Frequently Asked Questions

Do you give advice to callers?
No, other than on how to report a concern or protect their identity. We believe a conflict of interests can occur once advice is given as it can give the impression that we are taking sides. Our role is that of a conduit to make it easy for staff to report concerns to senior management within an organisation.

We already have an Employee Assistance Programme, what further advantages do you offer?
We believe a difference exists between an assistance programme which is an advice line, external or internal, and a straightforward reporting line. A number of Employee Assistance Programmes provide advice on a wide range of subjects but because of confidentiality restraints, do not always pass information to employers. Unfortunately staff sometimes mistrust such services and see them as an extension of current management procedures. The advantage we offer is that we are an external independent means, available 24 hours each day, for staff to pass information to the highest levels of an organisation.

How do you guarantee anonymity?
Firstly we explain our role to callers, without requesting any personal details, issue them with a PIN number and obtain two passwords. As a result we have no means of identifying the caller unless they volunteer details. We cannot therefore disclose such information in any subsequent hearing. We arrange for anonymous callers to contact us at regular intervals to update them and ask any further questions prompted by the employer.

How does it affect our grievance and other internal procedures?
The system is not intended to usurp internal procedures but to work alongside them and offer an alternative for those members of staff who, for whatever reason, choose not to use internal methods. Many clients refer to our system as a safety net.

Do you tape record calls?
No. If calls were recorded they would have to be retained and made available to appropriate parties if a call resulted in civil or criminal proceedings. The tape could lead to a caller, who has requested anonymity, having their voice identified and therefore we do not make recordings.

Can you provide the service outside the UK?
We currently operate worldwide and use interpreting services for non English speaking callers. Staff have access to International free phone numbers and can contact us via email.

Is the service expensive?
No. We agree an annual fee based on the number of employees and the company antecedents. A number of clients have immediately recouped the cost with information from staff regarding fraud and other potentially expensive concerns. The system has hidden cost advantages such as a lessening of bullying and discrimination and can lead to massive savings in legal fees and damages awards.