Data Protection

Data Protection

At Community Crisis Response Team we take confidentiality very seriously. We want you to feel safe and comfortable communicating with us. We will listen in a non judgmental way and possibly ask you to expand further on what is causing you such emotional distress.

Keeping what you say between us

We won’t share what you say, or any personal or contact details, with anyone. The exceptions to this are listed below.

How you can help keep things private at your end…

We understand you might want to keep the fact you’ve contacted our crisis line to yourself. If this is the case, you might like to know the following:

  • If we text, our number will appear on your mobile phone, under the name you have used to save our contact details
  • If you text us, our number will show on your itemised bill
  • If you come and see us in our suicide prevention hub, we’ll talk to you in a private room
  • If you live near any of the responders that travelled to you or spoke to you please note we will say a simple hello. If you wish to speak to someone relating to the work we do please re contact our crisis line. When our responders are off duty they are not permitted to discuss team matters.


  • Your contact details

When you contact our team crisis line we will unless you call from a private number have a record of your phone number. You do not have to give your name or address if you do not wish to.

What we do keep

We do share some information within our organisation, because we work as a team to provide you with the best possible support.

We may keep information you’ve given us so we know it’s you when you call again, so we’re up to date with your situation.

We record some statistical information, to report on and improve our service. This includes information such as gender, and how distressed you were. This information never reports about specific people.

We also record some information to comply with the exceptions to our confidentiality below.

Exceptions to confidentiality

The only times we break confidentiality are if:

  • We have agreement from you to pass on information to someone else
  • We receive a court order requiring us to share information or are required to do so by nation-specific legislation
  • We receive information about acts of terrorism, bomb warnings, or threats to life*
  • We call an ambulance/or the Gardai because at that time you appear to be unable to make decisions for yourself or become unconscious and you have told us where you are
  • After discussion with you, we may contact other relevant services if you share information (such as a name and an address, or other specific location) which identifies a child or vulnerable adult who is at risk of serious harm
  • You threaten the safety of our volunteers or the delivery of our service, for example by making it difficult for other people to get hold of us.

We offer all our service users a safe space to talk, without judgement, but if you tell us something which indicates that a child has been experiencing harm or about threats to their personal safety and wellbeing, we are required to report these concerns when we also have information which identifies them, or the person hurting them.

If you are a child who tells us that you are being harmed by others, we will continue to support you.  We can also help you to tell others about what you are going through.  If you share information which identifies you, we can pass this onto others.

If you are an adult or a child and you share information that identifies someone who has caused harm or says they are going to cause harm to a child we may also contact the relevant services.

What information can help to identify a child at risk, or an alleged perpetrator?

  • First and second name
  • Where someone lives
  • Where someone works or studies
  • Someone’s address
  • Someone’s e-mail address
  • Someone’s mobile or home phone number
  • Someone’s exact location at the time

Who would we tell?

We may be required to pass on information like this to a social worker through TUSLA – the Child and Family Agency or to the Gardaí in order to protect children in line with Children First legislation.

It is important to know that you can decide what information you choose to share with us.

When we are worried about your safety or that you are being hurt either by your own actions or by someone else, we want to help you to find the best way to keep yourself safe.  We will do this by listening and by talking to you about what you want to do.  Most of the time whatever you tell us will stay between you and Community Crisis Response Team.

However, if we feel that you are unable to make decisions for yourself sometimes we might need to tell someone else what you’ve told us to be able to help you. This will apply to all young people under 18 and under some circumstances to older children and adults. If for example, you are not able to make a decision about your own safety because you don’t understand the risks, if you cannot remember the situation you are in, or if you lose consciousness whilst you are on the phone to us. We can only help in these situations if we have information which identifies you.

In other less urgent situations we may be able to help with other information like:

  • First and second name
  • Where someone lives
  • Where someone works or studies
  • Someone’s address
  • Someone’s e-mail address
  • Someone’s mobile or home phone number
  • Someone’s exact location at the time.

It is important to know that you can decide what information you choose to share with us.

Even if you have told us this information, it does not mean we will automatically tell someone else.  We would always want to help you to explore your feelings about your situation and to help you make the decisions that are right for you, we will ask you questions when talking to you to help you do this, and to make sure we understand what you are telling us.

If we determine that we do need tell someone else these are of some of the things that might happen:

  • Your details may be passed to people who’ll be able to get help to you, like the ambulance service or Gardai.
  • If we have your address and you hang up the phone or cease contact suddenly with the intent to end your life, we may in some cases contact the Ambulance service or Gardai closest to your address to ensure you get help as soon as possible.
  • If you’re in immediate danger of being hurt by someone else, we may ask the police to come and check, or do something to make sure that you’re safe
  • If you’ve told us that a child is in danger, we may need to get them help.  Sometimes the only way of doing that will be to contact you and ask you for more details.  It may be the Gardai that help us with this
  • We might ask social services to arrange to speak to you and see how they might be able to help you.

If you do not share your details with us, we are unable to contact you other than replying to an SMS you may have sent us.

We take your confidentiality very seriously and will only consider speaking to someone else if we are really worried about what you have told us and we feel that you are unable to make decisions.