Company Policies

📞 Phone Call Policy

• Our lines: (786) 652-6931 (calls & WhatsApp), (786) 821-4291 (office). Fax only: (786) 698-1757.
• Business hours: Monday–Friday, 9:00 AM – 5:00 PM. Voicemails and missed calls are returned within one business day.
• Every inquiry receives a reference number (e.g., CALL-XXXXXX). Please mention it in follow-ups so we can locate your case instantly.
• Calls may be documented in our practice-management system for quality and continuity of care. We do not record calls without informing you.
• We never ask for full credit-card or Social Security numbers over an inbound call. If someone does, hang up and call us back at a number listed on this website.

💬 SMS / Text Messaging Policy

• By providing your mobile number, you consent to receive text messages from us about scheduling, reminders, and service coordination. Consent is not a condition of receiving services.
• Message frequency varies; message & data rates may apply depending on your carrier plan.
• Reply STOP at any time to opt out of texts, or HELP for assistance. Opting out never affects your services.
• Do not send protected health information (PHI) — such as diagnoses, evaluations, or detailed clinical information — by standard SMS. Text is not a secure channel; use it for logistics only.
• For clinical questions, we will call you or use a secure channel.

🟢 WhatsApp Policy

• Our WhatsApp line is (786) 652-6931, for scheduling and general questions in English or Spanish.
• Messages started from our website include an automatic reference number (WA-XXXXXX) — keep it for follow-up.
• WhatsApp is encrypted in transit, but it is not an approved channel for PHI or clinical records. Please keep clinical details for calls, in-person conversations, or secure documents.
• We respond during business hours; urgent clinical matters should always be a phone call.

✉️ Email Policy

• Official addresses end in @americaninstituteofmentalhealth.com. Be cautious with lookalike addresses; when in doubt, call us.
• Website inquiries generate a reference number in the subject line (e.g., [INQ-XXXXXX]) — please keep it in the thread.
• We reply within one business day.
• Standard email is not fully secure: avoid sending PHI (evaluations, diagnoses, insurance member IDs) unencrypted. We can arrange a secure method for documents — just ask.
• Our emails include a confidentiality notice; if you receive one by mistake, please delete it and let us know.

🔒 Privacy & HIPAA

• We are a covered entity under HIPAA. Clinical records live in our secure practice-management system (ABARecords), scoped exclusively to our organization.
• PHI is shared only with your authorization, for treatment, payment, and health-care operations, or as required by law.
• You may request access to your child's records, corrections, and an accounting of disclosures at any time.
• Privacy concern? Contact compliance@americaninstituteofmentalhealth.com or use our confidential report form. You may also complain to HHS OCR — never with retaliation from us.
• Full details: Privacy Policy.

📣 Social Media Policy

• Official accounts: Instagram @AIMH_HEALTH and this website's Community page. Anything else is not us.
• We never discuss clients or share client images on social media without explicit written consent.
• Please don't share your child's clinical details in public comments or DMs — bring those to a call or email so we can protect your privacy.
• Our team follows the BACB ethics code online: no dual relationships, no testimonial solicitation from current clients, no PHI. Staff personal accounts do not speak for the company.

🗓 Scheduling, Cancellations & No-Shows

• Consistency drives progress in ABA. Please give at least 24 hours' notice to cancel or reschedule a session.
• Repeated late cancellations or no-shows may require a schedule review with your BCBA so authorized hours aren't lost.
• If we ever need to cancel, we notify you as early as possible and offer a make-up session.
• Sessions are reminded by text (see SMS policy). Reply STOP to opt out of reminders.

💻 Telehealth Policy

• Telehealth ABA (including parent training) is delivered through secure video platforms; links are sent individually before each session.
• Choose a private space for sessions; we do the same on our end. Sessions are not recorded without written consent.
• If technology fails, we switch to phone and make up lost time whenever possible.

🤝 Conduct & Non-Discrimination

• We serve every family with dignity — regardless of race, color, national origin, language, religion, sex, gender identity, sexual orientation, disability, or payment source (including Medicaid).
• Language access: services and communication available in English and Spanish (and French/Haitian Creole materials on this website).
• Zero tolerance for harassment, discrimination, or abusive conduct — by staff or toward staff.
• Concerns are handled through our Ethics & Safety channel with a strict non-retaliation guarantee.

🚨 Mandatory Reporting

• All of our clinicians are mandatory reporters under Florida law: suspected abuse, neglect, or exploitation of a child or vulnerable adult is reported to the Florida Abuse Hotline (1-800-962-2873) — always.
• This duty overrides confidentiality and cannot be waived. Protecting children comes first.
• See If You See Something, Say Something for all reporting channels.

Questions about these policies?

Call (786) 652-6931, email info@americaninstituteofmentalhealth.com, or write to compliance@americaninstituteofmentalhealth.com. These policies are reviewed periodically; the effective date above reflects the latest revision.