We’re writing to inform you about an incident at Service Coordination Support (SCS) that may have affected personal information.

Below you will find information about what happened, how you may be affected, what steps we have taken, and what steps you can take to protect yourself. 

What happened? 

On Aug. 18, 2026, SCS experienced an incident of unauthorized access to and encryption of its computer systems. We immediately responded to isolate the threat, restore access to our systems, and engaged independent cybersecurity specialists to investigate.  

The investigation confirmed that an unauthorized third-party cybersecurity gained access to and encrypted SCS’s systems. However, the investigation could not determine whether any personal information was impacted. Specifically, while we have no evidence that client information was viewed, copied or misused, the available evidence does not allow us to rule out potential access to individual files and associate client information.

Therefore, as a precaution, we are notifying clients and families so that you can remain alert to unusual requests involving your personal information. 

What does this mean for you? 

Although we have not confirmed that your personal information was impacted, we recommend taking the following precautions: 

• Be cautious of unexpected emails, text messages or telephone calls requesting personal or financial information. 

• Avoid clicking on suspicious links or downloading attachments from unknown senders. 

• Use strong, unique passwords for your online accounts and change them if you suspect they have been compromised. 

• Monitor your bank accounts and other financial statements for unusual activity, where applicable. 

What we are doing 

We have taken immediate action to address the incident and to better prevent the recurrence of similar incidents.  To that end, we have assembled a dedicated incident response team consisting of both internal and external experts.  We are conducting a thorough review of our systems and are implementing additional security measures. 

Questions?  

If you have any questions or would like more information about this incident, please contact us at: ITsecurity@scsonline.ca.     

Cybersecurity Incident – Questions and Answers

We have advised the Information and Privacy Commissioner of Ontario of this incident. You may also make a complaint about this incident to the Information and Privacy Commissioner of Ontario at 2 Bloor Street East, Suite 1400, Toronto, ON M4W 1A8.  

Susan White, Austin’s Mom 

Building a Team Around Austin 

(Photo: Susan and Austin) 

When Susan White talks about raising her son Austin, she speaks with honesty, determination and deep love. She also speaks about the importance of not having to do it alone. 

Austin is 14 years old and lives with a rare genetic condition called Wiedemann-Steiner syndrome, as well as autism spectrum disorder. Fewer than 1,000 people worldwide are known to have the syndrome. Susan says navigating the healthcare, education and support systems has been a complex journey from the beginning. 

“I’m trying to raise a child that lives in a world not made for him,” she says. 

Susan first connected with Service Coordination Support (SCS) in 2017 through a referral from the Children’s Hospital of Eastern Ontario (CHEO). At the time, she and her husband were trying to coordinate services, advocate within the school system and access specialized supports for Austin’s development and feeding needs. They felt overwhelmed and exhausted trying to navigate a complex system.  

(Photo of Austin) 

“There were 23 people in the room,” Susan recalls of the first meeting. “The principal, CHEO, occupational therapists, physiotherapists. Everyone was there to talk about what this little boy needed.” 

For Susan, SCS quickly became more than just another service provider. “SCS was a lifesaver,” she says.  

Over the years, Susan worked closely with two children’s case managers who helped coordinate services, prepare documentation for funding applications, and attend meetings alongside the family. 

“SCS would come to the meetings, do the notetaking, know what needed to be done, reiterate our goals, and discuss our options,” Susan says. “It was coordination of care that I could rely on and people in my corner. That was huge.”  

She says one of the biggest differences was having someone who could advocate on behalf of the family. 

“When SCS calls, things get done. It’s not the ‘crazy mom’ calling,” Susan says. “They fought battles when I couldn’t as a mom. There was empathy. That’s the most important thing.”  

Today, Austin’s needs continue to evolve as he prepares for high school. Susan says having SCS involved helps ensure the people around him understand the full picture — emotionally, physically and developmentally. 

(Photo of Austin) 

“SCS holds weight,” she says. “They’re one of the tools in my backpack. The continuity, collaboration, and coordination with CHEO and others make me feel powerful because I have a team behind me.”  

Susan describes consistency and compassion as two of the organization’s greatest strengths. 

“Having staff that care, and are allowed to love their clients, that matters,” she says.  

She also credits SCS with helping her think about Austin’s future in a bigger way, not just day-to-day support, but long-term planning and stability. Looking back, Susan says she wants other families to know they do not have to navigate the system on their own. 

“One thing needs to tie everything together, and that’s what SCS does,” she says. “I can’t imagine my life, or Austin’s life, without SCS. I want other families to have the support I have.”