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Westbrook Health Services SMS Enabled Crisis Hotline

Disclaimer & Privacy Policy
If you are in danger or need emergency help, call 911 or your local authorities.
Scope of Service

We offer SMS-enabled crisis support through our Crisis Hotline at 304-485-1725. Patients in crisis can initiate contact via SMS, either to schedule further interactions or to engage in ongoing SMS conversations if they feel more comfortable. Our aim is to provide a supportive and accessible channel for patients to seek assistance and interact with healthcare professionals during difficult times.

Before using SMS crisis support, please read the following. By accessing or using our service, you agree to the terms of service and privacy policy outlined below. You may contact us by phone at 304-485-1721 with any questions about these terms. If you do not agree to the terms, you may choose not to use the Westbrook Health Services SMS Enabled Crisis Hotline. Alternatively, you may call our crisis hotline at 304-485-1725 or 800-579-5844. A list of other hotlines is available at http://psychcentral.com/lib/common-hotline-phone-numbers/.

Privacy and Security

We take your privacy and security seriously and employ reasonable security measures, including encryption, to safeguard your information. However, please note that SMS remains an imperfectly secure environment. While we strive to protect your data, Westbrook Health Services cannot guarantee complete protection from intruders or interceptors. By using our SMS crisis support and submitting information, you agree to do so at your own risk, and acknowledge that Westbrook Health Services bears no liability regarding unauthorized access to SMS crisis support or associated data.

Introduction; Scope

At Westbrook Health Services (“SMS enabled crisis hotline,” “We,” “Us”), our primary goal is to assist individuals in crisis. We aim to help individuals transition from emotionally heightened "hot" moments to de-escalated "cool" moments, equipping them with tools to manage future crises independently. Additionally, we prioritize creating a safe environment for individuals to share their concerns and feelings via text communication, enabling us to provide appropriate support.

To ensure the security of your information, we communicate our privacy and security guidelines to our employees and crisis counselors. This privacy policy outlines the information we collect during your use of our crisis hotline, how we use it, and your rights regarding its use.

Your Consent and Changes in Privacy Policy

By utilizing our crisis hotline, you consent to the practices outlined in this privacy policy. Westbrook Health Services reserves the right to modify this privacy policy periodically, and any such changes will be effective immediately upon posting on our website at https://www.westbrookhealth.org. Your continued use of SMS crisis support following any revisions constitutes acceptance of the updated privacy policy and terms.

Collection and Use of Personally Identifiable Information (PII)

"Personally Identifiable Information" (PII) refers to data that can uniquely identify you, such as your full name or home address. While using our crisis hotline, you may be prompted (but not required) to voluntarily provide PII, including your home address or email address. We only request this information if we believe it will enhance our ability to serve you better.

Although we may collect PII, we do not sell, license, or share it with third parties except as outlined below. Westbrook Health Services utilizes collected information to improve our services, contact you, provide internal reporting, and fulfill your requests, including referrals to other services.

The following section provides examples of the types of PII collected through SMS crisis support and how we may utilize it.

What Personally Identifiable Information (PII) We Collect

We only collect the phone number from which you text us and any voluntarily provided PII. Examples of PII we may request include:

  • Your name, age, and zip code when you contact Westbrook Health Services.

  • Information about friends, family members, or others in need of our services, including their names and zip codes.

  • Current location details in situations involving imminent danger or emergency assistance.

 
How We Use Your Personally Identifiable Information (PII)

We utilize PII to enhance our services, including:

  • Internal purposes such as auditing, data analysis, and research.

  • Personalizing your experience with us and improving service features and functionality.

 

Disclosure to Third Parties

At times, we may share certain PII with strategic partners. Additionally, if a crisis counselor identifies imminent harm or suspects abuse or neglect, they may contact local authorities to ensure your safety. Information, including PII, shared with Westbrook Health Services may be viewed by crisis support staff or counselors for quality control and assistance purposes. Anonymous feedback may also be shared internally for evaluation and improvement.

Outside Referrals

We may refer you to other hotlines or programs and provide their contact information. However, we do not disclose your contact information to these entities. Different privacy policies may apply to their use or disclosure of PII, and we encourage you to inquire about their practices before sharing information.

Other Third Parties; Legal Processes

In specific circumstances, we may disclose collected PII to third parties to:

  • Comply with legal obligations or respond to legal processes.

  • Protect the interests, rights, safety, or property of Westbrook Health Services or its affiliates.

  • Enforce our privacy policy or terms.

  • Facilitate corporate transactions or address fraud, security, or technical issues.

 

How We Protect Your PII

Westbrook Health Services employs various measures to safeguard your PII from unauthorized access, disclosure, alteration, or destruction. These measures include administrative, technical, and physical controls, with information stored securely on servers accessible only by authorized personnel and third parties per established practices.

 

You Should Also Protect Yourself

While we take measures to protect your PII, we advise you to exercise caution regarding its disclosure. We cannot control the actions of third parties unrelated to Westbrook Health Services and suggest deleting conversations and clearing history if you wish to enhance privacy.

Contact Us

If you have questions or concerns about our privacy policy or practices, please contact our privacy officer at 304-485-1721. For information about our Notice of Privacy Practices for other services, please refer to this link.

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