Parent Participation Policy
EDGEWORTH CHILD CARE CENTRE
Policies and Procedures
6. PARENT PARTICIPATION
AIM
To encourage parents to actively participate in the care of their children through involvement in decision making with regards to their child’s care and education.
To provide resources for parents.
To respect individual families’ needs and differences.
To promote a friendly, comfortable, and co-operative relationship between parents and staff through daily contacts.
6.1 Parent Involvement
All parents have the right to be involved in the administration, management and day-to-day activities of the childcare centre, which their children attend. Parent involvement establishes trust between parents and staff. The children in turn sense this trust, and feel more at ease in the centre.
Parents in this centre will be given the opportunity to become involved in a way that suits them best. This may be as a member of the Parent Management Committee, taking part in fund-raising activities, helping out in the centre daily routine, assisting with centre maintenance, or interacting with children in activities. By providing a number of options for parents, the centre will have a greater chance of succeeding in involving the majority of parents.
The responsibility of ensuring the opportunity for parent involvement is shared between the Parent Management Committee and staff.
The Parent Management Committee must consider the centre’s structure and protocol to examine the messages that these give parents, eg. Circulation of minutes from meetings, opportunities for all parents to be involved in decision making, meeting times etc.
The staffs have a major role in ensuring parent involvement as they have the most contact with parents. Staffs need to ensure open communication with all parents (see Staff Policy 4.4).
6.2 Parent Access to Children’s Records
All parents must be made aware that individual developmental records are kept on their child/children and the form these take. These records must be made available, at the parent’s request, for parents to discuss with a staff member.
6.3 Parent Library
Edgeworth Child Care Centre is expected to have a parent library consisting of publications relating to subject areas such as child development, parenting, recreation, health and fitness. The library should also contain publications translated into various languages. Information on community services in the local area is also to be made available to parents.
6.4 Parents from Non-English Speaking Backgrounds
To ensure that parents from non-English speaking backgrounds have equal opportunities for parent involvement and have an understanding of all matters relating to the centre and their child, it may be necessary to enlist the help of an interpreting service. Contact the Telephone Interpreting Service Office (008) 112477, open twenty four (24) hours. The centre should obtain pamphlets from this service to give to non-English speaking parents.
6.5 Incorporating Home Routines Into the Centre
To ensure consistency, children’s home routines should be followed through in the centre as far as is practical. Any concerns with, or changes to, this routine must be discussed with the parent/s involved. Ultimately, staffs are to respect parents’ needs and differences.
6.6 Communication With Parents
Edgeworth Child Care Centre must have the following structures in place to ensure open communication with parents:
a) Daily comments are to be recorded by staff. These should include the child’s eating and sleeping habits, and for infants and toddlers, toilet practices; child’s responses to the day’s program; any health or safety issues which may have arisen; variations in the person expected to collect the child; any other comments that parents or staff may wish to make.
b) The daily program is to be displayed for parents. This should include group objectives.
c) The weekly menu must be displayed for all parents.
d) A parent notice board must be placed in a position visible to all parents. This is to be used by both Parent Management Committee and staff to inform parents of any matters relating to the centre or the community.
e) Centre newsletters, compiled by staff and/or Parent Management Committees, informing parents of centre happenings, changes in policy, forth-coming events, and providing resources to parents, should be circulated quarterly.
f) Minutes from Parents Management Committee meetings are to be made available to all parents, eg. On notice boards, circulated to all parents, or placed in a folder near the sign in book.
g) Daily verbal communication between staff and all parents. Direct personal contact is vital, as putting up a notice alone may not be sufficient.
h) Each parent is to be given an up-to-date copy of the centre information book.
i) Guide-lines are to be developed by the Director (Authorised Supervisor) with regards to the responsibility of staff in discussing concerns and needs of the child with parents, i.e. which staff are able to discuss such matters with parents.
j) Use of a communication book for special needs children (See Special Needs Unit Policy Document).
k) If your child is being collected by a person other than yourself or you are not at your usual contact phone numbers please write this information in the comment column on the sign in/out sheet.
l) Plastic pockets are situated in the foyer and each child has his/her name on their own pocket. These should be checked daily as any communication to a family on a personal basis or confidential matters such as fees, receipts etc will be placed in these pockets for the attention of the parents.
m) Any letters or requests to the Director or Office Staff may be left in writing in the fee tin located in the foyer. This tin is checked daily and locked at all times.
n) In the event that as a parent your expectations are not being meet, the following pathways are available to you to discuss your concerns. Staffs are not to be approached by parents in relation to management issues or to display any form of aggression towards staff. These procedures are to be followed in sequence order below.
i) Approach the Director (Authorised Supervisor) with your concern and ask for an appointment to discuss the situation at an appropriate time.
ii) Write a letter to the Director (Authorised Supervisor) indicating your concerns and your availability to discuss the situation in person.
iii) If after the two previous pathways have been exhausted then it would be appropriate to address the Parent Management Committee either in writing or in attendance at the a Parent Management Committee Meeting. If these avenues of access to the Parent Management Committee are not suitable you may wish to be introduced to a Parent Management Committee member.
When these procedures are followed the Director (Authorised Supervisor) and/or the Parent Management Committee can then deal with the concern in a professional and business like manner with the concern and the response be documented.
** Any valid concern should be appropriate to the cause and not of personal origin.
** At any time if requested by either party a mediator may be consulted or attend an interview. Both parties must accept the mediator.
