Forum Discussion
BCNA's Helpline refocus - some changes being made to the Helpline
BCNA's Helpline refocus
I received this email last night and assume that all members received it - but just in case some haven't received it, I'll put it here for everyone to read and comment on, if you like .....
I am a little perplexed that a couple of valuable assets to our members will be removed from the Helpline & Counselling Services - specifically the Cancer Nurse on the Help line & the Metastatic Breast Cancer Counselling Services. I really think the members should have been canvassed (by way of a poll) to determine their feelings on the matter - as they are the ones who will be affected by it.
I believe that both of these services are a vital part of the BCNA support for it's members - and that members would feel much more comfortable in ringing 'our' helpline than being referred to the Cancer Council or McGrath Foundation - particularly those with a recent Mets diagnosis.
What do you think?
Dear Arpie
In order to be best positioned to deliver on the vision outlined in our Strategic Plan, BCNA went through an organisational redesign in March 2021. As part of this process, we have been consulting with our BCNA Helpline team in recent months about a new team structure which repositions the Helpline at the centre of our member support services.
During the consultation period, we spoke to a small group of consumer representatives to get their insight and feedback on the proposed changes and how they impact people with breast cancer who contact us for information and support through the Helpline. We shared with them that a recent review identified an important new role for our Helpline team in delivering a broader set of information and navigational services, built on the knowledge gained from speaking to our network on the phone.
The review also identified that by having a cancer nurse on the Helpline, we were duplicating services provided by other organisations, including McGrath Foundation and Cancer Council. As a result, we will no longer have cancer nurses available on the BCNA Helpline but will instead refer and support callers in connecting to a breast care nurse or obtaining advice and information from health professionals available via Cancer Council's 13 11 20 information and support service.
Our existing Helpline team will broaden their focus by becoming Member Support Officers. They will focus on ensuring the BCNA Helpline remains the number one place to contact if you have questions and issues about breast cancer, while also individually specialising in one of our key member functions - supporting access to My Journey, My Care Kit program, health professional onboarding and BCNA Online Network.
We have worked closely with McGrath Foundation, Cancer Council, and other partners in recent weeks to ensure that we can seamlessly refer BCNA callers to a health professional when required. As you may know, working collaboratively with our partners in the sector has become an important part of how we work, with the wellbeing of people with breast cancer our number one, shared concern.
As part of these changes, BCNA will also no longer offer Metastatic Breast Cancer Counselling Services and will now refer people to the appropriate counselling service option depending on their needs and requirements. Our engagement with BCNA’s Metastatic Breast Cancer Advisory Group will provide a regular mechanism to discuss and review any impacts identified and help ensure appropriate solutions are considered.
I am sure you may have some views you would like to put forward on these changes, which will come into effect in mid-July. The consumer representatives we have spoken to so far have been open in their feedback which has been positive, agreeing that the changes are both logical and will reduce some confusing duplication for people with breast cancer.
However, we are determined to work closely with our network and members to make sure the refocus works for you, and we will continuously evaluate the impact of the new arrangements. Please contact us with any queries or suggestions on
1800 500 258 or email [email protected]
I am confident that the new arrangements will help to strengthen and expand the central role BCNA plays in providing compassionate and practical support, information, and resources for everyone affected by breast cancer.
We have always been proud of our ability to help people navigate their way to everything from peer support to advice to knowledge, and our suite of support resources is now in great shape to fulfil many of those needs. My Journey, for instance, is now well-utilised as an app, with tailored and curated information to your particular breast cancer type. The Symptom Tracker is a highly valued tool and is a new feature and an example that helps members track short and long term side effects and inform consultation with your treatment teams.
Webcasts, podcasts, and direct email to BCNA have all become popular and important channels for members to communicate with us and each other, and health professionals are also fully engaged through our health professional onboarding program.
Our Helpline team - now the Member Support team - will be fully involved in every aspect of supporting and developing these resources, to ensure they are consistently responsive to people’s needs and help people with breast cancer to explore, understand and share their journey.
