Someone outside work asks you about a client

The situation

A friend, relative, neighbor or acquaintance mentions a family you work with and asks a question — whether you work with them, how the child is doing, what is wrong with them. They may already know or guess that you provide services to the family.

What the plan usually asks for

1. Do not confirm or deny that the person is a client, even if the asker seems to know. Confirming a service relationship is itself a disclosure. The safest, kindest answer is that you cannot discuss anyone you may or may not work with.
2. Say plainly that confidentiality rules stop you from talking about anyone's services, and change the subject. A clear, friendly refusal is easier for everyone than an evasive one.
3. If the person raises a safety concern about a child, tell them how to contact protective services or the school directly. Concerns about a child's safety are for the authorities, not for you to relay informally.
4. Let your supervisor know it happened, especially if it is likely to recur. Small-community overlap is a known risk, and supervisors can help plan for it.

What not to do

• Do not share anything, including "they're doing great." Positive information is still information.
• Do not ask the person to keep something secret; that means you have already disclosed it.
• Do not post or message about work situations, even without names.

When to tell your supervisor

• Tell your supervisor the same day if you think you disclosed something, or if the person asking may have a relationship with the family that creates a conflict.

Terms used here

• Confidentiality
• HIPAA
• Public Statement
• Dual Relationship