New Challenges in Family Support and Safeguarding: the

use of digital technology to support families

Lauren Lamberton, Queens University Belfast, Netmums

Dr John Devaney, Queens University Belfast

Overview • Aim and objectives of research • Background to research • Netmums case study • Methodology • Results • Conclusions• What’s next?

Research Aims and Objectives

Aim - to explore how digital technology is being used to provide innovative family support services in the UK, and the challenges and possibilities this brings for practitioners.

Objectives:

• Develop understanding of nature and remit of online family support

• Consider multi disciplinary team - safeguarding concerns • Develop understanding of service delivery• Explore dilemmas in online support

Background• Research at frontier between family support services

and rapid growth of parenting websites.• Development of self help and support online - health

and more recently parenting.• Virtual communities and social media • Promotion of early preventative work and parenting

education and support (Barlow et al 2007, Glass 1999, Sanders 1999, McDaniel et al 2010, Houston 2008).

Research Overview

• Exploratory study• Inductive, iterative, qualitative approach • Reflexive approach

Case Study: Netmums

Case Study: Netmums

• UK’s largest parenting website - more than 2 million registered users and 8 million visitors each month

• Founded in 2000• Parent Supporter service - DFE funded • Helped more than 415,000 parents on a 1:1 basis since March 2008 • Professional and peer support • Operations 364 days per year (closed Christmas Day) • Staffed daily between 7 am and 11 pm - parent supporters and on call system • Other support - Helping with Depression Course

Methodology • Exploratory study • Online research method• Synchronous online interviews via Skype IM. • In depth semi structured - topic guide was developed - with clear

open questions (N=13)• Limitation without the non-verbal cues• Purposive sampling and inclusion criteria .• Ethical considerations

Interview Questions • Semi structured

• Previous roles/ experiences • Motivation to work at Netmums• Understanding of PS project/ roles • Experiences• Likes/ Challenges• Thoughts on policy and procedures• Ever concerned about wellbeing of a member or a child- the process?• Confidentiality

Data Analysis • Thematic Analysis using NVivo CADQAS

Key themes Description

Uniqueness & innovationNature of PS project/ website as wholePersonal motivation and aspirationHigh levels of changeAdaptability Conflicts and tensions

Value drivenPersonal motivations and aspirationsService deliveryIndividual and corporate rolesPersonal experiences of job satisfaction

Work-life balanceInfluence of family responsibilitiesPositives and challenges

Online environmentSkills in working online Linked to uniqueness and innovationConfidentiality and challengesSafeguarding and child protection

Results6 key themes:• uniqueness and innovation• values• work-life balance• online environment • challenges in responding to safeguarding concerns• issue of privacy and use of data

Results • Confidentiality and information sharing ‘I think that many forget we can find out who they are even when posting anonymously. It is made clear to them when they become a member but they may forget this. They are often shocked that we can trace them’

• Safeguarding and Child protection ‘I also have a realistic view of what making a referral may mean for a family, which is some cases may be very little as certainly in my area it is incredibly difficult to persuade Social Services to pick up a case. So what I am saying is I know that if Netmums were to make a referral it may not have any kind of a significant impact on a family. I think sometimes there is a view that a referral will fix it all.’

Results • Values’It’s about offering caring, helpful support to mums in distress or who have concerns in a nonthreatening, nonjudgemental way, and encouraging mums to support each other. Professional help and advice is offered were there are gaps or needs to help mums deal with their problems/ concerns themselves.

‘Empowering parents to make their own choices. We can do that by raising self-esteem and awareness of services.’

‘My job can be challenging, but I’ve never once felt like not turning up for work’.

• Innovation and Uniqueness‘To enable and empower parents to find solution to myriad issues as expediently as possible and with as little a burden on the public purse’.

Conclusion • Use of digital technology to inform parenting will undoubtably increase. • Online support services can provide an alternative cost effective service

that can be accessed from anywhere, increasing opportunities for parents to become agents in their own support.

• Opportunities for collaboration - Netmums, Relate, CAB, Family Rights Group, Women’s Aid.

• Practitioners need to constantly evolve to reflect the fast paced development of the Internet - as researchers, as practitioners.

• Online support provides opportunities for reaching groups of service users who do not have access to empirically supported treatments or need flexibility and at home treatment.

What’s next?• To develop an understanding of the

opportunities and challenges in delivering support to families utilising the online environment within a social care context

• Mixed methods approach • Online analysis of current support • In-depth case studies

Thank you