IHS PRIVACY POLICY


When you use our services, you’re trusting us with your information. We understand this is a big responsibility and work hard to protect your information and put you in control.

This Privacy Policy explains what information we collect, why we collect it, and how you can update, manage, or delete it. It applies to our website visitors and users of our services. For clients receiving CalAIM services, we provide a separate Notice of Privacy Practices (NPP) under HIPAA upon enrollment or request, which details your rights regarding protected health information (PHI).


Effective January 1, 2025 | Last Updated July 26, 2025 |  View PDF Version |  Download PDF



Privacy Policy


Inland Housing Solutions (“we,” “us,” or “our”) is committed to protecting your privacy. This Privacy Policy describes how we collect, use, disclose, and safeguard your information when you use our services (“Services”), including our website.


By using our Services, you agree to the terms of this Privacy Policy. By visiting our website, you consent to the practices described in this Privacy Policy. Please read it carefully to understand our policies and practices regarding your information.


You don’t need to provide personal information to visit our site and access all content. The only time we ask for info is if you choose to fill out a form, like for inquiries or services. In the future, we may offer a client portal that could require information, and we’ll update you then.



Definitions


We define these terms because they’re part of the services we offer to support your health and well-being, like care coordination and housing support.

  • CBO (Community-Based Organization): A local group or organization like us serving the community. IHS is a nonprofit that provides social support services, including housing support such as navigation and tenancy assistance, and community health services.
  • AI (Advanced Technology): Modern tools and systems—including some not commonly used by nonprofit community-based organizations like ours—that help us deliver faster, more effective support to improve your experience. We may use these enhanced technologies to better serve you.
    This includes:
  • AI & Machine Learning to help identify needs, automate reminders, and analyze notes for better care.
  • Data & CRM (Customer Relationship Management) Platforms to manage services, communication, and care coordination to connect you with services faster.
  • Interoperability & Care Coordination Tools to help us securely connect systems so we can share information for better care coordination.
  • Telehealth & Remote Monitoring Technology to help us provide virtual visits and home monitoring for your convenience.
  • Workflow Automation & Case Management Systems to help us automate routine tasks organize plans for timely support.
  • Cybersecurity & Compliance Tools to help keep data secure and meet regulation and reporting requirements.
  • Analytics: Analyzing data to improve services, like tracking website usage or device types.
  • BAA (Business Associate Agreement): A contract under HIPAA that ensures vendors handling PHI protect it appropriately.
  • CalAIM: California Advancing and Innovating Medi-Cal, a program improving healthcare and support services, including housing navigation and care management.
  • Community Supports: Flexible, non-medical services offered under CalAIM to address social drivers of health (like housing, community support, education, and access to food). These aim to help eligible members live independently and avoid long-term care facilities. IHS currently offers housing-related Community Supports (e.g., navigation and home modifications) and may refer to community resources for others.
  • Cookie: A small piece of data sent to your browser when you visit a website. Session cookies are temporary and deleted when you close your browser; persistent cookies are saved longer but are not used by us.
  • Enhanced Care Management (ECM): A CalAIM benefit providing person-centered, community-based medical care coordination for high-need members (like assessment, planning, and linking to services for physical, behavioral, and social needs). These aim to improve health outcomes and reduce costs. IHS offers ECM to help coordinate your care and connect you to needed resources.
  • HIPAA: The Health Insurance Portability and Accountability Act, a federal law protecting your health information (PHI) and ensuring its secure handling.
  • IP (Internet Protocol) Address: A unique number assigned to your device to connect to the internet, which helps us manage website traffic.
  • ISP (Internet Service Provider): The company providing your internet connection, which we may note to understand how you access our site.
  • NPP: Notice of Privacy Practices, a document explaining your rights over your protected health information (PHI) under HIPAA, provided to clients receiving health-related services.
  • PHI: Protected Health Information, any health-related data (e.g., medical history, member ID) that can identify you, which we handle securely.
  • Services: The programs and support we offer, including website access, CalAIM services like Community Supports and Enhanced Care Management, and other programs funded through federal, state, county, and other local grant/contract initiatives
  • SMS Messaging: Short Message Service, a method for sending text messages to mobile devices, used for communications like reminders or updates, with your opt-in consent.
  • TCPA: Telephone Consumer Protection Act, a law requiring your consent for certain phone calls and text messages.
  • Telehealth: A way to receive healthcare services remotely using video or phone calls, offering convenience and access to care from home.
  • VOIP (Voice over Internet Protocol): A technology we use to make phone calls over the internet, ensuring efficient communication.



