Frequently Asked Questions

Below are Safecall’s frequently asked questions about our whistleblowing hotline, training and processes.

Calls

  • Can you trust anonymous information?

    We explain to all callers that anonymous information may be viewed with suspicion and suggest they provide some form of corroboration for any allegations they may be making.  Anonymous information can very often be a useful pointer and once the issue is highlighted it may be quickly resolved.

  • Do you audio record calls?

    We do not audio record any calls. If calls were recorded they would have to be retained and made available to appropriate parties if a call resulted in civil or criminal proceedings. The audio recording could lead to a caller, who has requested anonymity, having their voice identified and therefore the company’s ability to guarantee anonymity to their employees could not be guaranteed.

  • Do you give advice to callers?

    Other than on how to report a concern or protect their identity, we do not give advice or direct them to any regulator. We believe a conflict of interests can occur once advice is given as it can give the impression that a provider is taking sides. Our role is that of a conduit to make it easy for employees and contractors  to report concerns to senior management within an organisation.

  • Do you re-engage with callers?

    We often re-engage with callers, if instructed to do so by our client. This re-engagement also works for anonymous callers, where we will arrange for them to call back at a given time in order that we can inform them of any updates or feedback from our client. It also allows us to pose questions the client may wish to ask.

  • What about malicious calls?

    Safecall receive very few, if any, malicious calls. This is largely attributed to the method of interviewing callers on the telephone where the nature of the questions tends to bring such calls to a premature conclusion.

  • Why use experienced investigators as Call Handlers?

    We use experienced investigators instead of sales or call centre employees for the following reasons:

    • At Safecall, we believe that Call Handlers need to have investigative skills and knowledge on the best way for a client to address an issue.
    • All Safecall Call Handlers have professional investigative experience, which means they are skilled at talking to people who may be stressed or reluctant to provide full details. Their role is to deliver a comprehensive and meaningful report whilst ensuring that the caller feels the information they have given will be fully appreciated by their company.
    • The Private Security Industry Act 2001, states very clearly that persons involved in obtaining information about others or their activities need to be licensed. The competency specification to obtain a licence includes the skills and knowledge to conduct investigations and interviews, search for information and preserve evidence. It also states that one must understand and work to relevant laws and standards. Each of our Call Handlers has over 25 years’ experience in these competencies.
    • Safecall’s Call Handlers possess lifelong experience when keeping their professional and personal lives separate. Respecting our client’s confidentiality is of utmost importance to us and our Call Handler’s professionalism reflects this.

Service

  • Can the service cater for non-English speaking employees?

    We operate worldwide and use interpreting services for non-English speaking callers. Employees have access to International free phone numbers. All we ask is that you identify the languages you wish to use at the point of implementation.

    We have the ability to handle reports in over 170 languages. When an employee telephones Safecall they will automatically be offered a series of languages appropriate to the location they are calling from.

  • Is the service expensive?

    The provision of the service is based upon the number of employees. A number of clients have immediately recouped the initial cost with the information provided by employees regarding fraud and other potentially expensive concerns. The system has hidden cost advantages such as the lessening of bullying and discrimination and can lead to significant savings in legal fees and damages awards. Even when an industrial tribunal case has been lost, the final settlement would be significantly reduced.

  • We already have an Employee Assistance Programme, what further advantages do you offer?

    We believe a difference exists between an assistance programme, which is in essence an advice line, and an external reporting line. A number of Employee Assistance Programmes provide advice on a wide range of subjects but due to confidentiality restraints, do not always pass information to employers.

  • We know our employees very well, why would we need your service?

    Experience has shown that it is normally long serving and trusted employees who present the biggest risk to organisations when it comes to fraud or financial misconduct in the workplace. These employees are fully aware of the organisation’s systems and processes;  research has shown that they are rarely questioned by management. 

    A leading international insurer established that over 80% of frauds or instances of financial misconduct were being committed by employees within their own organisation. 

    Further research identified that almost 48% of all instances of fraud and financial misconduct were detected by whistleblowing systems. Whistleblowing systems are by far the best method of detection, with internal and external audits resulting in detections of 19% and 10% respectively.

  • What about my suppliers and customers?

    Our philosophy is that if someone is calling us with information that could affect your business we will take the report. Many of our customers have extended the service to include suppliers, contractors, supply chain and in some cases customers.

Security

  • Data Protection Legislation?

