Enlace Services, Inc., doing business as Enlace, formerly known as the Western NY Coalition of Farmworker Serving Agencies, Inc. ("Enlace," "we," "our," or "us") operates the Enlace Community Response Hotline (the "Hotline") to provide community members with information, referrals, alerts, and support services.

By contacting or interacting with the Hotline by phone call, SMS/text message, or other communication methods, you agree to the terms outlined in this Hotline Terms of Use and Privacy Policy.

1. Purpose of the Hotline

The Enlace Community Response Hotline exists to support community members by providing timely information, referrals, and assistance related to:

• Immigration enforcement alerts and community safety concerns • Labor rights and workplace issues • Access to legal, health, housing, and social services • Emergency support and crisis response • Connections to trusted legal and community-based organizations • Updates related to previously requested assistance

We recognize that communications through the Hotline may involve sensitive and personal information. Enlace is committed to protecting the privacy, dignity, and safety of all individuals who contact us.

2. Scope

This policy applies to:

• Individuals who contact the Hotline by phone or text • Individuals receiving follow-up communication from Enlace • Enlace staff, volunteers, interns, contractors, partners, and board members who manage or access Hotline communications or data

3. Information We May Collect

Depending on the nature of the request, communications with the Hotline may include:

• Immigration enforcement alerts or safety concerns • Labor rights questions or workplace-related issues • Requests for emergency assistance • Requests for referrals to legal or social services • Updates related to previous assistance requests

Individuals may voluntarily provide limited personal information such as:

• Name • Phone number • Preferred language • General location • Description of assistance needed

You are not required to provide personal information to receive general information or referrals.

We encourage individuals to share only the information they feel comfortable providing.

4. How Information Is Used

Information shared through the Hotline is used solely to:

• Respond to inquiries and requests for assistance • Provide accurate information and referrals • Coordinate services with trusted legal or community partners (with permission) • Provide follow-up support when requested • Improve Hotline services using aggregated or de-identified data

Enlace does not sell, trade, rent, or share personal information for marketing or commercial purposes.

5. Confidentiality and Limited Disclosure

All Hotline communications are treated as confidential.

Information will not be shared with immigration enforcement agencies, law enforcement, or other third parties without consent, except:

• When required by law • When necessary to prevent imminent harm or danger

When referrals are made to partner organizations, only the minimum necessary information will be shared and only with the individual's permission.

6. SMS/Text Messaging Terms

Enlace may communicate with individuals via SMS/text messaging to provide:

• Community alerts • Information updates • Referrals to services • Follow-up support related to Hotline requests

Opt-In to SMS Messages

By providing your mobile phone number to the Enlace Hotline or texting the Hotline number, you consent to receive SMS messages from Enlace related to community alerts, assistance requests, or service updates.

Opt-in may occur by:

• Texting the Hotline number • Providing verbal consent during a call • Providing your number during a service request • Signing up through an Enlace form or outreach event

Consent to receive messages is not required to receive services.

Message Frequency

• Message frequency may vary depending on the nature of the request, alerts, or follow-up assistance.

Message and Data Rates

• Message and data rates may apply depending on your mobile carrier plan.

• Enlace is not responsible for any fees charged by your wireless carrier.

Opt-Out of SMS Messages

• You may opt out of receiving text messages at any time by replying: STOP to any Enlace message.

• After opting out, you will receive a confirmation message and will no longer receive SMS messages from the Hotline.

• Opting out of SMS does not prevent you from calling the Hotline or accessing services through other methods.

Help

• For assistance with SMS messages, reply: HELP or contact us using the information listed below or info@enlaceny.org with “Hotline” in the subject.

7. Mobile Information Protection

Enlace does not share, sell, rent, or disclose mobile phone numbers or SMS consent information to third parties or affiliates for marketing, fundraising, lead generation, or commercial purposes.

Mobile information will only be shared:

• With the individual’s consent for service coordination • When required by law

8. Data Storage and Security

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

Security practices include:

• Restricted access to authorized personnel • Staff confidentiality training • Data protection and cybersecurity safeguards • Secure communication platforms

Reasonable administrative, technical, and physical safeguards are used to protect information from unauthorized access, disclosure, or misuse.

9. Data Minimization and Retention

Enlace collects the minimum amount of information necessary to provide support.

Personal information is retained only as long as necessary to:

• Respond to requests for assistance • Provide follow-up support • Meet legal or reporting obligations

When no longer needed, information is securely deleted or destroyed in accordance with Enlace internal policies.

10. Anonymity and Voluntary Participation

Individuals may contact the Hotline anonymously. Participation is voluntary, and individuals may decline to answer any question. Declining to provide personal information will not prevent access to general information or referrals.

11. Legal Compliance

Enlace complies with applicable federal, state, and local privacy laws.

If disclosure of information is legally required, Enlace will limit disclosure to what is strictly necessary and will inform the affected individual when legally permitted.

12. Policy Enforcement

Violations of this policy by Enlace staff, volunteers, contractors, or partners may result in disciplinary action, including termination of access or affiliation.

All personnel who access Hotline information must acknowledge and comply with this policy.

13. Updates to This Policy

Enlace may update this policy as legal requirements, technology, or services evolve. Updated versions will be made available through Enlace communication channels.

14. Contact Information

For questions about this policy or the Enlace Community Response Hotline, please contact:

Enlace Services, Inc. Email: admin@enlaceny.org Phone: 585-201-8703

Effective Date: March 7, 2026