Toowoomba Children’s Contact Centre

ABN 12 280 540 576

 

 

 Our Vision

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 concerns or issues in front of  children.
2. The primary client of the service is the child/ren.  Therefore staff do not ‘take sides’   with either parent. 
3. If access is subject to a court order/Agreement or any written agreement, a copy of  this is to be provided, as are copies of any domestic violence orders.
4. If unable to attend a visit or running late notify the Contact Centre as soon as possible.  The visit will be cancelled if one party is more than 20 minutes late and has not notified the Centre. Please note that visits will not be extended.
5.  Clients need to be aware that this Centre is not always able to meet Court Orders/ Agreements and that staff are not able to enforce court orders or give legal advice.
6.  Each client is responsible for providing current phone numbers and addresses to the Contact Centre. NO responsibility is taken for information not provided in writing. These numbers will be kept confidential, as are all contact details of both parents.
7. Each client will be designated a 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 authorisation from staff in writing.

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

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

• Messages that are likely to cause offence.

• Messages that are likely to cause hurt or embarrassment.

• Messages that are not directly related to contact changeovers

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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

  9. 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 make unrealistic demands on staff.
• 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

Please be aware that staff at this Centre will not physically force children to attend changeovers at this Centre.
 

10.      <!--[endif]-->It is not acceptable for children to be passing messages between parents at the Centre. It is the parent’s responsibility to organise arrangements. Pleaseuse a communication book to ensure children are not involved in this process.

11.      <!--[endif]-->Parents whose behaviour is threatening, intimidating or abusive to staff, in person, by phone, or by written communication will have their service withdrawn. At this time your Legal Representative and your child’s (if one has been appointed) will be advised of the circumstances of the withdrawal. 

12.   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.

The following behaviours are not acceptable at any time:

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

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

 13.    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.

14.    Contact parents are to attend the visits alone unless stated otherwise in the  court order. Requests for other parties (not stated on the court order) to attend contact visits must be negotiated with the TCCC and unless stated in the court order  approved by the residential parent. Due to limited resources this may not always be possible.  Negotiations must occur prior to the day of the contact visit on each occasion.  Contact parents are required to attend at least the first two visits alone.  __________ Client to initial

15.    Phone calls are not permitted during contact visits and mobile phones must be  switched off. Phone calls involving children are not permitted unless prior arrangements  have occurred.   It is your responsibility to ensure that these arrangements are in place. No negotiation will occur at the visit.   ___________ Client to initial

16.    Contact parents are not permitted to leave contact visits at any time.  Smoking is not permitted during contact visits.

17.    Contact parents are asked to respect dietary restrictions proposed by the child’s residential parent. Note that Centre staff will only enforce dietary restrictions that are related to a medical condition and the residential parent must provide a doctor’s certificate to the Centre to support any dietary restrictions or this nature.

18.     All nappy changes are to be supervised.  If a child needs assistance at the toilet, it is agreed that a supervisor accompany the client and child. It is understood that this rule is in place for all clients, regardless of allegations made, to protect not only the children, but to protect visiting parents against allegations of misconduct whilst at the centre.

19.    Brief factual records will be kept of each visit, with dates, times, who attended and any 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 solicitor for further advice. Our notes are available by subpoena only. 

20.     Staff will be in close proximately to the parent and children being supervised at all times and need to be close enough to hear what is being said at all times. We appreciate that this may make parents feel uncomfortable at times; however staff are required to do this.

21.    The role of the staff is to oversee that the visits are pleasant and safe for the children. In order to do this it is important that all parties cooperate by:

• Speaking so that the supervisor can hear what is said (i.e. not whispering to the children).
• Not asking the children inappropriate questions about where they live or attend school or any details of the other parent’s private life.
• Not saying or doing things which will confuse/upset the child/ren, such as

1. putting the other parent down (or any other person)
2. talking about court matters or where child/ren is going to live in the future, making promises which may not be able to be fulfilled, or pre-empting anticipated changes in contact arrangements
3. using physical punishment as a means to manage behaviour
4. using contact time to discuss problems with Supervisors.
5. initiating conversations that the child appears uncomfortable or unwilling to participate in.

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.
I also understand that if children remain consistently and resolutely unwilling to participate in contact I have a responsibility to seek outside assistance to ensure that contact is successful.

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 given copy of Parent Handbook ___________ Client to initial.

 Confidentiality

While all information recorded on the Centre’s file and all other information relating to the client and their children is kept confidential within the Centre, there 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.
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.

This is an irrevocable authority permitting the Centre to release information to any one or more of the above mentioned cases.
 

I acknowledge that the limits to confidentiality have been discussed.

Signed________________________________  Date: _____________________

Fees

Each party is to pay a one off administration fee of $25.00 unless otherwise stated in the court order. This is a small contribution towards the cost of telephone calls made on your behalf, stationary, postage etc.

Supervision fees

WEEKEND CONTACT:   $25.00 per hour for the first two hours per fortnight, $35.00 per hour thereafter. Concession rate:  $20.00 per hour applies to first 2 hours only; additional contact is $35.00 per hour.

WEEKDAY CONTACT: $20.00 per hour for first two hours per week. $25.00 per hour thereafter. Concession rate: $15.00 per hour for first two hours per week, additional contact is $25.00 per hour.

Cancellation fee :
All supervised visits cancelled with less than 24 hours notice will be required to be paid in full.  It is considered the responsibility of the parent who cancels the visit to pay this fee. This fee can be waived if a medical certificate is provided (covering the time of the booking) prior to the next visit occurring.

Subpoena fees :

1. In the event that staff members are subpoenaed to attend court all expenses are to be covered by client who subpoenas the staff member.
2. Subpoenas for documents only will incur a fee of $50.00. This fee is to accompany the subpoena for documentation to be provided.

I acknowledge that fees have been discussed with me. I am aware of the cost of the service. I understand that contact fees are split and I am responsible for half of all 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.

Where 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.  An agreement is needed, prior to delivery of services by the Contact Centre, as to who will take responsibility for the supervision fees. 

  RP       NRP        Split /Agreement       Split/ Disagreement

  Signed _____________________________________________ Date _____________