Spirit & Sand's Terms of Service

By accessing and using Spirit & Sand’s services, including SMS communications, you agree to the following terms:

1. Overview of Services 

Spirit & Sand provides housing stabilization services, case management, and community outreach to help individuals secure and maintain stable housing. Our team offers: 

• Outreach to individuals experiencing homelessness or housing instability. 
• Assistance applying for housing programs, benefits, and supportive services. 
• Coordination with landlords and housing providers. 
• Advocacy in housing-related matters. 
• Connections to mental health, substance use, employment, and social services. 

2. Client Code of Conduct 

Personal Accountability 

• Participation in our program requires personal accountability and active involvement, including attending scheduled meetings, participating in programming, and open communication. 
• Clients will work with Spirit & Sand staff to set and pursue realistic goals for stable housing. 

Respect for Others 

• Treat all Spirit & Sand staff, partners, and other clients with respect. 
• Spirit & Sand maintains a zero-tolerance policy for verbal or physical abuse, hostility, or aggression. 
• Respect shared and private spaces by keeping them clean, safe, and free from disruptive behavior. 

Health and Safety 

• Clients agree to follow all safety guidelines and report any safety concerns immediately. 
• Acts of violence, threats, or endangering others may result in intervention or termination of services. 

Confidentiality and Privacy 

• Clients will maintain professional boundaries with staff. 
• Clients consent to information sharing with authorized partners/agencies for service coordination purposes. 

Participation in Services 

• Active involvement in housing searches, financial planning, and other agreed-upon activities is expected. 
• Clients must inform Spirit & Sand staff promptly about changes in housing status or contact information. 

Financial Responsibility 

• Clients will develop and follow a financial plan for housing stability. 
• Clients are responsible for timely rent/fee payments and informing staff of financial difficulties. 

Program Guidelines 

• Abide by all policies and guidelines. Non-compliance may affect program eligibility. 

3. Communication Requirements 

Spirit & Sand understands that housing instability can make maintaining consistent contact challenging. However, communication is essential to providing effective support and services. 

We ask that clients make every reasonable effort to: 

• Provide and maintain a working phone number and email address so we can stay in touch about housing opportunities, appointments, and important updates. 
• Check messages regularly, whether by phone, text, or email, and respond as promptly as possible to Spirit & Sand staff. 
• Notify your housing coordinator as soon as possible if your contact information changes or if you are having difficulty accessing a phone or email. 
• If maintaining consistent communication is a barrier, Spirit & Sand staff can help identify community resources that may offer solutions, such as free or low-cost phones and internet access points. 

4. Moving Assistance Policy 

Spirit & Sand provides limited support for coordinating moves for clients receiving housing assistance. Our role is facilitative and does not include physical labor. 

Limited Assistance Role 

• Spirit & Sand staff may provide support in coordinating a move, such as: 

1. Identifying resources like moving companies, transportation options, or community assistance programs. 
2. Assisting with move-in logistics, such as scheduling, completing paperwork, and confirming utility connections. 
3. Spirit & Sand’s role is to support the process, not execute the move itself. 

Staff Presence 

• A Spirit & Sand team member should be present to oversee the move whenever possible. Their role is to: 

1. Ensure the move aligns with the housing plan. 
2. Provide guidance and support as needed. 
3. Assist in problem-solving logistical challenges (e.g., coordinating with landlords or service providers). 

• The team member’s presence does not mean they will physically assist with moving items. 

No Liability for Personal Belongings 

• Spirit & Sand is not responsible for any lost, stolen, or damaged items during the moving process. 
• Clients are responsible for tracking, securing, and transporting their belongings. 
• Spirit & Sand is under no obligation to hold or store any personal belongings for clients. Clients must make their own arrangements for storing items before, during, and after their move. 

Physical Limitations on Staff Assistance 

• Spirit & Sand staff will not: 

1. Lift, carry, or transport heavy boxes, furniture, or other large items. 
2. Engage in any physical labor associated with moving. 

• Clients must make their own arrangements for moving labor, whether through personal networks or professional services. 

Client Responsibility 

• Clients are expected to: 

1. Arrange their own packing, transportation, and unloading of belongings. 
2. Plan ahead to prevent last-minute emergencies that may impact their ability to move. 

• Spirit & Sand will provide guidance on finding moving assistance but will not take on direct responsibility for the move. 

No Obligation for Cleaning or Repairs 

• Spirit & Sand staff are not responsible for any cleaning, repairs, or maintenance of a client’s previous residence during move-out. 
• It is the client’s responsibility to ensure that any required cleaning or repairs are completed in accordance with lease agreements or landlord expectations. 
• Clients should arrange for their own cleaning services or seek community resources if assistance is needed. 

Financial Assistance 

• Limited financial resources may be available to assist with moving expenses, such as application fees, security deposits, or moving costs. 
• Funds are not guaranteed and are provided at the discretion of Spirit & Sand based on availability at the time of the request. 
• Clients will be informed if financial assistance is an option, and all requests will be evaluated on a case-by-case basis. 

