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Privacy Policy

These Terms outline the rules governing the use of our site, technology, and communications.

Acceptance of terms

By accessing or using our website, tools, or services, you agree to these Terms and to our Privacy Policy. If you do not agree, please do not use our site or services.

If you have privacy concerns at any point, whether you’re using LEO, receiving SMS updates, or working with a Patient Navigator, our policy outlines how we protect your information and how to contact us for support.

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PRIVACY POLICY

Link Health is committed to maintaining the highest standards of data privacy and security in all our programs and initiatives. This Privacy Policy serves to formally document and communicate our dedication to protecting the confidentiality and integrity of the data entrusted to us.

Principles of Our Data Privacy Policy

Confidentiality and Security: We ensure that all personal and sensitive data collected through our programs are kept strictly confidential. Access to this data is limited to authorized personnel who have a legitimate need to access it in connection with their job responsibilities. We employ industry-standard security measures, including encryption and secure storage, to protect data from unauthorized access, alteration, or disclosure.

Compliance with Laws and Regulations: Our data handling practices are in strict compliance with applicable data protection laws and regulations. We continually update our policies and procedures to stay aligned with evolving legal standards, ensuring that we meet or exceed all legal requirements.

Data Collection and Use: The collection of data is limited to what is necessary for the effective delivery and enhancement of our services. We are transparent about how we use the data we collect and ensure it is used only for the purposes for which it was collected. We collect data with your explicit consent and use it to provide better service, improve our programs, execute research, and communicate effectively with our participants. At any time, you may contact us to opt out of communication from us, and to request that your information be deleted from our systems.

Data Sharing and Disclosure: We do not publish, share, or disclose any personal data collected through our programs without explicit consent, except where required by law. When data is shared with third parties, it is done under strict confidentiality agreements, ensuring the continued protection of the data. We ensure that third-party service providers adhere to our data privacy standards.

**No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Program Evaluation and Research

Link Health may use information collected through its programs, including benefit enrollment outcomes and health care utilization data received from trusted partners, to evaluate and improve services and to conduct public health research. Some evaluations are conducted under approval or waiver by an Institutional Review Board, which may allow the use of information without individual authorization while applying strict privacy protections. Results are reported only in aggregate and do not identify individual participants.

You may opt out of having your information used for evaluation or research at any time by contacting us.

Data Storage and Retention: All data is stored securely, employing industry-standard encryption and security measures. We retain data only for as long as is necessary for the purposes for which it was collected, or as required by law. Upon reaching the end of the retention period, data is securely deleted or anonymized.

Staff & Navigator Training and Awareness: Our staff receive regular training on data privacy and security, ensuring they understand their responsibilities and the importance of protecting personal data. We foster a culture of privacy awareness and vigilance among our employees.

Regular Audits and Reviews: We conduct regular audits of our data handling practices and security measures to identify and address any potential vulnerabilities, ensuring continuous improvement in our data privacy efforts. These audits help us maintain the integrity and security of the data we manage.

SMS Text Messaging & 10DLC Compliance

Link Health uses SMS text messaging to support benefit program enrollment, case management, appointment reminders, status updates, and related services. SMS is provided through Zoom Phone and participating wireless carriers.

How We Obtain Consent (Opt-In). We obtain consent to send SMS in one or more of the following ways:

  • Website forms: When you provide a telephone number and submit a form that includes the SMS disclosure immediately beneath the phone field.
  • Verbal consent: During case-management calls conducted via Zoom Phone, when authorized.
  • Text-initiated consent: When you text us first or use a published keyword to initiate communication.
  • Paper or in-person consent: When you authorize SMS in writing on Link Health intake or consent forms.

 

What We Send (and Don’t Send). We send informational/service messages such as: enrollment assistance for SNAP, WIC, Lifeline, HEAP, MSP, TAFDC, and related benefits; scheduling; reminders; follow-ups; document checklists; and links to official resources. We do not send adult content. We do not send lending or loan offers via SMS.

Message Frequency & Charges. Message frequency may vary. Message and data rates may apply depending on your mobile plan and carrier.

