Meet the Community Team and contact a Moderator

About Macmillan’s Online Community

The Online Community is part of Macmillan Cancer Support, a trusted organisation providing support to people affected by cancer. The Community Team works in alignment with Macmillan’s values of compassion, inclusion, and support, ensuring the community remains a safe and helpful space.

The Macmillan Online Community is moderated by the Online Community team. We are responsible for helping maintain a safe, supportive, and respectful space for everyone affected by cancer.

The Online Community Team supports conversations across the forums, ensures Community guidelines are followed, and helps users find appropriate support when needed. While we do not provide medical advice or replace clinical care, we are trained to help guide discussions and signpost users to relevant information and services.

How the Community Team Work

What we do

The Community Team is responsible for:

monitoring community discussions to ensure they follow Community guidelines

supporting members who may be experiencing distress or difficult situations

removing or editing content that breaches community guidelines

helping users navigate the community and find relevant support

escalating safeguarding concerns where appropriate.

Safeguarding and wellbeing support

We take the safety and wellbeing of our members seriously. Where a post raises concerns about safety and wellbeing, it may be escalated to senior moderators or safeguarding leads for further review.

Depending on the situation, this may include:

internal review by Macmillan’s Safeguarding team

referral to appropriate support services

action in line with Macmillan’s safeguarding policies.

What moderators cannot do

To keep expectations clear, moderators are not able to:

provide medical diagnoses or treatment advice

replace professional healthcare guidance

offer emergency support

make clinical decisions.

If you need urgent medical help, please contact your local emergency services or healthcare team.

Call NHS 111 on 111 for England and Scotland

NHS Direct Wales on 0845 46 47 for Wales

Find an out of hours service on NI direct if you’re in Northern Ireland.

Always call 999 in an emergency

Community Governance

The Community Team operates within a structured governance framework to ensure consistency, fairness, and accountability.

The team is overseen by Macmillan’s Services Manager.
Moderation decisions are guided by published Community guidelines. All members agree to these guidelines when creating an account.
Escalations are reviewed by senior staff where required.
Policies are reviewed regularly to ensure they remain up to date and effective.
This structure ensures that moderation decisions are consistent and aligned with organisational values and safeguarding responsibilities.

How Moderation Decisions Are Made

Moderation decisions are based on a combination of community guidelines, safeguarding requirements, and internal policy frameworks.

We ask all members to follow our Community Guidelines. We do not pre-moderate and cannot always check all the content on the community, therefore we rely on members reporting offensive and inappropriate content by using the flag button or by contacting community@macmillan.org.uk.

Please also note that whilst the Online Community is moderated outside of usual business hours, it is not moderated 24 hours a day – the Community team will aim to respond to all emails and messages within 2 working days.

Typical moderation flow:

A post or comment is submitted for moderation if a members flags it or if our moderation filter picks up on a potential breach of our Community Guidelines.
It is reviewed by the moderation team when we receive the report
A decision is made in line with Community guidelines
If needed, the content is escalated for senior review
Appropriate action is taken (e.g. approval, edit, removal, or user guidance)

We aim to apply these guidelines consistently and fairly to support a safe and respectful environment for all users.

Contacting the Online Community Team

If you need to contact the Community Team, you can email the team directly on community@macmillan.org.uk or by Private Messaging the Moderator - Macmillan Community account. One of the team will respond as soon as possible. 

Meet the Team

Community Team Members

The Online Community team are professionals who work for Macmillan. We’re here to make the Community a safe, friendly and supportive place for all its members. We keep the site safe using our Community Guidelines. We’re also here to help members navigate around the Community and find the right support.

If you need some help or have any issues, you can contact us at community@macmillan.org.uk We aim to respond to all emails and messages within 2 working days.

Dylan - Online Community Officer

Pronouns: He/him/his
Role: Online Community Officer
Joined Macmillan: March 2023
Focus: Moderation, content creator, volunteer manager, general cancer support
Specialisms: Online support facilitation, Community Moderator, wellbeing and emotional support, content creation
Experience: 3 years in community moderation and 8 years in support and pastoral roles

Personal Biography:

Hi, I'm Dylan and I joined the Online Community Team in March 2023. It's a privilege to be part of a team that helps provide a safe and supportive space for people affected by cancer. Outside of work, the ocean is my happy place. I love sea swimming, surfing, and exploring coastal paths. I also enjoy music, film, and food.

Emma - Online Community Officer

Pronouns: She/ Her/ Hers
Role: Online Community Officer
Joined Macmillan: 2025
Focus: Moderation, content creator, volunteer manager, general cancer support, Equality, Diversity, and Inclusion
Specialisms: Online support facilitation, Community Moderator, wellbeing and emotional support, content creation
Experience: 6 years in Community moderation and Mental health

Personal biography:
Hi, I'm Emma and I joined the Macmillan Online Community team in November 2025. I've always worked for charities as I am passionate about supporting people. When I'm not working, I love music and spending lots of time in nature, whether that's on the beach or looking for wildlife in my local woodlands.

Lizzie - Online Community Officer

Pronouns: She/ Her/ Hers
Role: Online Community Officer
Joined Macmillan: 2018
Focus: Moderation, content creator, volunteer manager, general cancer support
Specialisms: Online support facilitation, Community Moderator, wellbeing and emotional support, content creation
Experience: 6 months in Community moderation and 6 years in Fundraising Support and Social Media moderation.

Personal biography:
Hi, I’m Lizzie! I recently joined the Online Community Team and have been with Macmillan for the past six years, previously working in the Fundraising and Social Media moderation team. I’m passionate about supporting people affected by cancer and helping them access the support they need. Outside of work, I enjoy spending time with friends and family, visiting cafes for coffee and pastries, and relaxing on the sofa with a good book alongside my three cats - Belle, Sylvie, and Shamu.

Matthew - Online Community Officer

Role: Online Community Officer
Joined Macmillan: 2023
Focus: Moderation, content creator, volunteer manager, general cancer support
Specialisms: Online support facilitation, Community Moderator, wellbeing and emotional support, content creation
Experience: 15 years working with online communities, providing community moderation, community engagement, staff training, feedback gathering, and internal communications

Personal biography:
My name is Matthew, and I joined Macmillan as an Online Community Officer in 2023. I've worked with a variety of online communities over the past 15 years, and I could tell right away that Macmillan's Online Community was something special. It's full of compassionate, funny, and supportive people. It's an absolute pleasure and honour to work with such a vibrant and inspiring group. Away from work, I'm an avid casual learner. I can spend hours getting lost in reading interesting articles, watching documentaries, and listening to podcasts. I also love comedy, movies, and of course binging on a good old boxset!

Meg - Online Community Officer

Pronouns: She/ Her/ Hers
Role: Online Community Officer
Joined Macmillan: September 2018
Focus: Moderation, content creator, volunteer manager, general cancer support
Specialisms: Online support facilitation, Community Moderator, wellbeing and emotional support, content creation
Experience: 6 years in Online Community moderation, 2 years on the Macmillan Support Line

Personal biography:
Hi I am Megan. I have been a part of the Macmillan team for a number of years and have experience in different areas of the organisation. Being a part of Macmillan’s Online Community is something I feel passionate about, as lived experiences need a space to be shared in a safe environment. Peer support can make a difference when you are affected by cancer, and I am proud to work with Online Community Volunteers to help our members. My interests are music, films, and food. I love animals and enjoy being outdoors. Walking with my dog Bertie is one of my favourite things to do, alongside spending time with my family and friends.

Steph - Online Community Officer

Pronouns: She/ Her/ Hers
Role: Online Community Officer
Joined Macmillan: 2015
Focus: Moderation, content creator, volunteer manager, general cancer support
Specialisms: Online support facilitation, Community Moderator, wellbeing and emotional support, content creation
Experience: 25+ years supporting communities and content creation

Personal biography:
Hi everybody, I'm Steph, part of the Community Team. I've worked for Macmillan since 2015 and in the Community Team since 2020. I love supporting the Community and helping members make the most of their experience here. Outside of work, I love spending time outdoors, appreciating nature. I love cooking, crafting, and rave music.

Wayne - Online Community Officer

Pronouns: He/him/his
Role: Online Community Officer
Joined Macmillan: 2020
Focus: Moderation, content creator, volunteer manager, general cancer support, user experience
Specialisms: Online support facilitation, Community Moderator, wellbeing and emotional support, content creation and member journey improvement
Experience: 8 months of community moderation and 6 years in Macmillan's Supporter Care Hub

Personal biography:
Hello, my name is Wayne, and I’ve been part of the Online Community Team since November 2025. I’ve loved my time on the Community so far, and it’s an honour to work alongside my colleagues and the Community Champion volunteers to support people affected by cancer. For the previous six years, I had been at Macmillan in the Fundraising and Social Media moderation team. I’m passionate about supporting individuals impacted by cancer by guiding them to the right help in our community forums and beyond. When away from work, I love running, watching my football team up and down the country, hiking, going to concerts and spending time with my family and friends.

David - Senior Online Community Officer

Pronouns: He/Him/His
Role: Senior Online Community Officer
Joined Macmillan: 2019
Focus: Moderation, content creator, volunteer manager, general cancer support, and wellbeing escalations
Specialisms: Community Moderator, Safeguarding processes, wellbeing and emotional support
Experience: 6 years in Online Community moderation, 2 years on the Macmillan Support Line

Personal biography:
Hello! I’m David, and I joined the Online Community team in April 2024. I’ve been at Macmillan since 2019, and have spent the last 4 years as a Senior on our Social Media Moderation team, and have 4 years of experience when it comes to moderating our online communities and keeping all our users safe and happy when they’re using our site. It’s an absolute privilege to work alongside the team here. When I’m not online, I can usually be found in the kitchen brushing up on my cooking skills, out running as part of my half-marathon training, or snoozing on the sofa with my dogs, Vinnie and Olive.

Rebecca - Online Community Manager

Pronouns: She/ Her/ Hers
Role: Online Community Officer
Joined Macmillan: 2018
Focus: Community development, moderation and content strategy, volunteer and Community team manager
Specialisms: Community growth, policy development, engagement strategy, Lead Volunteer Manager
Experience: 2 years of Online Community management and 4 years of Social Media management

Personal biography:
Hey there! My name is Rebecca, I joined Macmillan way back in 2018 where I have worked in various roles centered around providing Macmillan supporters and Macmillan service users the best possible experience. I have had the honor of managing the Online Community since Oct 2024, during this time I have been blown away by the kindness, support and warmth offered between members of the site. In my spare time I am constantly dreaming of holidays, I love going to Zumba with my pals and cosying up with my two kitties Whoopi and Mr Wilf Waffles.