Best Practices for Remote GBV Services - Documentation and Data Protection
This guidance focuses on phone-based case management and hotlines for remote GBV services. It covers key considerations related to documentation, data storage, and confidentiality in phone-based GBV case management and hotline services. The importance of protecting survivor information, avoiding data breaches, and utilizing secure data collection practices is emphasized. Recommendations include using anonymized codes for phone numbers, shifting to secure digital platforms for data collection, and signing data protection agreements for remote service provision.
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Guidance on remote GBV services focusing on phone-based case management and hotlines
Module 5B: Documentation and data protection considerations for remote GBV service provision
1.Quick recap of documentation and confidentiality 2.Understand key considerations related to documentation and data storage for phone-based GBV CM Objectives 3.Understand key considerations related to documentation and data storage for hotlines 4.Review considerations for adjusting information sharing in the context of supervision
Documentation recap In GBV CM, confidentiality is maintained through strict information-sharing practices. It is always necessary to protect written data about a survivor, or a case, through safe data collection and data storage practices. Hotlines do not collect identifying information, unless it is necessary in order to provide referrals Standard Operating Procedures must include guidance on data management.
Carefully weigh risks versus benefits of different types of data collection and data storage Key considerations related to documentation and data protection for phone-based GBV CM If caseworkers are working from home, no hard copies containing identifying information be stored in the home Caseworkers should also avoid taking written notes unless working from a safe space or office that has lockable file cabinets available
If survivors phone numbers need to be recorded, it is recommended that caseworkers use anonymized codes in their phones (or GBVIMS survivor code) Key considerations related to documentation and data storage for phone-based GBV CM (continued) Information that must be recorded to facilitate a survivor referral or access to cash assistance should be written down and shared only to facilitate the assistance needed Consider shifting to new technologies that support safe and confidential digital data collection (e.g., PRIMERO/GBVIMS+) Caseworkers and supervisors who shift to remote GBV CM should sign a data protection agreement
Most hotlines will want to keep a record of callers in order to monitor and analyze trends Key considerations related to documentation and data storage for hotlines It is not good practice to record identifying information; hotlines operate as a crisis support whereby such information is not required in order to offer the service Hotline staff should note only anonymized call details: date and time of the call, length of the call, type of incident being reported/reason for request for assistance, and any referrals For operators working from home, any information collected to facilitate a referral should be destroyed at the end of the call, or as soon as the referral is made
Handout the Sample Staff Data Protection Agreement (1) Discuss the following questions : What resonates and what doesn t in this sample agreement? What would you add? Is there anything missing? Do you have a similar agreement in your organization and what points does it include? Activity: Staff Data Protection Agreement In small groups, adapt this agreement or develop a new one for remote, phone-based service provision. Return to plenary to share back with the group
Information Sharing in the Context of Supervision All caseworkers and hotline workers should be trained on how to adjust information sharing with supervisors when participating in remote consults or weekly supervision meetings. When discussing cases via phone or in messages, survivor identifying information should not be shared Safety and confidentiality protocols extend to any staff peer support spaces (e.g. WhatsApp groups, group calls) If using a digital GBV case management tool, supervisors should set up a schedule for review of a randomly selected number of files from each caseworker, or from a few caseworkers, each week.
QUESTIONS Thank You CONCERNS REFLECTIONS
