Privacy information

The Caroline Chisholm Society Family Support and Housing Programs work alongside families to assist them with difficulties they face in their parenting and family life.

Together we will work with you to identify the things that you would like to change in your life and develop a plan to achieve these changes. At any time during our involvement we can review the plan and modify it as circumstances change. 

The Caroline Chisholm Society has a responsibility to ensure the health and safety of all family members. If at any time during our involvement we become concerned about the health or safety of children, we have a responsibility to take reasonable action.

In all cases, except where there are concerns that may result in criminal actions, we will talk to you about our concerns and try to resolve them with you. 

If this is not possible we are obliged to talk to the Department of Human Services Child Protection Team and they may need to become involved if the concerns are serious. We will keep you informed of our actions during this process.

No information about you or your family will be disclosed to anyone outside the Caroline Chisholm Society Family Support and Housing Programs without your consent, except in situations where there are extreme health and safety concerns relating to you or your children. 

During the time we are involved with you, your worker will keep case notes pertaining to our contact with you. These notes will be factual and available for you to see if you would like them. At times your worker may be subpoenaed to appear in Court to give verbal or written evidence of our involvement with your family.

 It is important that you read this information, or have it explained to you. If you have any concerns, please talk to your case worker about this, or ask to speak to a Program Coordinator or the Chief Executive Officer.

More Information

If you would like more information, contact the Privacy Officer. Ask for the Director Corporate Services.

About your rights to privacy

Who are we?

Caroline Chisholm Society is a pregnancy and family support agency that provides a range of services including pregnancy counselling and welfare appointments, case work family and homelessness support, new and pre-loved goods, supported social groups, volunteer mentors and maintenance services.

What information do we collect?

If you are our client, we keep your name and contact details on your case file. We maintain factual case notes pertaining to our contact with you, a copy of Outcome Star assessments and reviews, your Family Action Plan and other correspondence relevant to your circumstances for which your consent has been obtained.

If you are a donor, volunteer or member, we keep some information relevant to your role in operating the Society.

Why do we collect your information?

The information we collect helps us to keep up to date details about your needs so we can provide services for you in the best possible way. We also use this
information to assist us to plan our services. We work alongside families to
identify what you would like to change in your life, and work with you to
develop goals and plans.

Who else sees your information?

Your information can only be seen by the professionals in this service. Otherwise,
we only release information about you if you agree or if it is required by law.
Sometimes we are required to write reports or to pass on information to other
services or Government departments. We have policies and procedures that help
us to do this according to the law.

If you provide us with information or we observe a situation that indicates you or
your children are unsafe, then we may need to take action and inform
appropriate agencies. Where possible, this is done in partnership with you. Our
primary concern is for the safety of your children and of your well being.

What happens if we have concerns?

The Caroline Chisholm Society has a responsibility to ensure the safety of all
family members. If at any time during our involvement we become concerned about the safety of children we have a responsibility to take action.

In all cases, except where there are concerns that may result in criminal actions, we will talk to you about our concerns and try to resolve them with you. If this
is not possible, we are obliged to talk to the Department of Human Services
Child Protection Team and they may need to become involved if the concerns are
serious. We will keep you informed of out actions during this process.

What say do you have in what happens to your information?

You have a say in what happens to you information. We rely on the information you give us to help provide the right services for you. If you decide not to share some of your information or to restrict access to your file, this is your right, but it may affect our ability to provide you with the best possible services.
Talk to us if you wish to change or cancel your consent.

How will your information be protected?

We believe that your privacy is important and we are committed to protecting the
confidentiality of your records. We will protect your information by storing it safely and securely, monitoring its use and keeping it as accurately as possible, The privacy of your information is also protected by law.

Can you access your information?

Yes. You have a right to request access to your information and to ask for it to be
corrected if necessary.

What to do if you are not satisfied with the Service

Caroline Chisholm Society welcomes all feedback including complaints, compliments and suggestions. Your feedback assists us to monitor and improve our service to you. If you have a complaint about our service you should raise it with the worker you have been working with. If you are not satisfied with the response, you may contact a Program Coordinator on (03) 9361 7000.

If you are still not satisfied with the response, please write to our Chief Executive Officer at: Caroline Chisholm Society, 977 Mt Alexander Road, Essendon, 3040 or by email to secretary@carolinechisholmsociety.com.au

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