Welcome to our Centre. Please read the following information carefully. It is hoped that the information provided, combined with the intake interview required to access this Centre, will help you understand how our Service operates and what your rights and responsibilities are if you use our Service. If you require more detailed information or are unclear about any aspect of our Service please do not hesitate to consult with the Coordinator or a staff member. To provide a safe, non-threatening, low stress environment which allows children to develop and maintain quality contact with both parents. A place where all children feel valued as individuals, and are able to develop and maintain supportive and nurturing relationships with their family. Address: 228 Ruthven Street, Toowoomba QLD 4350 PO Box 186, Toowoomba QLD 4350 Telephone: 07 4638 0035After hours: Please leave a message on the above telephone number. A staff member will return your call during opening hours. Fax: 07 4638 0060Email:
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Website: www.tccc.org.au This Centre is open 7 days a week from 9.00am – 5.00pm. Public Holidays – As outlined on page 4 Although this Centre is open 7 days a week staff are not always available to answer the telephone, particularly on weekends. PLEASE LEAVE A MESSAGE. Staff regularly check the answering machine and return messages as soon as possible. | Public Holiday Opening Hours – 2010 |
Please note the following dates that the Centre is listed as open. Where supervised contact visits fall on a public holiday we will try to reschedule visits, however this cannot be guaranteed. | 2009 | 2010 | 2010 | | New Years Day 2010Friday 1st January CLOSED except @ 5pm changeovers only | Show HolidayThursday 15th of April CLOSED | | Australia DayTuesday 26th of January CLOSED | Anzac DayMonday 26th of April CLOSED except@ 5pm changeovers only | | S | Good Friday Friday 2nd April 2010 CLOSED except @ 5pm changeovers only | Labour Day Monday 3rd of May CLOSED except @ 5pm changeovers only | | Easter Saturday Saturday 3rd April 2010 CLOSED except @ 5pm changeovers only | Queen’s BirthdayMonday 14th of JuneCLOSED except @ 5pm changeovers only | | | Easter Sunday Sunday 4th April 2010 Open limited hours 1.00pm – 5.00pm Changeovers and Supervision
Easter Monday Monday 5th of April CLOSED except @ 5pm changeovers only | Christmas DaySaturday 25th DecemberCLOSED except @ 10am changeovers only | | Boxing Day Sunday 26th DecemberCLOSED except @ 10am and again @ 5pm changeovers only |
Please note it is a requirement that parents make bookings to access the Centre for changeovers on the above dates at the listed opening times. In the event that no bookings are made this Centre will not open. | What services are provided by this Centre? |
Children’s contact services enable children of separated parents who are unable to manage their own changeover or will not agree to unsupervised visits because of perceived or actual risk to the child or vulnerable parent, to re-establish or maintain contact with their non-residential parents where this is appropriate and possible. At all times staff must discharge their responsibilities to children as the primary client group, ensuring that children’s best interests are kept at the centre of the contact process. ChangeoversAfter completing an intake interview each parent will be allocated a carpark and entrance to the building. At the scheduled time each parent will attend the Centre and a family support worker will take the children from one parent to the other. Parents generally have no contact with each other. Parents must remain at the Centre until the other parent has arrived for the children. It is each parent’s role to encourage and support the child during this process. Supervised ContactAfter completing an intake interview each parent will be allocated a carpark and entrance to the building. At the scheduled time each parent will attend the Centre and a family support worker will take the children from one parent to the other. Parents have no contact with each other unless each parent has advised the family support worker that they are agreeable to having contact with each other. Supervised contact visits are usually 2 hours in duration; this may vary depending on the age of the child. During supervised contact visits a staff member will be allocated to each family and be close enough at all times to see and hear what is occurring. Family support workers will encourage and support children during this time if required. It is also the residential parent’s role to encourage and support the child during this process and the visiting parent’s role to take responsibility for the child and all of their needs during the contact visit. Staff will advise and assist when required. For more detailed information regarding Supervised Contact or Changeovers please refer to the Guidelines at the end of this Handbook. | Why should I use the Centre? |
