YMCA Canberra

Children’s Services

Family handbook

• Welcome 3• Mission Statement • Our Values • Our Commitment • Philosophy • Objectives 4• YMCA Management Structure • Educators • Process for Enrolment 5• Hours of Operation • Orientation Procedure for Children • What to Bring 6• Signing Children In/Out • Changes Cancellation of Booking • Fees 7• Overdue Fees • Family Assistance/Child Care Benefit • Absences• Late Collection of Children

• Australian Government Priority of Access 8• Care and Protection Orders• Smoke Free Zone• Food & Nutrition • Excursions• Birthdays

• National Quality Framework 9• Early Years Learning Framework

• Children’s Policy & Regulation Unit 10• Early Childhood Code of Ethics• United Nations Rights of the Child • Safe Guarding Children & Young People • Inclusion Support Subsidy 11• Community Diversity/Parent Involvement• Commitment to Reconciliation Practices• Social Guidance • Emergency Procedures 12 • Sun Safety • Medication 13 • Asthma/Anaphylaxis

• Illness, Accident and Infectious Disease 14 • Guidelines for Exclusion 15• Confidentiality 17 • Customer Feedback Procedure • Complaints

Contents

WelcomeThe management and staff of the YMCA Canberra welcome you and your family to the YMCA Early Learning Centre.

It has long been said that “It takes a village to raise a child” (African Proverb) and we couldn’t agree more. The partnerships that we form as parents, families, educators, management and with the wider community are integral pillars of each child’s sense of self and ability to thrive. The impact of early learning and the influence positive experiences play in brain development should not be underestimated as they are more influential than genetics!

Given the importance of the first 5 years, families should look at early learning as an investment rather than a cost.

We look forward to being partners in the wonderful journey that is childhood. The future is in our hands.

Jodie Ledbrook Executive Manager Children’s Services

Mission StatementThe YMCA’s of Australia work together, from a base of Christian values, to provide opportunities for all people to grow in body, mind and spirit.

Our ValuesThe values of YMCA Canberra are:Honesty, Respect, Caring and Responsibility.

Our CommitmentYMCA Canberra is committed to the provision of quality child care:

• Quality assurance systems which take into account participant requirements and satisfaction, high performance levels measured against set standards and a process of continuous improvement.• Monitoring and review of the service to our children and families to ensure efficient, effective & responsive delivery use of resources.• Quality training for our staff. • Involvement with the wider community.

Children’s Services PhilosophyWe believe that the environment is the third teacher and is integral to the education and learning of a child. Children learn through a play based curriculum where they are given opportunity to discover, engage, master and challenge their ideas and thoughts.

We believe all children are capable and competent with individual personalities; they have the right to be treated with dignity, to be respected, listened to and have a voice to be heard.

The YMCA has an ongoing commitment to sustainable practices which minimize our impact on the environment.

We are committed to forming supportive relationships with children, families, educators and their communities that benefit the overall health and wellbeing of children, including valuing friendships between individuals, Educators and Children.

We are committed to providing an open door policy for families where they are encouraged to share ideas, information, skills, knowledge and time.

We commit to being a highly regarded and reputable provider of Children’s Services in the Canberra region and nationwide.

We believe there is a wealth of learning, knowledge and support when we network in and with the community – local, national and world wide.

We acknowledge the traditional owners of the land and respect the contributions of children, families and educators past, present and future. We believe in the importance of bridging the gap for Aboriginal and Torres Strait Islander children and families and are committed to reconciliation actions.

We believe that Children’s Services are constantly changing and evolving. We are managers of our own change and are committed to an active culture of ongoing research and discovery. We believe in the importance of challenging thinking through reflective practice, further study and professional development to stay abreast of current theories and approaches. We are committed to being advocates for our profession and to promote recognition of the important role that education and care plays in our community.

We are committed to building a culture of respect, reflection and high quality practices with curriculum construction that reflects social justice principles, particularly around equity in the value of differing and similar cultures, races, genders, social choices and family structure.3

Objectives We aim to achieve the following:

• To work in partnership with families and the community to provide quality care and offer opportunities for participation.• To provide a caring environment that is accepting of diversity, is complementary to a child’s home and community life, and creates a sense of freedom, trust and security.• To respect the family by promoting family participation in the planning, development and evaluation of the service.• To foster the development of each child’s self- esteem and pride in his or her cultural heritage.• To encourage children to be active, enthusiastic and creative explorers of their environment.• To encourage and support individual children to express themselves creatively.• To support children to become independent, confident and inquisitive learners, considering the needs of the child as an individual and as a member of a group.• To provide a service that is flexible and responsive to the changing needs of the children and their families.• To foster nondiscriminatory, anti-biased environments that are inclusive of all children and families.• To provide & support opportunities for the professional & personal development of our staff.

