In our Code we recognize that not every situation can be defined, explained and predicted. We rely on our employees to exercise good judgment and sometimes our employees need advice on how to move forward. It seems as though it would be important to guarantee caller confidentiality. However, in our training, we do emphasize that by a caller's choice to remain anonymous often times lessens our ability to address the issue of concern. However, when callers identify themselves, then we can get back in touch and work the issue.
Anonymous calls receive a call back date and a case number.
Often we will leave specific questions for when the anonymous caller calls back to help us further the inquiry. In our training, we tell our employees that we can keep their confidentiality in accordance with the law. That we are, in fact, not priests or doctors and can not guarantee complete confidentiality beyond the law. For the line to work, callers must think that their concerns will be addressed and resolved. Calls are addressed in a variety of ways.