The following has been reproduced with permission from the booklet “Because it’s for the kids” written by Jennifer McIntosh, PhD. You can protect your children from conflict. Parents in conflict with their ex-partner need support to sort it out. In the meantime, children can be protected from adults’ tensions when both parents: · Keep the child out of the middle of their arguments.· Never ask the child to carry messages to the other parent.· Don’t ask the child personal questions about the other parent.· Make arrangements that suit the child.· Know their child may have different feelings from the ones they have.· Try to notice what it’s really like for the child.· Give permission for the child to enjoy their other parent.· Help the child to have a healthy relationship with the other parent.· Notice when tension is being soaked up by their child.· Remember that children can twist themselves into strange shapes inside, in order to cope with conflict between the people they love the most. Copies of this booklet are available from this Centre as well as several other helpful publications. | How frequently can I access the Centre / Availability |
Changeovers: Parents can access this Centre as often as required providing changeovers occur during our opening hours. The fee of $10.00 per month covers all changeovers that occur. Supervised contact: There is a very high demand for this Service and in order to provide services on an equitable basis to all who need to use this Centre we have implemented a new fee structure from 2008. In the past we have only been able to offer very limited access for parents wishing to attend supervised contact visits. Due to increased demand for the Service, the current level of funding and the cost of providing the service it has not been possible to provide any more than a minimum amount of hours. This is to ensure that other parents wishing to access this Centre to see their children are not placed on a waiting list. We have recently reviewed this and families will be offered the option of additional hours, however this will attract a higher fee for hours over 2 hours per week for weekday contact, and 2 hours per fortnight for weekend contact. NO CONCESSION RATES APPLY TO THESE ADDITIONAL CONTACT HOURS. Weekday contact: 2 hours per week @ $15.00 concessions apply. Additional contact can be provided but will be at the rate of $20.00 per hour and no concessions apply to these additional hours. Weekend contact: 2 hours per fortnight @ $20.00 per hour concessions apply. Additional contact can be provided but will be at the rate of $30.00 per hour and no concessions apply to these additional hours. For more information regarding fees please see Summary of Fees page 10. | How do I access the Centre? |
Clients who wish to access the services of the TCCC must attend an intake interview prior to services commencing. Intake interviews are essential to ensure that you understand how this Service operates, under what conditions it is offered and, what your rights and responsibilities are if you choose to use the service. There is a $20.00 non-refundable intake fee required to be paid at the intake interview. You do not require a Court Order / Agreement to access this Centre however both parents need to agree to use the Centre. Please be advised that staff cannot contact the other parent on your behalf. It is each parent’s responsibility to contact this Centre to organise their intake interview. The TCCC recognises that it has a responsibility to ensure that all people wishing to use this Service have equitable access to services and programs regardless of their cultural, linguistic and religious backgrounds and will provide support during this intake process if required. Support may include an interpreter or support person acceptable to the client. Waiting Periods:Changeovers can commence immediately after both parents have completed their intake interviews. No bookings can be confirmed until this has occurred. Supervised contact: providing parents can be flexible with their times there is generally only a 1 or 2 week waiting period. This does vary from time to time. It is important that you understand that the TCCC can only accept cases after careful assessment and where our facilities and resources allow the delivery of services that are safe and appropriate for all parties. This applies even if you have a Court Order. The services of the Toowoomba Children’s Contact Centre are designed and managed to ensure a safe, neutral environment for all participants of supervised contact visits and changeovers, including clients and staff. This Centre receives limited funding and consistently exceeds the target numbers set by our funding body. To maintain the quality service provided, our opening hours, and to ensure that other parents wishing to see their children do not experience lengthy delays, all parents are expected to pay fees. We often hear parents say things such as “he/she wants me to use the Centre so he/she should pay” or “it’s his/her fault we’re here so he/she should pay” even things like “they don’t pay child support so why should I pay”. We would like to remind parents that this service is for the benefit of your children and we expect all parents to contribute fees unless stated in Orders or agreements that one parent is to take responsibility for all fees. We are conscious of the need to ensure our fees are as reasonable as possible and have only had two increases in fees in the last 7 years. Bookings will only be made for four weeks unless we are advised by both parents that an agreement has been reached regarding fees. It is not the responsibility of staff to negotiate this on your behalf. Summary of fees current as of 1st of January 2008 | Intake fee$20.00 | One-off