13 11 14 Code of Conduct
In the delivery of 13 11 14, all volunteers and staff:
- will adhere to the policies and procedures of Lifeline
- will not discriminate unfairly against people on basis of age, gender, sexual preference, marital status, religion, ethnicity, disability or financial status
- will show sensitive and non judgemental regard for the callers’ beliefs and values. Personal beliefs or ideals are not to be imposed on callers or other telephone counsellors. This includes religious, personal or any other beliefs or philosophies.
- will respect the confidentiality of the caller within the limitations of safety to that caller and the community. Telephone Counsellors are expected to offer support and respect to all callers but are required to respond to all calls to ensure safety of callers and other third parties through affirming life and minimising risk, harm or abuse to community
- will not engage in conduct that might damage the reputation of Lifeline and the services it provides
- will provide and update Lifeline with relevant information about their background, criminal history and personal circumstances that could affect actual or perceived ability to deliver 13 11 14
- will not contact or facilitate contact with a caller during or after the call, nor exploit the caller for financial, emotional or sexual gain
- will work within the limits of their role as defined by the 13 11 14 Service Model and Practice Description and other Lifeline Policy
- will recognise the limits of their training and expertise and make appropriate referrals when a caller’s requirements are beyond their expertise
- will not provide services when under the influence of alcohol or other drugs which may impair judgement
- will utilise supervision processes to develop service delivery skills, monitor performance and provide accountability for practice
- will not use any information (de-identified or otherwise) obtained while undertaking their role within Lifeline, outside the organisation unless permission is sought and received from National Office
Side Panel
Lifeline staff and volunteers follow the 13 11 14 Code of Conduct