LHH Mobile App Privacy Policy

This privacy policy describes how Lakeshore Helping Hands, LLC ("LHH", "we", "us", "our"), located in Lincolnwood, Illinois, collects, uses, and protects information through the LHH Mobile application ("the App"). By using the App, you agree to the collection and use of information as described in this policy.

This policy applies specifically to the LHH Mobile app. For our website privacy policy, please see our Website Privacy Policy.

Information We Collect

We collect the following types of information through the App:

Account Information

• Email address and password (used for authentication)

Caregiver Information

• Full name
• Phone number
• Home address
• Professional certifications and credentials
• Availability and scheduling preferences

Client Information

• Full name
• Home address
• Care needs and care plans

Communications

• SMS messages sent and received through the App via Twilio (scheduling coordination, AI-assisted replies, operational alerts).
• Visit notes — free-text observations caregivers record about a visit, stored against that visit and visible to the assigned coordinator.
• Per-client handoff threads — short text notes caregivers write for the benefit of other caregivers assigned to the same client (e.g. "client prefers tea in the morning"). Visible to all caregivers on that client and the coordinator.
• Incident reports — caregiver-submitted reports about falls, refusals, environmental hazards, or caregiver injuries during a visit. May include photos. Sent immediately to the coordinator.

Documents and Photos

• Uploaded certifications, identification documents (driver's license, SSN card / passport for I-9 verification), and training records.
• Visit photos voluntarily attached by caregivers to visit notes (e.g. completed-task documentation, environmental concerns). Caregivers do not photograph the client's face or identifying details without the client's affirmative consent at the time the photo is taken.
• Caregiver electronic signatures (signed consent forms, clock-out confirmations) stored as image files.

Location Data (Caregivers Only)

• GPS coordinates captured at the moment a caregiver checks in to a client visit and again when they check out, for proof of presence.
• GPS coordinates captured periodically (typically every 30 seconds) only while a caregiver has explicitly started a "trip" with a client (e.g. a doctor's appointment), used solely to compute miles driven for that trip. Trip tracking ends when the caregiver taps "End trip."
• Location is NOT captured outside of an active visit or active trip. Location is NOT captured when the App is in the background or closed. Location is NOT shared with any third party.
• Caregivers consent to this collection at hire via a separate Onboarding Consent (see also our Caregiver Confidentiality Agreement). Caregivers may revoke consent by uninstalling the App, in which case they will not be able to perform field work for the Agency.

Device and Technical Data

• Push notification tokens (used to deliver notifications to your device)
• Device information and crash reports (collected via Sentry for app stability and improvement)

How We Use Your Information

We use the information collected through the App for the following purposes:

• Workforce and care management: Managing caregiver assignments, client care plans, and scheduling
• Communication: Facilitating communication between the agency and caregivers, including SMS messaging and push notifications
• Compliance and credentials: Tracking caregiver certifications, training records, and regulatory compliance
• App improvement: Crash reporting and performance monitoring to maintain and improve the App

How We Share Your Information

We share data with the following third-party service providers solely to operate the App and deliver our services:

• Twilio — SMS messaging between the agency and caregivers
• Microsoft Azure — Push notification delivery
• Sentry — Crash reporting and error tracking
• Anthropic — AI-assisted messaging features
• Microsoft SharePoint / OneDrive — Document storage
• WellSky — Care management platform integration
• Viventium — Payroll processing
• Cloudflare R2 — Encrypted object storage for caregiver onboarding documents, visit photos, and signed consent forms. Server-side encryption with AES-256.
• Checkr — Background-check vendor; we forward identifying information (full name, DOB, SSN, address) only at the time a background check is ordered, and only as required by Checkr to run the report. We do not retain SSN in our database after forwarding.
• Worldpay / CheckCommerce (Nuvei) — Payment processing for client deposits and recurring billing. Lakeshore never sees, stores, or transmits raw card or bank account numbers; the processor tokenizes everything.

We do not sell your personal information to third parties. Data is shared with service providers only as necessary to operate the App and deliver care services.

Data Retention

We retain your information for as long as your employment or service relationship with Lakeshore Helping Hands exists. After the relationship ends, data may be retained as required by applicable law or regulation. When data is no longer needed, it is securely deleted or anonymized.

Data Security

We take the security of your data seriously and implement the following measures:

• All data is encrypted in transit using TLS 1.2 or higher (HTTPS).
• Sensitive uploaded documents (onboarding photos, signatures, visit photos) are stored encrypted at rest in Cloudflare R2 with server-side encryption.
• Access to personal information is restricted to authorized personnel via role-based permissions (admin, coordinator, viewer, caregiver).
• Caregivers see only their own visits, notes, and trips. Coordinators see caregivers under their supervision plus assigned clients.
• Two-factor authentication is required for any account with admin privileges.
• Login attempts are rate-limited; accounts are temporarily locked after 5 failed login attempts.
• Every access to sensitive records (caregivers, clients, care plans, documents) is recorded in an internal audit log retained for at least seven years.
• Application logs are scrubbed of email addresses, phone numbers, SSNs, and credit-card numbers before being written to disk or shipped to third-party log aggregators.
• Background-check Social Security Numbers are forwarded directly to Checkr and are not retained in our database.

Caregiver Consent Documents

Caregivers who use the LHH Mobile App are asked, at first login (or when applying via our public application form), to read and electronically sign two consent documents that govern data collection specific to their role:

• Caregiver Onboarding Consent — covers GPS location capture, photo capture, SMS communications, document storage, and forwarding identifying information to background-check and payroll vendors.
• Caregiver Confidentiality Agreement — caregivers' commitment not to disclose client information to anyone outside the Agency.

These consents are versioned. If we change material terms, the App will re-prompt caregivers to review and re-sign the updated version before they can continue working. Caregivers may request copies at any time by emailing neal@lakeshorehh.com.

While we use commercially reasonable security measures to protect your information, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security of your data.

Children's Privacy

The App is not intended for use by anyone under the age of 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information through the App, please contact us immediately so we can remove it.

Your Rights

You have the right to:

• Access the personal information we hold about you
• Correct inaccurate or incomplete information
• Request deletion of your personal information, subject to legal and regulatory requirements

To exercise any of these rights, please contact us at neal@lakeshorehh.com.

Changes to This Policy

We may update this privacy policy from time to time. Any changes will be posted on this page with an updated effective date. Your continued use of the App after changes are posted constitutes your acceptance of the updated policy.

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Questions about this policy? Contact us at neal@lakeshorehh.com.