Personally Identifiable Information is information about you that would identify you, such as your name or address. The NYC Well Chat and SMS texting is intended to be a confidential service and you do not have to provide personally identifiable information to use the services. Chats and SMS Texting sessions are recorded for quality control purposes.
The NYC Well Chat and SMS services are staffed by trained counselors, peer support specialists, and supervisors to help you during online sessions. Any information you share during a Chat or SMS Texting session may be viewed by a counselor, peer support specialist, and one or more supervisor. In addition, the Chat or SMS Texting session may be reviewed by supervisors or other authorized employees for quality control purposes.
If you provide feedback though an anonymous feedback survey following your session, that feedback may be shared with the counselor and/or peer support specialist assisting you, with supervisors and other personnel at Vibrant Emotional Health as applicable.
If we are concerned about your safety or the safety of others, we may provide your telephone number or other identifying information to public safety workers (for example, police dispatch or an emergency medical team) so that they can take appropriate action. We also may be required by governmental authorities or a court of law to disclose Personally Identifiable Information or information you have shared under certain circumstances.
Information which does not identify you may be used for research purposes and to improve our understanding of users’ concerns and needs. We may also use this data for internal recordkeeping, service improvement, and may share it with our funders, supporters, and researchers. De-identified or aggregate data may be provided to the media or others.
We may use service providers to facilitate our services or employ other companies to perform functions on our behalf, such as website hosting, cloud based storage, and data analysis. These providers or companies may have access to Personally Identifiable Information necessary for them to provide their function or service and agree not to use it for any other purpose.
We employ various security techniques to protect your personal information from unauthorized access. Although we believe that we take appropriate measures to safeguard against unauthorized disclosures of information, we cannot guarantee that your personally identifiable information or communications will never be disclosed in a manner inconsistent with this policy, and make no representation or warranties regarding the sufficiency or our security measures. You agree that Vibrant Emotional Health has no liability regarding unauthorized access to your personally identifiable information or other disclosures made through the NYC Well chat or SMS text services.