ADDENDUM # OR insert into Policies listed on Page 22 of IN211 Operations Manual
IN211 Text Alerts Policies/Procedures
Background: IN211 initiated a text alert demonstration as a part of the IN211 Healthcare Project in summer
2014. IN211 seeks to utilize and evaluate the texting functionality for both programmatic and process
outcomes during a pilot period through 2015. The policies and procedures below are provided to initiate the
project, with the understanding that policies and procedures may change during the project and that a formal
review and revision will be completed in 2015.
IN211 contracts with a third-party vendor, which provides access to a Short Message Service (SMS) number
(i.e. 898211) and functionality to provide one-way, or possibly two-way texting. The pilot project is intended to
deliver one-way text alerts with calls to action through web links.
Opt-in
Individuals (user, caller, client, consumer, etc.) may opt-in for IN211 Alerts by one of the following methods:
 Text a designated Short Message Service number (i.e. 898211) with a designated keyword (e.g.,
inhealth, intax, inschool, influ, 4health, 4flu, 4tax)
 Indicate to an I&R Specialist during a call or follow-up that they are interested in receiving a specific
type of alert (i.e., healthcare) from IN211 and provide their mobile number during the call.
 Complete a web-based form, allowing an individual to enter their mobile number.
In each method, the consumer’s introductory message will provide opportunity to enter his/her zip code or to
opt-out.
Opt-Out
Individuals may opt-out of IN211 Alerts at any time by simply texting the designated Short Message Service
number (i.e. 898211) with the word STOP. The opt-out will be promoted in advertising messages as well as in
a service message that the user receives on a regular basis, at minimum of one message per month. IN211 may
deliver one final message to confirm a user has opted out successfully, but no additional messages may be sent
after the user indicates a desire to cancel a service.
Unsolicited Messages
At no time will IN211 intentionally deliver messages to a user before the user opts-in or after a user receives
confirmation of opt-out. At no time will a user receive more messages in a given time period than indicated at
the time of opt-in.
Privacy
IN211 will maintain a Privacy Policy at www.in211.org and provide a clearly labeled link in monthly service
messages to users.
Service Messages
IN211 will provide a Service Message once a month indicating:
 Users may opt-out at anytime
 A link to the IN211 Privacy Policy
 Data & Message rates may apply
Outreach materials, information from IN211 Specialists or on IN211 Center Autoattendant/IVR
All outreach materials and introductions to the text message service must include the required message that
“Standard msg&data rates may apply. Text STOP to unsubscribe."
IN211 Board approval: DATE
Draft Texting Policy – 07/23/2014