New rules that require Samaritans volunteers to warn callers that their details may be passed to the emergency services or social workers if they are under 13 have been criticised by helpline workers.
Volunteers for the charity, which is contacted on average every six seconds by someone needing help, fear that the changes may deter some vulnerable people from phoning the crisis line.
Some volunteers are understood to have threatened to resign over the guidelines, which also apply to vulnerble teenagers or adults deemed to be at significant risk.
One former volunteer told The Daily Telegraph: “It’s a real shame because that [confidentiality] was the key point of the service. I understand why, but I would be uncomfortable with the change if I was still a volunteer.”
A contributor to the Recover Your Life forum said: “One of the main things that separated Samaritans from Childline was the confidentiality. Childline has always reserved the right to break confidentiality whereas up to now Samaritans offered confidentiality in matters of mistreatment.
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“Having been in this position myself calling both helplines many years ago, the confidentiality was a factor in me choosing Samaritans. If I was a young person, I would no longer feel safe talking to either of them and would be even more isolated. This is a bad move and will isolate people even more.”
The Samaritans said that the changes, introduced by its governing body last month, clarify its rules outlining when confidentiality can be breached. Previously staff had to divulge details about calls if the charity received a court order or information about “acts of terrorism, bomb warnings or threats to life”. The Samaritans said that it had adopted the new rules to adhere to good practice in safeguarding children and vulnerable adults.