Introduction

This Privacy Policy describes how Enlace Services, Inc., dba Enlace, formerly known as the Western NY Coalition of Farmworker Serving Agencies, Inc. ("Enlace," "we," "our," or "us") collects, uses, stores, and protects information shared by individuals who contact or use the Enlace Community Response Hotline (the "Hotline").

The Hotline exists to support community members by providing timely information, referrals, and assistance related to immigration enforcement alerts, labor rights, access to services, emergency support, and connections to legal and community-based resources. We recognize that communications through the Hotline may involve sensitive and personal information, and we are committed to protecting the privacy, dignity, and safety of all individuals who use it.

This policy is designed to: 

• Safeguard the confidentiality and security of information shared through the Hotline. 

• Minimize the collection and retention of personally identifiable information (PII). 

• Ensure responsible and ethical handling of sensitive communications. 

• Comply with applicable federal, state, and local privacy and data protection laws.

• Build trust with community members, including immigrant and farmworker communities.

Scope:

This policy applies to all individuals who contact or interact with the Enlace Community Response Hotline, including callers, texters, and individuals receiving follow-up communications. It also applies to all Enlace staff, volunteers, interns, contractors, members, board members and partners who manage, access, or respond to Hotline communications or data.

1. Information Collected:

Through the Hotline Depending on the nature of the request, messages or calls to the Hotline may include:

• Immigration enforcement alerts or community safety concerns.

• Labor rights questions or workplace-related issues. 

• Requests for emergency assistance or crisis support.

• Referrals to legal, health, housing, or social services. 

• Updates related to assistance previously requested.

• Limited personal information such as name, phone number, preferred language, or location, when  voluntarily provided.

Individuals are not required to share personal information to receive general information or referrals. We encourage users to share only what they feel comfortable providing.

2. Purpose and Use of Information Information shared through the Hotline is used solely to:

• Respond to inquiries, alerts, or requests for assistance.

• Provide accurate information, referrals, and follow-up support. 

• Coordinate services with trusted legal and community partners, when authorized. 

• Improve Hotline operations, training, and service quality (using de-identified or aggregated data when possible).

3. Confidentiality and Limited Disclosure:

• All Hotline communications are treated as confidential. 

• Information will not be shared with immigration enforcement agencies, law enforcement, or third parties without the individual’s consent, unless required by law or necessary to prevent imminent harm. 

• When referrals are made to external legal or community organizations, only the minimum necessary information is shared, and only with the individual’s permission. 

• Enlace does not sell, trade, or rent personal information under any circumstances to third parties for marketing, fundraising, lead generation, or commercial purposes. 

4. Data Storage and Security: 

• Hotline data is stored only in secure, access-controlled systems approved by Enlace. 

• Access to Hotline information is limited to authorized personnel who require it to perform their job duties. 

• Staff are trained on confidentiality, trauma-informed response, and data security practices.

• Reasonable administrative, technical, and physical safeguards are in place to protect information from unauthorized access, disclosure, alteration, or destruction.

5. Data Minimization and Retention:

• Enlace collects the least amount of information necessary to provide support. 

• Personal information is retained only as long as needed to fulfill the purpose of the request or comply with legal and reporting obligations. 

• When information is no longer needed, it is securely deleted or destroyed in accordance with Enlace’s internal data retention policies.

6. Anonymity and Voluntary Participation: 

• Individuals may contact the Hotline anonymously. 

• Participation in the Hotline is voluntary, and individuals may choose not to answer any question. 

• Declining to share personal information will not affect access to general information.

7. Communications and Follow-Up: 

• Follow-up messages or calls are made only when requested or consented to by the individual.

• Communications are limited to topics related to the original request or ongoing assistance. 

• Messaging platforms and phone systems used by Enlace follow internal security and access control standards.

8. SMS and Text Messaging Privacy:

• Enlace may use SMS/text messaging to share information, alerts, referrals, or updates related to requests made through the Community Response Hotline. 

• We do not share, sell, rent, or disclose mobile phone numbers or mobile information to third parties for marketing, fundraising, lead generation, or commercial purposes. 

• Mobile information will never be shared with third parties except as required by law or with the individual’s explicit consent for service coordination. 

• Individuals may opt out of text messages at any time by replying STOP to any message. A confirmation message will be sent. 

• Message frequency may vary depending on the nature of the request or assistance. 

• Message and data rates may apply based on the individual’s mobile carrier. 

• Opting out of SMS messages will not affect access to non-text-based services or general information.

9. Children and Vulnerable Populations:

• The Hotline may receive communications related to families, children, or vulnerable individuals. 

• Enlace takes additional care to protect sensitive information and uses trauma-informed and culturally responsive practices. 

• Information involving minors is handled with heightened confidentiality and care.

10. Legal Compliance:

Enlace complies with applicable privacy, confidentiality, and data protection laws. If disclosure of information is legally required, Enlace will limit disclosure to what is strictly necessary and, when permitted, will inform the affected individual.

11. Policy Enforcement: 

• Violations of this Privacy Policy by staff, volunteers, or contractors may result in disciplinary action, up to and including termination of access or affiliation with Enlace. 

• All personnel with access to Hotline information must acknowledge and adhere to this policy.

12. Changes to This Policy:

Enlace may update this Privacy Policy as practices, technology, or legal requirements evolve. Updates will be made available through Enlace communication channels as appropriate.

13. Contact Information:

For questions about this Privacy Policy, concerns about privacy, or requests related to Hotline information, please contact: Enlace Services Inc,  via email at info@enlaceny.org or by phone: at 585-201-8703.