Policies and ProceduresYMCA policies and procedures cover all areas of the National Quality Standards and licensing and are reviewed regularly with feedback sought from children, families, staff and YMCA management.

If you would like to know more about the YMCA of Canberra’s policies and procedures please contact the Director.

Staffing and Management StructureThe YMCA of Canberra is directed by a Volunteer Board and Executive Management Team.

YMCA Children’s Services is one of the business areas within the YMCA of Canberraand is divided into Early Learning, Outside School Hours Care and Early Intervention Programs.

Our Early Learning Centres are managed by aDirector who is supported by the Early Learning Manager and the Executive Manager of YMCA Children’s Services.

EducatorsWe recognise the provision of quality carerequires educators who are qualified, caring and knowledgeable about children and their development. The YMCA is committed to recruiting such people.

• The YMCA employs educators to meet the legislative requirements.• Each group is supervised by a qualified Team Educator and staff: child ratios are as follows;

• Under two years 4 children to 1 educator • Two to three years of age 5 children to 1 educator• Over 3 years, 11 children to 1 educator • The YMCA recruits staff as outlined in the YMCA Safeguarding Children Policy.

The PolicyEndorsed by ACCYO outlines a series of checks that must occur to are fit and proper persons to be working with children. Checks that must occur include a working with vulnerable people check, follow up of at least 3 references, establishing the person’s good character and assessing their capabilities to provide a high standard of care within the Early Learning Centre.

• The YMCA conducts regular meetings and offers educators opportunities to undertake professional development training to ensure that they are able to continue to provide a high quality of education and care.

• A register of experienced relief educators is maintained to maximise continuity of care in the Centre. These educators are often already employed within other areas of YMCA Children’s Services.

4

Process for EnrolmentTo start the enrolment process you must first enter your details on the waiting list located on our website.

Once offered a placement, families are asked to pay one weeks fees (pro-rata) as a deposit. This is required to secure your child’s placement. This deposit is deducted from your first fee account but is non refundable if you choose to cancel the placement.

You will be provided with a log on for the Parent Portal in Hubworks! Here you can complete all details required for your enrolment. All requested information is mandatory as it enables us to provide the best care for your child. All relevant requested documentation is to be uploaded as indicated on Hubworks!

Hubworks! must be updated whenever there is a change to personal details of a child, a parent/ guardian or an emergency contact. It is crucial that we have the correct information, particularly contact numbers.

Orientation procedure for childrenAn orientation visit is strongly recommended prior to children commencing care at the centre. This will assist children to become familiar with and settle into the centres environment.

Orientation visits;

• Will be organised with families once all enrolments forms are returned and a deposit has been paid. • Must be prearranged with the Director, Assistant Director or Team Educator.• Provides children with an assurance that parents will return.• Allows families to become familiar with room• Provides children with an opportunity to become familiar with Educators, children and routines.• Give families an opportunity to ask questions and share information about their child with educators.

During the orientation visit;

• Families are encouraged to play with their child in their new environment in order to help them settle, then stand back and allow a staff educator to interact with them. • Families may wish to remain with their child or they may wish to leave their child for an hour or two. This can only occur if the child educator ratio allows for your child to be left. Please discuss this with the Centre Director.• When families are ready to leave their child at the centre, they are encouraged to always say goodbye and assure their child of their return. Leaving without telling the child often causes distress once the child realises their family member has gone. Prolonging departure does not assist children to settle. • Families are welcome to phone at any time to check on their child.• Families are welcome to access their child at any time during their day in care.

• If families are aware in advance that they will be visiting their child or collecting their child early, it would assist us if an educator is notified at the start of the day.

Hours of Operation

YMCA Early Learning Centre - JamisonYMCA Early Learning Centre - BelconnenYMCA Early Learning Centre - HolderYMCA Early Learning Centre - GungahlinYMCA Early Learning Centre - Holt

Monday to Friday, 7.30am to 6.00pm

The centres are closed on Public Holidays and for the period between Christmas and New Year.Normal fees apply for all public holidays. No fees apply during the Christmas to New Year shut down.

