Communications Privacy Policy

Scope of Policy

This policy applies to all current and prospective clients, applicants, volunteers, donors, and members of the public who communicate with VLB via: 
 

• Telephone calls (incoming or outgoing) 

• Text messages (SMS/MMS) 

• Voicemail messages 

• Automated or manual calling/texting systems used by VLB 
   

This policy supplements VLB’s general privacy practices and confidentiality obligations. 

Information We Collect

When you contact VLB by phone or text, we may collect the following information: 
 

• Your name and phone number 

• The date, time, and duration of calls or texts 

• The content of text messages, voicemails, or call notes 

• Information you voluntarily provide related to your legal issue (such as household status, county of residence, or general case type) 
   

We do not intentionally collect sensitive personal information through text message and strongly discourage sending confidential or highly sensitive information (such as Social Security numbers, full dates of birth, financial account numbers, or detailed case facts) via text.

How We Use Calls and Text Messages

VLB uses phone calls and text messages to: 
 

• Respond to inquiries and requests for legal assistance 

• Provide updates about intake status, appointments, clinics, or deadlines •  

• Request or confirm basic information necessary for eligibility screening •  

• Communicate with current clients regarding their case or follow-up needs 

• Share limited administrative or program-related information 
   

Texting and calling are used primarily for convenience and efficiency and are not a substitute for formal legal advice or confidential written communications.

Consent to Text and Calls

By providing your phone number to VLB, you consent to receiving calls and/or text messages from us for purposes related to our services. 

• Message frequency may vary.

• Standard message and data rates may apply depending on your mobile carrier. 

• VLB does not send marketing or fundraising text messages without appropriate consent.
   

You may opt out of text messages at any time by notifying VLB staff. Opting out of texts does not affect your ability to receive services but may limit certain reminders or updates.

Confidentiality and Limitations of Texting

While VLB takes reasonable steps to protect your information, text messaging and voicemail are not fully secure communication methods. 

• Messages may be viewed by others with access to your phone. 

• Messages may be stored by your mobile carrier or on third-party systems. 
   

For this reason: 

• Legal advice, sensitive facts, and detailed case communications are generally handled by phone call, secure forms, or other approved methods. 

• Text messages are typically limited to scheduling, reminders, and brief administrative communications.

Voicemail & Data Retention

Voicemails left for VLB may be stored and reviewed by authorized staff. By leaving a voicemail or continuing a call after notice, you consent to such recording or documentation.

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Call logs, text messages, and voicemails may be retained in accordance with VLB’s record retention policies and applicable legal and ethical requirements. Information is retained only as long as reasonably necessary for operational, legal, or compliance purposes.

Information
Selling

VLB does not sell, rent, or trade phone numbers or text message content. 

Information obtained through calls or texts may be shared only: 
 

• With authorized VLB staff and volunteers as necessary to provide services 

• With technology service providers that support our phone or messaging systems, under confidentiality obligations 

• When required by law, court order, or ethical obligations

Changes to this Policy

VLB may update this Texting & Calling Privacy Policy from time to time. Updates will be posted on our website or made available upon request. Continued communication with VLB after changes take effect constitutes acceptance of the updated policy.