Florence to Undertake "Medical Care Child SNS Consultation Services" for Nakano City, Tokyo

Certified NPO Florence (Chiyoda Ward, Tokyo; Representative Director: Midori Akasaka) has been commissioned by Nakano City, Tokyo, to provide "Medical Care Child SNS Consultation Services." Starting July 2026, Florence will operate "Nakano Issho Miline," which will support families of children requiring medical care through SNS-based consultation and information dissemination.

This commission is a result of Florence's extensive experience and expertise in providing SNS consultations for families of children requiring medical care and children with disabilities.

This "Nakano Issho Miline" will be the first SNS consultation service for families of children requiring medical care commissioned by a local government.

Through this initiative, we aim to create an environment where families of children requiring medical care can easily connect with professional counselors and receive support, enabling them to live with peace of mind in their communities. We will also disseminate local information and parenting advice. By collaborating with Nakano City, we aim to strengthen appropriate community support and monitoring functions.

Background: Difficulty in Accessing Consultation and Support for Families of Children Requiring Medical Care

As of 2024, it is estimated that over 20,000 children require ongoing medical care, such as ventilators and suctioning, even after being discharged from NICU. This number has more than doubled in the past 20 years due to advancements in neonatal care.

However, families of these children face challenges in connecting with consultation and support services due to difficulties in going out and the complexity of administrative procedures (Note 1).

In fact, a survey conducted by Nakano City targeting families of children requiring medical care received the following feedback (Note 2):

Unsure where to seek consultation

Difficulty gathering information during life stage changes such as discharge, enrollment in daycare/school, or starting school

Desire to know about local services and subsidies

Therefore, Nakano City decided to establish an SNS consultation service with a lower barrier to access, in addition to face-to-face consultation services, to enhance support in response to user needs. Florence will leverage its expertise in SNS consultation services to manage the service and handle consultations.

Note 1: Ministry of Health, Labour and Welfare, FY2019 Project for Promoting Welfare of Persons with Disabilities, "Survey Report on the Living Conditions of Children and Adults Requiring Medical Care and Their Families."

Note 2: Nakano City Report on the Results of a Survey on the Living Conditions of Children Requiring Medical Care and Their Families.

Strengths of Florence's SNS Consultation Support for Families of Children Requiring Medical Care

Florence has been involved in supporting families of children requiring medical care and children with disabilities since 2014. Since 2021, we have been providing SNS-based consultation services for families with young children. Based on this experience, since 2023, we have been operating an SNS consultation service for families of children requiring medical care and children with disabilities as a self-initiated project, with a total of 281 users registered as of the end of March 2026.

1. Low Consultation Barrier Unique to SNS

Consultations are anonymous and free of charge.

We provide an environment where users can connect with professional counselors (digital social workers) "anytime" (Note 3).

It is a safe space to express feelings that are difficult to share with family or friends, or to provide feedback to support providers such as visiting nurses.

Note 3: Messages can be sent 24 hours a day by users. Replies are provided from 9 AM to 6 PM, Monday to Friday.

2. Push-Type Information Dissemination and Outreach

We maintain contact with families not only by waiting for their consultations but also through regular push-type information dissemination (e.g., useful local information, parenting and life advice) and proactive outreach.

3. Expertise in Supporting Children Requiring Medical Care

Our communication with families benefits from over 10 years of experience in child disability care and family support. We can provide practical information for daily challenges and advice on interacting with children.

4. Function to Connect with Government and Community Support

We act as a bridge to connect feedback from families with government agencies and community support providers at the appropriate time. While ensuring the confidentiality of consultations, we can also serve as a point of contact to "reconnect" when support has not been effectively provided.

"Nakano Issho Miline" will leverage these strengths and work closely with Nakano City to further promote the realization of a community where families of children requiring medical care do not feel isolated.

"Nakano Issho Miline" Project Overview

Consultation Services

Professional counselors will respond from 9 AM to 6 PM, Monday to Friday.

Closed on national holidays and year-end/New Year holidays (December 27 to January 4).

Messages are accepted 24 hours a day, including weekends and holidays. Messages received outside of business hours will be responded to sequentially on the next business day.

Target Audience

Children requiring medical care residing in Nakano City and their families.

How to Consult

Those wishing to use the service should contact the Nakano City Specialized Consultation Desk for Children Requiring Medical Care, etc. (03-3228-2777).

We will provide a QR code or URL for SNS consultation registration.

"Nakano Issho Miline" Service Logo

About Certified NPO Florence

Changing Japan for Children. Florence is the largest certified NPO in Japan dedicated to solving issues and creating value in the child and parenting domains.

Established in 2004 with Japan's first mutual aid-based, in-home sick child care service, Florence operates a diverse range of childcare services to address issues such as child abuse, child poverty, lack of support for families with disabled children, and parental isolation. We also conduct welfare services and support activities nationwide, including "Kodomo Takushoku" (Children's Home Food Delivery), "Oyako Yorisoi Chat" (Parent-Child Support Chat), "Ninshin Soudan" (Pregnancy Consultation), and "Akachan Engumi" (Infant Adoption), as well as policy advocacy.

▶ Florence Corporate Website URL: https://florence.or.jp/