Privacy Policy
Hill Country Family Services Privacy Policy
Effective Date: 11/7/2025
Last Updated: 11/17/2025
Our Commitment to Privacy
Hill Country Family Services ("HCFS") is committed to protecting the privacy and confidentiality of all individuals who use our services or visit our website. This Privacy Policy explains how we collect, use, share, and protect your personal information.
Who We Are
Hill Country Family Services is a nonprofit organization providing free mental health counseling, financial assistance, food pantry services, and other community support programs to individuals and families in need. We do not charge for any of our services.
Information We Collect
Personal Information
We may collect the following types of information when you:
Request counseling services
Apply for financial assistance
Use our food pantry
Contact us through our website or phone
Participate in our programs or events
Subscribe to our newsletter or communications
Types of information collected may include:
Contact Information: Name, address, phone number, email address
Demographic Information: Age, date of birth, gender, household size, employment status
Financial Information: Income documentation, bills/expenses, bank account information (for assistance payments)
Health Information: Mental health history, counseling records, treatment notes, medications, diagnoses (for counseling services)
Assistance Records: Details about financial assistance requests, food pantry usage, services received
Website Usage Data: IP address, browser type, pages visited, time spent on site, cookies
Sensitive Information
As a provider of mental health services, we collect and maintain Protected Health Information (PHI) as defined by the Health Insurance Portability and Accountability Act (HIPAA). For detailed information about how we handle your health information, please refer to our separate Notice of Privacy Practices provided at your first counseling appointment.
How We Use Your Information
We use your information to:
Service Delivery
Provide mental health counseling and support services
Process and fulfill financial assistance applications
Coordinate food pantry services
Schedule appointments and send reminders
Assess eligibility for programs
Maintain accurate service records
Program Administration
Evaluate program effectiveness
Generate reports for grant funders (with identifying information removed)
Improve our services and programs
Comply with legal and regulatory requirements
Respond to your inquiries and requests
Communication
Send appointment reminders
Provide updates about our services
Share information about available resources
Send newsletters (only with your consent)
Legal Obligations
Report suspected abuse or neglect as required by Texas law
Respond to court orders or legal processes
Protect against fraud or illegal activity
How We Share Your Information
We Do Not Sell Your Information
HCFS will never sell, rent, or trade your personal information to third parties.
Limited Sharing for Service Delivery
We may share your information only in the following circumstances:
With Your Consent
When you provide explicit written authorization
For Treatment and Services
With qualified mental health professionals involved in your care
With service providers who help us deliver assistance (e.g., utility companies for bill payments)
With food suppliers and distribution partners for pantry services Business Associates
Business Associates
With vendors who support our operations (e.g., appointment scheduling software, secure data storage) under strict confidentiality agreements
Legal Requirements
When required by law (court orders, subpoenas)
To report suspected abuse, neglect, or endangerment as mandated by Texas law
To prevent serious threat to health or safety
To comply with public health reporting requirements Grant Funders and Donors
Aggregate, de-identified data for reporting purposes only
No personally identifiable information is shared without your consent Emergency Situations
To emergency personnel when necessary to protect your life or safety
Grant Funders and Donors
Aggregate, de-identified data for reporting purposes only
No personally identifiable information is shared without your consent
HIPAA Compliance for Mental Health Services
If you receive counseling services from HCFS, your health information is protected under HIPAA. You will receive a separate **Notice of Privacy Practices** that details:
Your rights regarding your health information
How we may use and disclose your health information
Our legal duties and privacy practices
How to file a complaint if you believe your privacy rights have been violated
Data Security
We take the security of your information seriously and implement multiple safeguards:
Physical Security
Locked filing cabinets for paper records
Restricted access to offices and storage areas
Secure disposal of documents (shredding)
Electronic Security
Encrypted data storage and transmission
Password-protected systems
Regular security updates and patches
Firewall protection
Limited employee access based on role
Administrative Security
Staff training on confidentiality and privacy practices
Confidentiality agreements with all employees and volunteers
Regular privacy compliance reviews
Background checks for staff with access to sensitive information
Data Retention
Counseling records: Retained for 7 years after last service date (per Texas law)
Financial assistance records: Retained for 7 years (per IRS requirements)
Food pantry records: Retained for 3 years
Website data: Retained as long as necessary for stated purposes
Your Privacy Rights
You have the right to:
Access Your Information
Request to see your records
Obtain copies of your information (fees may apply for copying costs)
Request corrections & ask us to correct inaccurate or incomplete information
Limit Sharing: request restrictions on how we use or share your health information
Opt out of non-essential communications (newsletters, event announcements)
Confidential Communications: request that we contact you in a specific way or at a specific location
Complaint Rights: File a complaint if you believe your privacy rights have been violated
File a complaint with the U.S. Department of Health and Human Services
Withdraw Consent
Withdraw previously given consent for certain uses (where applicable)
**We will never retaliate against you for exercising your privacy rights.**
Special Protections
Minor Children
Parents/guardians must consent to services for children under 18
Texas law provides certain privacy protections for minors seeking mental health services
We balance parental rights with minor confidentiality in accordance with state and federal law
Minors' Right to Confidentiality in Mental Health Treatment
Under Texas law, minors who consent to their own mental health treatment have the same rights to confidentiality as adults regarding that treatment.
Victims of Abuse
We take extra precautions to protect the confidentiality of individuals who may be experiencing domestic violence or abuse.
Website Privacy
Cookies and Tracking
Our website uses cookies and similar technologies to:
Remember your preferences
Understand how visitors use our site
Improve website functionality
You can control cookies through your browser settings. Disabling cookies may affect some website features.
Third-Party Services
Our website may use third-party services such as:
Google Analytics (for website traffic analysis)
Social media plugins
Email service providers
These services have their own privacy policies. We encourage you to review them.
External Links
Our website may contain links to other organizations' websites. We are not responsible for the privacy practices of other sites.
Communication Preferences
Email and Phone Communications
We will only send newsletters and non-essential communications if you opt in
You can unsubscribe from newsletters at any time by clicking the unsubscribe link
Service-related communications (appointment reminders, assistance updates) will continue as necessary
Text Messages
If you provide your mobile number, we may send appointment reminders via text with your consent. Standard messaging rates may apply. Reply STOP to opt out at any time.
Changes to This Policy
We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements.
We will:
Post the updated policy on our website
Note the "Last Updated" date at the top
Notify you of significant changes through email or posted notices at our facility
Privacy Questions or Concerns
If you have questions about this Privacy Policy, want to exercise your privacy rights, or wish to file a complaint, please contact:
Hill Country Family Services
114 W. Advogt St.
Boerne, TX, 78006
Office Hours
M-TH 8:30am -4:30pm
F 8:30am - 12 pm
Filing a Complaint with Federal Authorities
If you believe your privacy rights have been violated, you may also file a complaint with: U.S. Department of Health and Human Services
Office for Civil Rights
200 Independence Avenue
S.W. Washington, D.C. 20201
Phone: 1-877-696-6775
Website: www.hhs.gov/ocr/privacy/hipaa/complaints
Acknowledgment
By using our services or website, you acknowledge that you have read and understood this Privacy Policy. For mental health services, you will be asked to sign a separate acknowledgment of our Notice of Privacy Practices.
Hill Country Family Services is committed to maintaining your trust through responsible privacy practices. Thank you for allowing us to serve you and your family.**