The American Cancer Society's National Cancer Information Center (NCIC) is a nationwide help line open 24 hours a day, 7 days a week, that answers calls and emails from cancer patients, family members and friends of cancer patients, and others who have questions about cancer-related issues.

Knowing that accurate and easy-to-understand information is the #1 need of cancer patients and their loved ones, your American Cancer Society has developed an extensive database of up-to-date cancer information. The database includes information about various types of cancer, cancer treatments, how to manage symptoms, prevention and detection guidelines, and many other topics. Each document in the database has been written and reviewed by a team of medical experts and further reviewed by editorial professional staff to translate any difficult medical terminology. This comprehensive information helps cancer patients better understand their disease and make informed decisions about their care.

The Society's local offices also maintain extensive listings of local cancer resources, such as support groups, patient service programs, and local social services. With this information, Cancer Information Specialists (CISs) and Email Cancer Information Specialists (eCISs) can put callers and writers in touch with services in their own communities or in other cities -- a particular benefit for callers who are caring for loved ones long distance. Your American Cancer Society is the only national organization that can provide both comprehensive cancer information and local resources.

Individuals who contact the American Cancer Society with more specific medical and cancer-related questions may be referred to Oncology Nurse Information Specialists. They provide clinical information, such as information on treatments, side effects of treatments, testing, and disease-related questions. They also serve as a medical resource for the Cancer Information Specialists.

An additional resource is the Clinical Trials Matching Service, which helps patients, family members and health care providers locate clinical trials that are most appropriate to a patient's medical and personal situation. Clinical Trials Specialists answer questions about clinical trial participation and open the door to treatment options available through research studies.

Another major component of NCIC is the Quitline service, a tobacco cessation resource. This program is an excellent option for cigarette smokers who are interested in successfully quitting. The Quitline service offers tobacco users options that will double their chances of quitting successfully, including telephone counseling, self-help materials, and community referrals.

Those who call or email the NCIC can learn about and participate in American Cancer Society events, such as Making Strides and Relay For Life, as well as cancer education programs. Many individuals are also interested in learning about ways to financially support the Society. To assist with these requests, Donation Representatives are available to explain the variety of ways callers can donate to the Society and to assist with processing their contributions, right over the phone.

All NCIC Specialists are monitored; that is, their calls and emails are evaluated against a number of quality standards, including rapport, ownership, call management, and information. The NCIC also ensures excellent service by accommodating Spanish-speaking individuals. The NCIC uses a translation service to assist those who speak other languages, ensuring that all callers can access and receive accurate cancer-related information.

Your American Cancer Society is the only nationwide cancer organization to offer its information service 24 hours a day, 7 days a week. To reach us just call 1-800-ACS-2345 or email by clicking the "Contact Us" link from www.cancer.org. For information online, visit us at www.cancer.org.

Frequently asked questions about the National Cancer Information Center

What is this service?

The American Cancer Society established a nationwide cancer information line at 1-800-ACS-2345 to offer the public up-to-date cancer information and local cancer resources (such as support groups and cancer care facilities). Through this service, the American Cancer Society can respond to the needs of the public 24 hours a day, 7 days a week.

Where is the National Cancer Information Center?

It is based in Austin, Texas.

Other organizations, such as the National Cancer Institute and local hospitals, already have cancer lines that provide general information and local resources. How is the American Cancer Society's help line unique?

The Society's service complements other services by providing high quality, general cancer information and access to local cancer resources such as support groups, patient services, and local social services. These resources are crucial to helping patients and their families cope with the physical, psychological, and emotional challenges of a cancer diagnosis. The Society's service is also the only nationwide cancer information service available 24 hours a day, 7 days a week.

The 800-number is not new. Where were calls routed before the development of this service?

Before this service, calls to the Society's 800-number were routed to select locations within the caller's area code. The level of service and information that a caller received was limited to the resources of that particular location. The current "one-stop" service ensures that no matter where they are, callers will reach a trained professional and receive the most accurate, up-to-date information available. The service also lets the American Cancer Society's local offices focus their resources on delivering programs and services in their communities.