fee to be paid at the intake interview. This fee is paid by each parent regardless of who is taking responsibility for fees and is non-refundable. | | Changeover fees | $10.00 per parent per month and covers all changeovers each month. Concession rates for changeovers of $5.00 per month for parents with a current concession /health care card. | | WeekdaySupervised ContactCosts are per visit not per parent | $15.00 per hour for the first 2 hours per week then $20.00 per hour for each additional hour each week. Concession rates of $10.00 per hour apply to the first 2 hours per week only, additional hours are $20.00 per hour. | | WeekendSupervised Contact | $20.00 per hour for the first two hours per fortnight then $30.00 per hour for each additional hour in that fortnight. Concession rates of $15.00 per hour apply to the first 2 hours per fortnight only; additional hours are $30.00 per hour. |
To be eligible for the concession rates, a concession card needs to be produced at the time of payment. Staff employed as Family Support Workers at this Centre have professional qualifications covering a broad range of disciplines including, psychology, nursing, childcare, teaching and counseling. Staff are required to have a Criminal History Check and obtain a Blue Card from the Commission of Children and Young People and Child Guardian. Staff at this Centre attend fortnightly Professional Supervision with a Registered Psychologist. All staff are required to have a Senior First Aid Certificate. Staff at this Centre also complete training in the following areas:Child ProtectionSuicide Prevention Domestic ViolenceFire Safety All staff are encouraged to constantly update their training in other relevant areas to maintain a safe, child focused environment for the children and families who use our Centre. The role of the Family Support Worker is to help provide and maintain a safe and supportive environment for families using the Service. Children are considered our primary clients and their interests and welfare are always the primary concern of our staff. | It is not the role of the staff |
- To pass messages between parents or organise parents arrangements.
- To give legal advice
- To mediate disagreements between parents
- To provide counseling or write Family or Court Reports.
- To check carseats, car registration or any other traveling arrangements.
Staff will provide referrals to other appropriate agencies or refer you back to your legal practitioner. | Communication between parents |
While we understand that parents may not have many options with regard to being able to communicate with each other, we ask that you understand that it is not the role of staff to pass messages between parents and that staff are not required to do this. This Centre operates to ensure that children are kept out of the conflict that can occur during contact times and visits. Our reluctance to be involved in passing messages between parents is to ensure that children who attend the Centre can be confident that they can see their other parent without any delays or problems. At all times a parents request for NO CONTACT WILL BE RESPECTED and we remind parents that this Service is for the benefit of children and not a place for parents to discuss their problems, issues, finances etc. Communication Book: We recommend parents use a communication book that notes relevant information about the child that the other parent needs to know or things that have happened that the child might like the other parent to be aware of. This book normally travels with the child and this appears to work well for some families. Centre Communication Book: This Centre has a communication book for parents to assist with this process. This book can be used providing the other parent agrees to accept messages. When messages are provided through the Centre Communication Book a copy of the message will be provided to both parents and a copy placed on file. In particular staff will not pass on any messages that they deem inappropriate or under any of the following circumstances: - When a parent has requested that messages are not passed on.
- Messages that are disrespectful or are likely to cause offence or embarrassment.
- Messages that are not directly related to changeovers or contact visits.
In the event that staff are continually requested to pass on inappropriate messages this may be documented on your file. If you are unsure about the content of the message please check with staff. EXAMPLES: Messages staff may pass on. - Can you confirm the next changeover time with the other parent.
- I will drop off the medication for (child) at 3pm Friday.
- Can you advise the other parent that I am unable to attend next Friday due to work commitments?
- Would it be okay to drop the child back early tomorrow?
Messages staff won’t pass on. - Tell (other parent) that (child) doesn’t want to see them, that’s why we’re not coming to contact. (In this case staff member will only pass on that Contact has been cancelled).
- Tell (other parent) child has head lice and to fix it. (In this case staff will not pass on message).
- Tell the other parent I will call the police if the child is not back by 3pm. (In this case staff will not pass on the message)
- Legal documents for example subpoenas, divorce papers.
- Staff are not available to witness legal documents being signed.
