  Although TLC: Talk, Listen, Change will hold your information within our records and ensure it is used responsibly and kept safe you are the owner of the information within the record.  You have the right:

  • to be informed
  • to ask us for access to copies of the personal information we hold about you
  • to ask us to change your personal information if it is wrong or incomplete
  • to ask us to stop processing your personal information (this is known as the ‘right to object’)
  • to ask us to erase personal information we hold about you (this is also known as the ‘right to be forgotten)
  • to ask us to ‘restrict’ the processing of your personal information (pending outcome of an erasure request)

How will my information be used?

Your worker/counsellor will keep confidential notes about how you are doing and what you have discussed. This information will be held on a database which is only accessible by TLC: Talk, Listen, Change staff. Information is held in order to provide you with help and support, and for feedback on the assistance provided.

Consent & sharing information:

TLC: Talk, Listen, Change requires your consent to hold your information on our systems, this in line with the data protection laws.  We also require your consent to share any information we hold about you (see below for the exceptions to this).

Your information is not shared with other organisations, (unless contractually obliged to do so i.e court ordered or social care cases) however there may be occasions when this will happen in order to provide you with the right package of support. We would only do this with your consent, therefore if you agree, we will share agreed information with other services that you are working with in order to get you the right help at the right time. We will also tell other services if your situation changes.  We will always ask you before we share your information with any other service.

Your worker will now ask you to complete a consent form. If you chose not to do this, it may limit the help we can offer. However, it is your choice and you don’t have to share. You can also change your mind at any point later on, which means you may choose to withdraw your consent.  There may be exceptional cases where TLC: Talk, Listen, Change may ethically or legally have to give information to relevant agencies, without your consent, for example, if we had reason to believe that someone, especially a child, is at serious risk of harm.

Storing your information:

Your data is stored on our secure Customer Relationship Management System which has ISO27001:2013 security certification and Cyber Essentials Plus accreditation which are recognised industry standards for information security. All users who have access to this system have a DBS check and are only given access to your records if they need access to carry out the work that enables us to provide you an effective service. The servers for this system are cloud based and located in the UK. None of your data Leaves the European Economic Area.

When using our STRIVE service:

If you are contacted or contact our STRIVE Service we use the Public Interest Legal Basis to process your data as you would have recently had a police call out that requires us by law to offer to provide you support.

Provision of victims’ services and the subsequent processing of data is set out in the Domestic Violence, Crime and Victims Act 2004 section 32 and section 54 supported by the provisions in the Code of Practice for Victims of Crime. This Code was issued by the Secretary of State for Justice under section 32 of the Domestic Violence, Crime and Victims Act 2004. It implements relevant provisions of the EU Directive 2012/29/EU establishing minimum standards on the rights, support and protection of victims of crime; Directive 2011/92/EU combating the sexual abuse and sexual exploitation of children; and Directive 2011/36/EU preventing and combating the trafficking of human beings. The Code was updated to make sure it was compliant with Directive 2012/29/EU which established minimum standards on the rights, support and protection of victims of crime. The Directive included specific requirements on the provision of safeguards for victims in relation to restorative justice.

The Victims’ Code requires the police to refer victims to appropriate support services unless asked not to do so by the victim, but victims can also access these services directly. Victims are entitled to these services whether they have reported a crime or not, and at any time, including after the conclusion of the investigation and prosecution. There are a number of crime types and Domestic Violence is one in which victims have enhanced rights under the code and under the code such victims must give explicit consent for the referral to be made. All STRIVE cases are considered as such cases. 

Domestic Violence, Crime and Victims Act 2004 Section 54 -Disclosure of information enables information to be disclosed to those bound by the code issued under section 32, local probation boards, the Commissioner and authorities within his remit for the purposes of: compliance with the code; compliance with the duties under sections 35 to 44; and the carrying out of the Commissioner’s functions. However, the persons to whom information is disclosed must exercise functions of a public nature and the purpose must be connected with the assistance of victims, witnesses and others affected by offences and anti-social behaviour TLC are commissioned to provide victims service to standard risk victims of DV as laid down in the Victims Code of Practice on behalf of the GM PCC and GMP.

 

Frequently Asked Questions:

Why have I been referred to TLC?

You have been referred to TLC as you are working with a professional who feels the organisation could offer you some extra support. (you may have referred yourself for support). TLC: Talk, Listen, Change will provide you with a bespoke package of support to support you to reach your identified goals.

Who runs TLC?

TLC is a registered Charity which is run by a Chief Executive Officer, who reports to a Board of Trustees.

Who looks after my information?

TLC: Talk, Listen, Change has policies and procedures in place to ensure your information is kept safe.

I am under 16, can I give consent for TLC to hold and share my information?

If you are under 16, you can give your consent if you are aged 13 years or over and your worker/counsellor is sure that you understand what giving your consent means.

If you are under 13 then your parent or carer (the person who has parental responsibility) for you can sign a consent form on your behalf.

What happens if I don't agree to share my information?

If you do not agree to share your information TLC: Talk, Listen, Change will be unable to work with you safely, therefore we would not be able to allocate you a worker/counsellor but we would still offer you advice and guidance and try and link you to other services that could support you.

Can I change my mind about agreeing for TLC to hold and share my information?

Yes, you can change your mind at any time and tell us/your worker to stop sharing information. We will record you no longer give your consent and the process above will apply.

Which organisations will my information be shared with if I sign the consent form?

Your information will be held on our secure database. We would only share your information with other services/professionals that you may be working with and only with your agreed consent, apart from in exceptional cases as mentioned below.

What about sharing my information with other organisations later on?

We might refer you to some services to help with any issues that you have talked to us about e.g. talking to a housing association to get you additional support with housing issues. To make this work as well as possible we would like to share your information with the organisations who run those services. If we do refer you to another service, we will always ask you before we share your information with them.

How long will you keep my information?

TLC: Talk, Listen, Change will hold your information on our system (paper and electronic data) for a maximum of 7 years if you are an adult. At this time, any information held on our electronic system, will be anonymised and cannot be retrieved in the future and all paper records destroyed.   

If you are a child (under 16 years old) we will hold your information on our system (paper and electronic) for a maximum of 7 years. At this time, any information held on our electronic system, will be anonymised and cannot be retrieved in the future and all paper records destroyed.   

Are there times when you would share my information without my consent?

There could be an occasion where we have to share information without your consent this could be due to the following circumstances:

Crime

Counsellors/therapists/workers do not have to tell the police about crime or answer questions from the police, unless there are specific circumstances. In this case the counsellor has a duty to report/assist in the prevention or detection of a crime, usually this relates to serious offences such as: murder, manslaughter, rape, kidnapping, child abuse or other crime that could result in serious injury to another person. Counsellors/workers would also have to report any acts that could harm the security of the state e.g. terror offences.

Court Orders

A court may order a counsellor/worker/therapist to attend court and bring records/notes with them or produce a report for court. Your consent should be gained wherever possible and you should be able to see a copy of the report or request to see your records.

Safeguarding/Child Protection

If you provide us with information regarding a child or vulnerable adult that may be at risk, we have a duty to share this information. We would always seek to inform you that we are sharing this information, unless it would place a child or adult at further risk.

How can I find out what information you hold about me?

You can contact us and request a Subject Access Request Form, we will then send you information about how you make a request to access information we hold on our system, costs and timescales.

 

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