Why did the American Cancer Society change the way it delivers cancer information?

Today more than ever, Americans have a variety of ways to access information, much of which cannot be counted on for reliability and accuracy. This centralized service streamlines the way accurate cancer information is delivered to the public. The service also ensures that the needs of our callers will be met by trained cancer information specialists in the most efficient and effective way.

Can someone call the 800-number to make a donation?

Yes. As a part of our "one-stop" service, callers can continue to use the 800-number as they have in the past to make honor and memorial donations.

Will callers to the 800-number ever be asked for money, publication subscriptions, or to give to any other American Cancer Society programs to support the Cancer Information Center?

This service is designed to provide callers with the most up-to-date and reliable cancer information available today. To improve the service, callers may be contacted at a later date to evaluate the service or to provide them with additional information. We will not contact any caller who has not given us prior permission. The only time a solicitation is done is if the person has been a prior donor.

How many calls does the Cancer Information Center currently handle?

Our Cancer Information Specialists answer more than 1.2 million calls yearly.

Can the service provide local information for everyone in the United States?

The service already provides general cancer information, as well as community resources. To provide even better service in the future, American Cancer Society Division and field offices around the country are currently updating their community resource databases so the Center's Information Specialists can provide more comprehensive information.

How long do callers have to wait to receive information?

Materials are processed the next business day. The information can also be e-mailed.

If calls to the 800-number are directly connected to this service, how do callers reach their local American Cancer Society?

Our Cancer Information Specialists can connect callers with the phone numbers of their local chapters. Local American Cancer Society offices are also listed in phone books.

What is the most popular request for information?

Most callers ask for information on a certain cancer, the American Cancer Society in general, and local programs, events, and services. The remaining callers are asking how they can make a donation.

Will the Cancer Information Specialists refer callers to specific doctors?

No. As an unbiased source of cancer information, the American Cancer Society does not give physician referrals. We do, however, provide information on local cancer care facilities.

What is the education level of Cancer Information Specialists? How much training do they receive?

Our Cancer Information Specialists are required to have a college degree or equivalent experience. In addition, many of the American Cancer Society specialists have a social work or psychology education or professional background. All of our specialists possess a warm, caring spirit and the sincere desire to help people.

Cancer Information Specialists are required to complete more than 5 weeks of training to become familiar with American Cancer Society standards, the organization’s history and structure, the information databases, and how to handle sensitive calls. Cancer Information Specialists also receive regular continuing training to further increase their knowledge and skills.

Many of the Cancer Information Specialists have social work and psychology backgrounds. Does this mean that the callers can receive on-line therapy?

No. Providing callers contact with a warm, friendly person is one of the main benefits of this service. Specialists at the call center do not provide formal therapy or counseling; however, they are trained to work with emotionally distraught callers. Specialists may suggest support groups, or other local resources, where the callers can receive the proper help.

How do you ensure that the services and support groups you recommend are reputable and certified?

With more than 3,400 American Cancer Society units throughout the country, the American Cancer Society has been a community staple for more than 95 years. Through our work with healthcare communities around the country, we have established which organizations are reputable, reliable and most capable of meeting the needs of cancer patients and their families.

Does the Cancer Information Center have specialists to meet the needs of non-English speaking callers?

Yes. The American Cancer Society's goal is to effectively provide reliable, up-to-date cancer information to all people. Currently, we have Spanish-speaking Cancer Information Specialists. For languages other than Spanish, we rely on AT&T Language Line. This service provides interpreters for over 90 languages.

Can the Cancer Information Center handle calls from the hearing and/or speech impaired?

The hearing and/or speech impaired can be served by calling the American Cancer Society on our TTY line at 866-228-4327. If constituents do not have personal access to a TTY, they can call their state TDD agency (look on the Web site http://www.fcc.gov/cgb/dro/trsphonebk.html to find your state's number) to relay their call through the American Cancer Society's 800-number.

Revised: 04/23/08