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Vulnerable Persons & Safeguarding Statement

Purpose

Call Handling Services Ltd (‘CHS’) recognises that organisations using its services may interact with individuals who could be considered vulnerable due to personal circumstances, health conditions, or situational factors.

This statement outlines CHS’ approach to supporting responsible and ethical handling of such interactions within the scope of its services.

 

Scope of Responsibility

CHS provides cloud-based communication platforms, infrastructure, and AI-enabled tools to its customers.

CHS does not act as the primary handler of end-user interactions and does not provide safeguarding or care services directly to members of the public.

Responsibility for identifying, managing, and supporting vulnerable individuals rests with CHS’ customers (Data Controllers), including their agents, staff, and operational processes.

Supporting Responsible Service Delivery

CHS supports customers in delivering services responsibly by:

  • providing configurable communication platforms that allow customers to design appropriate workflows and escalation paths;
  • enabling secure and reliable communication channels across voice and digital platforms;
  • maintaining high availability and operational continuity for services supporting critical use cases;
  • offering guidance and documentation to support appropriate system configuration where required.

 

Artificial Intelligence (AI) Considerations

Where AI-enabled services are used (such as transcription, summaries, or AI Agents):

  • AI functionality is designed to support, not replace, human decision-making;
  • AI systems do not make autonomous decisions that produce legal or similarly significant effects;
  • outputs generated by AI must be reviewed and validated by the customer;
  • customers are responsible for ensuring appropriate safeguards, escalation processes, and human oversight are in place.

CHS does not design or deploy AI systems intended to assess vulnerability or make safeguarding determinations.

 

Ethical Principles

CHS promotes the following principles in the use of its services:

  • Fairness and respect in all interactions
  • Clarity and accessibility in communication
  • Appropriate escalation where risk or distress is identified
  • Human oversight in situations involving potential vulnerability

These principles are intended to support customers in meeting their own regulatory, ethical, and safeguarding obligations.

 

Data Protection and Privacy

Handling of personal data, including sensitive information, is governed by CHS’ Data Protection and UK GDPR Compliance Statement and Data Processing Agreement.

Customers remain responsible for ensuring lawful processing and appropriate handling of sensitive or vulnerability-related data.

 

Further Information

For further information, please contact:

Data Protection Officer

Call Handling Services Ltd

clientsupport@callhandling.co.uk 

 

Governance, Review & Approval

This statement forms part of CHS’ broader commitment to ethical technology use, data protection, and responsible service delivery.

CHS monitors industry best practices and regulatory developments relating to ethical technology use and safeguarding considerations.

This statement is approved by the Board of Directors and will be reviewed at least annually, or sooner to reflect evolving practices and regulatory developments relating to ethical technology use and safeguarding considerations.