Please do not hesitate to get in touch with me or your preferred BCNA contact to discuss the Helpline changes.
Yours sincerely,
Kirsten Pilatti
CEO
135 Replies
- I forgot to mention that we now know that the Mets Counselling Service was going to end ANYWAY due to the funding ‘running out’! It was an Off Site Referral System (It was not a part of BCNA) and every caller had access to 2 Counselling sessions for free, calling an 1800 number ... Only 74 members had actually used the Mets Counselling service over the 3.5 years that it ran.
The announcement of it finishing just happened to coincide with Giovanna’s leaving, so it appeared to be a double whammy. But the Mets Counselling Service HAD actually finished up in about April last year when Covid restrictions started. Back then, the Mods were manning the help line EVERY DAY (not just Mon-Fri), as they were so concerned for members’ mental health in the Lockdown.
The Mets Counselling Service was mainly advertised in the Beacon and the Network News, and as I was not signed up for them, I missed it, as would many others too, I reckon, specially those with Mets.
@Kirsten_BCNA @Kate_BCNA - Any advertising of members’ services really needs to be on the FORUM - and stickied at the top for the duration of the service, so that newbies to the forum see it as well, otherwise the post just disappears
take Care xx - Sounds like some good outcomes. Love the idea of a quarterly catch up. Great way to touch base with members.
- Many Thanks for that slide summary, @Kirsten_BCNA and access to the audio recording of the meeting. Once again, I'd like to thank both you and @Kate_BCNA for arranging the zoom meeting last week, to go over the points that were raised earlier in the thread. We appreciated the opportunity to chat with you both personally.
I would recommend those wanting to listen to our discussion to contact Kate for the Audio File ..... we did 'rabbit on' a bit .... but it was all with good intent! ;)
Thank you, Kirsten, for advising us that it was Giovanna's decision to leave BCNA & I apologise for suggesting that it was otherwise. :(
We look forward to Maryann starting on August 11 and getting to know her!! Welcome Maryann!
And MANY thanks for getting the Helpline up on the Forum Banner - that is just terrific! Well done, Kate! We look forward to having the Hug (and Heart if possible) Emojis to click on as well xx
Having regular catchups with members & our Friday update reinstated will be terrific.
Onwards and upwards ..... let's get back to supporting our members in the best way that we can ......
take care everyone xx Update from Online Network Q&A.
Thank you to our members who attended the Online Network Q&A with our CEO Kirsten Pilatti last week. We appreciate the group taking the time to catch up, provide feedback and put some faces to names!
We had a good discussion with some positive outcomes and actions which included arranging quarterly catch ups to ensure our online network continues to provide a platform where those affected by breast cancer can connect in a safe, helpful and supportive environment with their peers.
For those unable to attend, we have uploaded the information slides here (attached), which include the agreed outcomes on the last slide.
Due to the large file size and for privacy of our members, the Zoom audio recording will only be available on request. Please contact @Kate_BCNA for the audio file.
New team member – Welcome Maryann
After Giovanna made the decision to leave BCNA to pursue a new chapter in her life, BCNA is pleased to announce that Maryann will be starting as part of the Member Support team/helpline on August 11.
Part of Maryann’s duties will be to oversee the online community. Maryann has studied psychology, is very experienced supporting people with medical conditions and is a lovely and compassionate person.
Please join me in welcoming her on Wednesday 11 August.
Thanks again and once Maryann settles in, we will be sure to communicate next steps, including scheduling the next catch up.
In the meantime, please direct any questions or concerns to me or @Kate_BCNA.
Thanks Kirsten and Kate
- Is there a summary of the session ?
- Sorry Life events meant I couldn't make it onto Zoom last night.
- Many thanks to @Kirsten_BCNA for allowing us the opportunity of chatting with her tonight on the Zoom Session - and many thanks to those who were able to log on & join the conversation - I know that a few had problems! I had problems!! My laptop audio wouldn't work so I then had to kick hubby out of the lounge room so I could use the desktop! Hopefully that bit is deleted from the recording!!
