ECONOMIC DEVELOPMENT SERVICES

1. By opting in to receive messages from MAAC, you may receive important updates related to your participation in our programs. These may include appointment reminders, service updates, follow-ups from previous conversations, and other case management communications such as referrals, progress check-ins, or time-sensitive opportunities that support your goals.
2. You can cancel the SMS service at any time. Just text “STOP” to a message you receive. After you send the SMS message “STOP” to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to join again, just sign up as you did the first time and we will start sending SMS messages to you again.
3. If you are experiencing issues with the messaging program you can reply with the keyword HELP for more assistance, or you can get help directly at EconDev@MAACproject.org.
4. Carriers are not liable for delayed or undelivered messages
5. As always, message and data rates may apply for any messages sent to you from us and to us from you. Message frequency varies. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
6. If you have any questions regarding privacy, please read our privacy procedure:

PURPOSE

MAAC is committed to quality service for individuals and families receiving services from any of the organizational programs. This includes respectful and effective communication from the organization. This procedure outlines the guidelines, expectations, and any requirements for contacting clients via text messaging and other similar communications.

PROCEDURE

The term “client” will be used to indicate participants, customer, and any other related terms to indicate a program recipient.

A. Staff Access to & Use of Texting Services

1. Access: Only designated program staff will have access to any relevant client information and use of the texting services.

2. Training: Those designated employees and program management will be trained by the contracted texting company and MAAC’s Evaluation & Compliance team on any specific logins and workflows for their program.

a. Training will minimally include staff on allowed message types, opt-out handling, handling complaints and incidents, and other relevant customer service needs.

3. Use: Only text templates created for a specific purpose will be used to send to clients

a. Messages sent by the organization will clearly identify as coming from MAAC
b. Codes or sender IDs that hide organizational identity or mask identity will not be used
c. Text language will clearly state the purpose of communications and offer clients opportunities to opt-out of communications at any time

4. Message content and Privacy & Confidentiality:

a. Sensitive personal information such as account number, passwords, payment information will not be shared or requested via text message communications
b. Health or financial information should be avoided in text message communication unless required for client services and follow applicable laws and regulations such as HIPAA.

5. Designated phone lines will be used, and texting will not be allowed using staff personal phones or numbers, unless previously approved for a specific need by the program director or designee.

B. Contacting Clients

1. Consent Requirements

a. Expressed written consent for marketing or promotional texts will be obtained prior to any text communications being sent. This will take place during the program’s application process or at the designated step to enroll a client and collect necessary information such as client cell phone number.

b. Consent language will include some variation of the following message:

1. By checking this box and submitting this form, you agree to receive text messages from MAAC related to your program participation, events, reminders, and important updates. Message and data rates may apply. Message frequency will vary. Carriers are not liable for delayed or undelivered messages. Reply STOP to cancel. View our Terms of Service and Privacy Procedure.

c. Client consent may be documented via online forms, text opt-ins, emails, or paper file.

1. Any verbal consent would need to be followed up with written documentation.
2. Documentation may be stored in client files or program logs and similar records stored on site or in a designated database including Salesforce.

a. Records should maintain dates of consent, opt-outs with timestamps when applicable, message content, and delivery of records.

3. Records should be kept if the customer receives communications or until they request to opt out and stop all communications. Or a minimum of five years per compliance with the Telemarketing Sales Rule | Federal Trade Commission

2. Timing and Frequency

1. Messages will be sent between business hours. Messages should not be sent before 8 a.m. or after 9 p.m. local time unless designated for a specific service approved by the program director or designee.
2. Frequency of messages sent will vary depending on program and client needs. However, programs should follow established times for communications sent to clients.
3. The number of messages per day on the same topic will be limited and avoid sending clients overwhelming amounts of messages on the same topic.

3. Opt-Out Mechanism

1. Clients can opt out of receiving communications at any time. This may include a simple opt-out option in every message (e.g., ‘Reply STOP to unsubscribe’).
2. The program sending the text messages will need to honor opt-out requests immediately, but no more than within 10 business days of the request.
3. A one-time confirmation of the opt-out may be sent as the final message if a client has opted out and will be honored.

4. Terms of Service

Text message communications will include links to this procedure and terms of service.

Download our 2025 Text Communications Policy here.

We do not share or sell end-user mobile information to third parties and affiliates.