INTENT:
To provide guidelines on how to communicate with clients via email and ensure that communication with the client is provided in a secure and confidential manner.

POLICY:
Workers can use email communication to correspond with clients. When communicating with clients via email, workers must be aware of the following requirements and resources:

Policy Requirement: Policy requirements and criteria for benefits must still be followed regardless of the communication method with client.

Common Notification: For the purposes of programs and services under Alberta Supports, any time workers collect information from an individual using any communication method, they should reference the Common Notification. The Common Notification statement provides an explanation of how clients’ personal information will be used by the programs and services they access. Refer to the Information Sharing Fact Sheet: Understanding Common Notification for Programs and Services under Alberta Supports for additional information.

FOIP: Workers must review and be familiar with the Access to Information and Protection of Privacy Policy.

Government of Alberta Learning Management System: Workers must ensure all required training related to information management and cyber security is up-to-date and completed.

Records Management: Email(s) and attachment(s) that are considered as the official record must be retained, documented and filed appropriately on the client’s file. Refer to the Official and Transitory Records: A Guide for Government of Alberta Employees guide for additional information about transitory versus official records.

Other Considerations:

• All emails should have subject lines and bodies that are clear, but that do not contain any confidential information, in case the email is shared or is sent to the wrong location
• If sharing personal or private information with clients via email, confirm the client’s identity using a variety of methods (such as date of birth, Alberta health care number, address, full name, etc) and ensure that the correct email address is used prior to emailing
• When identifying and sending confidential or sensitive information external to the GoA, use one of the following two methods:
  • Secure, encrypted website https://sendfile.alberta.ca. For more information, access the Enhanced File Transfers user guide
  • Password protected documents. Where possible, send documents in PDF and locked format so recipients cannot open the file or make changes unless they unlock the document. Send the password separately (not in the same email). 

Guides to password protect documents:

• How to Password Protect Word Documents
• How to Password Protect PDF Documents
• How to Password Protect a Zip File

 
Additional information on digital communications can be found in the two links below:

• Digital Communication Dos and Don’ts
• Digital Communication Tip Sheet