Telephone Call Recording Policy of Able Community Care

Able Community Care records telephone conversations of calls from its central telephone system, it currently does not record the content of any telephone conversations outside of this system nor calls initiated as internal calls between extension users.

The telephone call recording system in operation can record all incoming and outgoing telephone calls and recordings may be used to investigate compliance with the Company's quality standards, to support the investigation of complaints, to ensure that Able complies with regulatory procedures and to provide evidence for any regulatory investigation.

Communicating the Call Recording System

Able Community Care is required to make reasonable efforts to communicate that calls will be recorded. This is done by the following:

  • All incoming calls to Able Community Care are advised by recorded message that they are being recorded.

  • This call recording policy is in our Handbook of Policies and Procedures for Clients and Carers.

  • Information about this call recording policy is on our carer placement advice letters.

  • This call recording policy is in the Terms and Conditions signed by those commissioning our service.

  • Publishing this policy on the Able Community Care website; www.

  • Including a notification with a web link to this call recording policy to the following letters; Offer of Care letters and Commencement of Care letters.

Procedures for Managing and Releasing Call Recordings

  1. The recordings shall be stored securely, with access to the recordings controlled and managed by the General Manager, Registered Manager, Contracts Manager, Finance Manager or the Managing Director of the company.

  2. Access to the recordings is only allowed to satisfy a clearly defined business need and reasons for requesting access must be formally authorised by the relevant Manager or the Managing Director. All requests for call recordings should include the following

    • The valid reason for the request.

    • Date and time of the call if known.

    • Telephone extension used to make/receive the call.

    • External number involved if known.

    • Where possible, the names of all parties to the telephone call.

    • Any other information on the nature of the call.

  3. Browsing of recordings for no valid reason is not permitted.

  4. The Data Protection Act allows persons access to information that we hold about them. This includes recorded telephone calls. Therefore, the recordings will be stored in such a way to enable the Data Protection Officer to retrieve information relating to one or more individuals as easily as possible.

  5. Requests for copies of telephone conversations made as Subject Access Requests under the Data Protection Act must be notified in writing to the Data Protection Officer immediately and, subject to assessment, he/she will request the call recording and arrange for the individual concerned to visit Able Community Care to hear the recording.

  6. In the case of a request from an external body in connection with the detection or prevention of crime e.g. the police, the request should be forwarded to the Data Protection Officer who will complete the request for a call recording.

  7. Requests for copies of telephone conversations as part of staff disciplinary processes will only be released with the written agreement of the Managing Director or the General Manager who will consult with the Data Protection Officer before approval is granted.

  8. Recordings of calls will be kept on file and periodically archived to external hard drives and stored in our safe.

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