We covered a fair few topics and Kirsten will jump on tomorrow & run thru the Meeting with you and you should then be able to watch it as well, afterwards.
take care everyone xx Assistance with Zoom.
Would you like to join via Zoom tonight, but unsure how to?
Please have a look at the attached document for instructions.
If you are new to Zoom and haven’t used the program before, it is a good idea to click the link before the meeting so you have time to download the program if needed. You will not be able to join before the commencement time, it is just to make sure the Zoom program is ready to go and you will get a notification the meeting hasn’t started. The instructions are outlined below.
Please reach out if you have any queries.
Assistance with ZoomIf you would like assistance logging into the Zoom meeting tonight, please watch this short video from Zoom: https://youtu.be/hIkCmbvAHQQ
Or follow these steps:
1. You can either click this link to be taken direclty to the zoom meeting:
Join Zoom Meeting
https://us02web.zoom.us/j/89388573256?pwd=amdQQTZaMjhGcmM4a0RYdWVxWlUzQT09
2. If the link doesn’t work, try opening a web browser and type this URL: https://zoom.us/join
You can paste the above link into the pop up ‘join’ box, or alterrnatively, you can enter the below meeting ID & password details:
Meeting ID: 893 8857 3256
Passcode: 626883
Click ‘Open Zoom Meeting’ if you get a pop up, if not, ‘launch meeting’ button.
3. You will have the opportunity to enter your name and / or to have your video on or off (you can also choose to turn your camera off once you are in the meeting if you would prefer)
4. We will be recording this meeting for those that are unable to attend. You will see a pop up stating that it is being recorded. You will need to select ‘Got It’ to confirm you acknowledge the recording (if you select leave meeting you will not be able to join).
5. Select ‘Join with Computer Audio’ to allow your computer microphone and speakers to connect.
6. Once you have joined the meeting, you can choose to stop the video. When the video is off, you can still see and hear everyone else, they cannot see you. If you wish to speak you will need to un-mute your microphone. You can select the icons at the bottom of your screen.
7. If you do not have a computer, you can dial in via the phone:
Dial by your location
+61 8 7150 1149 Australia
+61 2 8015 6011 Australia
+61 3 7018 2005 Australia
+61 7 3185 3730 Australia
+61 8 6119 3900 Australia
You will be prompted to enter your meeting ID & Password:
Meeting ID: 893 8857 3256
Passcode: 626883
- Interesting ... I just tried a dry run on my iPad (as chances are, hubby will be watching the Olympics where my big computer is!) and it will not open on the iPad - saying the address is invalid, for some reason - so all the more reason to do a dry run!
Just tried it on my Laptop & all is good & will use the laptop this evening. - Anyone not familiar with Zoom .... I would suggest you do a 'dry run' today to just make sure you can 'get on'.
A good idea is to 'log on' at least 15-30 mins BEFORE the 'start time' as sometimes there are hiccups & it can take a while to get logged in. If people are arriving late, it can be a bit disrupting - and they also miss the important start of the meeting, which is Kirsten addressing the attendees.
For the dry run - Just click on the Link above - You MAY have to open/download an 'zoom app' or it may open on your computer window
It should tell you to 'launch the meeting' for the dry run (tho chances are this evening, it will already be 'launched') - click on that & it should ask you to 'join by video' & you will then see yourself sitting in front of your computer! Make sure your Computer Camera isn't obscured by anything.
When a bunch of us are signed up this evening, it is good to see the whole group. Up the top right corner, there should be 3 sets of boxes .... a single square, a double square & a set of 4 squares .... click on the 4 squares to see everybody - otherwise you may just see the speaker.
If you DON'T want to show your face, you can opt NOT to use the video and I think it just shows an icon. Kirsten's assistant will be controlling the Mute Button and will explain how to 'get on' to have your say.
It will probably show your REAL name initially - you should be able to change that to your BCNA name, by clicking on one of the options (either top right or bottom right.) I think this option will only become available when the meeting is active.
So ... Get your pen & paper with any questions - and if they haven't been addressed by Kirsten in her opening comments ..... see you there tonight!
