Privacy Notice for people who use HopeLinx through their organization

This notice is for staff, residents and anyone else who uses HopeLinx because a recovery housing organization set up an account for them, sent them a form, or sent them a link to pay. It explains what information is in HopeLinx, who is responsible for it, and the choices you have.

HopeLinx is made by HopeLinx LLC, an Ohio company. We provide the software. The organization that gave you access ("your organization") decides what information is kept about you, who on its staff can see it, and how long it is kept. We handle that information on your organization's behalf and under its instructions.

Our public website, hopelinx.com, has its own Privacy Policy. It covers visitors to the website, not the information inside HopeLinx.

What information is in HopeLinx

Your account. Your name, Login ID, email address, phone number, a photo if one was added, your role, and the properties and shifts you are assigned to.

Records your organization keeps. For residents this can include housing and bed assignments, move-in and move-out dates, forms you have filled out, notes staff write, medications, drug and alcohol test results, emergency contacts, insurance and employment details, payments and balances, and anything else your organization chooses to record. For staff it can include schedules, shift reports and the actions you take in HopeLinx. Your organization controls what is recorded.

Messages. Chat messages inside HopeLinx, and the texts and emails your organization sends you through HopeLinx (reminders, codes, receipts, notices).

Location check-ins. If your organization uses the Tracker and you have allowed location access on your device, HopeLinx records the check-ins and check-outs your organization has set up. You can turn location access off in your device settings at any time; your organization may have its own rules about that.

Sign-in records. The time of each sign-in, the IP address and the type of device and browser, kept so your organization and we can spot a sign-in that is not you.

Usage and error information. Which pages are opened, which features are used, and errors that happen, so we can keep HopeLinx working. See "Product analytics" below for what this does and does not include.

How the information is used

Only to run HopeLinx for your organization: to show your organization's staff the records their role allows, to send the messages your organization asks us to send, to take payments your organization sets up, to keep accounts secure, and to fix problems.

We do not sell your information. We do not use it for advertising. We do not use it to train artificial intelligence models.

HopeLinx AI

If your organization turns on HopeLinx AI, its staff can ask questions in plain language and HopeLinx answers from the records that staff member is allowed to see. To produce an answer, the relevant records are sent to OpenAI under a Business Associate Agreement and a zero-data-retention arrangement: OpenAI does not store the information after answering and does not use it to train its models. Any change HopeLinx AI proposes to a record is held until a staff member approves it.

Product analytics

To keep HopeLinx working and to learn which features help, HopeLinx sends us error and usage information through PostHog, an analytics service: which pages are opened, which features are used, and clicks that do not seem to work. It may also record how the screen is used so we can see what went wrong when someone reports a problem. Resident information (names, photos, contact details, records and anything else about a resident) and everything typed are hidden on the device before anything is sent; the rest of the page, such as menus and settings, stays visible. A resident's session is recorded only so that an error on their screen can be understood and fixed, is masked the same way, and is identified only by the account's internal number. We keep recordings for no more than 90 days. Your organization can turn resident recordings off in Settings → Features and can ask us to turn recordings off for its staff.

Texts and emails

Your organization may send you texts and emails through HopeLinx: reminders, sign-in and verification codes, receipts and notices. To stop texts, reply STOP to any text; reply HELP for help. Message and data rates may apply. Stopping texts may mean you miss reminders your organization relies on, so tell your organization if you do.

Who else sees the information

Your organization's staff, according to the role and permissions your organization gives each person. Private information (government ID numbers, health, legal and money details) is shown only to staff whose role includes it.

Service providers that work for us, who may use the information only to provide their service to us: MongoDB Atlas (database hosting), Amazon Web Services (file storage), Cloudflare (network security), Stripe (payments), Twilio (text messages), our email delivery provider, OpenAI (HopeLinx AI, as described above), PostHog (usage and error analytics) and HERE (address lookup and maps). Everything is stored in the United States.

When the law requires it, such as a valid court order, or to protect someone's safety. Where the law allows, we tell your organization first.

If HopeLinx changes hands through a merger or sale, the information goes with the service, under this notice.

Nobody else. We never give your information to advertisers or data brokers.

How long it is kept

As long as your organization keeps its HopeLinx account and the record. Your organization can delete records and accounts itself. When an organization leaves HopeLinx, its information is deleted 30 days after its account ends unless the law requires us to keep it longer. Backups are taken daily and kept for 8 days. Analytics recordings are kept for no more than 90 days.

Your choices

Because your organization is responsible for your records, requests to see, correct or delete them go to your organization. We help organizations answer those requests. Some states give their residents specific privacy rights, such as the right to know what is held about them, to correct it, or to delete it; your organization handles those requests, and you can also write to us and we will pass the request on. You can update your own contact details and notification choices in your profile.

Children

HopeLinx is designed for adults. If an organization serves people under 18, it is responsible for the consents the law requires.

Security

How we protect this information is described in How HopeLinx protects your information.

Changes

When this notice changes in a way that matters, we update the date above and tell organizations through HopeLinx.

Contact

HopeLinx LLC, Ohio, United States. Email: info@hopelinx.com.