Privacy Policy

Last updated: October 1, 2026

Ember ("we," "us") provides live-in and home-based support. This policy explains what personal information we collect when you visit livewithember.org, use our contact form, call or text our support and crisis line, or email us; how we use and protect it; and the choices you have.

Information we collect

Information you give us:

  • Contact form: your name, email address, phone number (if you give one) and your message.
  • Calls and texts: when you call or text our support and crisis line, 857-209-4405, we receive your phone number, the content of your texts, any voicemail you leave, and call details such as the time and length of the call.
  • Email: your email address and what you write.
  • Information about someone else: if you contact us about a family member or friend, what you tell us about them.

Information collected automatically: when you visit the site, our website host receives standard technical information, such as your IP address, browser and device type, operating system, the pages you view, the page that referred you, and the date and time of each request. This information is kept in the host's access and security logs, where it helps keep the site working and protected from abuse. See "Cookies" below.

How we use information

We use personal information to:

  • respond to your message, call or text;
  • talk with you about our services and, if you choose, arrange support;
  • connect calls and texts to our support and crisis line with an Ember team member quickly;
  • alert our team quickly when a new contact-form message arrives (see "SMS, text messages and calls" below);
  • keep the site working, secure and free of spam; and
  • meet our legal obligations.

We do not sell personal information, and we do not use it for advertising.

SMS, text messages and calls

Calls and texts to our support and crisis line are handled through our communications providers. Ember Team Alerts runs through our messaging provider, Twilio.

Support and crisis line, 857-209-4405. Calls and texts to this number are handled through our communications providers and answered by Ember team members, so someone can respond quickly. We receive your phone number, the content of your texts, any voicemail, and call details such as the time and length of the call, and we use them only to respond to you and provide support. We text you only within a conversation you start, and we never add your number to an alert or marketing program.

Ember Team Alerts. Ember Team Alerts is the text-message program Ember runs through Twilio to alert our own team.

  • What it is: an internal alert line. When someone sends a message through our website contact form, we text the details they entered (name, email address, phone number if given, and message) to Ember's own team members, so we can respond quickly.
  • How phone numbers are collected: the only numbers this program texts belong to Ember team members, who give us their mobile numbers directly and agree in writing to receive the alerts. Members of the public cannot sign up, and we never text the public from this program. A phone number you give us through the contact form, a call or a text is used only to respond to you; we never add it to this or any other text-message program.
  • How the numbers are used: team members' mobile numbers are used only to deliver these internal alerts.
  • No selling or sharing: we never sell, rent or share mobile information (including mobile phone numbers) or SMS opt-in data and consent with third parties or affiliates for marketing or promotional purposes.
  • Message frequency: Message frequency varies; we send one alert for each contact-form message.
  • Cost: Message and data rates may apply.
  • Opt out: Reply STOP to any alert to stop receiving them.
  • Help: Reply HELP for help, or call 857-209-4405 or use our contact page, livewithember.org/contact-us.
  • Delivery: Wireless carriers are not liable for delayed or undelivered messages.
  • Terms: the full program terms are in our Terms & Conditions.

How we share information

We share personal information only with service providers that help us run Ember, and only so they can provide their services to us:

  • Our website host runs this website and the contact form, protects them from spam and abuse, and delivers form submissions to us.
  • Google provides our email (Google Workspace).
  • Our communications providers carry calls and texts to our support and crisis line.
  • Twilio delivers Ember Team Alerts.

We may also disclose information when the law requires it, or when needed to protect someone's safety in an emergency. We do not sell personal information or share it for anyone's marketing.

All the above categories exclude text messaging originator opt-in data and consent; this information won’t be shared with any third parties.

Cookies

We do not use advertising, social-media or third-party analytics cookies. Our website host may set strictly necessary cookies to keep the site secure and to screen out spam and automated traffic. You can block or delete cookies in your browser settings, though parts of the site, such as the contact form, may not work without them.

How long we keep information

We keep messages, form submissions, call and text records, and alert records only as long as we need them to respond, follow up, provide support and keep basic business records, and then we delete them. Our website host keeps technical logs for a limited time for security and troubleshooting. We may keep information longer when the law requires it.

How we protect information

We protect personal information with administrative, technical and physical safeguards designed to meet or exceed our legal obligations. Access is limited to the people at Ember who need it to respond to you. Information is kept in password-protected accounts with established providers, and the site uses encrypted (HTTPS) connections. No way of storing or sending information online is completely secure, so we cannot guarantee absolute security.

Your choices

  • You can ask to see the personal information we hold about you, or ask us to correct or delete it. Email connect@livewithember.org or call 857-209-4405. We will respond as soon as we can, and we may need to confirm your identity first.
  • You can ask us to stop contacting you at any time.
  • Depending on where you live, you may have further rights under local law; contact us and we will help.

Children

This website is not meant for children under 13, and we do not knowingly collect personal information from them online. If you believe a child has given us personal information, contact us and we will delete it.

Other websites

Our site links to sites we do not control, such as our social-media pages and the 988 Crisis Lifeline. Their own privacy policies apply when you visit them.

Changes to this policy

We may update this policy. We will post the new version on this page with a new "Last updated" date.

Contact us

Ember Email: connect@livewithember.org Phone: 857-209-4405 Web: livewithember.org/contact-us