Safeguarding policy

1. Our commitment

Everyone has the right to take part free from abuse, neglect, exploitation, discrimination and avoidable harm. Safeguarding is the responsibility of trustees, volunteers, contractors and partners. We listen respectfully, take concerns seriously and act in the best interests of the person at risk.

2. Scope

This policy applies to all activities, communications and relationships connected with Heartline. Many members may be vulnerable because of age, disability, health, isolation, caring circumstances or dependence on others, although vulnerability can be temporary and should never be assumed solely from a diagnosis.

3. Types and signs of abuse

Abuse may be physical, sexual, psychological or emotional, financial or material, discriminatory, organisational, domestic, modern slavery, neglect, self-neglect or misuse of digital communication. Signs may include unexplained injuries, fear, withdrawal, sudden financial difficulty, poor hygiene, controlling behaviour, inconsistent explanations or a concerning change in attendance. A sign does not prove abuse, but it must not be ignored.

4. Responding to a disclosure

Stay calm, listen, do not promise secrecy and do not investigate or confront the alleged person responsible. Reassure the person that they were right to speak. Record what was said using their own words, note the date, time and people present, and report promptly to the safeguarding lead. Share information only with those who need it to protect someone.

5. Immediate danger and reporting

Call 999 if someone is in immediate danger or needs urgent medical help. Otherwise report concerns as soon as possible to the named safeguarding lead: [Name to be confirmed by trustees], Safeguarding Lead, via the charity’s contact details. If the concern involves the lead, report to the Chair of Trustees. Trustees will consider referral to the local authority adult safeguarding team, police, Disclosure and Barring Service, Charity Commission or another appropriate body.

6. Safer recruitment

Volunteer roles are defined and risk assessed. Recruitment may include an application, conversation, references, identity checks, role-specific training and a probationary period. Enhanced DBS checks are obtained where a role is eligible and requires them; a DBS check is not used as a substitute for supervision, safe practice or sound judgement.

7. Conduct and boundaries

Volunteers must work within their role, avoid favouritism or inappropriate personal relationships, protect confidentiality, use approved communication routes and never provide medical advice beyond their competence. One-to-one situations, transport, photography, gifts and handling money are managed through clear permission and oversight.

8. Recording, confidentiality and support

Safeguarding records are factual, dated, securely restricted and retained in line with legal and insurance needs. Data protection does not prevent information sharing where it is necessary and proportionate to protect a person. Support is offered to the person raising a concern and to volunteers affected by the process.

9. Training, monitoring and review

Induction includes safeguarding awareness and reporting routes. Trustees monitor incidents, patterns and near misses, and ensure learning changes practice. This policy is reviewed annually, after a serious incident, or when law and guidance change. Next formal review: December 2025.