1. Purpose and Scope
This Policy explains how Next Chapter Home Agency LLC ("Next Chapter," "the Agency," "we," or "us") collects, uses, protects, and discloses personal information about the individuals and families we serve. It applies to all employees, contractors, volunteers, and anyone acting on the Agency's behalf.
Next Chapter provides non-medical home care and shared-housing support. We are not a clinical provider. Even where federal HIPAA rules may not apply directly, we follow privacy practices modeled on HIPAA principles and comply with Massachusetts law, including M.G.L. c. 93H (Security Breaches), 201 CMR 17.00 (Standards for the Protection of Personal Information), and M.G.L. c. 214, § 1B (Right of Privacy).
2. Information We Collect
We collect only the information needed to plan, deliver, and coordinate services. This may include:
• Contact and identity details, such as name, address, date of birth, phone, email, and emergency contacts.
• Service information, such as daily living needs, preferences, schedules, care plans, visit notes, and incident reports.
• Health-related information shared with us to provide safe non-medical support, such as allergies, mobility needs, and medication reminder schedules.
• Payment and payer information, such as insurance, program, or billing details.
• Electronic Visit Verification (EVV) data, including the date, time, location, caregiver, and service for each visit.
• Website and portal information, such as forms you submit and basic technical logs.
3. How We Use Information
We use client information to:
• Assess eligibility and match clients with appropriately trained caregivers.
• Develop and carry out individual service plans.
• Schedule, verify, and document visits.
• Bill clients, programs, or payers for services delivered.
• Communicate with clients, families, and authorized representatives.
• Meet legal, contractual, licensing, and quality-assurance obligations.
We do not sell client information, and we do not use it for unrelated marketing without written consent.
4. When We Share Information
We share the minimum information necessary, and only:
• With the client or the client's authorized representative.
• With Agency staff who need it to provide or supervise services.
• With care coordinators, case managers, physicians, or other providers involved in the client's care, with the client's permission.
• With funding agencies, payers, or state programs as required to authorize and pay for services, including EVV reporting.
• With service vendors bound by written confidentiality obligations, such as secure hosting, payroll, and billing providers.
• When required by law, including mandated reports of suspected abuse, neglect, or exploitation, court orders, or public health and safety emergencies.
All other disclosures require the client's written authorization, which may be revoked in writing at any time.
5. Your Rights
Clients and their authorized representatives may:
• Request access to or a copy of their Agency records.
• Ask us to correct information they believe is inaccurate.
• Request limits on how their information is used or shared.
• Ask us to communicate by a particular method or at a particular address.
• Receive a list of disclosures made outside routine service, billing, and operations.
• File a privacy concern without fear of retaliation.
We respond to written requests within thirty (30) days.
6. How We Protect Information
Next Chapter maintains a Written Information Security Program (WISP) consistent with 201 CMR 17.00. Safeguards include:
• Individual user accounts with role-based access, administrator approval, and audit logging.
• Encryption of data in transit and at rest on our secure systems.
• Locked storage for any paper records and secure shredding when retention ends.
• Confidentiality agreements and privacy training for every staff member at hire and annually.
• Prompt removal of system access when a staff member leaves.
• Prohibition on photographing clients or posting client information on personal devices or social media.
7. Staff Responsibilities
Every person working for Next Chapter must keep client information confidential during and after employment. Staff may discuss client information only with those who need it for care. Violations may result in discipline up to and including termination, and may be reported to appropriate authorities.
8. Breach Notification
If personal information is lost, stolen, or accessed without authorization, we will investigate promptly. Where required by M.G.L. c. 93H, we will notify affected individuals, the Massachusetts Attorney General, and the Office of Consumer Affairs and Business Regulation as soon as practicable and without unreasonable delay.
9. Record Retention
Client records are kept for at least seven (7) years after services end, or longer when required by a contract, payer, or law. Records are then securely destroyed.
10. Website and Online Forms
Information submitted through nextchapterhomeagency.org is used only to respond to your request. We do not sell website data. Our sites use secure connections, and staff portals require individual sign-in.
11. Questions and Complaints
To ask a question, make a request, or raise a concern, contact our Privacy Officer at info@nextchapterhomeagency.org or (888) 503-0616. You may also contact the Massachusetts Office of the Attorney General. We will never retaliate against anyone for raising a privacy concern.
12. Policy Updates
We review this Policy at least annually and when laws or practices change. The current version is always posted at nextchapterhomeagency.org/privacy.