1. Maintaining Client Confidentiality April 5, 2017

2. Training Goals
Understand required practices on maintaining client confidentiality
Understand required practices on maintaining case file confidentiality

3. Why does it matter?
Maintaining client confidentiality is among the core principles of case service provision
Figure 1: Puzzle board of the word trust. Adapted from Pixabay. Retrieved from

4. Why does it matter?
Safeguard client’s privacy and identity – sharing information without consent may cause harm to client and family
A professional and contractual requirement
Ensures trust is built between staff and client
Figure 1: One figure helping another one over a wall. Adapted from Pixabay. Retrieved from

5. What is confidential or private information?
“Private Information” is defined as any information that is personal and discrete in nature and relates to IRC employees, donors, refugees or any other recipients of assistance from IRC.
Medical records,
Claims for refugee status
Benefits information
What else?
 Client home address and home telephone number
 Client date of birth
 Government identification numbers, driving license number, social security number, alien number
 Passport number and visa number
 Income information
 Direct financial assistance information
 Medical information
 Family, Cross-Reference, or US Tie information
 Individual benefits and services

6. What information should be kept confidential?
Your client’s friend has learned that your client has recently resettled in Wichita and would like to get in touch with him. What can you share?
Cannot share information
Figure 1: Confidential stamp. Adapted from Pixabay. Retrieved from

7. What information should be kept confidential?
A caseworker from a different agency states that client was enrolled in their training program. The caseworker would like to get an updated phone number for client.
Cannot share information
Figure 1: Confidential stamp. Adapted from Pixabay. Retrieved from

8. What information should be kept confidential?
A staff member at your client’s school is asking for the client’s SNAP card number, so that they may be enrolled in the Reduced/Free Lunch Program
Cannot share information
Figure 1: Confidential stamp. Adapted from Pixabay. Retrieved from

9. What information should be kept confidential?
The US tie for a client who has not yet arrived would like information on the client’s status. Can you share the information you see on the RPC Monthly Caseload report (i.e. client’s security check status)?
Cannot Share Information
Figure 1: Confidential stamp. Adapted from Pixabay. Retrieved from

10. Confidentiality Requirements
Never share/discuss clients’ sensitive data with others that are not permitted to view this information.
Never discuss clients’ sensitive information in public or in an open space where others might overhear you. Please find a secure office or a secluded area to have these discussions with authorized staff members only.
Always be vigilant in keeping sensitive data secure and confidential.
Figure 1: Lock. Adapted from Pixabay. Retrieved from

11. IRC Policies on Confidentiality
The IRC’s Client Confidentiality Policy
The Client Release of Information Forms
The IRC Way
The IRC Client Confidentiality Policy can be found on RescueNet

12. The IRC Confidentiality Policy

13. Consent to Release Information
Consent to Release Information Forms are translated in all client languages
The specific “consent to release information form” needs to list the specific (names, titles, organizations) of the individuals who permitted to receive the information

14. The IRC Way
Complaint Reporting Procedure •When an IRC worker has direct knowledge or information of a policy violation, you are required to inform his/her immediate supervisor as soon as possible. OR: •Supervisor’s Supervisor •Designated HR Representative •Most senior person in the location •The Integrity and Accountability Unit, the General Counsel or the Chief HR Officer
What happens if you notice a situation where a confidentiality breach may have happened?

15. Who is accountable for ensuring confidentiality is maintained in your office?
Figure 1: Man writing on a computer. Adapted from Pixabay. Retrieved from

16. Case File Confidentiality
File Security
Figure 1: File cabinet. Adapted from Pixabay. Retrieved from  

17. Case File Security – Fill in the blanks…
Case files should:
always be kept in a ______________
never be __________ from office
never left ____________on desks
Figure 1: Binders. Adapted from Pixabay. Retrieved from

18. Case File Security Case files should:
always be kept in a secure location
never be removed from office
never left unattended on desks
Figure 1: File Cabinet. Adapted from Pixabay. Retrieved from

19. No references to unrelated individuals/cases
File Documentation
No references to unrelated individuals/cases
Casefiles should not reference unrelated individuals/cases
messages should never be included in files
Casenotes for special medical cases should not include a client’s specific diagnosis
Follow coding/RRS protocols for victims of trafficking and other high risk cases

20. File Documentation No email messages
Casefiles should not reference unrelated individuals/cases
messages should never be included in files
Case notes for special medical cases should not include a client’s specific diagnosis
Follow coding/RRS protocols for victims of trafficking and other high risk cases
Figure 1: symbol. Adapted from Pixabay. Retrieved from

21. No specific diagnosis for special medical cases
File Documentation
No specific diagnosis for special medical cases
Casefiles should not reference unrelated individuals/cases
messages should never be included in files
Case notes for special medical cases should not include a client’s specific diagnosis
Follow coding/RRS protocols for victims of trafficking and other high risk cases
Figure 1: Medical paperwork. Adapted from Pixabay. Retrieved from

22. Follow coding protocols for VOTs and other high risk cases
File Documentation
Follow coding protocols for VOTs and other high risk cases
Casefiles should not reference unrelated individuals/cases
messages should never be included in files
Case notes for special medical cases should not include a client’s specific diagnosis
Follow coding/RRS protocols for victims of trafficking and other high risk cases

23. File Documentation
Electronic files must be treated with the same level of care as paper files
Electronic files must be treated with the same level of care as paper files
All electronic files and file-based databases should be stored in a secure folder on a network file server, if available
Under no circumstances should such files be stored on a home PC or laptop that is removed from the office
Employees should be mindful of IRC’s Network policy and follow protocols for safe computing
Figure 1: Laptop. Adapted from Pixabay. Retrieved from

24. Secure folder on a network file server
File Documentation
Secure folder on a network file server
Electronic files must be treated with the same level of care as paper files
All electronic files and file-based databases should be stored in a secure folder on a network file server, if available
Under no circumstances should such files be stored on a home PC or laptop that is removed from the office
Employees should be mindful of IRC’s Network policy and follow protocols for safe computing
Figure 1: Lock. Adapted from Pixabay. Retrieved from

25. Never on a home PC or laptop that is removed from the office
File Documentation
Never on a home PC or laptop that is removed from the office
Electronic files must be treated with the same level of care as paper files
All electronic files and file-based databases should be stored in a secure folder on a network file server, if available
Under no circumstances should such files be stored on a home PC or laptop that is removed from the office
Employees should be mindful of IRC’s Network policy and follow protocols for safe computing
Figure 1: Laptop with error sign. Adapted from Pixabay. Retrieved from

26. Follow IRC’s Network Policy & Protocols for safe computing
File Documentation
Follow IRC’s Network Policy & Protocols for safe computing
Electronic files must be treated with the same level of care as paper files
All electronic files and file-based databases should be stored in a secure folder on a network file server, if available
Under no circumstances should such files be stored on a home PC or laptop that is removed from the office
Employees should be mindful of IRC’s Network policy and follow protocols for safe computing

27. Case File Security
Figure 1: Laptop with error sign. Adapted from Pixabay. Retrieved from

28. Confidentiality Requirements
Never leave your screen or open documents containing staff related sensitive data unattended, not even for a minute! Always lock your computer or log out of IRIS and ETO before walking away from your laptop or computer.
Never leave printouts of sensitive data. In fact, we urge that you refrain from printing out sensitive data all together. If you must print out information, please make sure to remove any sensitive data that can connect the information to an individual. Example: reports in aggregates and not by client names.
Always be vigilant in keeping sensitive data secure and confidential.

29. Questions?
Figure 1: Question Marks. Adapted from Pixabay. Retrieved from