Parenting Through Cancer - Product Information and Terms of Use

Name of digital mental health service: Parenting Through Cancer

Name of service provider: Canteen

Date of last service update: Parenting Through Cancer Version 2 was released in 2021 Parenting Through Cancer is subject to a continuous safety and quality assurance process that informs ongoing enhancements and maintenance as required.

Date this form was completed: March 2024

Acknowledgement and acceptance of Terms of Use

Before you use Parenting Through Cancer we recommend that you read:

• Our Privacy Policy

• Our terms and conditions of use, as set out here which, together, are the Terms and Conditions that apply to your use of our website.

By using this website, you agree that you will use the website while following the Terms and Conditions. https://parentingthroughcancer.org.au is intended for use in Australia and New Zealand only. For the purposes of these Terms and Conditions, “Canteen”, “Parenting Through Cancer”, “us”, “our” and “we” refers to The Australian Organisation For Young People Living With Cancer (ABN 77 052 040 516) (CanTeen), as operator of this website, and “you” and “your” refers to you, the client, visitor, website user or person using our website.

We may change part or all of the Terms and Conditions at any time. The most current Terms and Conditions will always be posted on this website. If you continue to use our website, this means you accept the Terms and Conditions that are current at that time. If you do not agree with any of the Terms and Conditions (or any changes made to them), you should immediately stop using and accessing the website.

1. Is this service for me?

Parenting is tough enough without adding cancer to the mix. Our community gives parents/carers a safe space to connect with others who are dealing with their own diagnosis or cancer in their family. You can talk to our specialist counsellors about the parenting challenges that cancer brings. They can help you develop coping strategies and just listen. The counselling service is confidential and completely free.

1.1 What health conditions does Parenting Through Cancer help with?

Parenting Through Cancer is appropriate for parents of children and young people aged 0- 25 years seeking to access peer and psychosocial support when impacted by cancer.

1.2 Who is Parenting Through Cancer intended for?

Parenting Through Cancer is for parents or carers who:

• Have children aged 0-25 years old

• Are impacted by cancer: patients, cancer survivors, people whose partner or children have cancer, whose partner or children are survived cancer, or partner or children

1.3 What kind of assistance does Parenting Through Cancer offer?

Parenting Through Cancer aims to support parents and carers impacted by cancer to experience improved psychological well-being by providing them with psycho-educational resources, connection, and access to online counselling sessions.

What you’ll find on Parenting Through Cancer:

• Messaging function – You can have private conversations with other parents who are in similar situations.

• Discussions – Read about other parents’ experiences of dealing with cancer in their family and add your voice to the discussions that matter to you.

• Events – Register your interest for one of our events.

• Counselling chat – Counsellors are available online six days a week

• Resources – Explore resources for parents impacted by cancer such as ‘How to talk to your children about cancer’.

1.4 How is Parenting Through Cancer delivered?

Parenting Through Cancer is a fully responsive online program that can be accessed on desktop computers.

1.5 Are health professionals involved in delivering the service?

Parenting Through Cancer online chat function and forum moderation is delivered by a team of qualified professionals including social workers, counsellors and psychologists and other allied health professionals.

1.6 When is Parenting Through Cancer available?

• Forums are available 24/7

• Online counselling is available:

Monday 10am- 8pm (Sydney time)

Tuesday 10am- 8pm (Sydney time)

Wednesday 10am- 8pm (Sydney time)

Thursday 10am- 8pm (Sydney time)

Friday 10am- 6pm (Sydney time)

Saturday 11am- 5pm (Sydney time)

Sunday CLOSED

1.7 How much does the service cost?

Is there any ongoing cost? Parenting Through Cancer is free is free to use but does require a working internet connection and a small amount of data per session. An average Counselling session will use 5MB of data. Each page of the website will use an average of 2MB of data. with an estimated cost of $0.009/MB

1.8 How can I access Parenting Through Cancer?

To access Parenting Through Cancer, users will need:

• A desktop computer or mobile device (smart phone or tablet). Please see below for further detail in relation to device recommendations.

• A stable internet connection (Recommended internet speed: 5 mbps and above).

Desktop:

• Recommended internet browsers for accessing Parenting Through Cancer: Chrome, Edge and Fire Fox.

