Providers should directly confirm and document the client’s current physical location at the beginning of each session and as needed when clinically indicated.
Knowing the client’s physical location is particularly important when responding to an urgent safety concern.
When the Client’s Location Cannot Be Confirmed
When a client’s location cannot be confirmed during an urgent safety concern, the Talkspace platform provides providers with the ability to request the client’s IP address.
An IP address may provide additional information to support emergency response efforts. It may help identify:
- The internet service provider or network associated with the connection
- An approximate city, region, or geographic area
- Other network information that may assist with locating the client
Important Limitations
An IP address generally does not provide a verified street address or exact physical location.
Location information may be affected by:
- VPNs
- Cellular routing
- Shared or guest networks
- Other technologies
Do not assume that law enforcement or emergency services can locate a client based on an IP address alone. An IP address may support further efforts, but additional information may be required.
Using IP Information During an Emergency
If an IP address lookup is needed:
- Use an IP address lookup resource to obtain available information.
- Compare the IP results with other available client and location information.
- Provide emergency responders with all available identifying and location information when appropriate.
- Clearly distinguish between information that has been confirmed and information that is estimated.
IP Lookup Resource: WhatIsMyIPAddress