IF YOUR PROBLEM HAS NOT BEEN RESOLVED:
6.7 Complaints Handling Policy and Procedures for consumers of Children’s Services.
(Adopted 23/09/98)
Definition of a complaint
Anything, which the consumer thinks, is unfair or makes them unhappy with the service. This could include feedback by consumers, issues, concerns or suggestions, and may be verbal, written or anonymous.
Levels of Complaints Handling
Informal Complaint:
Simple, straightforward, verbal, requiring information or clarification usually resolved as quickly as possible. All staff has authority to resolve or refer.
Brief documentation.
Formal Complaint:
More complex or serious, verbal or written, handled by someone with authority. May involve discussion, investigation and negotiation. More in depth documentation.
External Review:
Referred externally when complaints cannot be resolved internally.
POLICY STATEMENT
A good complaints handling procedure:
v Respects the consumers right to participate, be heard and raise a concern.
v Promotes accountability, consistency and equity in decision-making.
v Values consumer input into quality improvement of service delivery.
v Respects confidentiality.
v Meets Children’s Service’s Regulation requirement.
OBJECTIVES
The purpose of a good complaints handling procedure is to:
v Provide fair and efficient resolution of concerns or complaints.
v Encourage positive attitudes towards complaints.
v Ensure no reprisal or victimisation for families and their children.
v Ensure all people involved in the complaint will be given the chance to have their say, with equal opportunity for comment.
v Provide a clear written procedure for the promotion, recording, investigating and referral of complaints.
v Deal with the complaint or concern in a timely manner.
v Review the policy regularly.
COMPLAINT MANAGEMENT
To ensure an effective complaints handling procedure:
v Staff and management need to be aware of issues/complaints raised, including outcomes, whilst maintaining confidentiality of the consumer.
v All staff must understand the philosophy and process of the complaints system.
v Consumers must have direct personal access to the Licensee (owner/representative of Management committee); avenues of complaint must be seen to be independent of the normal contact with the service.
v All persons can seek advice from the officer at Department of Community Services at any stage throughout the process.
v A handout to be provided to consumers that clearly sets out how a consumer may complain or provide feedback to the children’s service.
PROCEDURE
Depending on the nature of the complaint, it can be handled as follows:
Informal Complaint:
1. Staffs take complaint.
2. Makes all reasonable attempts to make consumer comfortable.
3. Listen respectfully and ensure complaint is acknowledged.
4. Explain policy and procedure if appropriate.
5. If discussion required, appointment may be made for meeting with staff member as soon as possible.
6. Discuss, and resolve or refer if necessary.
7. Briefly document on informal complaint form.
8. Notify: the Director (Authorised Supervisor)
Follow up with parent/consumer at a later date if necessary.
9. If not resolved, move to Formal Complaint procedure.
Formal Complaint:
1. Staff takes complaint- may be verbal, in writing or anonymous. If complaint is about the Director (Authorised Supervisor), then the consumer has a choice to go directly to the Licensee/President of the management committee (Licensee will follow procedure below), or to the Department of Community Services.
2. Staffs refer to the Director (Authorised Supervisor). The Director (Authorised Supervisor) will handle or refer to Licensee/President of the management committee as required.
3. The Director (Authorised Supervisor)/ Licensee/President of the
Management committee makes all reasonable attempts to make consumer comfortable.
4. Listen respectfully and ensure complaint is acknowledged.
5. Explain policy and procedure if appropriate.
6. Record complaint or issue accurately on prescribed form.
7. Develop a plan of action in co-operation with consumer, ensuring that all parties involved have an opportunity to have their say.
8. Both parties sign completed prescribed form and a copy given to the consumer. If appropriate, written response to be provided to consumer, which includes reasons for decisions.
9. Implement plan of action.
10. COMPLAINT RESOLVED.
11. If issue has been handled by Director (Authorised Supervisor) and remains unresolved, refer to licensee.
12. Licensee (2 persons maximum) arranges meeting with consumer (and support person if requested)- document meeting. Licensee reviews action and ensures correct procedure has been followed. Provide written response.
13. COMPLAINT RESOLVED
14. If unresolved by Licensee, proceed to external review.
Referral may be made to:
a) Department of Community Services, Children & Youth Services
(Children’s Services Adviser or Manager)
PO Box 249 or PO Box 146
BROADMEADOW NSW 2292 CHARLESTOWN NSW 2290
phone: 02 49 90 12 77
b) Community Services Commission
c) Community Justice Centre
d) Department of Families Housing, Community Services and Indigeneous Affairs (FaHCSIA)
e) Department of Fair Trading
f) Local Member of Parliament.
g) Legal Advice
6.8 Involvement in Decisions with Regard to Children
Each parent has the right to be involved in decisions with regard to their child’s education. Staffs need to allocate time to talk to parents about individual programs for children, and the child’s overall developmental progress.
Any major decisions being made in regard to the child’s education must be made in consultation with parents, eg. Transferring a child from one group to another.
6.9 Parent Support
Many parents live far away from the support of their own families, or may feel that times have changed in child rearing practices. They are often in need of the support and knowledge that a sensitive childcare worker can provide. This support is to be provided by each staff member through daily contacts, and by the Director (Authorised Supervisor) through the organisation of parent discussion groups, with a guest speaker if other professional input is needed.
6.10 Informing Parents of Policies
It is important that centre policies are explained to parents at the time of enrolment. Parents should be presented with written copies of centre operational policies, and all other policies are to be made available to all parents on request, or if the need arises. Parents are to be informed of any changes to policy immediately they occur.
The Parent Management Committee must make any changes or additions to centre policies.
Version 1 ~ 1996
Version 9 ~ 2008