    As part of our implementation and on-going support we work with our clients to ensure they comply with the various Data Protection laws and guidance internationally. It would be wrong to claim we are ’experts’ and would never lead you to believe that our guidance should or would replace the work of your law firm.

  • How do you guarantee anonymity?

    When a caller contacts Safecall they do not have to provide their name (where permitted). We do not audio record the call and we do not use call line identification. Therefore if the person making the call does not provide their identity we have no way of knowing whom they are. 

    If during our conversation the caller accidentally reveals their identity we will comply with their wish for anonymity and not include it in our report. Indeed we may write reports that are non-gender specific to help protect individuals.

  • Security and Trust?

    Allowing an outside organisation to have access to your sensitive data requires a level of trust on your part. The Law Debenture Corporation p.l.c.  have been a trusted partner with Blue Chip and Government organisations around the world  for over 120 years and as  you would expect our data handling  and IT systems are class leading.

Reporting an Incident

  • Do you ever report issues to a third party?

    At no time would we disclose any information that we have received to anyone other than the named report recipient within your organisation. The decision to report any issues to a third party, such as a regulator, is the customer’s decision.

  • Does Safecall replace my internal reporting system?

    Our service is designed to work alongside and complement all internal structures and policies, not replace them.

Online

  • Can an individual check back for updates?

    Yes, once a report has been submitted, the individual is able to log in to our secure platform and check for an update. They are also able to further information to support the initial report.

  • Can users file a report using a mobile device?

    es, the file a report pages have been built responsively ensuring they will work equally as well on a desktop, tablet or mobile device.

  • Do you offer online reporting?

    Yes, we offer two methods, firstly individuals can submit their report via our website www.safecall.co.uk/report. In most cases we will provide our clients with a unique email address.

  • What about languages?

    We currently offer the ability to submit a report via our website in 49 languages.
    Once received, we will provide the organisation with the original version along as well as a copy in English.

Training

  • Are our eLearning courses SCORM compliant?

    Yes. Our whistleblowing eLearning courses are fully compliant with SCORM (Shareable Content Object Reference Model), which means that either course can be hosted on your Learning Management System with ease. 

    We also offer more Investigation Management Courses in a more traditional, classroom-based setting, to give your staff the skills needed to conduct their own inquiries when concerns are raised.

  • Are there face-to-face training courses available in the UK?

    We also offer workplace investigations training courses throughout the UK. No matter where you’re located, we can attend you in your place of work.

  • Are there online training course options?

    If you prefer online training, we offer a variety of online courses that you can take from the comfort of your own home or office. Our online courses cover the same material as our in-person courses, and are designed to be interactive and engaging.

  • Can remote workers access the training?

    Yes they can. Our whistleblowing elearning courses are all available in the cloud, so can be accessed wherever your staff or supply chain workers are.

  • Can we make the interviewer training course bespoke to our organisation?

    Yes, we can organise bespoke training. Please contact Safecall so that we can understand what is required and how it might be delivered.

  • Can we make the investigations training course bespoke to our organisation?

    Yes, we can organise bespoke training. Please contact Safecall so that we can understand what is required and how it might be delivered.

  • Does the Whistleblower elearning training include examples?

    Yes it does. All the whistleblower training includes both actual and example situations, with the aim of providing the learner with enough knowledge to recognise unethical workplace activities and how to report them.

  • How do you enquire about these courses?

    Contact us to book places

  • How hard is the course?

    To complete this course, you are required to pass an assessment. The pass mark is 80%, but it’s easy to do and the learner can take the assessment as many times as needed until they have passed.

    The assessment consists of multiple-choice questions. For each question, the learner selects their answer and then submits it. Once they select submit, they move to the next question and will not be able to go back and change their answer.

    If they exit or close the window before completing the assessment, when the learner returns to the course, they will be able to resume the assessment from where they left off.

  • Is the investigations training course recognised as CPD?

    Yes, the Investigator Training Course is accredited and counts toward your Continuing Professional Development (CPD).

  • What are the costs of the course?

    The costs vary based on numbers of employees that might access the course and the level of services that the organisation has with Safecall. Please call for more information or complete get in touch via a form.

  • What do the investigation training courses cover?

    Our HR, workplace and whistleblowing investigation training courses cover the fundamentals of conducting workplace investigations.

    Workplace accidents, HR incidents and whistleblowing reports of wrongdoing can be costly and dangerous in terms of both revenue and reputation. Our training courses will teach you how to investigate them quickly and efficiently.

