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?"
- For example:
- 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:
- ACCES-VR Confidentiality Policy
- ACCES-VR Confidentiality Procedure
- NYSED Information Security Office Policies