EDI FAQs - Operator Manual

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What if it’s not appropriate to ask the caller if we can collect this info?

There will be some situations when it may not be appropriate to ask for this EDI information. For e.g., if the caller is very distressed. In these type of scenarios, the call operator should decide on whether it is appropriate or not. Other scenarios where it would not be appropriate to collect this info is if we are signposting the caller to a 3rd party organisation (i.e., an external organisation) or if they have called the number by mistake.

Is it not better to avoid asking these questions to avoid prejudice or discrimination?

No, as one of the reasons why we need this information is to ensure that we are being inclusive. We expect all our staff and volunteers to uphold our value of inclusion. Discrimination would be a breach of our Code of Conduct and potentially unlawful.

What is the EDI data we would like you to capture (where appropriate)?

There are 4 pieces of EDI data that we would like to capture (where consent has been given and where appropriate to do so). They are:

Age range
Gender
Ethnicity
Disability status

Although we gave suggestions as to what stage of the call to collect the EDI data, it is important to stress that

It is up to each individual call operator to decide at what stage of the call to ask for this info
There will be some calls where it will not be appropriate at all to ask for this info
We can only collect EDI data where the caller gives us consent (i.e. by the caller agreeing to the consent script. The script is being updated to cover this.)
The caller does not have to provide any of this information if they choose not to do so

What if a caller asks me what the recorded message and the consent script question means? Is there an easy way to explain it to them?

Recorded message key points

The British Red Cross takes data protection very seriously
We will only use the data for the purposes it was intended i.e. to provide the Support Line service and to analyse the service we provide to better meet the needs of the callers and our supporters
We won’t use their data in a way that would intrude on their privacy

Consent script key points

We are asking them if they are giving us permission to use their data to provide the service and/or to analyse the service to better meet callers needs and the needs of our supporters. (Supporters are the organisations or donors that help fund the service)

Do we share caller’s personal information with other organisations?

No, we do not normally share any personal or identifiable info with any external organisation and if we did, we would ask for the caller’s permission first. An example of when we would want to share it is for e.g. if one of our Tactical Cells needed an external organisation to help to fulfil a callers practical support request, the Tactical Cell team would ask the callers permission first before sharing their info with that specific organisation. When we analyse data to try and improve the service for our internal purposes or for our funders all the data is anonymised and no personal or identifiable data is used or shared.

What if I am unsure on how to categorise someone’s ethnicity? Do you have any helpful information?

Yes, we do. The presentation that was shared with the attendees of the EDI drop in session will be shared with everyone and it will also be made available in the Ops Manual. The section within the presentation that covers Ethnicity has some useful information on how to collect ethnicity data and there is another slide on what to do if you are unsure how to record something. Operators should ask callers to choose the option that they identify with. The best way to do this is to read out the options.

Is it compulsory for the caller to provide this information?

No, it isn’t compulsory for the caller to provide this information. If they do not want to share this info the call operator should just mark this on the “preferred not to say” field under each of these 4 EDI categories on the Dynamics database when the process goes live.

We don’t have the capacity to do this and this will take up valuable time when we could be helping someone else?

We recognise that asking for a callers age, gender, ethnicity and disability may add a bit of time, however the info is valuable for the reasons stated previously i.e. funding the line, supporting the most vulnerable groups and reaching newly identified vulnerable groups etc The volunteer operations team started a new recruitment campaign a few weeks ago to recruit more call operators in order to improve capacity and we hope that you will soon start seeing the results of this campaign.

What about anonymous cases?

Where consent is given, we can capture area postcode and EDI data for anonymous cases for callers who we help either through our BRC services for e.g. those callers who we offer emotional support or callers that we signpost to internal services such as Mobility Aids or Refugee Services. In this scenario, we MUST NOT capture their personal information (i.e. name, address or phone number) anywhere on the Dynamics database including the name, address or summary notes fields.

What if I, the call operator refuse to do this?

This is an organisational requirement and we hope that we have explained the rationale on why capturing this info is important for the vulnerable service users we support and the long term sustainability of the service.

Has BRC only just introduced collecting this EDI data?

No, this type of data is already collected by other BRC services such as Independent Living, Refugee Support and Restoring Family Links, Mobility Aids, the Hardship Fund etc.

Are we following the GDPR processes?

Yes we are. The data we collect needs to be adequate for its purpose, relevant to the purpose and limited to what is necessary. The Dynamics database consent script will be updated to reflect this change. EDI data falls under the banner of “special category data” and we must treat the collecting of it very seriously and must not collect it if we have not been given consent by the caller to do so. This is the link to our privacy notice. https://www.redcross.org.uk/privacy

Do we share caller’s personal data externally?

We are bound by our Confidentiality Policy and this applies to all personal information. Our Policy says that we can only share information with third parties when it is necessary and with the consent of the person being referred, with some exceptions e.g., when requested by the police to prevent a crime. Also, when we analyse data to understand if we are supporting the vulnerable groups the line was set up for, all the data is anonymised to ensure that there is no personal identifiable information.

Why is my ethnicity not included in this list?

We use the same categories as the Office for National Statistics for collecting information about service users, staff and volunteers.

Often we get information about nationality when we use Language Line, can we use this information for completing ethnicity data?

No, we cannot as we can’t make an assumption. We are asking for ethnicity data and not nationality data. Although the two may sometimes be linked, they are different.

Is there a hierarchy to the options for disability?

No there isn't. Please select the appropriate option or options that the caller identifies with. If the callers does not have a disability please select the “None” option. (The reason why the disability field on Dynamics is not in the same place as the other EDI fields is because someone may have more than one disability and the other EDI drop down functions don’t have the capability to allow us to select more than one option to capture this info.

What about someone who is transitioning gender?

