211 DuPage Privacy Policy
Purpose
We are committed to protecting individual privacy and securing personal information made available to us when calling 211 DuPage. This privacy policy describes what information is made available to employees of DuPage County Department of Community Services, who administers the 211 DuPage program, and how that information is managed.
What Data We Collect
We have the ability to collect data elements in our call management system. Before collecting data, we first ask each inquirer for permission. We ask each inquirer at the beginning of each phone call if we can obtain demographic information for statical purposes only and/or follow up for additional services if needed. An inquirer can provide some, all or none of the requested information, remaining anonymous is an option to receive 211 services unless immediate risk is determined; see confidentiality policy. Currently the data elements collected are: phone number, age, race/ethnicity, gender, zip code, and how someone heard about 211.
How Data is Collected
Information Automatically Provided:
When calling 211DuPage an inquirer’s phone number is automatically displayed. This information is not immediately stored. Our 211 Specialists only record this information after consent is given. The only exception to this is in crisis situations where immediate risk has been determined.
Information Inquirer Provided:
Inquirers do not have to provide any information to obtain information from 211 DuPage. However, for some services, we may need some personal information such as your name and email address. These services include requests to:
- Email resources
- Provide advocacy services
- Follow up assistance
Why Data is Collected
Aggregated data helps us better understand how people are accessing and using 211DuPage. It also helps us to identify what types of services are needed in the community, guides our efforts in resource management, research, guides outreach efforts, and identifying possible gaps in community needs which is then shared with local funders.
Who Data is Shared with
The information provided is accessed and used by employees of DuPage County Department of Community Services for the purposes as stated in this policy and will not be shared to another third party without consent.
Aggregate data is reported to third parties such as funders and community organizations.
Third Party Tools and Products
The texting service used by 211DuPage is Prevention Pay. For end user privacy, terms, and conditions of texting with 898211, please visit Prevention Pays.
The call management system used is provided by WellSky, which is also used for the DuPage County Continuum of Care’s Homeless Management Information System (HMIS). Review the HMIS Standard Operating Procedures (SOP), including the Privacy Plan, HMIS SOP.
Contact Us
Questions or concerns regarding how we use data or privacy can be submitted at [email protected], or by mail at DuPage County Department of Community Services, 421 N County Farm Rd., Wheaton IL 60187, Attn: 211 DuPage.