FRP Policy and Procedure
THE FAMILY RECOVERY PROGRAM, INC.
Request for Information Policy and Procedure
Policy Title: Public Requests for Information
Applies To: All FRP programs, employees, contractors, and authorized representatives
Effective Date: Upon Approval
Policy Owner: Executive Director
Review Cycle: Annually
1. Purpose
The Family Recovery Program, Inc. (FRP) is committed to transparency, accountability, professionalism, and protecting the privacy of individuals and families receiving services.
This policy establishes a consistent process for receiving, reviewing, and responding to requests for information from clients, family members, community partners, government agencies, and members of the public.
FRP strives to provide accurate, timely, and appropriate information while safeguarding confidential and legally protected records.
2. Policy Statement
FRP will respond to reasonable requests for information in a respectful, timely, and professional manner, consistent with applicable federal and Maryland laws, contractual obligations, and organizational policies.
FRP recognizes the importance of public trust and will make appropriate organizational and program information available while protecting the confidentiality, dignity, and rights of individuals receiving services.
No individual will be denied access to publicly available organizational information based on race, color, national origin, religion, sex, disability, age, or any other status protected by applicable law.
3. Types of Information Available
FRP may provide the following information upon request, when appropriate:
- Organizational mission, vision, and history
- General descriptions of programs and services
- Eligibility requirements, referral processes, and admission procedures
- General program operating hours and contact information
- Publicly available annual reports and organizational outcomes
- Publicly available financial information, including applicable IRS Form 990 filings
- Community partnerships, educational resources, and outreach activities
- General organizational policies approved for public distribution
Information involving client records, employee personnel matters, confidential business information, internal investigations, or other legally protected materials will not be released unless disclosure is authorized or required by law.
4. How to Submit a Request
Individuals may submit requests for information through the following methods:
Email: info@frp-inc.org
Telephone: 410-605-0492
Mail or In Person:
The Family Recovery Program, Inc.
301 N. Gay Street, 3rd Floor
Baltimore, MD 21202
Requests should include the requester’s name, contact information, a description of the information requested, and the preferred method of response.
Individuals requesting general program information are not required to disclose sensitive personal information.
FRP will make reasonable accommodations for individuals who need assistance submitting a request because of a disability, language barrier, or other accessibility need.
5. Procedures for Responding to Requests
Step 1: Receipt and Documentation
FRP staff receiving a request will forward it to the appropriate program manager, designated representative, or Executive Director.
Requests requiring formal review will be documented, including the date received, nature of the request, and action taken.
Step 2: Review and Classification
The designated staff member will determine whether the request involves:
- General organizational or program information
- Publicly available financial or administrative records
- Confidential client information
- Protected health information
- Legal, governmental, or regulatory matters
- Other information requiring management approval
Step 3: Verification and Authorization
When a request involves confidential information, FRP will verify the identity and legal authority of the requester as appropriate.
Client information will be disclosed only when permitted or required by applicable law and organizational policy, including applicable HIPAA requirements, federal substance use disorder confidentiality requirements under 42 CFR Part 2, and Maryland confidentiality laws.
A valid authorization or another legally recognized basis for disclosure must be established before releasing protected information.
Step 4: Response Timeframes
FRP will make reasonable efforts to:
- Acknowledge routine written information requests within three business days
- Respond to routine requests within ten business days, when reasonably possible
- Notify requesters when additional time is needed and provide an anticipated response date
These internal service goals do not replace statutory or regulatory deadlines. Requests involving access to medical records, amendments, accounting of disclosures, or other legally protected rights will be handled within the applicable legal timeframes.
Step 5: Providing Information
Approved information may be provided by email, telephone, mail, in person, or another appropriate accessible format.
FRP will use reasonable safeguards when transmitting confidential or sensitive information.
Step 6: Documentation and Follow-Up
FRP will maintain appropriate records of formal information requests and responses in accordance with its record retention and confidentiality policies.
6. Protection of Confidential Information
FRP is committed to protecting the confidentiality of individuals and families participating in its programs.
FRP will not disclose client participation, treatment records, substance use disorder information, child welfare information, or other protected information without a legally sufficient basis.
FRP will not confirm or deny an individual’s participation in services when doing so would disclose protected information.
Requests involving subpoenas, court orders, law enforcement, child welfare agencies, or other governmental entities will be reviewed in accordance with applicable laws before information is released.
7. Requests That Cannot Be Fulfilled
FRP may decline, limit, or redirect a request when:
- The information is confidential or legally protected
- The requester lacks the necessary authorization or legal authority
- The requested information is not maintained by FRP
- Disclosure would violate applicable law or contractual obligations
- The request requires records that FRP is not legally obligated to create or disclose
When appropriate, FRP will explain the reason for its decision and provide information about available alternatives or applicable review and appeal rights.
8. Client Rights and Access to Records
Clients have the right to request access to their own records as provided by applicable law.
Requests for treatment records, corrections to records, restrictions on disclosures, and other privacy-related matters will be handled through FRP’s established confidentiality and records procedures.
FRP will not require a client to explain why they wish to access their records unless a specific legal requirement permits such an inquiry.
Clients will not experience retaliation or adverse treatment for exercising their legally protected information and privacy rights.
9. Questions, Concerns, and Complaints
Individuals who have questions about this policy, experience difficulty obtaining information, or wish to raise concerns about a response may contact:
The Family Recovery Program, Inc.
Attention: Executive Director
301 N. Gay Street, 3rd Floor
Baltimore, MD 21202
Phone: 410-605-0492
Email: info@frp-inc.org
FRP will review concerns promptly and respond in accordance with applicable organizational procedures and legal requirements.
10. Policy Oversight and Review
The Executive Director or designated representative is responsible for overseeing implementation of this policy, ensuring appropriate staff training, and monitoring compliance.
This policy will be reviewed at least annually and updated as necessary to reflect changes in applicable laws, regulatory requirements, and organizational operations.
Our Commitment
At The Family Recovery Program, Inc., we believe that access to accurate information builds trust, strengthens partnerships, and supports the individuals and families we serve. We are committed to responding with respect, transparency, compassion, and accountability while protecting every individual’s right to privacy.
