Privacy Policy

The Mix takes your privacy very seriously

Under General Data Protection Regulation, The Mix is the “Data Controller”. In simple terms, this means that we determine what personal information about you is collected and what it will be used for.

In a situation where information is collected, you will be told what is being collected and for what purpose we will use it. We will store it in line with the General Data Protection Regulation guidelines. We do not sell, rent, share, or otherwise disclose personally identifiable information with any other parties.

We understand that anonymity is extremely important in some areas of The Mix. We have a general confidentiality policy that applies to all areas where young people interact with us.

How and why we collect user data

By signing up to The Mix you have agreed to allow us to collect your data, such as your name and email address. The specific services that you can sign up to and an explanation of how your data is used for those services is outlined below. This information will not be passed onto third parties. Collecting this information about our users will allow us to build a better service and also tailor information/advice to individual user’s situations.

On the occasions where we would like to use your information to communicate with you (for example, as a way to contact you about campaigns or content which we think you may like), we will always ensure your consent is actively saught for these opt ins. You will never be signed up for these automatically.

 

Helpline

We store our helpline data in three places: Office365, 8×8 and Salesforce. We keep all information about you for 12 months, and we then keep anonymised information about you for a further two years. We use anonymised information to produce statistics and other data that helps to improve our services. Read more in our confidentiality policy for situations when this might change.

Occasionally someone outside The Mix is authorised to observe the helpline. This could be in real time, or an anonymised playback. This could be someone who is looking to join The Mix so they understand the work we do. To do this they must sign a confidentiality agreement.

If you do not ever want someone outside of The Mix observing your interaction with the helpline, please let us know. The Mix does not hand over transcripts unless absolutely necessary or legally required to do so. You can read more in Our Confidentiality Policy.

Crisis Messenger

We’re happy to be partnering with major mobile carriers. When you text us it will be free and won’t feature on your bill, so you can contact us with complete privacy. You can use the following networks to contact us in this way: EE, O2, Vodafone, 3, Virgin Mobile, BT Mobile, GiffGaff, Tesco Mobile and Telecom Plus.

We are working with other mobile operators as well to bring you the same arrangement. At the moment, we cannot confirm that if you are with a mobile operator that is not listed above that your messages will be free and will not appear on your phone bill. If this is a problem, you can reach us through one of our other services. We want to hear from you.

If you are texting from a Samsung Galaxy handset please not that you may receive a notification that you will be charged. However, if you are with one of the networks listed above, you will not be charged even if you receive this message.

This service is provided by Mental Health Innovations. Read more about their privacy policy here.

Counselling

If you engage with the mix counselling service your calls and chat will be recorded and stored for training purposes. For the same purposes at times someone from the counselling team can also might listen in. For safeguarding purposes we might share these recordings or notes that the counsellors have made during the sessions, along with your personal data, with emergency services however we will always share only what is strictly necessary.

We store our counselling data in three places: Office365, 8×8 and Salesforce. Recording are automatically deleted after 12 months; We use anonymised information to produce statistics and other data that helps to improve our services. Read more in our confidentiality policy for situations when this might change.
We keep notes and personal data for seven years we will keep these securely and destroy them when they are no longer needed. As the service user you have the right to ask for it to be destroyed sooner. You also have the right to complain to the ICO if you feel that the data we obtain is used in an unlawful way.

Your Voices

Your Voices allows users to share and upload their stories, photos, videos or playlists to The Mix. Through this service we will collect information from users such as email address, gender, ethnicity, sexual orientation, work status, location and date of birth.

We collate this information to create a better service for our users and to make sure we can send you relevant advice and information. We will always ensure that users are given the option to sign up for any newsletters we send out. If you submit any content to Your Voices that you want to be removed please contact our Digital Delivery team.

Home Truths

On our Home Truths platform we require users to register and provide basic information such as a valid email address, gender and date of birth. This information will not be passed onto third parties but may be used to tailor information and advice to individual user’s situations.

Polls

When we run polls on The Mix we use “cookies”. These are small data files that we send to your Internet browser, which are stored on your computer’s hard-drive and subsequently “read back” if you visit The Mix again. This enables us to recognise you when you return and to know if you have already voted. The only information stored is your IP address, a numerical label assigned to each computer in a computer network.

You can set your Internet browser to reject cookies. However, if you do some functions of the site may not work properly. In order to do this, please follow the instructions in our Cookies Policy.

Discussion boards

Your registration details are linked to your account and will be stored on the third party forum software Vanilla, system for as long as your account exists. In the extremely rare case that we need to break confidentiality, we may use this data to help identify you. Please see our confidentiality policy for more information. In such a case, we will keep a record of what happened. Only the community staff team have access to this information.

We also use anonymised data for statistical purposes. This is used to improve the services we provide, and may also be shared with third parties (our funders, for example). This data is stored on our system and is kept for no longer than three years.

Anecdotal data may also be included in feedback given to us by community members, as well as session summaries given to staff by moderators. This data is stored on our internal Office 365 and only the community staff team have access.
Cookies are also used in connection with the discussion boards to provide users with a better experience by recognising the user and informing him or her of which postings are new since the previous visit. Cookies can be disabled by following the instructions in our Cookies Policy.

 

Comments

Your registration details are linked to your account and will be stored on the third party forum software Vanilla system for as long as your account exists. In the extremely rare case that we need to break confidentiality, we may use this data to help identify you. Please see our confidentiality policy for more information. In such a case, we will keep a record of what happened, this will be held for the length of time stipulated in our confidentiality policy . Only the community staff team have access to this information.