Opt-Out and Help. You may opt out at any time by replying STOP (or END, CANCEL, UNSUBSCRIBE, QUIT) to 617-604-2080. After you opt out, we will not send additional SMS messages, except for a one-time confirmation of your opt-out. For assistance, reply HELP or contact us at contact@ahealthierdemocracy.org.

URL Links. We may include links to official benefit portals or Link Health resources. Always verify the URL is from an official government site or a Link Health domain before entering personal information.

Data We Process for SMS. To deliver and administer SMS, we may process your phone number, carrier information, message content, timestamps, and delivery/engagement metadata. We retain this information consistent with our retention policy and applicable law.

At Link Health, the privacy and security of data are not just a legal obligation but a critical aspect of the trust and relationship we have with patients, partners, and the community. We are steadfast in our commitment to safeguarding this trust by upholding the highest standards of data privacy and security in all our operations.

Should you require further information about our Data Privacy Policy, or if you have any concerns regarding the handling of your data, please do not hesitate to contact us.

By using our services, you agree to the terms of this Privacy Policy. We reserve the right to update or modify this policy at any time, and we will notify you of any significant changes.

Organization

Link Health’s mission and role

Link Health is mission-driven, a 501(c)(3) nonprofit under the guidance of A Healthier Democracy.

We provide tools and support to help people navigate public benefit enrollment and related services.

Link Health provides program screening (patient engagement), enrollment support, and related communications to assist with public benefit applications. We do not guarantee eligibility, approval, benefit amount, processing time, or outcomes; the official program agencies make final determinations.

Data collection

Information we may collect

Depending on how you interact with Link Health, we may collect:

  • Contact information: (name, email, phone number)
  • Eligibility and application details you provide for benefit enrollment support
  • Program outcomes and service status (e.g., enrollment completion, follow-ups)
  • Website usage data (basic analytics, device/browser info where applicable). We collect information with patients' consent and use it for the purpose of delivering our services, improving our program, evaluating our performance, and following up.
Purpose

How the information is used

We use information to:

  • Provide benefit enrollment support and case management
  • Improve our programs and user experience
  • Communicate about enrollment status, next steps, and reminders
  • Conduct evaluation and public health research, with strict protections
Sharing

When we share—and when we don’t

We do not publish, share, or disclose personal data without explicit consent, except where required by law. When we work with service providers, we use confidentiality protections to help ensure they meet our privacy standards.

No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Evaluation

Improving the program while protecting privacy

Link Health may use information collected through its programs, including benefit enrollment outcomes and healthcare utilization data received from trusted partners, to evaluate and improve services and to conduct public health research. Some evaluations may be conducted under Institutional Review Board (IRB) approval or waiver. We report results only in aggregate and do not identify individual participants. You may opt out of having your information used for evaluation or research at any time by contacting us.

Security

How we protect and retain data

We store data securely using industry-standard security measures, including encryption. We retain data only as long as needed for the purposes for which it was collected or as required by law. After that, data is securely deleted or anonymized.

Our staff and navigators receive ongoing privacy and security training. We also conduct regular audits and reviews of our data handling practices to identify and address vulnerabilities and strengthen protections over time.

SMS Text Messaging & 10DLC Compliance

Link Health uses SMS text messaging to support benefit program enrollment, case management, appointment reminders, status updates, and related services. SMS is provided through Zoom Phone and participating wireless carriers.

By using our services, you agree to this Privacy Policy. We may update this policy from time to time and will notify you of significant changes.

How we obtain consent (Opt-In):
  • Website forms (disclosure beneath the phone field)
  • Verbal consent during authorized case-management calls
  • Text-initiated consent (you text us first / keyword)
  • Paper or in-person consent on intake forms
What we send (and don’t send):

We send informational/service messages (enrollment help, reminders, follow-ups, document checklists, links to official resources). We do not send adult content. We do not send lending/loan offers via SMS.

Opt-out & help:

Reply STOP (or END, CANCEL, UNSUBSCRIBE, QUIT) to opt out. Reply HELP for assistance or contact us at linkhealth@ahealthierdemocracy.org

Links:

We may include links to official benefit portals or Link Health resources. Verify the URL is an official government site or a Link Health domain before entering personal information.

SMS data processed:

We may process your phone number, message content, timestamps, and delivery metadata to administer SMS, consistent with our retention policy and applicable law.