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Social Security Telephone Monitoring Policy

Introduction

The Social Security Division has a telephone system that is capable of recording conversations. Like many other organisations, this is a standard practice that allows the recording of telephone calls for quality monitoring and security purposes.

All external calls received into the Social Security Division will be recorded and these recordings will only be used for the purposes specified in the policy. Callers are either informed of the recording process through the welcome message system or Social Security stationary or via www.gov.im. The system is password protected, where only certain officers have access.

Why do we need a policy?

We need a policy to ensure that the use of these recordings is fair and to ensure that we comply with the requirements of the relevant legislation. This includes:

  • The Regulation of Surveillance Etc. Act
  • The Data Protection Act
  • The Human Rights Act

How will it affect me?

All calls to and from Social Security are recorded for quality purposes, to prevent crime or misuse, to ensure our staff act in compliance with required procedures and standards and to assist in the provision of training, monitoring and service improvement. Maintaining client confidentiality is extremely important to us, and your information will only be used in compliance with our obligations under the Data Protection Act, 2002.

As part of the Division’s quality system, the recorded calls will be subject to random checking to ensure that the Division’s standards regarding customer service, confidentiality and KYC (Know Your Customer) are being met. If a particular call is considered to be a good example for staff training purposes, then the recording may be retained for use in this way. This would only be permitted if the recording is edited so that the caller remains unidentified and the member of staff who was party to the call agrees to it being used.

When did this policy come into effect?

The policy came into effect on 30 April 2014. 

Where can I find out more?

For further information on the policy please contact a Higher Executive Officer on +44 1624 685099 or +44 1624 685112.

Isle of Man Government will not tolerate abusive language or behaviour either by or to its members of staff. All staff have the right to work without fear of verbal or physical abuse. 

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