Anything else, at the discretion of the staff, that is deemed inappropriate. In the event of a cancellation it is the responsibility of the parent cancelling contact to notify the other parent of the cancellation unless there are Orders in place preventing this. If there are such orders, staff will advise the other parent of the cancellation. It is the responsibility of the parent cancelling contact to advise this office on 4638 0035 as soon as possible. In the event that this does not occur and the cancellation was regarding supervised contact you will be charged a cancellation fee of $40.00 for the contact regardless of who normally takes responsibility for the contact fees. This fee is required to be paid prior to the next contact occurring. If staff are asked to cancel visits on your behalf we will generally only advise the other parent of the cancellation and the reason given for example if the child is ill or transport problems. We will not advise them of information such as “he/she can’t see them until they pay their child support” or “(child) does not want to see him/her”. We do not pass on messages from children to parents. It is each parent’s role to take responsibility for the decision to cancel or change arrangements not the child’s. | Cancellations – Supervised Contact |
To avoid children attending our Centre unnecessarily and being disappointed when a visit is cancelled by a parent at the last minute or where the parent does not attend the following action will be taken when parents do not attend a scheduled contact visit and do not notify the Centre. This applies to both parents. - Where the TCCC has not been notified of the cancellation.
The parent will be sent a letter advising that no further visits will be booked until such time as they have contacted the Centre to discuss the circumstances of their non attendance. A $40.00 cancellation fee will be charged. Where an emergency situation has occurred and the parent makes all reasonable attempts to notify Centre staff as soon as possible no cancellation fee will be charged. We will also contact the other parent to advise them of the situation if requested. - Where a visit is not attended on a second occasion and the TCCC is not notified the following will occur.
The parent will be sent a letter advising that no further visits will be booked until such time as they have contacted the Centre to discuss the circumstances of their non attendance. A $40.00 cancellation fee will be charged. At this time they will further be advised that they will be required to confirm their attendance at all future contact visits by a time and date nominated by the TCCC. In the event that they do not contact the Centre to confirm their attendance at future visits the visit will be cancelled and the time offered to another family on our waiting list - In the event of any further non attendance at contact the following will occur.
The parent will be sent a letter advising that all future contact visits have been cancelled. Future bookings will only be considered after the parent attends a meeting with Centre staff to discuss the circumstances of their non-attendance and is able to make a commitment to attending in the future. Please note that if a parent misses three consecutive visits their booking cannot be held, even if they notify the Centre of the cancellation, and will be offered to another family unless the parent is able to make a commitment to attend future contact visits. | Illness and Exclusions Periods |
For the health and well-being of children, parents and staff who access our Centre please be advised that staff will not supervise contact visits where parents or children present unwell. Visits will be immediately cancelled. We understand that parents often feel disappointed that contact visits have been cancelled but children that are unwell are unlikely to enjoy contact time and we remind parents that these visits are for the benefit of children. If children become unwell during contact their residential parent will be contacted and asked to collect them immediately. Children with infectious conditions should not attend changeovers. This Centre abides by the recommended exclusion periods for infectious conditions for schools, pre-schools and child care centres recommended by the National Health and Medical Research Council and Queensland Health. Time Out posters are located at this Centre on noticeboards at both entrances to the building outlining the conditions and exclusion periods. Further information can be obtained by phoning your nearest Population Health Unit or at www.nhmrc.gov.au/publicatons/index. Parent’s who are concerned about cancelling contact are advised to contact staff at the Centre to discuss this and encouraged to provide a medical certificate for their file. Where possible staff will try to reschedule contact that has been cancelled due to illness. | Threatening and Intimidating Behaviour |
The TCCC has an obligation, and is committed to providing a safe environment for all people who use this Centre; this includes staff. Inappropriate or threatening behaviour towards children, staff or any other person at this Centre in person or by telephone will not be accepted, excused or tolerated and may result in police being called and services withdrawn. We often hear clients say things such as: “That’s the way I speak to everyone”“I’m upset. What do you expect”“That’s just who I am. You will have to get used to it. Don’t be so easily offended”“It’s just the way I am I don’t really mean to be threatening. You know me”“I can talk to my kids any way I like” None of these are reasons why staff at this Centre should tolerate or excuse unacceptable behaviour from parents. When dealing with clients who display threatening or intimidating behaviour staff may:1. Ask parents to cease behaviour and discuss why the staff member made the request.2. Ask the parents to cease the behaviour or leave the Centre immediately.3. Advise the client to leave the Centre immediately or the police will be called.4. Call the police without advising client. Staff are advised to call the police immediately if they feel that their safety or the safety of any other person at the centre is at risk. To be clear, in addition to physically threatening behaviours the following behaviours are also considered unacceptable: - Raised voices
- Swearing
- Consistent, inappropriate, heightened tone
- Body language implying potential for aggressive behaviour
- Unwillingness to accept reasonable directions
At a minimum all incidents of the above behaviour or any other unacceptable behaviour will be noted on your file. Your feedback is valuable to us. By providing your views on the service you have received you will help us to improve the service we provide. There are several ways to provide us with feedback about you experience. - Speaking directly to a staff member.
