Toowoomba Community Access Association t/a

               Toowoomba Children’s Contact Centre

                    ABN 12 280 540 576

 

Guidelines for Changeover Arrangements

Our Vision

The services provided by the TCCC are designed to reflect our vision of providing a service where all children feel valued as individuals and are able to develop and maintain supportive and nurturing relationships with their family. The vision includes a safe working environment for staff. Service will be withdrawn from clients who cannot, or will not, work with this Service to enable this vision. 

These services are offered by the Toowoomba Children’s Contact Centre on the basis of the following conditions, to be observed by all parties involved.

1.    If either party has any concerns about contact issues please discuss these with a staff member during office hours. We will not discuss any issues in front of children.

2.    To ensure that children are not kept waiting, parents are expected to be on time to changeovers. If you are unable to attend a changeover or running late please notify our office as soon as possible. In the event that you do not notify this office that you are running late the changeover may be cancelled.

3.    If access is subject to a Court Order/Agreement or any other written agreement, a copy of this is to be provided, as are copies of any domestic violence orders relating to the parents.

4.    Inappropriate or threatening behaviour towards children, staff or any other person at the Centre will not be accepted, excused or tolerated and may result in the police being called and services withdrawn.

In addition the following behaviours are also considered unacceptable at any time:

•    Raised voices, swearing
•    Consistent, inappropriate, heightened tone
•    Body language implying potential for aggressive behaviour
•    Unwillingness to accept reasonable direction

           Any occurrence of the above behaviours will be documented on file and may result in the service being withdrawn.

5.    The primary client of the service is the child/ren.  The staff do not ‘take sides’ with either parent. 

6.    During the interview a staff member will give each client a designated car park area, entrance, and waiting area.  This area is to be used at all times. No changes to these areas are to be made without written confirmation from staff.

    Client to initial____    Ruthven /Winchester Street (cross out entrance N/A)

7.    No contact is to be made between parents unless on each occasion both parties are willing.  A staff member will confirm with the other party as to his/her willingness to comply with a request for contact. 

MESSAGES Please note that it is not the role of the staff to pass messages between parents and staff are not required to do this. Staff will not pass on any messages that are deemed inappropriate or under the following circumstances:

•    Parent has requested that messages are not passed on at the Centre.
•   Messages that are disrespectful or are likely to cause offence, hurt or  embarrassment.
•   Messages that are not directly related to contact changeovers.

In the event that staff are continually requested to pass on inappropriate messages
this will be documented on your file. If you are unsure about the content of the message please check with staff. See Parent Handbook for more detailed information.

This Centre has a communication book that you can use to write messages to the other parent. You will receive a copy of the message, the other parent will receive a copy and one copy will be placed on your file.  This book cannot be used if the other parent has requested no communication occur at this Centre.

8.    The Contact Centre reserves the right to refuse it’s services to persons who are:

• affected, or believed to be affected,  by alcohol or drugs                   displaying violent or threatening behaviour. 
•  breaching centre guidelines
•  or where the child/ren remain consistently and resolutely unwilling to participate, are being caused undue distress, or are thought to be at risk of harm. Harm is defined as anything that is classified by the Child Protection Act  (1999) as Child Abuse and includes the following: 

     The Child Protection Act (1999) states:

1.    ‘Harm” to a child is, any detrimental effect of significant nature on the child’s physical, psychological or emotional well-being.
2.    It is immaterial how the harm is caused.
3.    Harm can be caused by –

(a)    physical, psychological or emotional abuse or neglect or
(b)    sexual abuse or exploitation

 9.    While at the Centre the client is responsible for overseeing their child/ren’s safety and must remain at the Centre until the other parent has arrived.

10.    Each client is responsible for providing current phone numbers and addresses to the Contact Centre. Please advise this Centre in writing of any changes. These numbers will be kept confidential, as are all contact details of both parents.

11.    It is not appropriate to change arrangements or make demands of the other parent at the time of changeovers. Staff will not negotiate any changes at this time.

12.    It is not acceptable for children to be passing messages between parents at the Centre. It is the parent’s responsibility to organise arrangements. Please use a communication book to ensure children are not involved in this process.

13.    Under no circumstances will staff allow unauthorised collection of children at changeovers. This Centre requires notification on each occasion if someone other than the parent/guardians are collecting the child/ren and will notify the other parent that this is to occur.   Please ensure that the other parent will not object to this as staff will not negotiate and are not able to override the wishes of the attending parent. 

I agree to abide by the guidelines of the TCCC and understand that this  service  may be withdrawn under any of the conditions outlined in the Withdrawal of Service Policy (provided to me in this interview) and that my legal representative and my child’s (if one has been appointed) will be advised. 

I understand that staff at the TCCC support the right of children to have contact with both parents. I understand that it is the role of the staff to assist parents with changeovers. It is the parent’s role to prepare children for contact with the other parent and encourage contact.

• Clients who do not access the Centre within 3 months of their intake interview or who cease to use the Centre for longer than 3 months must re-sign updated Guidelines prior to the Service being provided.

• Clients who do not access the Centre within 6 months of their intake interview OR who cease to use the Service for longer than 6 months must complete another intake interview prior to commencement/ recommencement at the Centre.

Signature_______________________________________ Date ________________

Interviewed by __________________________________  Date ________________

   Client given copy of guidelines.  ______________ Client to initial

   Client given copy of Withdrawal of Service Policy_________ Client to initial

   Client has been given copy of Centre Handbook. _________Client to initial

While all information recorded on the Centre’s file and all other information relating to the client and their children is kept confidential, there exist limitations on client confidentiality.  It is important that all clients are aware of these limitations.

1. The specific limits to client confidentiality are: 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.
4. Where disclosure of information would assist police investigations into the commission of criminal offences.
5. 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.
6. 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.

I acknowledge that the limits to confidentiality have been discussed.

Signed____________________________________   Date: _____________________

Fees

The TCCC  receives limited funding and there are fees attached to this Service. As this Service operates for the benefit of your children both parents are expected to take responsibility for fees.
Each party is to pay a one off administration fee of $25.00 unless stated in the court order that the other parent is responsible for this. This is a small contribution towards the cost of telephone calls made on your behalf, stationary, postage etc.

Changeover fees

Changeovers are $15.00 per parent per month regardless of how many changeovers occur. This is due at the first changeover at each month. OR $60 per half year if paid in advance. Concession rate for changeovers of $10 per month for parents with a current concession card..

I acknowledge that fees have been discussed with me. I am aware of the cost of the service. I understand that I am responsible for changeover fees except under the following circumstances (please tick if any of these apply).

  A Court Order/ Parenting Agreement or other written documentation stating who is responsible for all fees is provided. 

  The other parent has already advised the Contact Centre that they are taking responsibility for all fees.

Client has current concession card. Copy on file.