TrustNet Signal Privacy Policy

Depending on how you use Signal and whether you are a care recipient, caregiver, family member, representative or other authorized user, we may collect or receive the following categories of information.

We may receive information directly from you; from a care recipient, caregiver, family member or authorized representative; from SHC or another participating organization; from government agencies, Medicaid programs, managed care organizations, access/case-management agencies or other program participants where permitted; from authorized payroll, communications or technology providers; through system integrations and APIs; and automatically when you use Signal.

We may use information collected through Signal to create and administer user accounts; support applications, enrollment and eligibility workflows; administer home care program participation; coordinate caregiver and care-recipient activities; maintain care plans, task authorizations and service/activity records; communicate with users; send reminders, notifications and service-related messages; coordinate scheduling; support caregiver onboarding; display caregiver pay history; support payroll and billing administration; facilitate document collection and electronic forms; maintain compliance and operational records; provide customer service and technical support; monitor and improve Signal; protect Signal’s security and integrity; detect or prevent fraud, misuse or unauthorized access; comply with applicable laws, program requirements and lawful government requests; and perform other activities reasonably necessary to administer services and operate Signal.

We may disclose information when reasonably necessary for the purposes described in this Privacy Policy and as permitted by applicable law.

TrustNet and SHC do not sell sensitive health-related information for monetary consideration. We do not permit third-party advertising companies to use sensitive health-related information maintained through Signal for targeted advertising. If these practices materially change, we will provide any notice and obtain any consent or authorization required by applicable law before implementing the change.

By providing your contact information and agreeing to the Care & Communication Consent, you may receive communications related to your services, account, program participation or caregiver activities through Signal notifications, text/SMS, email, telephone calls and automated communications where permitted by law. Message and data rates may apply.

You may request changes to certain communication preferences by contacting SHC or TrustNet. Some administrative, security, service-related or legally required communications may still be necessary. Promotional or marketing communications, if offered in the future, will be handled separately where required by law.

Some information maintained through Signal may be considered sensitive personal information, health information or otherwise specially protected under federal or state law. TrustNet and SHC will handle such information in accordance with laws and contractual requirements that apply to the particular information and activity.

If applicable law provides you with additional rights regarding particular information, those rights are not limited by this Privacy Policy.

We maintain administrative, technical and physical safeguards designed to protect information maintained through Signal from unauthorized access, disclosure, alteration, loss or misuse. No electronic system can guarantee absolute security. Users are responsible for protecting their account credentials and should notify us promptly if they believe their account has been accessed without authorization.

We retain information for as long as reasonably necessary to provide Signal and related services; administer home care program participation; satisfy applicable legal, regulatory, billing, payroll and recordkeeping requirements; resolve disputes; protect against fraud or misuse; and enforce applicable agreements. Certain program, employment, payroll or other records may be subject to required retention periods. When information is no longer required, it may be deleted, de-identified or securely retained as permitted by law.

Depending on the information involved and applicable law, you may request access to certain personal information maintained about you; correction of information you believe is inaccurate or incomplete; updates to contact information; changes to certain communication preferences; or other rights provided by applicable law.

We may need to verify your identity or authority before fulfilling a request, and some requests may be limited by applicable law, program requirements, record-retention obligations or the rights of other individuals.

A legally authorized representative may exercise rights or access information on behalf of another person when permitted by law. We may require documentation establishing the representative’s authority before providing access to protected or sensitive information.

Signal may connect with or display information received from third-party products or systems such as payroll, EVV, government, communications or other service platforms. Those third parties may have their own privacy policies and terms. TrustNet does not control the independent privacy practices or operation of third parties when users interact directly with their services.

Signal is not designed for independent use by children under 13. Information about a minor may be maintained when necessary for legally permitted program participation or services and when provided or managed by an authorized parent, guardian or other legally authorized person.

Residents of certain states may have additional rights regarding their personal information. Where applicable, TrustNet and SHC will honor rights required by state law. Some information or entities may be subject to specific health, Medicaid, employment or other privacy rules instead of or in addition to general consumer privacy laws.

We may update this Privacy Policy when Signal, our information practices or applicable requirements change. When a material change is made, we will update the Effective Date and provide additional notice through Signal or another appropriate method when required.

Questions or requests concerning this Privacy Policy or information maintained through Signal may be directed to:

Questions concerning Silver Home Care program participation, caregiver administration or information maintained by SHC may be directed to: