ELECTRONIC COMMUNICATIONS POLICY
Counseling Resource Services, Inc.
Effective Date: January 2025
This Electronic Communications Policy explains how Counseling Resource Services, Inc. (“CRS,” “we,” “our,” or
“us”) uses electronic methods of communication, including email, SMS/text messaging, client portals, and
telehealth platforms.
Our goal is to ensure safe, respectful, and HIPAA-compliant communication with all clients.
This policy supplements—without replacing—our HIPAA Notice of Privacy Practices, our Website Privacy
Policy, and our SMS/Text Messaging Policy.
1. Purpose of Electronic Communication
We use electronic communication to:
Schedule and confirm appointments
Send administrative reminders
Provide access to intake paperwork or links to secure portals
Communicate logistical or billing-related information
Conduct telehealth sessions through approved platforms
Respond to general questions that do not involve protected health information (PHI)
We do not provide crisis intervention or clinical counseling via email or text.2. Email Communication
A. Security Limitations
Standard email is not a secure form of communication.
It may pass through third-party servers and could be intercepted.
B. Appropriate Email Use
Email may be used for:
• Scheduling questions
• Billing or receipt requests
• Directions to the office
• Requests for forms or portal links
• Administrative questions
C. Email Should NOT Include:
Symptoms, diagnoses, or clinical details
• Sensitive personal health information (PHI)
• Crisis or urgent concerns
• Medication questions or changes
• Legal, forensic, or confidential matters
• If you send PHI by email, we will respond by instructing you to use secure methods.
3. Text Messaging / SMS
Text messaging is convenient but not secure.
• We use SMS only for:
• Appointment reminders
• Scheduling updates
• Administrative communication
• Do not send personal health information via text.
For full details, see our SMS/Text Messaging Policy.
4. Secure Client Portals
Whenever possible, we use secure, HIPAA-compliant platforms for:
• Telehealth sessions
• Intake and consent forms
• Document exchange
• Clinical communication
• Billing or insurance documentation
• Portal communication is the preferred method for PHI-related messages.
5. Telehealth
Telehealth sessions are conducted through a HIPAA-compliant video platform.
• You are responsible for ensuring that:
• You have a private, quiet location
• Your device is secure
• Your internet connection is stable
• We recommend using headphones for additional privacy.
6. Social Media & Messaging Apps
We do not use social media platforms or messaging apps (e.g., Facebook Messenger, Instagram DMs,
WhatsApp) for any clinical or scheduling communication.
Please do not attempt to contact our clinicians through social media for:
• Scheduling
• Clinical questions
• Emergencies
• Personal requests
• We will not respond to clinical inquiries via social platforms.
7. Response Times
Electronic communication is not monitored 24/7.
Typical response times are:
1–2 business days for email
Same day or next business day for scheduling texts (during office hours)
Immediate responses are not guaranteed
If you are experiencing a mental health emergency, do not use electronic messaging.
Call 911 or 988 or go to your nearest emergency room.
8. Your Responsibilities When Using Electronic Communication
By choosing to communicate electronically, you acknowledge and agree that:
You understand the risks of non-secure communication
You will not send sensitive PHI through email or text
You will keep your contact information updated
You will maintain the privacy of messages on your own devices
You will use secure portals when instructed
You may revoke consent for electronic communication at any time.
9. Changes to This Policy
We may update this policy periodically.
The most current version will always be posted on our website.
10. Contact Us
For questions about electronic communication or to update your preferences:
Counseling Resource Services, Inc.
13350 W Colonial Drive, Suite 340
Winter Garden, FL 34787
Phone: 407-654-4433
Email: Admin@CounselingResourceServices.com