Privacy Policy

Our agency is committed to assuring the privacy of individuals and/or families who have contacted us for assistance. We realize that the concerns you bring us are highly personal in nature. We assure you that all information shared both orally and in writing will be managed within legal and ethical considerations. The following are examples of how this data may be used:

All Clients

• To assist us in our work with you, our staff may seek supervision/consultation with professional colleagues within the agency and, where appropriate and necessary, with other resources in the community.
  
• For the purpose of evaluating our services, gathering valuable research information and designing future programs, we may use aggregated case file information. Your anonymity will be maintained through the use of your client number or by using aggregate data in all circumstances.

Counseling Only

• For counseling only clients, we will confirm with your creditors if asked:
  • Verification of Appointment
  • Date of Counseling
  • Disposition: i.e.
    • Client will handle affairs on their own
    • Pending action

Mortgage Default and Debt Management

• For clients needing our intervention on your behalf through Mortgage Default or Debt Management, we will disclose the following information to your lender/creditors:
  • Your address and home phone number, if published
  • Total debt information · Income, net and gross
  • Living expenses
  • A list of your creditors
  • Personal information concerning your financial circumstances, but not lifestyle or personal habits
  • Place of employment will be verified only
    
• We collect nonpublic personal information about you from the following sources:
  • Information we received from you on our applications or other forms you provide;
  • Information about your transactions with us, your creditors, or others, and;
  • Information we receive from a credit reporting agency.

General

In all other situations, your information may be released to appropriate individuals or agencies ONLY WITH YOUR SIGNATURE PERMITTING US TO DO SO, or when our staff has been served by a valid subpoena.

Third Party

The following PRIVACY POLICIES detail circumstances under which we will release your information to a third party:

• We may disclose some or all of the information that we collect, as described below, to creditors, or third parties who need this information in order for us to assist you after a counseling session. Information includes but is not limited to:
  • Information we receive from your applications or other forms, such as your name, address, social security number, assets, and income;
  • Information about your transactions with us, your creditors, or others, such as your account balance, payment history, parties to transactions and credit card usage; and
  • Information we receive from a credit reporting agency, such as your credit history.
    
• We may disclose all of the information that we collect, as described above, to creditors and related financial institutions who need this information in order to put you on a debt management plan (DMP) or mortgage workout.
  
• We restrict access to nonpublic personal information about you to those employees who need to know that information to provide services to you. We maintain physical, electronic, and procedural safeguards that comply with federal regulations to guard your nonpublic personal information. However, several of our grantors require that we provide some nonpublic information about you in order to provide proof of counseling services provided and outcomes achieved.

Fraud Policy

Family Services, Inc. (the Company) is committed to preventing, identifying, and reporting any fraudulent activity related to the Company’s services, activities and administration of grants.    Fraud may include but is not limited to false statements provided by or to staff, contractors, clients, beneficiaries and stakeholders.  Fraudulent activities may include but are not limited to knowingly misrepresenting income or expenses, assisting or counseling anyone to misrepresent facts or circumstances related to eligibility for programs or benefits, bribery, kickbacks, theft or embezzlement, forgery or alteration of documents, destruction or concealment of records, profiting from insider knowledge, or a conflict of interest.  The Company will investigate any reports of fraud.  The Company reserves the right to involve law enforcement authorities in its investigation.  Any documented fraudulent activity may result in administrative or criminal action being taken against those involved including termination from any program sponsored by the Company or termination from employment by the Company.  The Company will not retaliate against any party who reports fraud, criminal activities or other program irregularities.  Any suspected fraudulent activity should be reported to the Company’s currently appointed Risk Manager with sufficient specificity to facilitate an investigation.