Lesson 5 – Responding to a Disclosure

5.1 What is a disclosure?

A disclosure occurs when someone tells an employee that they:

• Are being abused;
• Are afraid of another person;
• Are being exploited;
• Are being neglected;
• Cannot safely return home;
• Are being controlled;
• Have been threatened; or
• Believe another person is at risk.

The disclosure may be:

• Direct;
• Partial;
• Indirect;
• Hesitant;
• Emotional;
• Made over several conversations; or
• Withdrawn later.

5.2 Remain calm

The employee should:

• Listen carefully;
• Remain calm;
• Take the person seriously;
• Avoid expressing shock;
• Allow them to speak;
• Avoid rushing;
• Check whether there is immediate danger; and
• Explain the next steps honestly.

5.3 Helpful responses

Appropriate responses may include:

• “Thank you for telling me.”
• “I am sorry this is happening.”
• “You have done the right thing by speaking to someone.”
• “Are you in immediate danger now?”
• “Is it safe for us to contact you?”
• “How would you prefer us to communicate?”
• “I may need to share this with a manager or appropriate service to help keep you or someone else safe.”

5.4 Avoid investigating

Employees should not:

• Conduct a detailed interview;
• Ask the person to repeat the story unnecessarily;
• Use leading questions;
• Ask why they did not leave;
• Demand proof;
• Search the property for evidence;
• Contact witnesses;
• confront the alleged abuser;
• Arrange a meeting between the parties;
• Contact family members without authority; or
• Decide whether the allegation is true.

5.5 Open questions

Where limited clarification is necessary, use open and neutral questions:

• “Can you tell me what happened?”
• “What are you worried may happen?”
• “Is anyone in immediate danger?”
• “Is it safe for us to contact you?”
• “Are any children or other people at risk?”
• “What would you like to happen next?”

Avoid questions such as:

• “Did your partner hit you?”
• “Why did you let this happen?”
• “Are you sure you are not exaggerating?”
• “Why don’t you simply leave?”

5.6 Do not promise complete confidentiality

An employee should not say:

“I promise I will not tell anyone.”

Information may need to be shared with:

• MyEstate’s safeguarding lead;
• A manager;
• Emergency services;
• The police;
• The local authority; or
• Another appropriate organisation.

A better explanation is:

“I will treat what you tell me sensitively and only share it with people who need to know. If I believe you or someone else is in serious danger, I may need to pass the information on.”

5.7 If the person withdraws the disclosure

A person may later:

• Deny the incident;
• Ask that nothing be recorded;
• Refuse assistance;
• Stop responding;
• Return to the alleged abuser; or
• Change their account.

This does not mean that the original concern should be deleted or ignored. The employee should record what was said, the later response and the action taken, then seek management guidance.

Lesson 5 key point

Listen, clarify immediate safety, explain what will happen and report the concern. Do not investigate or promise secrecy.