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CWE-CWR-15 Compassion, Welfare & Environment Community Welfare & Relief CORE Excellence v2.9.7

Confidential listening service: safe, accessible, and well‑governed.

Evaluating a confidential listening service that operationalizes Raḥmah (compassion) and Amānah (trust). This vital service provides a safe, non-judgmental space for community members, directly impacting their emotional well-being and building profound organizational trust and stakeholder loyalty. By upholding Sitr (concealment of private matters) and offering Naṣīḥah (sincere counsel), the organization fulfills the Maqāṣid (higher objectives) of preserving human dignity and mental well-being (Ḥifẓ al-ʿAql), ensuring vulnerable individuals receive empathetic support.

Assessment Questions
  1. Does the organization have a formally established and communicated confidential listening service?
  2. Are the individuals providing the listening service formally trained in active listening, confidentiality (Amānah), and the Islamic etiquettes (adab) of counsel?
  3. Are there documented protocols that govern the service, including confidentiality, scope of support, and data privacy?
  4. What triage tool/script is used to assess risk (suicide/self-harm) and where is it stored/version-controlled?
  5. Show an anonymised example of a completed safety plan and escalation record.
  6. How does the organization ensure the service provides a safe, non-judgmental space that embodies Raḥmah (compassion)?
  7. Is the effectiveness of the service measured, for example, through anonymous user feedback or utilization metrics?
  8. Are there established and vetted referral pathways for cases that require professional or specialized support beyond the service's scope?
  9. Does the organization use anonymized, high-level insights from the service to inform policies and improve the overall well-being of its community?
  10. Has a DPIA been completed and the privacy notice published for the service?
  11. Are DBS checks in place and eligibility assessed for listener roles?
  12. What supervision model supports listeners and how is it evidenced?
  13. How is equality, language access, and disability accommodation assured (interpreters/BSL)?
  14. Are lone-working and channel-specific risks assessed and reviewed?
  15. Are serious incidents reported to trustees and the Charity Commission when required?
  16. Show the LADO/allegations policy and evidence that staff know the route.
  17. How do scripts avoid tashhīr (exposure) and protect ‘ird (dignity)?
Evidence Requirements
  • Policy document establishing the confidential listening service, its mandate, and scope.
  • Communication materials used to promote the service to stakeholders (e.g., posters, website, newsletter announcements).
  • Training records and curriculum for listeners, covering skills and Islamic principles (Raḥmah, Amānah, adab).
  • Listener competency checklist + sign-off record (shadowing hours, observed practice, final approval).
  • Signed confidentiality agreements or code of conduct for all service providers.
  • Risk triage decision tree and version history.
  • Anonymized service utilization logs (e.g., number of sessions, general themes without personal details).
  • Examples of anonymous feedback collection tools (e.g., surveys) and summary reports of findings.
  • Documented referral directory and partnerships with external professional services (e.g., mental health providers).
  • Management reports or meeting minutes demonstrating how anonymized insights are used for organizational improvement.
  • Completed DPIA and published privacy notice specific to the listening service.
  • Copies of Art.28 Data Processing Agreements (redacted) and vendor risk assessment summary.
  • Data retention schedule and data minimisation SOP.
  • DBS eligibility rationale and current-checks tracker (redacted).
  • Lone-working and channel-specific risk assessments (including venue first aid/fire); incident/near-miss logs.
  • Telephony configuration note + access control list.
  • Supervision records (agendas, anonymised notes) and wellbeing resources.
  • Sample scripts (opening, confidentiality explanation, crisis escalation) and safety-plan template.
  • Business continuity plan for service outages.
Scoring Guidelines
LevelRatingDescription
5 5/5 ≥3 channels live; ≥20 hrs/wk incl. evenings/weekends; documented accessibility provision used in practice (e.g., interpreters/BSL); 100% safer recruitment compliance; monthly QA audits with tracked improvements; 0 high-severity data breaches.
4 4/5 ≥2 channels; ≥10 hrs/wk; 90% training/competency sign-off; supervision at least quarterly; DPIA and risk triage tools fully operational; clear referrals.
3 3/5 Single channel; 4–8 hrs/wk; partial training; basic confidentiality policy; inconsistent availability; basic DBS checks only.
2 2/5 Ad-hoc availability; no DPIA; no supervision; no formal risk triage.
1 1/5 No service.

Related Criteria

CWE-CWR-01 Weekly Dignified Food Support Service (Food Bank, Pantry, or Hot Meals) CWE-CWR-02 Hardship-grant / zakāt emergency fund CWE-CWR-03 Volunteer management: hours logging, safer recruitment & safeguarding CWE-CWR-04 Partnerships with local authorities and community organisations (NGOs/VCSE) CWE-CWR-05 User-impact survey results
Version
2.9.7 2025-11-05

Discussion (1)

Administrator 2026-03-07 11:08:01.575612

📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json

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