5

What to Bring

• Change of clothes – appropriate to the season• Hat and coat – cold weather• Sunglasses are encouraged • Shirt with elbow length sleeves - for outdoor play• Bedlinen(fittedcotsheetandblanket)ina cloth bag e.g. pillow case If applicable:• Bottles • FormulaorEBM(cow’smilkisprovided)

Please label everything that comes to the Centre with your child’s name.

Signing Children In and Out• Families/guardians must sign their child in and out of the centre at the time of arrival and departure.

• Sign-in sheets are found in each room. Families guardians must write the time of arrival and departure and sign, next to their child’s name. An emergency contact number for the day must also be recorded in the space provided. This procedure is a legal requirement that is linked to your Child Care Benefit payments.

• Families/guardians are requested to notify a staff member of their arrival and departure for safety reasons.

• Children will only be released to people authorised by the families/guardians in writing. Persons unknown to staff will be asked for photographic identification.

Changes/Cancellation of bookingTwo weeks prior notice in writing must be received by the Director of the YMCA Early Learning Centre for any changes or cancellation to bookings.

6

Fees• Fees are payable two weeks in advance.

• Accounts can be accessed via the Hubworks portal.

• Additional days for part time bookings will be added to your account.

• Full payment is required for all absences, including illness and vacations.

• Full payment is required for all Public Holidays, except Christmas, Boxing and New Years Day. Fees are NOT payable for the days between Boxing Day and New Years Day when the YMCA of Canberra observes a shut down period.

Overdue Fees• When fees are 1 week overdue, customers will receive a phone call to request payment. • After an account becomes 2 weeks in arrears, customers can be advised in writing that their child’s placement may be cancelled if the account is not settled within 7 days.

Family Assistance/Child Care BenefitYMCA Early Learning Centres are approved child care providers. For information regarding your entitlement for Child Care Benefit (CCB) and Child Care Rebate (CCR) visit:www.familyassistance.gov.au or please phone the Family Assistance Office (FAO) on 136150.

• It is the responsibility of the parent/guardian to register for CCB and provide the details to the centre. Without this information CCB cannot be deducted from your account. Until notification of details you will be charged full fees. Adjustments can be back dated for up to 28 days once CRN’s are received.

• The YMCA recommends that families choose the “pay to service” option in regards to their CCR, to further reduce the weekly fees payable upfront.

Absences• According to guidelines relating to the administration of CCB, all families are entitled to 42 absence days per year where the FAO will continue to pay CCB on fees. The centre must be contacted if your child will not be attending care.

• Once 42 absences have been used, full fees will apply to any further absences unless a doctor’s certificate or work roster indicating days of rotating shift work is provided.

• Absences will be not recorded as Allowable Absences unless medical certificates or rosters are provided.

• Upon cessation of care, to receive CCB, your child must be in attendance at the service. If your child is absent in the last two weeks of care, you will be charged full fees.

Late Collection of Children• A late fee of $5 a minute will apply if children are not collected by 6pm. A member of staff will co-sign the sign out rolls to confirm the time of departure.

• If a child has not been collected by 6.30pm (30 minutes after the closure of the centre) and all listed contacts have been tried, the staff will inform Office for Children, Youth and Family Support - Care and Protection Services.

7

Australian Government Priority of Access• The demand for child care sometimes exceeds supply. The Australian Government has determined guidelines for allocating places in such circumstances. These guidelines apply to centre based care services. They set out the following three levels of priority:

• Priority 1 - a child at risk of serious abuse or neglect.

• Priority 2 - a child of a single parent who satisfies, or of parents who both satisfy, the work/training/study test under section 14 of the Family Assistance Act.

• Priority 3 - any other child.

Families who fall under category 3 will beinformed on enrolment that their placement canbe cancelled with 14 days notice, if they arepreventing a family with a higher priority from attending the service.

Care and Protection OrdersIf a family is experiencing problems associatedwith custody and access please discuss this with your YMCA Early Learning Centre Director. A copy of any current Care and Protection Orders are required on enrolment.A copy of any Care and Protection Orders arising after enrolment should be provided to the centre immediately.

Smoke Free Zone All YMCA programs and buildings, includingoutdoor areas, are smoke free zones. Smokingis not allowed on any YMCA premise or surround.

