ICGH Text Messaging Policy

Policy Title

Text Messaging Communication Policy

Purpose

Integrated Care for Greater Health (ICGH) utilizes text messaging as a communication tool to enhance engagement with applicants, candidates, clients, and other authorized recipients. This policy establishes requirements for the appropriate use of text messaging while protecting privacy, ensuring compliance, and maintaining professional communication standards.

Policy Statement

ICGH may utilize approved text messaging platforms to communicate with individuals who have provided consent to receive text messages. All text communications must be conducted professionally, securely, and in accordance with applicable federal and state regulations.

Procedures

1. Text Message Identification

All text messages sent through the approved messaging module are delivered from the same phone number regardless of which staff member sends the message.

To ensure clear communication:

• Staff should identify themselves in the initial message when contacting an individual.
• When multiple staff members may communicate with the same individual, staff should include their name, title, department, or a signature line in messages whenever appropriate.
• Staff should clearly announce their identity when beginning a new conversation or responding after an extended period of inactivity.

2. Consent and Opt-In Requirements

ICGH will only send text messages to individuals who have voluntarily opted in to receive text communications.

Requirements include:

• Consent must be obtained prior to sending text messages.
• Individuals may revoke consent and opt out at any time.
• Upon receipt of an opt-out request, no further text messages shall be sent except as required to confirm the opt-out request or as otherwise permitted by law.
• Staff shall respect and promptly process all opt-out requests.

3. Business Hours Communication

Text messaging should primarily occur during normal business hours.

Staff shall:

• Limit non-emergency text communications sent outside of established business hours.
• Use discretion when communicating after hours to avoid unnecessary disruption to recipients.
• Ensure after-hours communications are limited to urgent or operationally necessary matters.

4. Appropriate Use

Text messaging shall be used for appropriate business-related communications, including:

• Appointment reminders
• Scheduling updates
• Follow-up communications
• Recruitment and applicant communications
• Service coordination and engagement activities

Text messaging shall not be used to transmit confidential, sensitive, or protected information unless authorized through a secure, approved platform and permitted by applicable privacy regulations.

5. Record Retention

All text message communications conducted through the approved messaging module are retained within the system.

• Message history will remain preserved even if the texting feature is disabled.
• Records shall be maintained in accordance with ICGH record retention policies and applicable regulatory requirements.

6. Disabling Text Messaging

The text messaging function may be disabled at any time by authorized administrators.

When disabled:

• No additional text messages may be sent through the module.
• Existing message history and communication records will remain available and preserved within the system.

Compliance

Failure to adhere to this policy may result in corrective action up to and including disciplinary measures consistent with ICGH policies and procedures.

Related Policies

• Privacy and Confidentiality Policy
• Electronic Communications Policy
• Records Retention Policy
• Information Security Policy