• Recommended screen resolution: 1920 X 1080.

System Requirements

• 4 GB RAM.

• Internet download/upload speed 1Mbps.

• Windows 10 and above / Latest Mac OS.

Mobile Devices:

• Most devices released in the last 3 years.

• Latest iOS / Android.

Recommended Browsers:

• Google Chrome (latest version).

• Microsoft Edge (latest version).

• Apple Safari (latest version).

• FireFox (latest version).

1.9 Can I access the Parenting Through Cancer anonymously?

Yes, you can choose to register under a pseudonym to access the online forums. This may be in the form of registering under a different name, creating a specific email address for using Parenting Through Cancer and/or choosing an anonymous username.

If you wish to access online counselling, you will need to provide your real name so counsellors can obtain informed consent and ensure that if there are risks to your safety you can be located and protected.

1.10 Does Parenting Through Cancer allow my carer, family member or support person to work with me to use the service?

No, this is an individual based support service.

2. Will I benefit if I use this service?

2.1 Is there any independent scientific evidence of benefit from using Parenting Through Cancer?

Parenting Through Cancer has been evaluated by Canteen’s Impact team and has been deemed suitable, acceptable and fit for purpose.

2.2 Is Parenting Through Cancer endorsed by a government or professional body?

Parenting Through Cancer is promoted via several credible government and nongovernment bodies and services such as:

• The Australian Government Department of Health's 'Head to Health' website.

• The healthdirect website funded by the Australian Government.

• The eMHPrac (e-Mental Health in Practice) project funded by the Australian Government.

3. Could this service do me harm?

3.1 Are there any precautions or safety warnings related to this service?

Parenting Through Cancer should not replace the advice of a doctor. If you’re having thoughts and feelings that are getting on top of you, please consider talking to someone your trust or reach out to your GP. If you’d like talk to someone now, please call Lifeline on 13 11 14 or Kids Helpline on 1800 55 1800.

We take the safeguarding of children, young people and vulnerable persons seriously. Whilst we have measures in place to ensure the safety of our users we are unable to eliminate all risks of potential harm. Should you have concerns about the safety of yourself or anyone else please contact emergency services if it is a crisis or speak to a trusted person or professional.

3.2 Has anyone reported concerns or adverse health events after using this service?

No, Canteen is not aware of any reports of adverse health events or consumer concerns about Parenting Through Cancer.

4. Should I trust this service?

4.1 What is the business model for the service provider?

Canteen is an independent not-for-profit organisation and registered charity, with offices in all Australian major cities, our head office is in Newtown, NSW.

4.2 How does the service make money?

Parenting Through Cancer is available at no cost to consumers and does not produce any income.

5. Is the service easy to use? Will I keep using it?

5.1 Is there any independent research on how easy it is to use this service?

No, independent research has not been conducted.

5.2 How much time will it take me to use this service as suggested?

Parenting Through Cancer can be accessed as much or as little as suits you. Some people benefit from actively participating in forum posts and chats, while others prefer to read forum posts. This will depend on you and what you are hoping to get out of Parenting Through Cancer.

5.3 How long will it take to get results from using this service?

On average most people access Parenting Through Cancer for 6 months or more and log in once a week.

5.4 Were people with lived experience involved in developing the service?

Parenting Through Cancer was developed using scoping reviews of the informational needs of parents impacted by cancer. People from the target audience have been involved and continue to inform the ongoing quality and relevance of Parenting Through Cancer.

• Canteen Connect for Parents Version 1.0: Released in 2019. Feedback collected from users in relation to the acceptability and appropriateness of Version 1.0 was taken into consideration to inform the currently available version of Parenting Through Cancer.

• Parenting Through Cancer Version 2.0: Released in 2021 and involved user experience updates including improved navigation and search functionality, clearer notifications. Updates were made based on feedback collected from users during qualitative workshops.

• Continuous safety and quality assurance: User surveys are conducted annually, and the Connect Consumer Engagement Group provides feedback on improvements and enhancements to Parenting Through Cancer. All feedback received from users via feedback@canteen.org.au is also recorded and considered within this ongoing process. Most recently, a user survey was conducted in June-July 2023.