Safety Considerations 

• To protect staff from potential injury, Spirit & Sand strictly prohibits employees from engaging in any physical lifting or moving tasks. 
• Any staff injury sustained from activities outside the scope of their role is not covered under organizational policies. 
• Clients who repeatedly request physical moving assistance despite this policy will be redirected to appropriate community resources.

5. SMS Communication 

By providing your phone number and opting into SMS communications, you consent to receive service-related messages, including: 

• Appointment reminders. 
• Housing support updates. 
• Non-promotional community event announcements. 

Important Details 

• Message frequency varies, with up to 20,000 messages per month sent across our SMS platform. 
• Message and data rates may apply based on your mobile carrier plan. Spirit & Sand is not responsible for any charges incurred. 
• Spirit & Sand is not responsible for delayed or undelivered messages due to mobile carrier issues. 
• To opt out at any time, reply STOP to any message from Spirit & Sand. 
• To opt back in, reply START. 
• For assistance, reply HELP or visit https://spiritandsand.org/. 
• Visit our Privacy Policy for more details on data handling. 

6. Liability Limitations 

• Spirit & Sand is not liable for damages, losses, or expenses resulting from services provided, including SMS communications and moving coordination. 
• We do not guarantee uninterrupted or error-free services. 
• We are not responsible for issues beyond our control, such as carrier network failures. 

7. User Responsibilities 

• Clients must provide accurate information and engage respectfully with staff. 
• Abusive or fraudulent behavior may result in termination of services. 
• Clients must comply with housing agreements and program guidelines. 

8. Modifications to Terms 

Spirit & Sand may update these Terms of Service at any time. Continued participation after updates indicates acceptance. For questions, contact nkautz@spiritandsand.org. 

9. Grievances and Appeals 

Spirit & Sand is committed to providing fair and respectful services. If you have concerns about how services are delivered or decisions made, you have the right to voice your concerns through our Grievance and Appeals process. 

Grievance Process 

• If you have a concern or complaint about services, staff interactions, or any part of your experience with Spirit & Sand, we encourage you to first discuss it directly with your Housing Coordinator. 
• If the concern is not resolved, you may submit a formal grievance in writing (by email, mail, or in person) to the Executive Director, cproctor@spiritandsand.org, 507-251-4473. 
• Spirit & Sand leadership will review your grievance and respond within ten business days with a decision or resolution. 
• You will be treated with respect throughout this process, and your services will not be negatively impacted by raising a concern. 

Appeals Process 

• If you disagree with a decision made about your participation in services (such as denial of services, discharge from the program, or funding decisions), you may appeal. 
• Appeals must be submitted in writing within ten business days of receiving the decision you wish to appeal. 
• Appeals are reviewed by Spirit & Sand’s leadership team, and a written response will be provided within ten business days. 
• The decision made through the appeals process is final. 

For assistance with filing a grievance or appeal, you may contact nkautz@spiritandsand.org or ask your Housing Coordinator for guidance. 

10. Confidentiality & Privacy 

Spirit & Sand is committed to protecting your privacy and maintaining confidentiality in accordance with our Privacy Policy, which explains in detail how we collect, use, and safeguard your personal information. Spirit & Sand does not sell or share personal data for marketing purposes. 

You can review our full Privacy Policy at https://spiritandsand.org/privacy. 

By agreeing to these terms, you acknowledge that you have been informed of the Privacy Policy and understand how your personal data is handled. 

11. Right to Discontinue Services 

Spirit & Sand is committed to supporting clients in achieving housing stability, but participation in our programs is contingent on adhering to the policies outlined in this Terms of Service agreement. 

Spirit & Sand reserves the right to modify, suspend, or terminate services if a client: 

• Engages in abusive, threatening, or violent behavior toward staff, partners, or other clients. 
• Repeatedly violates the expectations outlined in this Terms of Service, including the Client Code of Conduct and Moving Assistance Policy. 
• Engages in fraud, misrepresentation, or misuse of services. 
• Refuses to participate in essential aspects of the housing support process, without reasonable justification. 
• Creates an unsafe or disruptive environment that affects the ability of staff to provide services. 
• Fails to maintain reasonable communication, making it impossible to provide effective support. 

Notice of Termination: 

• Spirit & Sand will provide clients with written notice if services are being discontinued, except in cases of immediate safety concerns. 
• Clients have the right to appeal a termination decision by following the Grievances and Appeals Process outlined in Section 9. 
• Please note: Spirit & Sand does not guarantee housing placement or financial assistance. Services are subject to availability and adherence to this Terms of Service agreement. 

Impact of Discontinuation: 

• If services are discontinued, Spirit & Sand will, when possible, help with an HSS agency transfer or referrals to other community resources. 
• Discontinuation of services does not affect a client’s HSS eligibility or ability to work with Spirit & Sand in the future, although any re-engagement will be evaluated on a case-by-case basis.