- Discussing your comments with the Coordinator.
- Online at www.tccc.org.au
- Use the feedback form provided at both entrances to the building. This can be placed in the suggestion box or mailed to TCCC, PO Box 186, Toowoomba QLD 4350.
What will happen?If you have made a positive comment about a worker, it will be passed on to them. If you have made a positive comment on how we work generally, it will be considered in how we do things in the future. If your feedback is critical of how you were treated or how we did things, we will make efforts to resolve these issues. These comments will also be considered in future planning of the service. Your feedback will be provided to the Management Committee on a regular basis. ComplaintsThis Centre has a Grievance Procedure to handle complaints that are received and is committed to handling complaints in a fair and open way. Copies of the Policy are located on the notice boards at both entrances to the building. In the first instance we encourage you to discuss your concerns with the staff member involved or the Coordinator. If your complaint is still not resolved you can then contact the Management Committee by putting your complaint in writing and addressing it to The Secretary, Toowoomba Children’s Contact Centre Management Committee, PO Box 186, Toowoomba QLD 4350. Complaints will be tabled at the next scheduled committee meeting, which are held on a monthly basis. You will then be advised in writing of the outcome of your complaint and what action can be taken if you are not satisfied with the outcome. For more detailed information please see the Grievance Policy located on Centre notice boards. Changeovers are only offered under the following conditions: - Intake interview must be completed by both parties.
- Centre Guidelines must be agreed to and signed by both parties.
- An agreement has been made as to who is taking responsibility for fees.
- Intake / Administration has been paid by both parties.
- Changeovers can only be facilitated by staff during advertised hours.
Please note: - Inappropriate or threatening behaviour toward staff or any other person at this Centre will not be accepted, excused or tolerated and will result in the police being called and services withdrawn.
- Designated car park areas, entrances and waiting areas must be used at all times. No changes to these areas are to be made without prior written confirmation from staff.
- It is not appropriate to change arrangements or make demands of the other parent at the time of the changeover when children are in attendance. Staff will not negotiate any changes.
- Under no circumstances will staff allow the unauthorized collection of children from the Centre. We require notification on each occasion if someone other than the parent or guardian is to collect the child.
- When a disagreement occurs with regard to who should pay fees and /or where it is not stated in orders or agreements both parents will be required to split fees.
- It is not the responsibility of staff at this Centre to contact the other parent if you make changes to contact times. We will however attempt to do this on your behalf if you have orders preventing contact.
- It is your responsibility to ensure you are familiar with the Guidelines of this Centre. These will be discussed in detail with you during your intake interview. You are welcome to contact staff at anytime to organise a review of these guidelines.
Please see Centre Guidelines for more detailed information regarding Changeovers. Contact visits are only offered under the following conditions: - Intake interview must be completed by both parties.
- Centre Guidelines must be agreed to and signed by both parties.
- An agreement has been made as to who is taking responsibility for fees.
- Intake / Administration has been paid by both parties.
- Supervised contact can only be facilitated by staff during advertised hours.
Please note: - Inappropriate or threatening behaviour toward staff or any other person at this Centre will not be accepted, excused or tolerated and will result in the police being called and services withdrawn.
