JTeen

Privacy Policy

Service User Privacy Policy (Updated 2026)

For young people using our text and phone support service

Short Version (Easy to Read)

We’ve written this part in simple language so you can quickly understand how we use your information.

  • We don’t see your phone number when you text us.
  • You can use the service without telling us your name.
  • You are in control of what you share.
  • We only ask for personal details if we’re worried about your safety.
  • We keep your messages for up to 3 years to help improve our service.
  • We only share information if:
  • someone is in immediate danger
  • a child is being hurt
  • the law requires us to
  • You can ask us to delete your data at any time.

You can read the full legal version below.

Full Privacy Policy

1.    Introduction

JTeen Support (JTS) respects your privacy and is committed to protecting your personal data.

This Privacy Policy explains how we collect, use, store and share your information when you use our text and phone support service.

This policy applies to current and former service users. The information we process about you may vary depending on the services you access and your individual circumstances.

JTS is the Data Controller for your information unless stated otherwise. This Privacy Policy sits alongside our Terms of Service, available at www.jteen.co.uk . Please read both before using the service.

2.    Our Service

JTS provides a confidential text and phone helpline for teenagers and young people in the Jewish community. Our trained volunteer counsellors offer non‑judgmental support, guidance and empowerment. Conversations may include sensitive or difficult topics.

All volunteers and staff follow strict confidentiality, safeguarding and data‑protection procedures.

3.    Our Lawful Basis for Using Your Data

We process your data under the following lawful bases:

3.1 UK GDPR Article 6 Basis (Standard Personal Data)

For processing non-sensitive personal data under Article 6 of the UK GDPR, our lawful basis is:

Article 6(1)(f) Legitimate Interests: Processing is necessary for the legitimate interests of JTeen Support to provide confidential, effective, and tailored advice, guidance, and support to teenagers and young people seeking assistance, except where such interests are overridden by the fundamental rights and freedoms of the caller.

3.2 UK GDPR Article 9 Special Category Condition (Sensitive Data)

When callers share special category data (such as information concerning health, mental well-being, ethnicity, religious beliefs, or sexual orientation), we process this data under:

Article 9(2)(g) UK GDPR: Processing is necessary for reasons of substantial public interest.

3.3 DPA 2018 Schedule 1 Condition

Our reliance on Article 9(2)(g) is satisfied via Schedule 1, Part 2, Paragraph 17 (Counselling, advice, etc.) of the Data Protection Act 2018, because:

  1. a) The processing is necessary for the provision of confidential advice, counselling, or safe space support services;
  2. b) The service is provided in the substantial public interest to support the health and well-being of young people; and
  3. c) Seeking explicit consent is either not reasonably practicable (e.g., in anonymous text/call scenarios) or obtaining consent would prejudice the effective delivery of the advice and support service.

3.4 Alternative / Additional Lawful Bases

 

Where specific circumstances arise, we may also process data under:

Article 6(1)(d) & Article 9(2)(c) Vital Interests: Where processing or sharing information is urgently required to protect the life or physical safety of a service user or another individual (e.g., immediate safeguarding risks or medical emergencies).

Article 6(1)(c) & Article 9(2)(g) Legal Obligation: Where we are required by law or judicial process to disclose information (e.g., court orders or mandatory terrorism reporting).

4.    Children and Young People

Our service is designed for teenagers and young people.

We write our privacy information in clear, accessible language so you can understand how your data is used.

You can use our service without giving us your name or any identifying information. If you are under 18, you can still choose what you share with us.

We will only ask for personal details if we believe it is necessary to help keep you safe.

5.    What Personal Data We Collect

5.1 When you text us 

  • We do not see your phone number.
  • You appear to us only as a unique ID number generated by our software.
  • Only our software provider (Call Handling Services Ltd) can see your number, and only in rare safeguarding situations would we request it.

5.2 When you call us

  • Volunteer counsellors cannot see your phone number.
  • Only supervisors with higher access can retrieve it if needed for safety reasons.
  • Calls are recorded and stored for 45 days.