Information We Collect


Personal Information


  • We may collect personal information, such as your name, email address, phone number, demographics, health-related data, or other details you voluntarily provide through online forms, phone assessments, or in-person interactions. For services like Community Supports (housing navigation, home modifications) and Enhanced Care Management (ECM), this may include PHI under HIPAA where applicable.


Automatically Collected Information


  • Like most websites and technology services delivered over the internet, we automatically collect and store information about your computer hardware and operating system when you visit our website or use our services. This information can include your IP address, browser type, domain names, internet service provider (ISP), operating system, access times, referring website addresses, and the files viewed on our website (e.g., HTML pages, graphics, etc.). We use cookies or similar tracking technologies to gather this data and improve your experience.



How We Use Your Information


We may use the information we collect for the following purposes:


  • Maintain our website and deliver CalAIM services.
  • Communicate with you via email, phone, or text and respond to inquiries.
  • Personalize and improve our website and services, including through analytics.
  • Coordinate care, provide appointment reminders, share care updates, o@er resources, conduct outreach, or inform you about additional qualifying services.
  • Support internal training, supervision, and quality assurance, including transcribing and recording calls (with consent).
  • Occasionally inform you about additional services you may be eligible for, to enhance your overall care and support (e.g., cross-referrals to complementary programs). This is done only to benefit your services, and you can opt out at any time by letting us know verbally, in writing, or via our contact methods—we will honor your request promptly and without any impact on your current services. These e@orts are intended to help us support you better.


We will not sell, rent, or lease your personal information to third parties unless we have your permission or are required by law to do so.



Communications: Calls, SMS (Text Messaging), and Email


We use HIPAA-compliant services for phone communications, call routing, outreach, transcription, and recording, as well as secure file transfer and health information exchange, all governed by Business Associate Agreements (BAAs) where required. Online forms may collect data you input and standard analytics (e.g., device type), but are not covered by BAAs.


  • Phone Calls: All calls are manual (no automated dialing) and made using VOIP technology. Calls may be recorded and transcribed to ensure quality, support training, and streamline note-taking, using advanced technology to provide consistent, personalized support and enhance your experience through tailored guidance and summaries. Identifying numbers (e.g., member IDs) are masked with asterisks in transcriptions to protect privacy. In California, a two-party consent state, we play an initial message: “This call may be recorded for quality assurance and training purposes,” and seek verbal consent where possible, documented in our systems. If you object, inform us, and we will not record. We do not leave PHI in voicemails without permission.
  • SMS Messaging: By opting in to receive text messages from Inland Housing Solutions, you agree to receive SMS communications for purposes such as: appointment reminders, updates about your care, resources and information in response to your inquiries, and other important information from Inland Housing Solutions. We obtain verbal consent and follow up with a text asking you to reply “YES” to opt in or “STOP” to opt out. No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
  • Disclaimer:  Message and data rates may apply, depending on your mobile carrier and plan.
  • Email: We use email for similar purposes, with consent obtained verbally or via follow-up. Email is not always secure, so avoid sending sensitive PHI via unencrypted email. We will respond to general inquiries within three business days and acknowledge grievances in writing within 5 calendar days, per our policies.


By using these communication services, you acknowledge that you have read and understood this Privacy Policy and agree to its terms.

Comments, questions, or messages sent via email, forms, or other channels may be shared with our staff or professionals to address your concerns and may be archived once resolved. All staff treat information confidentially.



Opt-Out


To stop emails or texts (including new service info), reply “STOP” to texts or contact us at info@inlandhousingsolutions.org or 909-796-6381. If you subscribe to ongoing communications, we will provide opt-out instructions in each message.



Testimonials


We may post client-initiated testimonials, comments, quotes, videos, photos, or other media on our website, Vimeo, or social media platforms (e.g., Facebook, Instagram), which may contain personal data (e.g., name, image, voice, or general feedback). If the testimonial includes health-related details (e.g., conditions like diabetes or cancer) or sensitive situations (e.g., homelessness), we will obtain your explicit written authorization under HIPAA before sharing, in addition to a signed media release (including ours, DHCS, and IEHP forms where applicable) for use of your likeness or story. We will be careful to de-identify content by avoiding last names, identifying locations (e.g., streets, addresses, license plates), or other markers that could reveal your identity. We have no control over content shared by third parties once posted.