    Specifically, they will help you:

    • Identify the key legislation relating to the management of whistleblowers
    • Identify the role/responsibilities of an investigator
    • Assess and triage a case based on a review of documentation
    • Seek opportunities for early reparation and resolution
    • Plan and scope investigations
    • Understand the requirement for auditable decision making
    • Conduct effective investigative interviews
    • Structure and prepare an investigation report
    • Identify additional external resources and services that are available

  • What do the investigation training courses look like?

    • A typical on line lesson duration will be 2.5 hours or face to face 4.5 hours
    • Face-to-face classroom training, or online via a secure digital Teams link
    • Class sizes will be small to facilitate interaction between the trainer and delegate.
    • Delegates will be able to see, talk to and message the trainer live during online training
    • Content will include case-studies
    • Hands-on, interactive sessions

  • What happens after you enquire about a training course?

    One of our trainers will contact you to discuss:

    • Dates and times
    • Number of attendees
    • Format
    • Teaching channel (classroom or online)
    • Costs
    • Suitable case studies
    • Any bespoke elements of the training

  • What should I be able to do following the investigation training course?

    The course will provide attendees with the knowledge and skills to scope, plan and conduct professional investigations within legislative guidelines.

    You’ll learn how to gather evidence, conduct interviews, and make impartial decisions. Our training courses are designed to help you develop the skills you need to handle any workplace investigation with confidence.

  • What should you expect from other investigation training course attendees?

    • Attendees from various businesses and organisations
    • A mix of employee levels
    • A mix of previous experience
    • A mix of previous knowledge

  • What take-aways will you get from the investigations training course?

    • Full course notes
    • The Safecall Handbook and associated literature will be available online for all delegates

  • Who are these Interviewer training courses for?

    Any person with responsibility to manage workplace, HR or whistleblowing interviews into potential wrongdoing or HR incidents.

  • Who are these Investigation training courses for?

    Any person with responsibility to manage whistleblowing reports of potential wrongdoing or HR incidents that require investigation.

  • Who will be training you in interviewing techniques?

    • Our Interviewer trainers have more than twenty-five years’ experience within the UK Police Force
    • All trainers have PGCE qualifications

  • Who will be training you in investigations?

    • Our Investigative Trainers have more than twenty-five years’ experience within the UK Police Force
    • All trainers have PGCE qualifications

  • Why choose Safecall for the interviewer training course?

    • Highly skilled, experienced work place interviewers
    • Safecall have been providing interviewer training since 2017 and independent whistleblowing systems since 1999
    • CIPD accredited (CIPD reference number available when booking)

  • Why choose Safecall for the investigation training course?

    • Highly skilled, experienced work place investigators
    • Safecall have been providing investigator training since 2017 and independent whistleblowing systems since 1999
    • CIPD accredited (CIPD reference number available when booking)

  • Why would you choose this investigations training course?

    Evidence can often not be heard if it is ruled inadmissible due to poor or oppressive practice.

    This course will help investigation managers, by giving them confidence to conduct a thorough, professional, and fair that can withstand the rigour of later challenge. The workshop is designed to develop a practitioner’s knowledge and skills enabling them to scope, plan and conduct professional investigations.

Safecall Portal

  • Can I message other investigators or the whistleblower?

    Yes, there are three messaging features available: Internal (for messaging report recipients and investigators), Safecall (for Safecall users only), and Whistleblower & Safecall (for messaging both the whistleblower and Safecall).

  • How can I navigate through reports in the portal?

    After signing in, you’ll be directed to the main page where you can toggle between open, closed, and a list of cases due for redaction. Use the search function to find specific cases by number, names, or text within the report.

  • How do I access the Safecall portal?

    To access the portal, go to https://app.safecall.co.uk and click on the Sign In button at the top right corner. Enter your login email or WB number to proceed.

  • How do I close a case in the portal?

    Navigate to the Overview tab, scroll to the bottom, and click on the “Close Case” button. Choose a conclusion from the provided options and enter a reason for this conclusion.

  • How do I update a case?

    In the Overview tab, you’ll find sections with information related to the report. Complete the fields in each section as necessary and click “Update Case” to save changes.

  • What is the Checklist feature?

    The Checklist is an on-demand feature for investigators, consisting of a series of steps to ensure thorough investigation. It’s available under the Settings tab for client users who are subscribed to this feature.

  • What should I do if a report is new and unacknowledged?

    For new reports, acknowledge them by clicking the Acknowledge button on the yellow banner at the top of the Overview page. This changes the banner to green, indicating acknowledgment.