What Hub Staff Can & Can't Share
Which caller roles can access private information, how to verify authority, and what staff may and may not say on a call.
What information can Hub staff share?
PURPOSE:
To explain which caller roles allow access to private information and how often staff must verify that authority.
Q&A
Q: How do I decide how much information to share?
Share only the information needed to answer the caller’s question or complete the request.
If something is not required to support the caller, do not access it and do not share it.
Q: What information can we share with an authorized person?
Once authorization is verified, staff may share:
- General program information
- Benefit details visible through approved tools (BLU, MNITS)
- Case status and next steps
- Eligibility information needed for coordination of services
Q: What information can we NOT share?
Do not share:
- MNITS screens or printouts
- Any PHI by email
- Case notes or data the Hub does not have access to
- Another person’s information
- Information outside the caller’s verified role
Q: When can we share information without an ROI?
Hub staff may share information within the welfare system without an ROI when used to:
- Verify identity or assistance
- Determine eligibility
- Coordinate services
The welfare system includes:
DHS, DCYF, lead agencies, MCOs, ombudsman offices, and contracted providers.
Cross-reference:
This article explains what information may be shared.
For guidance on who is allowed to receive information, see “Who is allowed to receive private information?”
INTERNAL NOTES:
- When unsure, apply “minimum necessary” and consult a supervisor.
- Document all sharing with third parties in CRM, including method of authorization.
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