Our gender question should be answered by the caller in the way that they are most comfortable with and that fits with their self-determined gender identity.

What if the caller discloses information about their age, gender, ethnicity or disability during the call?

If the information about their age, gender, ethnicity or disability comes up in a conversation instigated from their side anytime during the call, as long as you have obtained their consent during the consent script process you will be able to capture this.

I would like to know more about Equality, Diversity and Inclusion (EDI) and why capturing data is important. Are there any training modules available?

Yes, there are. You can watch or listen to them on your IFRC Learning Platform. If you haven’t completed it already the Equality, Diversity and Inclusion: Getting It Right module and the UK Operations - Why the organisation needs your data module are good ones to start with. Simply log in to the platform and search for the 2 courses using the search bar.

Will we be monitoring if calls are abandoned because of a request for information from the caller?

We hope that this won’t happen if the subject is approached sensitively and rationale given as to why we need this data. However, if a caller does hang up during a request for this information, please report this to your supervisor so that it can be logged and reviewed.

How do we make sure we record this information consistently?

Any briefings or EDI training/workshops aim to promote good practice and provides an opportunity to ask questions. The way that we record a person’s information must be directed by the caller themselves (or whoever is calling on their behalf).

Will these EDI data capture changes definitely be happening?

Yes, they will. Part of the reason they have been delayed is to allow us to review and respond to the queries or concerns that you raised. We will inform you once we have confirmed the new go-live date.

Are we allowed to capture EDI date if we haven’t captured a caller’s personal details? For e.g. someone rings up for emotional advice but doesn’t want to give us their name but are happy to confirm their age, ethnicity, gender and disability status?

Yes, we can. If we have been given the callers consent, we can capture this EDI data and postcode data if we are giving the caller emotional support or are signposting them to any of our own BRC services, e.g. for Mobility Aids or Refugee Services. We MUST NOT capture their name or contact details in this scenario, except if we are also providing the caller with practical support.

If a caller is calling on behalf of another person, can we ask the caller to give us the EDI info of that person?

No, we should not collect this information for gender, ethnicity or disability status as the information they provide may not be accurate. However, we can collect age range data for the person the caller contacts us on behalf of, as the age data is an age range so the chances of it being inaccurate are much lower than the other EDI categories.

Where can we find the new consent script to print-out?

This will be added to the Operators Manual. Training and advice page / section practical tips and tools

What do we mean by “other legitimate purposes”?

This means purposes for which we will use the data. The legitimate purposes we will use the data for are to provide the service and to analyse data we collect to better understand and meet our supporters and our service users’ needs.

Where on Dynamics do we need to capture the EDI data?

The fields to capture the EDI data are on the Dynamics contacts page that you normally use to capture the caller’s name and contact details.

Can I use the Sandbox training system to create different caller scenarios to build my understanding of capturing EDI data?

Yes, you can. We actively encourage you to do this.

Should I ask the caller if they have a disability or rather should I ask them if they have a long term health condition?

Disability is the term used in the Equality Act 2010 and is widely accepted. However, if a caller is unsure what we mean by this, it could be helpful to go through the list of options and/or highlight that this includes long-term physical and mental health conditions.

Can I assume someone’s gender by their voice?

No, you can’t, as all the EDI information we collect from our service users should be provided by them, where possible, and should never be based on assumptions. This ensures accuracy and avoids causing offence to the caller, if we make the wrong assumption. However, you wouldn’t need to ask if they have already disclosed their gender at some point during the call.

Are any EDI options still available on Dynamics for callers, who we don’t take their personal info and who we either provide emotional support, or who we signpost to internal BRC services?

There are no changes currently being made to allow this option.

Do we need to capture EDI data for all callers?

No, we do not. We only need this for any callers who we provide practical or emotional support or callers who we signpost to any of our internal BRC services. We also would only capture this if we have had the caller’s consent to do this.

Can I check the callers understanding of the recorded message before I ask the consent question?

Yes, you can do this if you feel it is needed. However, bear in mind that when you ask the consent question itself a caller is likely to raise any queries at this stage, so you may be duplicating info.

When is the best time to ask for the EDI data?

It does depend to some extent on the flow of the call but it is always more important to identify the callers needs first. For example:

For practical support callers it would be best to capture this at the same time you are taking the caller’s name and contact details
For emotional support callers or callers who you signpost to other internal BRC services, as we don’t need their name and contact details, it may be better to ask their consent to capture this EDI data once you have provided the service
Why do we need to collect EDI data?
The Support Line was set up in April 2020 to provide support for the most vulnerable individuals impacted by the Covid epidemic who were at risk of further health and well-being issues as a result of isolation. Some of the key target groups it was set up for included:
- People high on our Vulnerability Index
- BAME people disproportionately impacted by Covid19
- anyone at risk of further health & well-being issues as a result of isolation
- people who may not be receiving help from anywhere else
When we ask corporate donors for critical funding for services like the Support Line, we have to be clear to them who we are aiming to provide support to, as this could impact donors’ decisions on whether to provide funds or not. Also, if we want to obtain more funding to continue running the line we need to be able to demonstrate that we have been supporting the specified groups. One of the main ways we are able to do this is through analysing the data we capture (including EDI data) in an anonymized way.

Capturing this data (including EDI data) enables us to:
- confirm to donors that we are using the funds for what we said we would and it also enables us to ask for more funds to continue running the Support Line
- understand if we are not reaching the relevant vulnerable groups and allows us to look at new marketing strategies to inform and engage these vulnerable groups
- identify any particular groups that need more engagement or support
- understand if there are any unmet service user needs that need to be addressed
- determine if we are reaching the people who need our services the most
- ensure that our services are accessible and inclusive

EDI Data FAQs

Frequently Asked Questions