Our Privacy Policy

Our chat features allow you to talk with us online, via webchat, Facebook Messenger and WhatsApp, to receive further support regarding fostering. There is no pressure, just friendly, helpful advice.

To use these services, you may be required to share some information with us, including your full name and email address, for the purposes of communication and providing appropriate support. You will, of course, have the opportunity to opt in or out of any future communications from us.

This Privacy Policy explains how Action for Children Fostering collects, uses, stores and protects your personal information when you interact with our fostering AI chatbot and online support services.

Action for Children Fostering is committed to protecting the privacy of its supporters and stakeholders.

All your personal information will be treated in accordance with data protection law including the UK Data Protection Act 2018, the Data Protection (Bailiwick of Guernsey) Law 2017, UK GDPR and other applicable data privacy legislation.

We review our privacy policies regularly so this policy may be updated from time to time. The latest version will always be published on this website.

If you have any questions about this privacy policy, please email [email protected] or write to:

Data Protection Officer
Action for Children
3 The Boulevard
Ascot Road
Watford
WD18 8AG

We gather and use certain information about you in order to provide our services to you and enable functions on our website.

We also collect information and report on service use in order to better understand how you are using this service and so that we can make timely and relevant improvements.

The information collected enables us to:

• Respond to enquiries about fostering.
• Provide information, guidance and support.
• Improve the effectiveness and quality of our online services.
• Monitor service usage and performance.
• Understand user needs and preferences.
• Support fostering recruitment activities.
• Meet legal, regulatory and safeguarding obligations.

We only collect personal information when you specifically provide it to us.

This may happen when you:

• Begin a conversation with us through webchat, Facebook Messenger or WhatsApp.
• Submit an enquiry through our website.
• Request information about fostering.
• Speak with us at an event or in person.
• Complete a formal application to become a Foster Carer.
• Subscribe to communications from Action for Children Fostering.

If you change your mind, you can unsubscribe from emails at any time by:

• Clicking the unsubscribe link in the email.
• Emailing [email protected].
• Calling 0300 123 2112.

The personal information we may collect includes:

• First and Last Name
• Email Address
• Phone Number
• Location
• Website Usage Data
• Conversation Transcripts and/or Recordings
• Marketing Preferences
• Device and Browser Information

As part of a formal fostering application process, additional personal information will be collected where we are legally obliged to do so. This information is necessary to assess suitability, fulfil regulatory requirements, undertake safeguarding checks and support the fostering application process.

Under data protection legislation, our lawful basis for the processing of your personal data is consent. You can withdraw your consent and any time. For more information see the "Your Information Rights" section below.

Further information regarding our fostering applicants privacy notice can be found here.

We collect this information to allow us to provide support and guidance to you in the first instance and to support a formal application should you choose to make one.

We also use the information we collect to improve our online services and the support we provide in the future.

Examples of how we may use your information include:

• Providing services to you.
• Signposting you to an appropriate regional fostering service.
• Contacting you in response to a specific enquiry.
• Supporting a fostering application.
• Evaluating the service we offer.
• Improving the service we provide.
• Contacting you for feedback on your experience.
• Sending information you have requested.
• Managing safeguarding concerns where appropriate.

These examples are not exhaustive and information may also be used for other purposes that are consistent with the reason it was originally provided.

We are legally obliged to make sure that we only use your information for the purpose for which it was requested and to make sure it is kept securely.

The Action for Children Fostering chat service is hosted by Salesforce. You may access the chat service through WhatsApp and Facebook Messenger.

We have contracts and controls in place to make sure that your data is held to the same standard as it is in the UK, and to ensure that your rights under data protection legislation can be met.

Use of Artificial Intelligence (AI)

The Action for Children Fostering Assistant uses a Large Language Model (LLM) to interpret the questions you ask and the information you enter into the chat. The LLM uses that interpretation to suggest relevant information from Action for Children’s approved fostering content.

The Assistant does not make decisions about whether someone is suitable to foster, and information entered is not used to train the underlying AI model.

If the information provided does not seem relevant, appears incorrect, or you have concerns about a response, please contact us directly [email protected]

Conversations may be processed and stored for quality assurance, service improvement, safeguarding, training and monitoring purposes.

