Privacy policy for Lancaster District Support Line

1. Your personal data – what is it?

Personal data relates to a living individual who can be identified from that data. Identification can be by the information alone or in conjunction with any other information in the data controller’s possession or likely to come into such possession. The processing of personal data is governed by the General Data Protection Regulation (the “GDPR”).

There are two categories of data subjects, depending on their role in relation to the Support Line:

  • Requester: those who have submitted a request for support, or had a request for support submitted or referred on their behalf and with their permission. 'Requester' refers to the person receiving the support, regardless of who submitted the request.
  • Volunteer: those who have signed up to provide support by fulfilling requests.

2. Who are we?

The Support Line Systems Coordinator is the data controller (contact details below). This means they decide how your personal data is processed and for what purposes.

3. How do we process your personal data?

The Lancaster District Support Line ("Support Line") complies with its obligations under the "GDPR" by keeping personal data up to date; by storing and destroying it securely; by not collecting or retaining excessive amounts of data; by protecting personal data from loss, misuse, unauthorised access and disclosure and by ensuring that appropriate technical measures are in place to protect personal data.

We use your personal data for the following purposes:

Requester:

  • To enable a volunteer to provide the support you have requested.
  • To contact you regarding any issues or difficulties encountered in the process of providing the requested support.
  • To refer you to other agencies for further support in the case where we cannot provide this ourselves.

Volunteer:

  • To enable us to provide a voluntary service for the benefit of the public.
  • To give you the information needed to fulfill a request you have offered to help with.
  • To contact you regarding any issues or difficulties encountered in the process of fulfilling a request for support, or where concerns arise about the support provided.
  • To inform you about news or events relating to the Support Line, or other volunteering opportunities.

4. What is the legal basis for processing your personal data?

Explicit consent of the data subject as part of their involvement in the Support Line or use of the services it provides. Or where we are obliged by law or it is in the vital interests of a volunteer or requester.

5. Sharing your personal data

Your personal data will be treated as strictly confidential and

  • (for requesters) will be shared with volunteers
  • (for both requesters and volunteers) will be shared with members of the Support Line team

only as needed to carry out the services provided by the Support Line or for other connected purposes. We will only share your data with third parties with your consent.

6. How long do we keep your personal data?

  • Requester: for up to two years after your most recent request for support is reported as complete, or in the case of ongoing (recurring) requests, for up to two years after this was reported as no longer needed and the support stopped.
  • Volunteer: for up to two years after your last activity as a volunteer, where activity is defined as: fulfilling a request, making an offer to fulfill a request, attending an event, or responding to an email sent by the Support Line.

7. Your rights and your personal data

Unless subject to an exemption under the GDPR, you have the following rights with respect to your personal data:

  • The right to request a copy of your personal data which the Support Line holds about you
  • The right to request that the Support Line correct any personal data if it is found to be inaccurate or out of date
  • The right to request your personal data be erased where it is no longer necessary for the Support Line to retain such data
  • The right to withdraw your consent to the processing at any time
  • The right to request that the data controller provide the data subject with his/her personal data and where possible, to transmit that data directly to another data controller, (known as the right to data portability), (where applicable) [Only applies where the processing is based on consent or is necessary for the performance of a contract with the data subject and in either case the data controller processes the data by automated means].
  • The right, where there is a dispute in relation to the accuracy or processing of your personal data, to request a restriction is placed on further processing
  • The right to object to the processing of personal data, (where applicable) [Only applies where processing is based on legitimate interests (or the performance of a task in the public interest/exercise of official authority); direct marketing and processing for the purposes of scientific/historical research and statistics]
  • The right to lodge a complaint with the Information Commissioners Office

8. Further processing

If we wish to use your personal data for a new purpose, not covered by this Data Protection Notice, then we will provide you with a new notice explaining this new use prior to commencing the processing and setting out the relevant purposes and processing conditions. Where and whenever necessary, we will seek your prior consent to the new processing.

9. Contact Details

To exercise all relevant rights, queries of complaints please in the first instance contact the Support Line Systems Coordinator:
Email: supportline@hopelancaster.co.uk
Post: Lancaster District Support Line, c/o Hope Church, Queen Street, Lancaster, LA1 1RX

You can contact the Information Commissioners Office:
Phone: 0303 123 1113
Email: https://ico.org.uk/global/contact-us/email/
Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire. SK9 5AF