Food and NutritionOur Early Learning Services prepareand provide meals, offering healthy nutritious meals that meet at least 50% of therecommended dietary intake for children. The menu is prepared on a 4 week rotation anddisplayed in the centres for families and children to read. Our meal times assist withthe sharing of family values and create an atmosphere which is social, harmonious and respectful.

The centres will provide assistance and support to any child with allergy, food intolerances or cultural dietary requirements. Families must inform staff upon enrolment about suchrequirements and provide all requestedinformation with the enrolment form.Feedback and suggestions in relation to the menu are welcome.

ExcursionsExcursions are offered as part of the children’s experiences, to provide a broad range oflearning for children. Excursions are planned carefully to learning potential whilst ensuring safety. Local excursions are given blanketconsent through the Hubworks enrolment process.

Families will be given written notice of major excursions and will be required to sign an additional consent form for their child’s participation. The consent form will provide families with details about travel arrangements, destination and activities. Children will not be able to participate in excursions without written parent/guardian permission. Events and performances will be organised to occur within the centres regularly.

Birthdays Birthdays are an important part of a child’s life and we recognise that families may wish theirchild to celebrate the occasion whilst at the centre. Please talk to your centre Director orteam educators about the centres arrangements for birthdays.

8

National Quality FrameworkThe National Quality Framework encompasses:

• strong and nationally consistent standards for early childhood education and care;

• a quality ratings system that will provide parents with important information about the services their children receive;

• streamlined regulatory arrangements that improve national consistency and reduce the administrative burden on service providers; and

• The Early Years Learning Framework, which will guide practice and support quality teaching and learning.

For more information on the NQF please refer to: www.deewr.gov.au/earlychildhood

Early Years Learning FrameworkThe Early Years Learning Framework (EYLF) describes the principles, practice and outcomes essential to support and enhance young children’s learning from birth to five years of age, as well as their transition to school.

• The Framework has a strong emphasis on play-based learning as play is the best vehicle for young children’s learning providing the most appropriate stimulus for brain development. The Framework also recognises the importance of communication and language (including early literacy and numeracy) and social and emotional development.

The Learning Outcomes of the Framework:

1. Children have a strong sense of identity2. Children are connected with & contribute to their world3. Children have a strong sense of wellbeing4. Children are confident and involved learners5. Children are effective communicators

• Learning outcomes are most likely to be achieved when early childhood educators work in partnership with families. Partnerships are based on the foundations of understanding each other’s expectations and attitudes, and building on the strength of each other’s knowledge.

• Working in partnership with families, educators use the Learning Outcomes to guide their planning for children’s learning. In order to engage children actively in learning, educators identify children’s strengths and interests, choose appropriate teaching strategies and design the learning environment.

• Educators carefully assess learning to inform further planning. Educators’ practices and the relationships they form with children and families have a significant effect on children’s involvement and success in learning. Children thrive when families and educators work together in partnership to support young children’s learning.

• Early childhood educators guided by the Framework will reinforce in their daily practice the principles laid out in the United Nations

Convention on the Rights of the Child (the Convention). The Convention states that all children have the right to an education that lays a foundation for the rest of their lives, maximises their ability and respects their family, cultural and other identities and languages.

• All experiences provided will reflect the EYLF, the centres individual philosophy and the YMCA Canberra Children’s Services philosophy and values of honesty, respect, caring and responsibility.

• Children’s learning is dynamic, complex and holistic. physical, social, emotional, personal, spiritual, creative, cognitive and linguistic aspects of learning are all intricately interwoven and interrelated.

9

Children’s Policy & Regulation UnitThe Children’s Policy and Regulation Unit (CPRU) is a section within the Office for Children, Youth and Family Support, Department of Disability, Housing and Community Services.

The unit is responsible for administering thesection of the Children and Young People ACT 2008 that relates to the licensing of children’s services in the ACT.

Licensed services include long day care centres,school age care programs, independentpreschools, playschools and family day care schemes.

The role of the CPRU includes:• Licensing Children’s services in the ACT.

• Monitoring licensed children’s services Children’s Services Advisors make both announced and unannounced visits to services regularly to ensure they are operating in accordance with the legislation.

• Providing advice and support for families, children’s services and the community relating to child care.

• Investigating complaints or concerns lodged with CPRU relating to the provision of a licensed children’s service.

• Providing professional advice on planning, design and establishment of new services.

The CPRU is staffed by professionals with early childhood qualifications.

For further information relating to the role of CPRU visit www.dhcs.act.gov.au/ocyfs/ services/childrens_services

Early Childhood Code of EthicsThe Early Childhood Australia Code of Ethics is a set of statements about appropriate & expected behaviour of members of aprofessional group.