- Designated car park areas, entrances and waiting areas must used at all times. No changes to these areas are to be made with out prior written confirmation from staff.
- It is not appropriate to change arrangements or make demands of the other parent at the time of the changeover when children are in attendance. Staff will not negotiate any changes.
- Contact parents must attend visits alone unless prior negotiations with Centre staff have occurred. This is to ensure that we have appropriate levels of staff rostered. Negotiations must occur prior to the day of contact and requests will not be considered on the day of contact.
| Supervised Contact – Continued |
Facilities and ActivitiesThis Centre has a large variety of activities for children of all ages including games, puzzles, dolls, kitchen corner, and drawing equipment. It also has a well designed outdoor playground which includes a large sandpit, a playfort, water table, table tennis table, and soccer table and basket ball hoop and ride on toys. Parents however are welcome and encouraged to bring toys or activities their children may enjoy. What do I need to provideFoodWe ask that the residential parent of young children, particularly those still in nappies or bottle fed, initially provide all nappies and food for contact visits unless an agreement has been reached regarding this. This is to ensure the comfort of the child during contact visits. This can be reviewed if necessary. For older children it is expected that the parent visiting will provide food for children if their visit falls over lunch time unless an agreement has been reached regarding this. We understand that parents may wish to provide treats etc for their children during contact and we do not object to this. However we do encourage parents to bring healthy foods for their children. In particular children under the age of 12 months are not to be provided with soft drinks or other foods not appropriate for their age group. Staff can only enforce food restrictions where there are health issues for example allergies. Clothing We ask that the residential parent pack a change of clothes for younger children in case they need to be changed during contact and a hat. Sunscreen is provided at the Centre for children but a hat is still essential.PresentsParents are permitted to bring presents for children at contact visits unless stated otherwise in court orders. However if parents do not want their children to take presents home with them it may be best not to bring them as children often become upset if they are unable to do this. PhotographsTaking photographs at the Centre is permitted, unless stated otherwise in court orders, under the following circumstances: - Children are willing to have their photo taken.
- All photos are to be supervised by the family support worker.
- Only your children are in the photo. Under no circumstances are other people’s children or staff to be included in photos.
Smoking PolicySmoking is not permitted at any time during contact visits whether they occur on-site or off-site. Parents are not permitted to leave contact visits except in the case of an emergency. Mobile PhonesDue to the high number of offensive ring tones available, and that telephone calls taken and made during contact visits interrupt your child’s time with you, we require that your mobile phone is switched off when you attend this Centre for supervised contact visits. If you wish to use your phone to take pictures during a contact visit please negotiate this with staff.
| Note taking/ Report writing |
Brief factual records will be kept of each visit, with dates, who attended contact and incidents observed. These notes are intended for internal use only and are written on that basis. We do not write Court Reports, in the event that your Order suggests otherwise you will need to contact your legal representative for further advice. Our notes are available by subpoena only. While all information recorded on the Centre’s file and all other information relating to clients and their children is kept confidential, there does exist limitations on client confidentiality. It is important that all clients are aware of these limitations. The specific limits to client confidentiality are:1. Where there is suspicion of child abuse.2. Where a client discloses their intent to harm themselves or someone else.3. Where it appears a criminal offence has been committed and disclosure of information would assist police investigations into the commission of criminal offences.4. Where there is a court appointed legal representative of a child who is a client of the Centre. This may take the form of written or verbal information. 5. Where there is a Case Worker appointed by the Department of Child Safety or other person appointed by the Department of Child Safety. This may take the form of written or verbal information. It is important that you understand that we cannot provide contact details for the child’s other parent even if your Court Order states that you are entitled to this information. | Withdrawal of Service Policy |
We reserve the right to withdraw the service under any of the following conditions: - Clients whose behaviour is threatening, intimidating or abusive to Staff, in person, by phone, or by written communication will have their Service withdrawn. Clients who are abusive in person will be asked to leave the premises at that time.
- Clients whose behaviour is threatening, intimidating or abusive to other clients at the Children’s Contact Centre will have their Service withdrawn and will be asked to leave the premises at that time.