5.5 What do other users think of this service?

The most liked features of Parenting Through Cancer from the 2023 Service user survey were:

• The ability to connect with other parents like themselves - “People that empathise and understand it is difficult”

• The information or advice provided by other parents - “Gain some insight into telling our girls more details if/when needed”

• Access to online counsellors - “speaking to a counsellor who specifically understood the impact of cancer was extremely helpful”

5.6 Will this service link with other health services?

Parenting Through Cancer is not explicitly integrated into other health services, however, Parenting Through Cancer can:

• Can be used in conjunction with face-to-face therapy providing a supplementary level of support.

Parenting Through Cancer has been designed as an online community for parents/carers impacted by Cancer. If you are accessing Parenting Through Cancer forums, and ad-hoc chat, but would like to access Canteen and Cancer Hub’s other services you can be referred into Cancer Hub. From there you will complete an Intake Assessment and may be referred to other Cancer Hub or external services as appropriate.

6. Who will have access to my personal data?

6.1 What information does the service collect about me?

When you register for Parenting Through Cancer we will collect your:

• Name

• Email address

• Phone number

• Post code

• Cultural identity including if you identify as Aboriginal and/or Torres Strait Islander identity

• Gender identity

• Health information: you can choose to provide information regarding your cancer experience on forums.

6.2 Who owns that data?

Canteen owns this data.

6.3 Who is that information shared with and why?

Information is automatically shared across Canteen’s internal client management system, Salesforce. This is to create a client record of active service users.

We do integrate data with systems needed for Parenting Through Cancer functionality and some user data is sent to these services:

• Create Send - Emailing Service

• Algolia - Search Indexing services

• Twillio - SMS sending

• Intercom- chat

6.4 Where is information about me stored?

All data is stored in Australia in secure AWS servers. We do not work with overseas agencies and production databases are not accessible to overseas developers. Where contracts exist with overseas developers, they do not have access to production databases.

6.5 Can I easily share my information and results if I want to?

Posts on the forum are locked and only available for other registered users to view when logged into Parenting Through Cancer. This is to protect your privacy, and the privacy of others who are sharing their personal experiences on Parenting Through Cancer.

6.6 Can I save the personal information I enter on my device without it being shared with the provider?

No, when you create and register for an account, or write forum content this is automatically shared with Canteen and published in our secure AWS servers.

6.7 Can I review and/or delete data that has been collected about me?

You can withdraw your consent at any time as outlined in our Privacy policy section 1. ‘You may withdraw or withhold your consent at any time in relation to collection, storage or distribution of personal and/or sensitive information. This decision can be made without fear of negative consequences and will not adversely impact your relationship with Canteen

6.8 Does the service have a data-sharing (privacy) policy?

Yes, you can view our privacy policy here: https://www.canteen.org.au/policies/privacy-policy

6.9 What security measures are in place to protect my personal information?

Canteen applies multiple layers of protection and are improving our overall security posture. Examples are:

• Principle of least privilege

• Multifactor Authentication

• Patch application to minimise vulnerabilities

• Penetration Tests

• Hashing of passwords

Parenting Through Cancer team members all follow the below policies:

• Information & Data Security Policy 102023.pdf

• Service User Data Protection in Salesforce Procedure 082022.pdf

• Digital Services Website Data Security 102022.pdf

• Internet and Communications Tools Policy 102023.pdf

7. Who can I contact with questions or concerns about this service?

Get in touch with the Canteen team at feedback@canteen.org.au. You can submit a complaint or provide feedback on our website or call 02 9007 0190 and request to speak with a staff member about Parenting through Cancer.

7.1 Where can I go if I have concerns about this service?

• For privacy/security issues contact the Office of the Australian Information Commissioner (OAIC) - https://www.oaic.gov.au/privacy/privacy-complaints/

• For complaints against a health service contact your state or territory health complaints organisation - https://www.ahpra.gov.au/Notifications/Further-information/Health-complaints-organisations.aspx

• For complaints against an individual registered health professional contact the Australian Health Practitioners Regulatory Authority (AHPRA) - https://www.ahpra.gov.au/Notifications/Raise-a-concern.aspx

• For complaints about misleading claims contact Australian Competition and Consumer Commission (ACCC) - https://www.accc.gov.au/consumers/complaintsproblems/make-a- consumer-complaint