Privacy Notice

Child Contact Centre

At YMCA Bournemouth, we are committed to protecting and respecting your privacy. Whenever you provide personal information to us, we will treat your information in accordance with this privacy notice and in accordance with the Data Protection Act 2018 (as supplemented by the General Data Protection Regulations).

Our Privacy Policy explains:

• What information we collect and how we collect it
• Why and how we use your information
• How long we keep your information
• How we may share your information
• Your rights regarding the information we hold about you
• Security - how we keep your information safe
• Changes to this Privacy Policy
• How to contact us

The Data Controller is YMCA Bournemouth. If you have any questions regarding this process, please contact Jackie.huggett@ymcabournemouth.org.uk or call 01202 434310.

What information do we collect about you?

In order to provide our services and for the purposes set out below, we collect and process personal data from users of our Contact Centre. This may include:

• Personal information (name, email address, postal address, phone numbers, date of birth)
• Sensitive personal data where necessary
• Attendance information (sessions attended, absences, absence reasons)
• Safeguarding incident records

We may also collect personal data from third-party sources where permitted by law and update existing records accordingly.

How we collect your information

• Self-referral forms
• NACCC safe-referral process
• Referrals from organisations such as Cafcass and solicitors
• Pre-visit checklists
• Telephone calls, emails, written and verbal communications
• Contact centre session records

How we use your information

Your personal data may be used to:

• Provide services to you
• Respond to requests and enquiries
• Improve our services
• Conduct service follow-up communications
• Request feedback and participation in surveys
• Comply with legal obligations
• Maintain organisational records
• Support staff and service management

Lawful basis for processing

YMCA Bournemouth processes personal data lawfully, fairly and transparently. Our lawful basis may include legitimate interests, legal obligations, consent, or other lawful bases defined by the Information Commissioner's Office (ICO).

Our legitimate interests include:

• Providing and improving our services
• Administration and programme delivery
• Meeting medical and safeguarding requirements with consent
• Operating and managing the contact centre

How long we keep your information

We retain personal data only for as long as necessary for legal, safeguarding, and operational purposes. Typical retention periods include:

• Supported contact referrals with court involvement: 3 years
• Supported contact self-referrals without court involvement: 1 year
• Safeguarding and child protection records: retained indefinitely where required
• Financial and employment records: retained according to HMRC and legal requirements

Sharing your information

Your personal data may be shared where necessary with:

• Service providers acting on our behalf
• Legal and compliance professionals
• Technology and secure hosting providers
• Authorities where required by law
• Organisations you authorise us to share information with

Your rights

You have the right to:

• Be informed about how your data is used
• Access your personal data
• Request correction or deletion
• Restrict or object to processing
• Request transfer of your data where applicable
• Lodge a complaint with the Information Commissioner's Office

To exercise your rights, contact YMCA Bournemouth Child Contact Centre, The Stourvale Centre, 108 Stourvale Road, Bournemouth, BH6 5JB.

Information security

We take appropriate technical and organisational measures to protect your personal data, including restricted access, secure storage, and monitored systems.

Policy changes

This Privacy Policy may be updated periodically. We will not reduce your rights without your explicit consent.

Contact us

If you have any questions about this Privacy Policy:

• Email: ccc@ymcabournemouth.org.uk
• Phone: 01202 434310
• Address:
  YMCA Bournemouth Child Contact Centre
  The Stourvale Centre
  108 Stourvale Road
  Bournemouth
  BH6 5JB

Referrer Guidance

1. YMCA Bournemouth Child Contact Centre facilitates Supervised, Supported and Handover contact Monday-Sunday between 9am and 6pm weekdays and 9am and 5pm at weekends.
2. The application form will only be processed on receipt of a non-refundable referral fee and the form being fully completed, including signature for the applicant. Upon receipt of referral requirements consent forms will be sent out to both parties.
3. Space at the Centre may be limited and at times we may have to operate a waiting list.
4. We will be pleased to confirm dates and times of attendance, but we cannot give written reports other than the factual notes provided in Supervised contact sessions (which had been previously booked). Upon request, we can provide a brief summary of supported contact sessions, there will be additional charges for this.
5. Please inform the Child Contact Centre Manager, or Head of Family and Relationship Services, if any changes occur to the information contained in this form. (e.g. revised Court Order).
6. Please inform the Child Contact Centre Manager of any changes in contact details, background information, changes in contact times or if the family no longer wishes to use the Centre.
7. Please ask the Child Contact Centre Manager if you would like a copy of our policies and procedures.
8. Please be aware that if you cancel contact with less than 2 office working days' notice (Monday-Friday) you will still be charged for the contact session.