SMS Messaging Policy​Effective Date: 1/1/2024
Applies To: All ReNu Life staff

Purpose
ReNu Life maintains a designated SMS text messaging phone number to facilitate professional communication between staff, residents, guardians, and approved stakeholders. This policy establishes guidelines for appropriate use, security, and resident/guardian rights.

Acceptable Use
  • SMS messages may only be used for legitimate business purposes, including resident care coordination, appointment reminders, and communication with guardians.
  • Staff must maintain professionalism and respect in all messages.
  • The SMS line is not for personal use, social conversation, or non-work-related messaging.
  • Messaging frequency may vary. 
Protected Health Information (PHI)
  • Staff must use caution to avoid including detailed or unnecessary PHI in messages.
  • Messages should use initials or resident ID when possible, not full names with medical details.
  • SMS is not a substitute for documentation in Therap or the electronic health record. Any relevant communication must be documented per policy.
Resident and Guardian Rights
  • Participation in SMS communication is voluntary. Residents, guardians, or employees may opt out at any time by notifying staff or replying “STOP” to the message thread.
  • Opt-out requests must be respected immediately and documented in the resident’s record.
  • Alternative communication methods (phone calls, written notices, secure EHR messaging) must be offered to those who opt out.
Security and Monitoring
  • All SMS communications sent or received on the designated phone are the property of ReNu Life.
  • The phone and message logs may be audited at any time for compliance.
  • Staff are prohibited from deleting or altering SMS records.
  • Inappropriate or unauthorized use may result in corrective action, up to and including termination.
Limitations and Disclaimers
  • SMS messaging should never be used for emergencies. Staff must direct residents and guardians to call 911 in emergencies.
  • Response times cannot be guaranteed; SMS should be used for non-urgent matters only.
  • Staff may not use personal devices to send or receive work-related SMS messages with residents or guardians.

​By opting into SMS from a web form or other medium, you are agreeing to receive SMS messages from ReNu Life. This includes SMS messages for conversations (between employees). Message frequency varies. Message and data rates may apply. See privacy policy at http://www.renulife.org/sms-privacy.html. Message HELP for help. Reply STOP to any message to opt out.