Authorization is perpetual unless revoked. By providing content, you release us from liability for its use, as outlined in the media releases. For minors under 13, we obtain parental consent for any testimonial content.


You can request removal or revocation of consent at any time by contacting us at info@inlandhousingsolutions.org or 909-796-6381—we will honor your request promptly by making good-faith efforts to remove content from our platforms, though we cannot guarantee retrieval from third-party shares or already distributed materials.



Data Sharing

For all our services, including CalAIM, we share necessary information (e.g., demographics, updates, PHI where applicable) with authorized partners for care or program coordination, per your signed Release of Information (ROI) and relevant data sharing guidance. Shares are limited to treatment, payment, operations, or as permitted by HIPAA and require your consent where applicable. This includes info your managed care plan (MCP) provides us per our agreement where relevant. Main data is stored securely in our systems; call-related services process only necessary data. We use secure methods for required reports. For internal sharing between departments (e.g., ECM and Community Supports), information is only accessed by team members who need it for care, billing, or internal referrals, with no ROI required for these purposes under HIPAA. Tell us who to share with via your ROI or in writing, and if you designate an authorized representative or other individuals, we will share information with them as per your instructions.


We do not share data for marketing without explicit consent. Aggregate, de-identified data may be used for analysis or reporting.



How We Protect Your Information


We implement security measures, including BAAs with key service providers and regular updates to our practices, to protect your personal information against unauthorized access. All PHI handling complies with HIPAA. We’re always updating our methods to keep your info safe. We retain information as required by regulations (e.g., at least six years for HIPAA) and handle deletions per our policies.


To protect against email scams like "phishing" or "spoofing," watch for generic greetings, urgent demands for information, or suspicious links. We will never ask for sensitive details like passwords via email. If you receive a suspicious message claiming to be from us, do not respond—contact us directly at 909-796-6381. Use strong antivirus software and avoid clicking unknown links.



Cookies

A cookie is a small piece of information sent to your browser when you access a website. There are two types: session cookies (temporary, deleted when you close your browser) and persistent cookies (saved to your device). We use session cookies only to enhance your experience, such as remembering preferences during your visit. We do not share cookie information with third parties. You can disable cookies in your browser settings, but some features may not work properly.



Third-Party Links

Our website may contain links to third-party websites. We don’t control their data use. Please note that we are not responsible for the privacy practices of these third-party sites. We encourage you to read the privacy policies of each website you visit. A link does not imply endorsement.



Security

We take reasonable measures to protect your information’s security and confidentiality. However, no internet or electronic storage method is completely secure, and we cannot guarantee absolute security.



Children’s Privacy

Our website is not intended for children under the age of 13. We do not knowingly collect personal information from children under 13. If your child’s information is collected (e.g., through parental or guardian enrollment in our services), it is handled with parental or guardian consent and protected under applicable laws, including HIPAA. For health services, we may collect from teens 13-17 with parent/guardian consent. If you believe your child has provided information without consent, contact us.



Your Rights Under HIPAA


For PHI, you have rights to access, amend, or restrict your information; request an accounting of disclosures; and file complaints. Details are in our NPP, provided upon request or at service start. Complaints can also be filed with the U.S. Department of Health and Human Services.

To update or correct your information, or to request our full policies and procedures, contact us.

California Consumer Privacy Act (CCPA)

As a nonprofit CBO primarily handling health data under HIPAA, we are generally exempt from CCPA requirements for PHI. For non-health personal information of California residents, contact us for details on your rights.



Changes To This Privacy Policy


We reserve the right to update or change this Privacy Policy at any time. The effective date at the top of the page indicates when the policy was last revised. Your continued

use of the website after any changes to this Privacy Policy will continue your acceptance of such changes.

By using our website, you agree to the terms outlined in the Privacy Policy. If you do not agree with these terms, please do not use our Website. This policy does not create any contractual or legal rights. If you have any questions or concerns, please contact us.

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Contact Us


If you have questions or concerns about this Privacy Policy, please contact us at:

Inland Housing Solutions

PO Box 239

Loma Linda, CA 92354

Email: info@inlandhousingsolutions.org

Phone: 909-796-6381