General Privacy Policy
211 Maryland respects your privacy. 211 Maryland may collect information from users of its website (“Website”). This policy describes:
- The types of information we may collect or that you may provide through the Website.
- Our practices for collecting, using, and disclosing that information.
This policy applies only to information we collect from you through our Website and in other electronic communications sent through or in connection with our Website. This policy does not apply to information that:
- Is collected on or by third-party websites or applications that you may access via our Website or otherwise.
- You provide to or is collected by any third-party. These third parties may have their own privacy policies, which we encourage you to read before providing information to them.
Please read this policy carefully to understand our policies and practices regarding your information and how we will treat it. If you have any questions about this policy or matters that relate to it, you may contact us at info@211md.org.
Information We Collect And How We Collect It
We may collect information from and about you when you engage with our Website:
- Directly from you when you provide it to us.
- From other third parties; for example, our business partners.
- Automatically when you use certain features of our Website.
Information You Provide Us
You may provide personal information:
- That identifies you, including, without limitation, your name, postal address, email address, telephone number, any other identifier by which you may be contacted online or offline, state of residence, age, gender, school, languages spoken, social media accounts, credit card information and photographs.
- That identifies others, including, without limitation, the names of victims, witnesses, or perpetrators of hate crimes or similar incidents and details of incidents that affect these individuals.
This information includes:
- Information that you provide by filling in forms. This includes information provided at the time of registration, information written on any applications, information provided during an interview, information you provide when reporting an incident or hate crime and/or information you provide when requesting further services.
- Information that confirms your identity, authority, or other characteristics.
- Your responses to surveys or questionnaires that we may ask you to complete.
- Details of transactions that you carry out through our Website.
- Information that is related to your user profile, including your username, password, password reminder questions and answers, interests, communication preferences, and any correspondence you send to us.
- Optional information you can choose to supply, to enable you to have a personalized experience with our Website and to enable us to give you the information you desire.
You and others may also provide information to be posted on public areas of the Website, or transmitted to other users of the Website or third parties (collectively, “User Contributions”). If you disclose information in a User Contribution, this information can be viewed, collected and used by others.
Automatic Information Collection And Tracking
When you access or use our Website, we may use technology to automatically collect information, including:
- Usage Details. When you access and use the Website, we may automatically collect certain details of your access and use of the Website, including location data, length of time you visit our site, page views, click-stream information, referring URL, logs, and other communication data and the resources that you access and use on or through the Website.
- Device Information. We may collect information about your device and internet connection, including the device’s unique device identifier, IP address, operating system, browser type, and network information.
Information Collection And Tracking Technologies
We may partner with ad networks and other ad serving providers (“Advertising Providers”) that serve ads on behalf of us and others on non-affiliated platforms. Some of those ads may be personalized, meaning that they are intended to be relevant to you based on information Advertising Providers collect about your use of the Site and other sites or apps over time, including information about relationships among different browsers and devices. This type of advertising is known as interest-based advertising.
We may also work with third parties that collect data about your use of the Website and other sites or apps over time for non-advertising purposes. The technologies we use for automatic information collection on our Website may include:
- Cookies. Like most websites, 211 Maryland and our third-party analytics providers may use cookies on the Website. A cookie is a small file placed on your device to allow an analysis of your use of the Website. For example, cookies may be used for providing custom personalized content or monitoring the effectiveness of the Website.
- Flash Cookies. Certain features of the Website may use local stored objects (or Flash cookies) to collect and store information about your preferences and navigation to, from, and on the Website.
- Web Beacons and Other Technologies. We may use standard Internet technology, such as web beacons (also referred to as clear gifs, pixel tags, and single-pixel gifs) and other similar technologies, to track your use of the Website, count users who have visited certain pages and verify system and server integrity.
- Google. 211 Maryland uses Google Analytics and other third-party services to improve the performance of the Site and for analytics and marketing purposes. For more information about how Google Analytics collects and uses data when you use our Site, visit www.google.com/policies/privacy/partners, and to opt out of Google Analytics, visit tools.google.com/dlpage/gaoptout We may use Google Analytics, a web analytics service provided by a third-party.