The Code of Ethics was first developed in 1990 by a national working party, withconsiderable input from the early child care and education field. In 2006 the Code of Ethics was reviewed and endorsed by the Early Childhood Australia’s National Council.

United Nations Rights of the Child The UN Convention on the Rights of the Child (CROC) is a universally agreed set of non-negotiable standards and obligations. It is the first legally binding international instrument toincorporate the full range of human rights.

Human rights are children’s rights too.

• International human rights instruments recognise that children as well as adults have basic human rights. Children also have the right to special protection because of their vulnerability to exploitation and abuse.

• In November 1989 the United Nations General Assembly adopted the Convention on the Rights of the Child it is the most widely ratified human rights treaty in the world.

Safeguarding Children andYoung PeopleThe YMCA recognises that as an organisation which works extensively with children we have a fundamental role to play in the health,well-being, physical and social development of children within our community.

The YMCA is dedicated to protecting the children and young people in our community and has undertaken training and accreditation in the Australian Childhood Foundation Safeguarding Children and Young People Program.

• The YMCA considers any form of child abuse including emotional, physical and sexual abuse, family violence or neglect as intolerable under any circumstances.

• The YMCA has a legal, moral and mission driven responsibility to protect children and young people from harm and to ensure that any incident of suspected child abuse is promptly and appropriately dealt with.

• All YMCA educators are required to have a Working with Vulnerable People Check prior to employment in accordance with the YMCA’s of Australia Safeguarding Children and Young People Policy. All child care educators are mandated to report any suspected child abuse.

10

Inclusion Support SubsidyThe YMCA offers programs which are sociallyinclusive. A number of factors are taken into consideration to meet the needs of eachindividual child. This is done in consultation with families, YMCA staff and the Inclusion Support Agency.

Our program may be eligible to receive anInclusion Support Subsidy (ISS) which canassist with the inclusion of children withadditional needs.

For further information concerning ISS pleasecontact the Director YMCA Early Learning Centre.

Community Diversity/Parent Involvement• We promote a culture of respect for all families and staff. The program will present positive experiences for the children which reflect gender equity and diversity. We aim to create an atmosphere in which all children feel comfortable, secure and happy.

• We will engage the support of advisory agencies, visiting entertainers, members of the community and families to support the program and enhance children’s understanding of diversity.

• While not directly involved in the management of the Centre, all families are encouraged to participate in other ways such as fund raising events, excursions, program planning, and

activities with the children, including the sharing of any special skills, talents or cultural diversity that will enhance the interactions and activities for the children at the Service.

• We encourage family involvement and communication. Some of the ways in which we do this is by providing surveys, feedback forms, parent meetings, and social functions, input into weekly programs and menus, policies and procedures and fund raising.

• Regular newsletters, messages on accounts, as well as notices posted on white boards & notice boards are all means of trying to keep families informed.

Commitment to Reconciliation PracticesThe YMCA acknowledges that our programs take place on traditional Aboriginal land. We pay our respects and share knowledge with the local and national Aboriginal and Torres Strait Island community to enhance and guide our practices.

Educators and children at the YMCA ELC’s “respect the multiple ways of knowing, seeing and living,celebrate the benefits of diversity and have the ability to understand and honour differences”EYLF p. 16

Social GuidanceYMCA programs will provide a secure, caring and stimulating environment, which encourages children to co-operate, enhance their self-esteem & encourage their ability to interact with others. Educators promote the use of proactive strategies to encourage socially acceptable and age appropriate behaviours in children. They will role model positive behaviours when engaging with children.

Social learning strategies will at all times maintain the dignity and rights of the child. No child willreceive any form of physical, verbal or emotionalpunishment. The vocabulary used will be respectful, professional & to a child’s understanding.

The YMCA expects that families/guardians who wish to support their child’s social learning whilst in the centre will not at any time use any form of abuse or unacceptable language.

The team of Educators and the Director is available to discuss and assist with any concern a family member may have in respect of a child’s behaviour or participation in the program. If a child shows consistent behaviour concerns the Director will work with the family/guardian to develop plan for guiding the behaviour and assist the family/guardian to seek advice and support if required.

