Staff paid and volunteer will, to the best of their ability, ensure confidentiality and privacy in regard to history, records, and discussions about the people we serve.  The very fact that an individual is served by this nonprofit must be kept private or confidential; disclosure can be made only under specified conditions, which are described below, for reasons relating to law enforcement and fulfillment of our mission. This means that staff shall not disclose any information about a person, including the fact that the person is or is not served by Community Assistance Center, to anyone outside of this organization unless authorized by the executive director or other authorized personnel.  The principle of confidentiality must be maintained in all programs, departments, functions and activities.

• No information requested by someone outside the nonprofit will be given over the telephone. Staff is instructed to respond with the statement: “Nonprofit policy does not permit me to give out this information.”  That includes whether or not a person is or has been served by this nonprofit unless authorized in writing by the client.
• Before information is released, release-of-information forms will be explained and completed in the presence of the person about whom any information may be released.
• No information about individuals or records will be released to state, federal, or other agencies that enables the identification of any person by name, address, Social Security number, or other coding procedure.
• If records are inspected by an outside agency, the individual(s) who inspect the records must be specifically authorized to do so by the executive director.  The taking of notes, copying of records, or removal of records is specifically prohibited in such cases.
• Staff will not discuss any individual’s record with unauthorized individuals, whether on or off duty.  All staff is required to sign a confidentiality acknowledgment stating their responsibility and commitment in regard to client information.

CAC Clients Have the Right to:

• Receive professional, courteous, and caring assistance that respects and appreciates differences related to race, ethnicity, national origin, gender, sexual orientation, religion, personal values, age, disability, and economic or veteran status.
• Fair Treatment
  You have the right to expect us to apply eligibility criteria fairly and impartially.
• Courtesy and Consideration
  Clients have the right to be treated with courtesy, respect, and consideration.
• Privacy and Confidentiality
  You have the right to expect that your personal and financial information is protected against unauthorized use or disclosure. We do not release information without your written permission, except upon court order, as required by law (as in the case of certain communicable diseases and reports of child abuse), or as required, in our judgment, to protect you or others from physical danger.
• Information
  You have the right to get complete, accurate, and clear information about your rights, entitlements, and obligations you need to participate in decisions about your care, and to give consent before any information or referrals are completed.
• Entitlements
  You have the right to every service you are eligible for
• Formal Review
  If you believe you have not received fair treatment or inadequate services, you have the right to appeal your case. If you feel your rights have not been respected, we encourage you to speak with a supervisor.

• To provide accurate and complete information about your current situation and provide documentation.
• To ask questions to make sure you understand the services you will receive and any instructions.
• To follow through on pending documentation to obtain services.
• To keep your appointment, or change or cancel it in a timely manner, to allow others in need to have access to services.
• To use services wisely, be aware of costs of services and not waste resources.
• To be respectful of others, including staff, volunteers and clients.
• To communicate with volunteers or a staff member if you have concerns or suggestions about the care you receive here, so we can work together to provide you with the best possible service in the future.