Your browser may offer tools to limit the use of cookies or to delete cookies, however, if you use these tools, our Website may not function as intended.
How We Use Your Information
The Website usage information and information we collect automatically helps us to improve the Website and to deliver a better and more personalized experience by enabling us to:
- Estimate our usage patterns.
- Store information about your preferences, allowing us to customize the Website.
- Compile information about hate crimes and similar incidents.
- Speed up your searches and help you efficiently access information.
- Recognize you when you use the Website.
- Help diagnose problems with our servers and to administer the Website.
- Track entries, submissions, and status in any interactive portions of the Website.
- Monitor the effectiveness of the Website and aggregate metrics.
We use information that we collect about you or that you provide to us, including any personal information, to:
- Provide you with the Website, and any other information, products, or services that you request from us.
- Provide you with the Website contents and its interactive features.
- Reach out to you about hate crimes and similar incidents you report to us.
- Enable you to work, consult, or volunteer for us.
- Process your donation.
- Develop statistics.
- Evaluate your application or registration to receive programs and services from us.
- Give you notices about your account or registration.
- Provide you with marketing communications or newsletters.
- Carry out our obligations and enforce our rights arising from any contracts entered into between you and us.
- Notify you when updates to our Website are available and notify you of changes to any services we offer or provide.
- To fulfill the purpose for which you provide it. For example, if you give us an email address to use an email feature of the Website.
- For internal purposes, where necessary.
- To comply with applicable laws.
- For any other purpose with your consent.
Disclosure Of Your Information
We may disclose aggregated information about our users, and information that does not identify any individual or device, without restriction.
In addition, we may disclose information that we collect, or you provide:
- To our subsidiaries, affiliates, and agents.
- To contractors, service providers, and other third parties we use to support our business.
- To the Office of Immigration Affairs, local law enforcement, or other agencies to report incidents, including hate crimes, or to the Governor’s Office of Community Initiatives, the Maryland Coordination and Analysis Center (MCAC), or similar entities for data sharing and public awareness.
- To a buyer or other successor in the event of a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of 211 Maryland’s assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal information held by 211 Maryland about users of our Website is among the assets transferred.
- To comply with any court order, law, or legal process, including to respond to any request for cooperation from law enforcement, regulatory or other government agency, or to establish or enforce or apply our terms of use or our rights or remedies arising from any contracts entered into between you and us, and other agreements, including for billing and collection. In such cases, we may raise or waive any legal objection or right available to us, in our sole discretion.
- If we believe disclosure is necessary or appropriate in connection with efforts to investigate, prevent, report, or take other action regarding illegal activity, suspected fraud, or other wrongdoing; to protect or defend the rights, property, or safety of 211 Maryland or others. This includes exchanging information with other companies and organizations for the purposes of fraud protection and credit risk reduction.
- To report suspicion of elder abuse, neglect, child abuse, hate crimes, or similar incidents.
- To persons disclosed by us when you provide the information.
- To other persons or entities with your consent or as otherwise disclosed at the time of collection.
Your Choices
When you sign up or contact us through the Website, you may be set up to receive email messages, unless you indicate that you do not wish to receive emails. At any time, you can choose to no longer receive such emails by following the instructions found in the emails, or by sending us an email stating your request to info@211md.org
If you do not wish to have your contact information used by 211 Maryland to promote our programs or services, you can opt-out by sending us a letter or an email stating your request.
For choices with respect to third-party interest-based advertising activities and analytics, please see the “Information Collection and Tracking Technologies” section above.
Third-Party Links
The Website may provide links to third-party websites or apps. We do not control the privacy practices of those websites or apps, and they are not covered by this privacy policy. You should review the privacy policies of other websites or apps that you use to learn about their data practices.
Accessing And Correcting Your Personal Information
You may call, email, or otherwise contact us to request access to, correct, or delete personal information that you have provided to us. In some instances, we cannot delete your personal information except by also deleting your user account or terminating any services you are currently engaged in or receive from 211 Maryland. We may not accommodate a request to change information if we believe the change would violate any law or legal requirement or cause the information to be incorrect.
Children’s Information Collection
We only collect information about those under 13 years of age with parental consent. If we learn we have collected or received personal information from a child under 13, we will delete that information upon request of parent.
Changes To Our Privacy Policy
We may update our privacy policy from time to time. We encourage you to visit this page periodically to learn of any updates.
Contact Information
To ask questions or obtain more information about this privacy policy and our privacy practices, please contact us at:
211 Maryland
9770 Patuxent Woods Drive
Suite 334
Columbia, MD 21046
Phone: 301-970-9888
Email: info@211md.org
Last revised 10/1/2026
Artificial Intelligence Privacy Policy
What the AI Resource Finder is
The 211 Maryland AI Resource Finder (“AI Resource Finder”) is a generative artificial intelligence (AI) tool, not a person. Keeper Systems, Inc. (“Keeper”) provides it on behalf of Maryland Information Network 2-1-1 Maryland, Inc. (“211 Maryland”). It uses artificial intelligence and machine learning to search the 211 Maryland resource database and suggest community resources for health care and food.
Its answers are generated by AI and can be wrong or out of date. Confirm hours, eligibility, and other details with the provider, or dial 2-1-1, before you rely on them. The AI Resource Finder does not give legal, medical, or financial advice. It does not determine eligibility for benefits or services, rank or score people, or make decisions about you. Using it is optional. You can also search www.211md.org or dial 2-1-1 to talk with a trained specialist.
Information we collect
- Information you provide: your preferred language, ZIP code, the type of help you need, any additional information you choose to share, and feedback.
- Technical and usage information: device type, browser, IP address, and session activity.
We collect your ZIP code only. We do not collect your precise location.
Sensitive information. The help you ask for, or what you type, may reveal sensitive information. Examples include a health or mental health condition, substance use, pregnancy, immigration status, or sexual orientation or gender identity. By choosing to continue after the notice shown at the start of each chat, you consent to processing this information. It will be used only to find the resources you asked for and, after personal information is removed, to review quality and report on community needs. You can withdraw consent at any time by ending the chat and emailing ai@mdinfonet.org.
What not to share. Do not enter Social Security numbers, bank or card numbers, passwords, login credentials, medical records, or other highly sensitive data. Share only what is needed to find resources.
How we use information
- To understand your request and return matching resources.
- To operate, secure, and troubleshoot the AI Resource Finder.
- To review quality and correct errors.
- To produce de-identified, combined reports on community needs and service use.
Who we share information with
- Keeper Systems, Inc.: Operates the AI Resource Finder for 211 Maryland as a service provider (processor).
- Keeper’s AI model provider: OpenAI generates responses. Before your message reaches OpenAI, Keeper’s privacy layer is designed to remove personal information, but automated removal may not catch everything. OpenAI may keep the de-identified text for up to 30 days to monitor for abuse, unless law requires longer, and does not use it to train its models.
- Government, funding, and community partners: De-identified, aggregated data only, never chat content about individuals.
- Legal requirements: When required by law, subpoena, or to protect someone's safety.
What we do not do
Neither 211 Maryland nor Keeper sells your information or uses it for targeted advertising. Keeper may not use your chats to train or improve its AI models or to develop other products, and it keeps your information separate from other organizations’ data. The AI Resource Finder makes no automated decisions about you.
Human review and safety
Chats are not monitored live. Keeper reviews chat records with personal information removed to check quality and safety and to correct errors. Designated 211 Maryland staff can view chat records, including user messages with personal information removed and AI responses, to check quality and safety and to report errors or safety concerns. Each staff member signs in with an individual account.
If you mention an emergency or a crisis, the AI Resource Finder is designed to direct you to 9-1-1 or 9-8-8. No one is alerted automatically. If you are in danger, call 9-1-1.
