YakChat Guidelines and Best Practices

Guidelines:

Before using YakChat, please note the following:

  • YakChat is the ONLY platform that may be used to send text messages to a participant
  • YakChat messages must NOT contain Personally Identifiable Information (PII)/sensitive data (Social Security Numbers, passwords, credit card numbers, etc.)
    • The exchange of sensitive information is best suited to encrypted email, and should not take place over YakChat
  • Case-relevant content may be copied into the participant’s case record, as appropriate/necessary
  • Before closing a case as unsuccessful, YakChat should be utilized as another means of contacting a participant

When sending a YakChat message to a participant for the first time:

  • Identify yourself to the participant & do not use the participants Last Name
    • For example:
      • "Hi ________. This is ________ from ACCES-VR. We met while you were in high school, but we haven't talked for a while. Would you be available to speak on the phone for a few minutes?"
  • Note, the participant may opt out of receiving messages from you at any time by replying “STOP
    • If a STOP message is received, this must be recorded in the participant’s case record

Best Practices:

  • YakChat texting must not be used as the sole means of communicating an urgent or essential message
  • Use YakChat to communicate short, individually targeted messages, such as:
    • Upcoming deadlines
    • Appointment reminders
  • Ensure the content of the message is appropriate (adhere to same communication standards as used in email):
    • Be professional and polite (messages must never contain offensive, abusive, or inappropriate language)
  • Review all messages prior to sending to ensure accuracy:
    • Ensure the recipient is correct

NYSED/ACCES-VR Resources: