Parent Warmline: 1-833-REACH-OR / 1-833-732-2467

Terms of Use and Privacy Rights

Reach Out Oregon (ROO) Terms of Use and Privacy Rights

Revision: 0 (initial), Effective date: August 1, 2019

Why should you read this document, and what is in it?

You should read this policy fully, so you can decide whether to engage with us or others on this Reach Out Oregon platform (ROO or “the service”).

This policy explains how ROO (an initiative of Oregon Family Support
Network, or OFSN) will collect, use, store, and may disclose personal
information about you that is automatically collected when you visit this
website or use the mobile applications that, collectively, make up the ROO
platform. Specifically, this policy tells you

  • What personal information we collect when you interact on ROO;
  • How we use and process that personal information;
  • How we protect your personal information; and
  • When we may share your personal information with others

Where to direct further questions

If you have questions about how ROO collects, uses, stores, or may disclose information obtained on the ROO platform, you can contact us at

What is ROO and why does it collect personal information about users?

Reach Out Oregon (ROO) is a statewide service offered through Oregon Family Support Network (OFSN). The purpose of ROO is to improve services and supports for Oregon children, youth and families facing significant mental and behavioral health challenges by using technology to expand the availability of parent-to-parent peer support and help parents and families in underserved areas access mental health care and support resources.

Because ROO is an Internet-based platform, certain information about users is automatically generated and stored just to make the system work. Because that information could allow ROO users to be identified, we have thought about how to limit the personal information gathered and what steps are needed to protect that information provided by ROO users, who naturally value their privacy. This policy is a description of the controls we have put in place to protect user privacy to the extent possible.

We may use personal information we collect about you for various purposes, including:

  • Operating, providing, and improving our services;
  • Communicating with you about our services, and promotions;
  • Ensuring network and information security; and
  • Sharing with third parties to provide services, as described more below.


1. What you agree to by using ROO

When you use ROO, you submit certain personal information. Thus, by using ROO, you are agreeing to let ROO collect and process the personal information and you agreeing to the terms of this policy. Further, by using ROO, you are also agreeing that ROO/OFSN may send marketing communications to the email address you provide when you sign up. You may later opt-out (unsubscribe) to these marketing emails if you like.


2. How do you know which version of this policy is in effect at any time?

Because this policy may be revised from time to time, we put the revision number and effective date for the current version of this policy at the very top below the title. The latest version will always be displayed on the ROO website, and ROO will announce when new revisions are published. By using ROO after a revision becomes effective, you are agreeing to the revised policy that it describes.


3. What personal information will we collect?

To make ROO work, we require certain personal information from ROO users. That may include

  • contact information (such as your first name, last name, email address, location, phone number);
  • certain demographic information (such as age, gender, race ethnicity, primary language spoken, sexual orientation, disabilities, and veteran status);
  • certain health and medical history that you may input while using or communicating on ROO; and
  • information about how you interact with and use your device.

Although you have to provide the information we request to use the service, engagement through ROO is entirely voluntary. Note that ROO will often “anonymize” information so that it would not be possible for someone else to identify the user who provided that information; that anonymized information is not covered by this privacy policy, because it doesn’t allow someone to identify a specific individual who entered that information.

Specific information we collect and how it will be used

  • Account Setup. When you sign up for an account with us, we ask for and collect personal information such as your first name, initials or other non-identifiable username, a valid email address, billing address, and payment information. This information is used to control access to the service (if you do not provide this information, we cannot provide you with the service).
  • Trained Listener and Volunteer Applicants. Visitors who want to apply to be a trained listener will have to make a special request and submit additional information about themselves, and additional information may be collected about users participating as a trained listener or volunteers. This information will be used to ensure the quality of the services provided by these special people.
  • Log Data. When you use ROO, we store, process and transmit your information about how you use your device through “digital phenotyping” technology. This technology analyzes passive sensory data (based on how you use the device you are connecting to ROO with) to engage, educate and suggest behavioral activation strategies to you. In addition, when you contact us directly, we will keep a record of email and chat communications to address and resolve any issues you are facing.
  • Surveys. From time to time, we may collect personal information from ROO users with voluntary surveys. The information obtained from these surveys is only to improve the content of our web pages and the quality of our service and is not shared with any third parties.
  • Requests for Information, News and other Content. As part of ROO, you may want to have information, news and other content related to ROO and OFSN offerings, including information related to ROO sent to you; if so you will be asked for your contact information and the kinds of information you want to receive. That signup information you provide will be used to send the requested information to you in response to your requests.
  • Technical Support Requests. If you have technical problems using ROO and ask for technical support for using the ROO or Warmline platforms, you will have to complete a form that asks for specific information about you and how you access the services. We need this information to define and clarify the technical support issues you are having. We will keep copies of all technical support requests so that we can identify common problems and make take corrective action.
  • Browser Information and Cookies. ROO uses information about the browser you use (such as the IP address and the kind of web browser you use). ROO also uses “cookies” and pixel tags so the software can select the data or information to display on your browser when you visit ROO or the Warmline. Information about your browser and from the cookies and pixel tags may tell us where you were before reaching the ROO site, whether you are a returning user, and also help us improve our product and service. The same information can help us diagnose problems with our servers, gather broad demographic information, to administer and optimize our services, and for other lawful purposes.You can ask for a download of the personal information ROO has about you, and may request that ROO delete your account and the personal information associated with it. So long as you have not violated our terms of service when you make the request, we will comply with your request to completely delete your account and personal information. Note that ROO may not delete all personal information about users barred from further accessing the system; we reserve the right to maintain personal information about banned users so that we may provide more security and safety to other users.

