Photo Credit: IRC
When people send us a private message, we need to assure them that discussions in Messenger are confidential. However, we also need to inform them that there are limits to confidentiality and that information might be shared in cases where real harm might result. But even then, concerns will only be shared internally within IRC Protection teams.
| Here is an Example: |
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A situation happened in the Balkans when a user contacted us to let us know that they and eight others had become trapped in the snow whilst trying to cross the Croatian Mountains. The group reached out for help, but didn’t want us to let the police know they were there as they were scared of getting deported. After an internal discussion we decided that we had to act in this instance to get a location from the group and alert the emergency services, despite the users’ concerns about the police getting involved. This decision was made on the basis that there was a high risk of harm or even death if they stay in the snow and ice overnight, particularly given the likelihood that someone in that group was a child, elderly, pregnant or had a medical condition that had already been exacerbated by the experiences they had endured to date. If Signpost didn’t directly intervene in this instance it is likely that very real harm would have come to these people. You can learn more about how this example unfolded in real time here. |
When situations where we need to intervene directly arise, you will never be expected to make decisions alone! On occasions where a user’s immediate safety is at risk, Digital community liaisons should follow the Escalation Protocol through which key members of the Signpost team are rapidly looped in. DCLs will then be guided by this team through their interaction with the user.