5.3 Optional information you may choose to share

You may choose to tell us:

  • your age
  • your gender
  • your first name (please do not share your surname)
  • details about your feelings, experiences or situation

Some of this may be special category data, such as:

  • health
  • sexuality
  • religion
  • ethnicity
  • political opinions
  • personal experiences of harm

6.    Location data

We do not automatically know your location. We may ask for it only if we believe it is necessary to help keep you or someone else safe.

You do not have to give it to us.

We may collect general location information (e.g., city or region) through an optional survey.

7.    How we use your personal and sensitive data

We use your data to:

  • provide you with support
  • understand your situation
  • keep you safe
  • improve our service
  • carry out internal audits and quality checks
  • analyse anonymised trends to improve mental‑health support in our community

If you are referred for therapy, we may ask for permission to share your message history with the therapist so they can better understand your needs.

8.    Data That Is Not Personal or Sensitive

We also collect anonymised, aggregated data such as:

  • age range
  • gender
  • time of conversation
  • conversation length
  • general themes

This data cannot identify you and may be used for:

  • improving our service
  • research
  • fundraising and awareness
  • reporting to stakeholders
  • legal compliance

9.    Confidentiality and When We May Share Information

We take confidentiality extremely seriously. We will not share your information with anyone unless:

  • you ask us to
  • we believe your life or someone else’s life is in immediate danger
  • you are under 18 and being hurt, abused or neglected
  • you tell us you are harming someone else
  • we become aware of information about terrorism
  • we are required by law to share information

Where possible, we will discuss this with you first.

10. Sharing Information with Emergency Services

If a volunteer believes you or someone else is at immediate risk, they may ask for:

  • your name
  • your phone number
  • your location
  • your age

If necessary, we may contact:

  • police
  • ambulance services
  • social services

This is always done to protect your safety.

11. Who Can See Your Information

Your information may be seen by:

  • volunteer counsellors
  • supervisors
  • clinical staff
  • managers responsible for safeguarding
  • Call Handling Services Ltd (our data processor)

Call Handling Services Ltd:

  • acts only under our instructions
  • stores data securely in the UK
  • does not use your data for their own purposes
  • does not sell or share your data

12. Research

In the future, we may share anonymised data with trusted researchers. This data cannot identify you. We will follow ethical and legal standards at all times.

13. Retention of Information

We keep your data for:

  • Up to 3 years for text conversations
  • 45 days for call recordings

We keep anonymised data indefinitely, as it cannot identify you and helps us improve our service.

Any therapy‑related data is stored according to our Data Protection Policy and Retention Schedule.

14. How We Protect Your Data

We and our software provider use:

  • secure servers
  • encryption
  • access controls
  • staff training
  • strict confidentiality procedures

No system is 100% secure, but we take all reasonable steps to protect your information.

15. How You Can Protect Yourself

We encourage you to:

  • delete messages after using the service
  • clear your call history
  • remove JTS from your contacts if needed
  • keep your phone secure

16. Your Rights

You have the right to:

  • access your data
  • ask us to correct it
  • ask us to delete it
  • restrict how we use it
  • object to how we use it
  • request data portability

To exercise your rights, email admin@jteen.co.uk . We will respond in line with UK GDPR.

17. Complaints

If you have concerns about how we use your data, you can:

18. Contact Us

Data Protection Officer
JTeen Support
119/121 Brent Street
London
NW4 2DX

Email: admin@jteen.co.uk

19. Monitoring and Review

This policy will be reviewed at least every two years, or sooner if there are significant changes to legislation, good practice or JTS structure.

This policy has been approved for issue by the board of trustees of JTeen Support. 

Related Documents:

  • Data Protection Policy
  • Data Retention Schedule
  • Confidentiality Policy
  • Complaints Policy

Revision history

Date policy reviewed and amended by external consultants, Kiltti Ltd, September 2026.