Confidentiality and boundaries for managers

Good intentions aren't enough when it comes to supporting a struggling team member - knowing where your role ends and a professional's begins protects everyone.

What it is

Confidentiality and boundaries define what a manager should and shouldn't do, ask, or share when a team member is dealing with a mental health or personal difficulty. Under POPIA (South Africa's data protection law) and basic professional ethics, health-related information is sensitive personal information that must be handled with extra care. Your job is to support, refer, and protect privacy - not to counsel, diagnose, or manage someone's treatment.

Signs to notice

• You're tempted to ask for specifics about a diagnosis or treatment
• You're storing personal health information in emails, chat groups, or shared documents
• Colleagues are asking you what's "wrong" with a team member
• You feel pressure to justify a team member's absence to others
• You're unsure what you're allowed to tell HR versus keep private

What helps

• Ask "how can I support you at work" rather than "what's wrong with you."
• Only request the information you need to make reasonable adjustments (for example, reduced hours), not a diagnosis.
• Keep any wellbeing-related notes separate from general HR files, and limit access to those who need it.
• Never discuss a team member's mental health with colleagues, even to explain an absence - a simple "they're dealing with a personal matter" is enough.
• Redirect clinical questions to Cleared Mind counsellors - "I'm not the right person to advise on that, but our EAP can help."
• Get consent before involving anyone else, unless there's an immediate safety risk.

When to reach out for help

If a team member shares something serious, like a diagnosis or a personal disclosure, and you're unsure what to do with that information, contact Cleared Mind or HR promptly for guidance on next steps and your obligations.

Getting help in South Africa

Cleared Mind counsellors can advise you confidentially on handling sensitive disclosures appropriately. The SADAG Mental Health Line (011 234 4837) is also a useful resource for guidance. Your HR department can clarify your organisation's specific POPIA and confidentiality policies.