Caller Rights



Date Last Revised:  June 2018

Caller’s Privacy Rights. As a caller to the Addiction Resource Center (ARC) Helpline (833-301-HELP) you have the right to remain anonymous. You will still be provided with compassionate assistance by the Addiction Resource Center staff.  You can choose to use a pseudonym or nickname with a staff agent at the ARC if you do not wish to use your given name. All personal information given to ARC staff, whether anonymous or not, will be stored in an electronic health record that meets federal and state privacy and security standards. Your personal identifiable information will not be shared with anyone outside of the ARC without your consent, unless required by law - for example, if there is an immediate risk of harm to yourself or someone else.



Call Recording. At the start of a call the ARC agent will ask you if it is okay to record the call for quality improvement purposes. If you say no you will still receive all of the services offered by the ARC. Recordings are only used for the purposes of quality control and internal staff training. Recordings are also stored and protected inside of the electronic record system and will not be shared with anyone outside of the ARC staff.



Will my information be shared with anyone else? Information will not be shared outside of the Addiction Resource Center Staff and Organization without a caller’s written consent.  The ARC is subject to the law that protects the confidentiality of substance use disorder related records [2 U.S.C. §290dd-2 Confidentiality of Record; 42 C.F.R. Part 2 Confidentiality Of Substance Use Disorder Patient Records regulations, or “ Part 2.”] (



What if I want to be referred to a treatment provider?  If a caller needs a recommendation to treatment, ARC staff can initiate a three-way call with a treatment program. We will not share any of your personal identifying information with them. We will let them know that we have a caller on the line in need of treatment services and prompt them to ask you the necessary questions to initiate treatment.



Will information ever be shared with law enforcement? Information will never be shared with law enforcement or other entities for the purposes of investigations, court cases, or other criminal justice matters without a court order that meets the requirements of 42 C.F.R. Part 2 [Confidentiality Of Substance Use Disorder Patient Records]. *Note: 42 C.F.R. Part 2 implies that in order for a court order to be issued, the Addiction Resource Center helpline’s call record must be a key element to the investigation or prosecution of an alleged serious crime. Information may also be shared if with law enforcement if a crime is committed on ARC’s premises or against ARC staff.


Caller’s Rights to Services and Resources.  The Addiction Resource Center (ARC) help line will provide to all its callers, upon request, general screenings for substance use disorder, emotional support, education, guidance, and/or recommendation(s) for follow-up with another provider, program, or combination of care resources.  Any such recommendation(s) for follow-up services/treatment will be to the appropriate level of care based on the information provided by the caller (or a third party’s).


The type of recommendation(s) for follow-up for services/treatment will be identified by the ARC Staff verbally and recorded in the Caller’s call record. Callers have the right to refuse the ARC Staff’s recommendation(s) for follow-up services/treatment. The Addiction Resource Center help line Staff will discuss the reasons for the specific recommendations and what to expect from the services/treatment.  In addition, the Staff will use all reasonable efforts to answer the caller’s questions for which the staff is qualified to answer.



Can My Personal Information Ever Be Shared Without My Consent? Personal identifying information, i.e. information the ARC may have in your record, may be required by law to be shared without consent under certain scenarios. In the case of medical emergencies, if ARC staff determine that the caller is at immediate risk of harm or that an emergency exists, 911 will be called even if the caller does not consent or ask for this.


There are also certain cases where ARC staff will be required to report instances of child abuse, which includes neglect and the sexual assault of minors. These reporting requirements will vary by state law.