3.1 ECHO

ECHO is our case management system and is the primary record for all complaints. All relevant material will be retained and responded to via ECHO.

All staff are responsible for the security of information relating to complaints.

Confidential material must be scanned in separately, with DO NOT DISCLOSE in the name and placed in the relevant virtual folder.

Incidental, unsolicited and irrelevant material will be added to the ECHO record but not responded to.

3.2 Call Recording

Voxivo is Intake’s call management system. All calls to and from the Intake Team are recorded for training and monitoring purposes.

All calls are retained for 30 days before being automatically deleted by the Voxivo system.

Call recordings relating to complaints about us will be retained on the ECHO record.

See also: Retention and disposal of casework records policy