- Clients whose behaviour before or after visits or changeovers at, or in the vicinity of the Children’s Contact Centre, is threatening, intimidating or abusive to their ex partner and/or their family members who accompany them, will have the service withdrawn. There must be an independent witness to such incidents.
- Clients whose behaviour causes distress to their own children, and/or clients who will not respect Service conditions designed to protect the emotional and physical well being of their children, will have their visit stopped, and the problem behaviour will be discussed with them, away from the child/ren and their cooperation sought to desist from such behaviour. Should the client be non-cooperative, or should the behaviour be considered abusive, they will be asked to leave the premises at that time.
The Coordinator is to be notified, and will decide in consultation with the relevant staff and Management Committee Members if necessary, whether it is appropriate to offer further assistance, support and/or referrals to enable the client to be more child focused, or whether it is deemed that this would not be appropriate or useful. A decision would be made about the appropriateness of withdrawing the Service, and if so, both parents would be notified in writing, as would the Child Representative. If considered appropriate in the individual case, the client may be given the option to reapply to use the Service when they feel able or willing to behave in a more child focused manner and carry out future visits in a child-safe manner. Reacceptance into the Service may be conditional upon the client demonstrating that they have attended education groups or had counselling to help them understand more clearly the required behaviour expected of them as parents. - Clients who are excessively demanding on the Service, clients who are rude to Staff, and clients who are uncooperative with keeping to Service conditions, but whose behaviour does not warrant immediate withdrawal of Service, will be sent a warning letter, advising them of the nature of the problem behaviour, and what needs to change to allow continuation of the Service. Should the behaviour persist, clients will be advised by letter that Service is withdrawn. Clients will be given the opportunity to reapply to use the Service when they are able to respect Service conditions at all times, and have attended education groups or had counselling to help them understand more clearly the required behaviour expected of them as parents.
- Clients who attend for supervised contact visits or changeovers, and who are reasonably believed by staff to be under the influence of alcohol or drugs will have their visit or changeover cancelled. Clients will be contacted prior to their next booked visit or changeover, and reminded of Service conditions of not drinking/using drugs at these times, and referrals provided for specialised counselling if the client requests this. At this time staff will advise that a formal warning letter will be sent, advising that if there is a repeat infringement of this Service condition, that Service will be withdrawn. Should this problem occur again, causing two changeovers or visits to be cancelled for this reason, service will be withdrawn. Both parents will be and the Child Representative (if applicable) will be advised in writing. The client will be given the opportunity to reapply to use the Service when they are able to abstain from using alcohol or other drugs around contact times. It may be necessary for clients to provide evidence that counselling has been undertaken prior to recommencement of the Service.
- Clients who fail to attend for a supervised contact visit, without notification, will be sent a warning letter, indicating that if this happens again, their Service will be withdrawn unless they are able to reasonably justify their absence e.g. proof of an accident, sickness, or misadventure which prevented them contacting the Service at the time. Should such proof not be provided, and the client again fails to attend a visit without appropriate justification, Service will be withdrawn. Clients will be given the opportunity to reapply should they feel they will be able to commit to regular attendance.
- Where a child or children are in extreme distress or demonstrate fear in the presence of their visiting parent, the visit will be terminated if the child cannot be settled/reassured. No more than two attempted visits will be made to settle a child who exhibits high levels of distress/fear in the presence of their visiting parent. Should such a situation arise, the Child Representative is to be notified, as well as both parents, that Service is withdrawn. Service may later be restored if TCCC is satisfied that it is appropriate to recommence contact (ie report from Child Representative).
- Where a child or children persistently and resolutely refuse to participate in contact visits with their visiting parent, and where every attempt has been made to provide appropriate support and reassurance, visits will be cancelled after three visits have been attended. In such cases, the Child Representative is to be notified as well as both parents that Service is withdrawn until such time as the children are willing to participate.
- Where a child or children exhibits extreme distress, refuses to leave, or strongly resists leaving the Centre for changeovers, Service will be withdrawn after three failed changeovers or three changeovers in which the child/ren have had to be taken from the Centre against their will by their visiting parent.
All decisions to withdraw service will be made in consultation with the Management Committee, TCCC Coordinator and/or Staff as appropriate and the decision to decline cases is final.
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