We recommend that users do not share sensitive personal information unless specifically requested as part of an enquiry or application process.

Any personal information processed through our AI-powered services will be handled in accordance with this Privacy Policy and applicable data protection legislation.

For Users of Our Live Chat Service

You do not have to share your details with us. There are lots of reasons why you may wish to remain anonymous and we will respect your choice wherever possible.

All chats and calls are confidential and we will always seek your agreement before recording any additional information.

The only time we will share information without your consent is where:

• We believe there is a life-threatening situation.
• You or another person may be at risk of significant harm.
• We are required to do so by law.

In these circumstances, we may need to contact:

• The Police
• Ambulance Service
• Children's Social Care
• Other relevant safeguarding authorities

If you provide feedback at the end of a chat, we may contact you by email to ask whether you are happy for us to use your feedback along with your name.

Your information will be stored in Salesforce for no longer than two years from the date of your last interaction with us.

Data captured through webchat, Facebook Messenger or WhatsApp conversations is stored on Salesforce.

Action for Children Fostering has robust Information Security and Data Protection policies in place to protect all the data it holds, including your personal data.

Information will only be retained for as long as necessary to meet operational, legal, regulatory and safeguarding requirements.

You can ask to see any information Action for Children Fostering holds about you and request that the information be corrected or erased where appropriate.

Find more information about your information rights and how to contact us on Action for Children's main privacy notice here.

What is a Cookie?

A cookie is a small file placed on a user's device. It enables us to identify your device as you view different pages on our website.

Cookies enable us to see information such as how many people use the website and how people use it.

How We Use Cookies

We may use cookies to:

• Analyse our web traffic using Google Analytics. Aggregated usage data helps us improve the website structure, design, content and functionality.
• Use Microsoft Clarity, React & Share and Recite Me to better understand our users' needs and collect data on their behaviour and devices. This includes a device's IP address (stored in a de-identified form), device screen size, device type (unique device identifiers), browser information, geographic location (country only) and preferred language settings.
• Use React & Share to collect feedback and analyse web traffic data.
• Use Recite Me to store accessibility preferences so that these do not need to be selected on each return to the website. This includes collecting a device's IP address which is stored on Recite Me's UK-based server for three months.
• Identify whether you are signed in to our website.
• Store information about your preferences.
• Present you with information you may find more relevant and useful.
• Recognise when you return to our website.

Cookies can collect information relating to your browsing behaviour, device type, and interactions with our website and online services.

Strictly Necessary Cookies

Strictly necessary cookies are used to remember information entered on forms and to ensure you connect to the correct service when updates are made to the website. These cookies are essential for the website to operate effectively.

Performance Cookies

Performance cookies collect anonymous information about how visitors use our website, including pages visited and any errors experienced. These cookies do not collect information that identifies you and are only used to improve website performance, understand user interests and measure the effectiveness of our advertising.

Targeting Cookies

Targeting cookies are linked to services provided by third parties.

These cookies may:

• Enable social network functionality.
• Support relevant advertising on other websites.
• Help advertising providers understand visits to our website.
• Present advertising that may be relevant to your interests.

You can choose whether or not to allow these cookies. Disabling them may affect some website functionality.

All of these cookies are managed by third parties and you may alternatively use the third parties' own tools to prevent these cookies.

Controlling Cookies

We use OneTrust to manage how users opt in and out of cookies on our website.

You can update your cookie preferences through the settings available on the website.

You can accept, reject, or manage non-essential cookies at any time.

Please note that our websites will still work without cookies, but you may lose some functionality if you choose to disable them.

If you wish to restrict or block browser cookies, you can do this through your browser settings. Further information can be found at:

www.aboutcookies.org

You can delete all cookies already stored on your device and most browsers allow you to prevent cookies from being placed. However, if you do this, some services and functionality may not work correctly.

Our website may contain links to other websites. You may also be sent links during your conversations with Action for Children Fostering to other websites.

Please note that we have no control over websites outside the Action for Children domain.

If you provide information to a website to which we link, we are not responsible for the protection and privacy of that information.

Always exercise caution when providing personal information online and ensure that you read the privacy and data protection policies of any website you visit.