We also use anonymised data for statistical purposes. This is used to improve the services we provide, and may also be shared with third parties (our funders, for example). This data is stored on our system and is kept for no longer than three years.

Anecdotal data may also be included in feedback given to us by community members, as well as session summaries given to staff by moderators. This data is stored on our internal Office 365 and only the community staff team have access.
Cookies are also used in connection with the discussion boards to provide users with a better experience by recognising the user and informing him or her of which postings are new since the previous visit. Cookies can be disabled by following the instructions in our Cookies Policy.

 

Group Chat

Your registration details are linked to your account and will be stored on the third party chat software ChatWee system for as long as your account exists. In the extremely rare case that we need to break confidentiality, we may use this data to help identify you. Please see our confidentiality policy for more information. In such a case, we will keep a record of what happened. Only the community staff team have access to this information.

We privately store transcripts of all group chat sessions. These are kept for safeguarding purposes and to train our volunteers, as well as to reference if we need to address conflict between members of the community or any incidents where guidelines have been broken. Transcripts are held for no longer than a year and only the community staff team have access.
We also use anonymised data for statistical purposes. This is used to improve the services we provide, and may also be shared with third parties (our funders, for example). This data is stored on our system and is kept for no longer than three years.

Mailing lists and our newsletters

The Mix will only use your data to send you information relevant to the type of communication you signed up for. You can unsubscribe from our mailing list by clicking unsubscribe at the bottom of our emails.

 

General newsletter (‘The Mix Newsletter’)

By signing up to the general newsletter you consent to receiving a newsletter up to once a month with all the latest news from across The Mix including new videos, articles, events and fundraising opportunities. We will only use your data to send you the general newsletter.

We use Dotmailer as our marketing automation platform. By signing up to receive this newsletter, you acknowledge that the information you provide will be transferred to Dotmailer for processing in accordance with their Privacy Policy and Terms.

We use Salesforce to store your proof of consent. By signing up to receive this newsletter, you acknowledge that the information you provide will be transferred to Salesforce for processing in accordance with their Privacy Policy and Terms.

You can unsubscribe from receiving the newsletter at any time by clicking unsubscribe at the bottom of the email.

Surveys

The Mix may run online surveys from time to time to find out how we can improve our services and to find out our user’s views on topic areas connected with our work – for example drinking or self harm. Users may be asked to provide some basic demographic information, as well as answers to a series of questions.

Occasionally, we may incentivise surveys through the use of a promotion, such as a free prize draw, in which case we may ask for an email address so we can contact the winners.

Survey answers and responses are generally handled in anonymous or aggregate form. Individuals’ specific answers are not disclosed to third parties, however aggregated data may sometimes be passed on in the form of a press release.

 

Events Newsletter

Your details will be stored and used by The Mix only – we respect your data and will never give your information to a third-party organisation to use for their own personal use. In some cases where you have shown an interest in taking part in a fundraising event The Mix will add your name and email address to a third- party events console.
You can unsubscribe at any time by clicking the unsubscribe link in the footer of any email you receive from us.

 

Skill Up E-learning

When you register for our courses, we require basic information including: your name, email address and age. This is hosted securely on our servers and is not shared with any third parties. You will receive emails related to completing your registration, and will be notified via email when you are awarded a digital badge. You can request your account to be deleted by emailing the training team emailing the training team

 

Volunteering

When you apply to volunteer with The Mix we will store your information on a 3rd party database: “Better Impact”. This data will be used to determine your suitability to volunteer with us, for all contact related to training and volunteering and for anonymised statistical reporting. If you don’t start volunteering, or you stop volunteering at any point we will continue to store your data for a maximum of 12 months. After this period your information will be deleted and you will need to resubmit your details in order to volunteer with us. As a an applicant, trainee or volunteer we may contact you directly with operational updates on the basis of legitimate interest. During your volunteering with us we may transfer some of your data to 3rd party applications which are required in order to volunteer with us. (Microsoft Office 365, Salesforce, 8×8, Moodle)

Competitions

The Mix may run competitions in which we ask users to supply us with postal address details in case they are chosen as a winner.

Google Analytics, Fospha and Cookies

The Mix uses Google Analytics and Fospha to gather non-personal information on our visitors. This information helps us understand where our website traffic is coming from, what articles and videos are being viewed and for how long. This is done through cookies and code which is embedded on our websites. For more information please see our Cookies Policy.

Subject access requests

Everyone has a legal right to view the information that The Mix holds about them. Requests to see records and other related information are known as subject access requests. These should be made in writing to info@themix.org.uk. After making a request you’ll receive a response within 30 days.

Genuine subject access requests are free, however The Mix charges £10 per request for administrative fees if the request is unfounded, excessive or repetitive, so please specify carefully all of the information you need to avoid more fees.

When requesting information, you should provide your contact details, along with additional information, for example that you were a volunteer or service user etc.

iRights

We follow the iRights initiative, which envisages a future where the fundamental rights of children and young people to access the internet creatively, knowledgeably and fearlessly is fulfilled. The initiative includes:

  • The right to remove: Every child under 18 has the right to easily edit or delete all content they have created. Under 18s have the right to own content they have created and to have an easily signposted way to retract, correct and dispute online data that refers to them
  • The right to know: Children and young people have the right to know who is profiting from their information, what their information is being used for and whether it is being copied, sold or traded
  • The right to safety and support: Children and young people should be confident that they will be protected from illegal practices and supported if confronted by upsetting scenarios online
  • The right to make informed, conscious choices: children and young people should be empowered to reach into creative places online and also have the capacity and support to easily disengage
  • The right to digital literacy: to access knowledge that the internet can deliver, children need to be taught the skills to use and critique digital technologies