4. What are cookies and other tracking technologies we use?

Cookies are small files, typically of letters and numbers, downloaded onto your computer or mobile device when you visit certain websites. Because ROO and the Warmline are intended as interactive services, we have to have a way to know something about the person accessing the services; that’s what cookies and other tracking technologies do – they provide us with the information we need to offer an interactive service rather than just a static site. Generally, we use first-party and third-party cookies to do the following:

  • Make our Services function properly;
  • Provide for secure browsing while you use our services;
  • Collect passive information about your use of our services;
  • Help us improve `our services; and
  • Remember your preferences for your convenience.

Types of Cookies on Our Services. We use the following types of cookies:

  • “Strictly Necessary Cookies” are those that let you move around and use our services, such as to access secure areas on our services. Without these cookies, some services cannot be provided. These cookies do not gather information about you for marketing purposes. As the name suggests, these are strictly necessary; you cannot use the service unless you accept them and they cannot be disabled.
  • Functional Cookies. We use other functional cookies to remember your choices so we can tailor our services to provide you with enhanced features and personalized content. For example, these cookies can be used to remember your name or preferences on our services. We do not use functional cookies to target you with online marketing. You can disable or delete these cookies, but you may find the site loses features if you do, and you may have to keep re-entering certain information again and again.
  • Performance or Analytic Cookies. These cookies collect anonymous passive information about how you use our services, including webpages you visit, and links you click. We use the information from these to improve and optimize our service. We do not use these cookies to target you with online marketing. You can disable these cookies.
  • Third-Party Cookies. All cookies you may encounter on our site from third parties (i.e., not you and not us) fit into one of the cookie categories described above. If we allow a third party to put a cookie on our site, it is in accordance with our privacy policy.

5. How can you manage cookies and other trackers?

To manage the cookies you get from using our site, you use the features for managing history and privacy that your web browser offers. Consult the “Help” function for your chosen browser. Modern browsers explain how you can manage cookies, usually under the “Help”, “Tools” or “Edit” settings.

Note that if you disable cookies, you may not be able to access secure areas of our services, and/or parts of the Services may not work properly for you. You can find more information about how to change your browser cookie settings at

In addition to cookies, ROO also uses pixel tags, small graphic images that are embedded in a web page or email for purposes of tracking activity on web pages or whether a user has opened or accessed an email. A pixel tag may be set to identify on what browser and computer it was viewed, whether that browser has cookies received from a server associated with the pixel tag, and whether the web page or email with the pixel tag was forwarded or copied. Users cannot generally interact with pixel tags.

6. How we may share your personal information

We may share and disclose personal information as follows:

  • Sharing with Third Party Service Providers Working with Us.We share personal information with certain third-party service providers to help us provide these services. These providers are obligated to follow our same privacy policies. For example, we may use third parties to host the Services, to send out email updates about the Services or remove repetitive information from our user lists.
  • Sharing with Other Users. Depending on how you use this service, your personal information may be shared with other users, such as peers and other users who participate in boards on which you post information.
  • Sharing as legally required. We will disclose your personal information as we deem necessary to comply with legal process, subpoenas, regulations, binding orders of a data protection agency, and we may share personal information in response to requests by government agencies. We may also share your personal information as required to pursue available remedies or limit damages that we may sustain.
  • We may also share ‘anonymized’ information more widely, such as the state and local mental health agencies. Once ‘anonymized’, this information is not longer personal information covered by this privacy policy and we may then share it with sponsors of programs designed to help users access their services, such as county government health agencies.

7. Is your personal information secure?

We take reasonable measures to protect the information you share with us by using the service. However, there is no perfect security for information sent across the Internet. If we suspect a breach of security of information, we may suspend one or more users from the service, without notice, to permit the suspected security breach to be investigated.

  • Your Responsibilities. You must maintain the security of any password, user ID or other form of authentication needed to use this service.

Most security problems are not technical intrusions – they are caused by users not protecting their private passwords and usernames.

8. How long will we keep your personal information?

We keep your user account and associated personal information for as long as your account or profile is active.

In addition, once your account is not active, we keep the personal information for the length of time needed to accomplish the purposes for which it was collected, unless a longer retention period is required or permitted by law. We will store private messages for one year and group messages for 30 days. We will store the most recent 30 ROO Warmline messages or transcripts.

9. What about privacy when following links to other sites?

You may encounter links and widgets related to third-party websites and services not connected with ROO or OFSN. If you decide to visit any such third-party sites from a link we provide, that site’s privacy policy and practices controls prevail. We encourage you to carefully review the legal and privacy notices of all other digital services that you visit.

10. This site will comply with child protection and mandatory reporting laws

Reach Out Oregon complies with the Oregon’s Online Protection Act and clearly specifies that only persons over 18 may use this service. If we learn of a minor who is accessing the site through a user account, we may terminate that account immediately without prior notice.

All ROO and OFSN staff and volunteers are mandated, by law, to report any instances of child abuse or abuse of a vulnerable adult that they know of or have a reasonable suspicion to believe is occurring. However, ROO users cannot be forced to give any personal information.

Nondiscrimination in applying privacy policy

In applying this privacy policy, neither ROO nor OFSN will discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.

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