Media Use, Consent, and Removal Policy & Procedure

Effective Date: January 1, 2025

At bttr., we are committed to respecting the privacy, dignity, and preferences of every participant and family we serve. At the same time, we also believe in celebrating success, building community awareness, and sharing impact stories — when done with permission and care.

This Media Policy and Procedure outlines how bttr. may collect, use, share, store, and remove photographs, videos, audio recordings, written testimonials, and other types of media involving or referencing participants, families, staff, and the bttr. community. It also explains how individuals may opt in or out of media participation and how to request removal of published content.

All use of participant media is governed by California privacy laws, including the California Consumer Privacy Act (CCPA), applicable sections of Title 17, and bttr.’s internal confidentiality and documentation standards.

1. Purpose of this Policy

This policy is intended to:

  • Ensure that all media collection and use is based on voluntary, informed consent

  • Define what types of media bttr. may use now or in the future

  • Clarify where and how media may be shared, stored, or published

  • Provide a fair and transparent process for opting in or out

  • Offer a structured removal request process for anyone wishing to revoke permission

2. What We Mean by “Media”

The term media in this policy includes, but is not limited to:

  • Photographs (group or individual) taken during services, events, coaching, or public community activities

  • Video footage, including recordings of programs, testimonials, interviews, or community engagement

  • Audio recordings, including voice clips, interviews, podcasts, or internal learning features

  • Participant testimonials, written or spoken (even anonymous)

  • Quotes or written stories about a participant’s growth, experience, or achievements

  • Social media content, including posts, captions, photos, or graphics shared on bttr.’s official social platforms

  • Program marketing materials, such as brochures, newsletters, service flyers, and case studies

  • Website content, including visuals, stories, graphics, or staff features involving participants

  • Training materials, including blurred or generalized examples used to teach staff best practices

No media will ever be created or published without first obtaining explicit written consent, unless the content is anonymized and does not include any recognizable features or identifiers.

3. When and How Media May Be Collected

bttr. may collect media for the following purposes:

  • Highlighting participant success stories or service outcomes (with permission)

  • Documenting events, program participation, or outreach initiatives

  • Sharing organizational updates, mission work, or awareness-building campaigns

  • Training staff internally on real-life examples (only when consent is given)

  • Promoting community partnerships or public collaborations

  • Enhancing the visibility of our services and impact

Media may be collected during:

  • In-person coaching sessions

  • Community outings or events

  • Trainings or workshops

  • Participant testimonials (voluntary)

  • Scheduled media sessions (e.g., video interviews, staged photography)

  • Behind-the-scenes program documentation

No media is ever collected or shared without first requesting consent from the individual (or their legal representative) using a Media Release form or clearly documented digital opt-in.

4. Where Media May Be Used

If permission is granted, bttr. may publish or share participant-approved media in the following places:

  • The official bttr. website

  • Regional Center outreach materials (if permitted)

  • Printed brochures, flyers, or info sheets

  • Training materials for internal staff

  • Social media platforms managed by bttr. (e.g., Instagram, Facebook, LinkedIn)

  • Slide decks or digital presentations for public education, awareness, or recruitment

  • Participant onboarding packets

  • Reports to funders, stakeholders, or partners (with opt-in consent)

bttr. will never use participant images, stories, or voices in a way that is exploitative, misleading, or disconnected from the agency’s mission. Media will always be respectful, appropriate, and aligned with the dignity of those portrayed.

5. Consent Process

All individuals featured in any media collected or published by bttr. must sign a Media Consent Form or check a clearly labeled opt-in option during onboarding.

Consent is:

  • Voluntary: No one is required to appear in photos, videos, or promotional content

  • Reversible: Consent may be withdrawn at any time (see removal process below)

  • Specific: Participants may choose what types of media or uses they are comfortable with (e.g., website only, no social media, anonymous quote only, etc.)

  • Inclusive of representatives: Consent may be provided by a legal guardian or conservator if applicable

Participants will never lose access to services, support, or communication based on whether they give media consent.

6. Confidentiality and Security

All media is stored in secure systems and accessed only by authorized bttr. staff. Published media is reviewed prior to release to ensure that:

  • No confidential or sensitive information is exposed

  • No participant’s legal name, diagnosis, address, or financial details are revealed

  • Media aligns with the values of safety, dignity, and empowerment

Participants may request to preview any content that features them before publication.

7. Media Removal Request Procedure

We understand that consent may change over time. If a participant, family member, or representative wants previously approved media removed, they may submit a Media Removal Request to bttr. at any time.

To submit a removal request:

  • Email info@bttrliving.com with a written request describing the photo, video, post, or content to be removed

  • Include the participant’s full name, approximate date of the content, and where the media was seen (e.g., Instagram post, flyer, website section)

  • Specify whether the request is to remove the content entirely or to restrict future use

Timeline for Removal:
Upon receipt of a valid request, bttr. will review and confirm the request within 5 business days. If approved, the requested media will be removed or deactivated within 30 calendar days unless otherwise required by law or due to technical limitations.

Please note: bttr. cannot guarantee immediate removal from third-party platforms (e.g., content shared by others on social media or cached search engines), but will take all reasonable and good faith efforts to remove original source content within our control.

8. Refusal or Revocation of Consent

If a participant or family member chooses not to give media consent, bttr. will:

  • Refrain from collecting or publishing any visual, audio, or written media

  • Ensure the participant is not included in group or background photos

  • Respect the participant’s boundaries at all events, sessions, and public-facing activities

  • Continue to provide all services without limitation or negative impact

If a participant revokes a previously signed media release, the revocation will apply only going forward — existing published content may be removed through the process outlined above.

9. Questions and Additional Information

If you have questions about this policy or need help understanding it, you may contact your bttr. Coach or reach out to our main office at:

info@bttrliving.com