Privacy Statement

Who is the National Domestic Violence Hotline (NDVH)?
The National Domestic Violence Hotline – Digital Services provides all advocacy services on www.loveisrespect.org, www.thehotline.org, and through 24-hour telephone services at 1-866-331-9474.

Anonymous Digital Service is defined as a one-time confidential contact between a user and advocate in which no identifying information is verified.

NDVH Provides Digital Services
Engaging in our digital services constitutes an agreement and understanding of privacy policy. Digital services are defined as web based chat, YouTube, Twitter, Facebook, Instagram, Flickr, LIR blog or any NDVH website or web-based comment section. If at any time, a digital service user feels that their safety or privacy may be compromised due their use of these services, the interaction can be escalated to phone-based services.

Opt-Out Policy
NDVH gives users options for non-digital services when necessary and practical. Such choices include opting not to engage in digital services and opting not to provide identifiable information during interactions with peer advocates. Users concerned for their physical safety and well-being are encouraged to contact NDVH at 1-866-331-9474 .

Confidential and Anonymous Chat
Our live chat services are provided by LivePerson software as a service (SaaS) provider. Chat users are asked to enter their name and other personal information to facilitate service with an operator. IP addresses are also required to facilitate a connection. Information collected from a user on a voluntary basis can include:

  • Organization name

  • Gender

  • Age

  • City

  • State

  • Zip

  • How user-heard about the service

  • Some form of self assessment

The National Domestic Violence Hotline collects limited demographic and geo-locational information in order to provide services. The National Domestic Violence Hotline defines anonymous communication as a onetime individual contact where digital services are provided between a chatter/texter and peer advocate in which no information is collected that can connect the user to the individual service interaction.

All transcripts of chats and emails are purged regularly. Any information that is temporarily maintained is core to our evaluation of services provided to persons contacting the National Domestic Violence Hotline. Identifying information is in no way cross-verified. A chat user's information, including any personally identifiable information, will only be shared with persons implicitly linked to NDVH operations. We do not sell, trade or rent personal information that chat users provide. All staff are required to sign a client confidentiality policy.

After any chat or email session, persons contacting NDVH may be asked to fill out an exit survey in order to provide valuable feedback about in order to improve our services. Providing information in an exit survey is completely voluntary. Surveys may ask for contact information (e.g., email address) and for demographic information (e.g., zip code, age or income level). This voluntary feedback is also used to inform stakeholders, funders and policy-makers regarding our services.

Text/SMS Messaging Services
NDVH offers services through a text message short code in which all inbound phone-numbers are scrambled. These services include:

  • Text-for-help services: The same privacy standards applied to our chat services apply to our text-for-help platform. Any statement of charges or billing will appear as a text message sent to Waterfall, based in Austin, and is in no way connected to NDVH. Users may be asked to provide voluntary feedback to survey questions.

  • Opt-in newsletter/updates: Users can opt-in to receive regular messages providing updates relevant issue-related content. Users can opt-out any time. While numbers may be  scrambled, but users may provide voluntary feedback to survey questions.  

  • One-time information messages: These are one-time messages are sent to a user to inform the user of specific issue content. The user has the option to learn more on follow-up page. No further communication will occur unless prompted by the user. NDVH will not provide crisis services in this type of interaction.

Users can opt-out of services by texting ‘STOP’ to our shortcode any time. Users will be charged standard text messaging rates relative to their provider's plans. Users should be aware and mindful that text messages sent using modern smart phones are saved indefinitely and could compromise their safety. Users concerned for their physical safety and well-being are encouraged to contact NDVH at 1-866-331-9474.

Software as a Service and Application Service Providers (3rd party)
NDVH will undertake an annual review of any third party privacy policies affecting NDVH services. NDVH is not responsible for changes or updates made in the interim.

Cookies
NDVH may use cookies to enhance your experience while using our site. Cookies are pieces of information that some websites use to transfer to the user's computer and are used for record-keeping purposes. Use of cookies makes web navigation easier by performing certain functions such as saving your passwords, your personal preferences and to make sure you don't see the same advertisement repeatedly. Many consider the use of cookies to be an industry standard. We do not link the information we store in cookies to any personally identifiable information you submit while on our site.

Your browser is probably set to accept cookies. However, if you would prefer not to receive cookies, you can alter the configuration of your browser to refuse cookies. If you choose to have your browser refuse cookies, it is possible that some areas of our site will not function properly when you view them.

Legal Disclosure
We may access and/or disclose personally identifiable information if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or (b) comply with legal process served on us.

Mandatory Reporting
NDVH advocates are considered mandatory reporters by law. Users will be made aware that in situations regarding the welfare of a minor, any locating information disclosed will be reported to child protective services as required.

Technical Information We Collect
Our web servers automatically collect non-personal information such as the domain name of the Internet access provider, the internet protocol address used to connect the computer to the Internet, the average time spent on our website, pages viewed, information searched for, access times and other relevant statistics.

Other Websites
Our site and services offer links to other websites. Please note that when you click on one of these links, you are entering another website for which NDVH has no responsibility. We encourage you to read the privacy statements on all such sites as their policies may differ from ours.

Donations
When you make a donation on the NDVH website by clicking the Donate link on our homepage, we must share some of your personally identifiable information with third parties in order to process the transaction. For example, we must share your credit card number with our credit card processor BBMS (Blackbaud Merchant Services) who utilizes the Raiser's Edge software in order to process your payment. These third parties are not allowed to use personally identifiable information except for the purpose of providing these services. We do not share any of your personally identifiable information with unrelated third parties for their own marketing purposes without your consent.   

Notification of Policy Changes
We reserve the right to change, modify or add to our privacy policy to protect the ethical standards provided or to meet the changing demands of digital advocacy. Notification of any changes to the NDVH privacy policy will be posted to the NDVH homepage (at both www.theholtine.org and www.loveisrespect.org) or other appropriate location so as to adequately inform digital service users of these revisions. We encourage you to please review it frequently.

Contacting the Website
If you have any questions about this privacy policy, the practices of this site, or your dealings with this site, please contact:

National Domestic Violence Hotline
P.O. Box 161810, Austin, TX 7871
www.loveisrespect.org