How long information is kept
Keeper removes personal information from chat records once your session, and any follow-up it triggers, is complete. Records with personal information removed are kept for up to 30 days to review quality and correct errors. De-identified, combined data may be kept to report on community needs. We may keep information longer when law or contract requires it.
Separation from client records
The AI Resource Finder is not connected to the systems 211 Maryland uses to manage client records or to partner referral systems. Your chat is not linked to those records.
Security
Chat information is protected by Keeper through encryption and access controls. In the event of a breach, 211 Maryland is notified within 72 hours. If a breach affects your information, 211 Maryland will notify affected people as required by Maryland law. Because the AI Resource Finder does not collect contact information, notice will be provided by posting on 211md.org and through statewide media.
Minors
The AI Resource Finder is open to anyone looking for food and health resources, and we do not ask your age. If you are under 18, you can also dial 2-1-1 to talk with a trained specialist. If we learn that a chat came from a child under 13, we will delete the record of that chat.
Language
The AI Resource Finder is available in English and Spanish. Spanish responses are generated by AI and may contain translation errors, so confirm important details with the provider or dial 2-1-1. For help in other languages, dial 2-1-1.
Oversight
211 Maryland oversees the AI Resource Finder and reviews it for accuracy, safety, and fairness. Keeper monitors the AI for accuracy and reliability and works to identify and reduce bias.
Your privacy rights
If you live in Maryland, you have the right to:
- Confirm whether we process your personal data.
- Access your personal data.
- Correct inaccurate personal data.
- Delete your personal data.
- Receive a copy of your personal data in a portable format.
- Get a list of the categories of third parties we share your personal data with.
- Opt out of the sale of your personal data, targeted advertising, and profiling.
We will not discriminate against you for exercising these rights. We do not sell personal data, and we do not use AI Resource Finder data for targeted advertising or profiling.
To make a request, email ai@mdinfonet.org. You do not need an account. Because personal information is removed after each session, we may hold little or no information connected to your chat. We will respond within 45 days. If we need more time, we will tell you, and we may extend once by up to 45 days. Up to two requests in any 12-month period can be made at no cost. For additional requests, we may charge a reasonable fee and will tell you before processing.
Appeals. If we decline your request, you may appeal by emailing ai@mdinfonet.org with “Appeal” in the subject line. We will respond in writing within 30 days. If we deny your appeal, you may contact the Maryland Attorney General's Consumer Protection Division at consumer@oag.state.md.us, 410-528-8662, or oag.maryland.gov.
Changes to this section
We will post updates to this section with a new effective date. If we make a material change, such as collecting new types of information, using information for a new purpose, or adding a new service provider that receives chat data, we will display a notice in the AI Resource Finder at least 14 days before the change takes effect. Material changes apply only to chats that begin after the change takes effect.
Effective October 1, 2026
Contact
Maryland Information Network 2-1-1 Maryland, Inc. (“211 Maryland”)
9770 Patuxent Woods Drive, Suite 334
Columbia, MD 21046
211 Maryland Solicitations And Voluntary Giving Policy
The most responsive contributors are those who have the opportunity to become informed and involved. We therefore promote voluntary giving in dealing with donors, employees, volunteers, and vendors.
We will respect the rights of donors to:
- Be informed of 211 Maryland’s mission, how resources will be used and that donations are used effectively for their intended purposes.
- Be informed of the identity of those serving on the Board of Directors and expect that the Board will exercise prudent judgment in its stewardship responsibilities.
- Have access to 211 Maryland’s most recent financial reports.
- Receive appropriate acknowledgment and recognition.
- Be assured that information about their gifts is handled with respect and with confidentiality to the extent provided by law.
- Expect that all relationships with individuals employed by 211 Maryland to the donor will be professional in nature.
- Have the opportunity for their names to be deleted from distribution lists.
- Feel free to ask questions when donating and to receive prompt and truthful answers.
Donors with concerns should contact our Donor Helpline by: email at info@211md.org.
