Telephone Helpline Terms of Service

 

About DoD Safe Helpline

Welcome to the DoD Safe Helpline (www.safehelpline.org), operated by the Rape, Abuse & Incest National Network (RAINN “we” or “us”).The DoD Safe Helpline ,is administered by the Department of Defense (DoD) pursuant to a contract with RAINN.

Please note that Safe Helpline is intended for adult Service members in the Active Duty, National Guard, and Reserve Component consistent with DoD Sexual Assault Prevention and Response (SAPR) Policy as well as Coast Guard and Transitioning Service members.

All others should contact the National Sexual Assault Hotline at 1-800-656-HOPE (4673) to be connected to your nearest sexual assault service provider.

 

User Safety

IF YOU ARE IN DANGER, CONSIDERING SUICIDE, OR NEED EMERGENCY HELP, CALL 911 (IN THE U.S.), OR YOUR LOCAL AUTHORITIES, NOW.

IF YOU ARE USING A U.S. DEPARTMENT OF DEFENSE MOBILE DEVICE, PLEASE KNOW THAT YOUR ACTIVITY MAY BE MONITORED OR RECORDED BY DOD.

If you have concerns that your mobile device may be monitored and you do not want others to know that you have contacted Safe Helpline we recommend you locate a safe computer and visit SafeHelpline.org to find resources near you.

If you have concerns that your mobile device may be monitored and you have already used Safe Helpline’s Telephone Helpline we recommend you clear your call history from your device immediately.

Please be aware that even if you delete your call log from your mobile device your carrier may keep or store your call log for an indefinite period of time, and your carrier might provide it to anyone who has access to your account.

 

About the Telephone Helpline Terms of Service

This Telephone Helpline Terms of Service explains how RAINN handles information collected when you call the Safe Helpline at 1.877.995.5247. By calling the Safe Helpline, you agree to follow the rules, terms and conditions set forth here. We may, from time to time, make changes to these terms. If we make substantial changes in the way we use your personal information, or to the rights and obligations set forth herein, we will update this page and post a prominent announcement on SafeHelpline.org.

Your privacy and security are very important to us. The following information will help you understand what information we collect by phone, and how we handle that information once we collect it. This policy will tell you if we disclose that information to anyone, and what choices you have regarding how we use that information. Please note that this Telephone Helpline Terms of Service applies only to the Safe Helpline at 1-877-995-5247 and not to any other telephone number of RAINN (including 1-800-656-HOPE) or of any other organizations to which we may transfer a telephone call or organizations that may transfer a call to us.

 

Providing Feedback

If you provide feedback through an anonymous user comment questionnaire following a call, that feedback may be shared with the trained staff assisting you, and with personnel at RAINN and DoD. However, the feedback will be anonymous, and we will not ask for your name or any personal information.  Also, we will not attach any feedback to information that you provide during your Safe Helpline call.

 

Personally Identifiable Information

"Personally Identifiable Information" is information about you that would identify you, such as your name or address. The Safe Telephone Helpline is intended to be an anonymous service and, except as set forth in the Section “Legal Requirements” below, you will NOT be asked to provide your full name, address or e-mail address, at any time during your use of the Safe Helpline’s Telephone Helpline. In fact, we specifically request, for your own safety and anonymity, that you do NOT provide any such Personally Identifiable Information when you use the Safe Telephone Helpline. 

Note that while we will not request Personally Identifiable Information in the ordinary course of a call, trained staffers may ask your location, branch of military service and service status in order to provide you with referrals for ongoing support. 

The information provided by you to trained staff during your call is intended to be part of a private conversation between you and the trained staff. It will NOT be recorded, stored, saved, or catalogued by RAINN, other than any information provided that is not Personally Identifiable Information, and which will only be used in aggregate reports. Additionally, in order to determine usage levels, average call length, and for other recordkeeping purposes, an entry will be made in a database containing the start and stop time of each telephone call. 

Please note that if you are transferred to another hotline or service for ongoing support, the terms of service of such hotline or service will govern upon such transfer.

 

Aggregate Data

We automatically gather, or aggregate, certain usage information, such as the number of Safe Helpline callers, average length of telephone call, and resources provided. This data cannot be used to identify you personally and helps us to determine how often the Safe Helpline is being used, at what times of the day, and other useful statistics. We may use this aggregate data for internal recordkeeping and service improvement purposes, and also may share it with sponsors, supporters, DoD or the media.

 

Telephone Carrier

Please note that while RAINN does not record, store, save, or catalogue any Personally Identifiable Information, our telephone carrier has access to the telephone numbers of our callers and may, pursuant to its general policies, store such information for a period of time. This information will not be shared with the Department of Defense.

 

Legal Requirements

Notwithstanding our Telephone Helpline Terms of Service, RAINN trained staff may be forced to disclose information to the government or third parties under certain circumstances. We may be required to (and you authorize us) to reveal any information about you that we possess to law enforcement other government officials as we, in our sole discretion, believe is necessary or appropriate, in connection with the investigation of a crime, mandatory reporting laws, fraud or other activity that is illegal, or may expose us, or you, to liability.  Additionally, if you are a minor, UPON YOUR REQUEST, we may report information to law enforcement or other government officials in connection with the investigation of a crime or other activity that is illegal, and in order to facilitate such a report, we may request Personally Identifiable Information. Such information will be otherwise subject to our Terms of Service and may only be shared with local authorities and the Department of Defense if you are located on a military installation. Also, if RAINN or a trained staffer fears that you are in danger of committing suicide or are 17 years of age or younger, we or the trained staffer may be required to disclose whatever information you have provided to the appropriate authorities.  Trained staffers are located in the District of Columbia.  This means that the laws of the District of Columbia apply to your communications with that trained staffer.  Such laws may not protect your communications to the same degree, or in the same way, as the laws of your state.  It is possible that a court of law will not keep private, and may require us to reveal, information that you provide during your call. 

 

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