11

Emergency ProceduresTo ensure the safety of all children and staff emergency evacuations will be practised on a regular basis. If families are present at the centre during an emergency evacuation procedure they are legally required to participate in the evacuation procedure. • Emergency procedures (e.g. evacuation for fire) are displayed in the Centre. In the event of an emergency the priority is to remain calm, and ensure the safety of all the people in the Centre. Please follow staff’s directions. After an evacuation all occupants will assemble at the designated area and staff will mark rolls to ensure all children and staff are present.

• In the event of an evacuation staff will collect the sign in sheets as they leave the building. It is from these sheets that we will contact parents therefore it is important that families record their contact numbers on the sheets DAILY.

• The YMCA also has procedures in place for managing Critical Incidents and Intruder, Siege or Terrorist threats.

Sun SafetyOutside play is an integral component to YMCAEarly Learning programs and parents should expect, weather permitting, that children will havedaily outdoor play. Families are asked that they send their children with appropriate clothing for the season. YMCA Early Learning Centres are Sun Smart Centres and have a comprehensive Sun Protection Policy in place Wherever possible, play will occur in shaded areas. All children will require a sun hat to play outside.

12

MedicationIf a child requires medication whilst in care, parents/guardians must complete an ‘Authority to Give Medication’ form, clearly stating the name ofthe medication, the dosage, the time it was last given and expiry date. If the form is not filled in correctly medication will not be administered, this form must be signed and dated.

• All medication must be handed to a staff member and not left in children’s bags.

• Medication must be in its original packaging. Prescription medicine must have the pharmacy issued sticker clearly visible, stating the child name and the prescribed dosage. Medication will not be administered if it is not in its original packaging. Medication will not be administered if it has passed its expiry date.

• Staff will not administer medication at a higher dosage than is prescribed or more frequently than is prescribed on the packaging.

• All medication will be stored away from the children.

• Families need to be aware that non prescription medication cannot be administered to children whilst in the care of the YMCA staff, unless accompanied by a medical authorisation.

• Families are reminded that children are unable to attend the Centre for the first 24 hours after the commencement of any course of antibiotics.

Asthma/AnaphylaxisThe YMCA has policies in place for the management of Asthma, Anaphylaxis and Allergies. If a child is affected by these conditions a copy of the relevant policy is available for families at the centre.

• If a child needs long term or emergency medication the centre will require additional information from families. • Families will be required to complete an Authority to give Medication form and will need to provide a Medical Action Plan from a medical practitioner. In some instances a photo of the child, with permission for display in the centre may be requested.

13

Illness, Accident and Infectious Disease• Hand washing is one of the most effective ways of controlling infection. Families are asked to wash their child’s hands on arrival & departure from the centre.

• If a child becomes ill at a program the parents/ guardians will be contacted; if the parent is not able to be contacted, the emergency contact person will be notified. Every effort will be made to make the child comfortable until the parent/carer arrives.

• In the event of an accident/incident occurring, first aid will be provided. A staff member with a current first aid certificate is employed at the centre.

• A courtesy call will be given if a child receives a bump or injury to their head. The child may not necessarily need to go home, however it is the parent’s prerogative to decide if they wish to seek further medical advice. Staff will continue to monitor the child closely whilst at the centre.

• If the parent or carer is not contacted at the time of the accident/incident, they will be informed when they arrive to collect their child. Details about the accident will be written on the first aid register which parents will be asked to read and sign.

• In order to protect the health of both educators and children it is necessary to minimise the risk of cross-infection by infectious diseases. Children and staff with an infectious condition are not permitted into the Centre. A list of infectious diseases and their appropriate exclusion period is on display in each room.

• Families and the Department of Health will be notified of any reportable infectious diseases.

• Families are asked to inform the centre immediately if an infectious condition has been identified in the family.

• If a child has been sent home due to a suspect illness, we require a doctor clearance before the child can return to the centre.

• If a child is unwell at home, he/she should not attend that day. If a child has been given paracetamol before attending the centre they are deemed not well enough to attend the centre.

• The Team educators under the guidance of the Director, reserve the right to ask the parent/ guardian to collect the child if they feel the child is unwell.

The Director’s decision is final.

NB: Parent/guardians will be asked to collect their child as soon as possible after the phone call from the centre staff. If parent/guardians cannot make it within a short time period they will need to arrange for someone else authorised on the enrolment form to pick up their child.

• In the case of an outbreak of a vaccine preventable disease the Director may direct any unimmunised children to be excluded from the Centre for the duration of the outbreak. Fees are still payable.

• There is a 48 hour exclusion period from the last episode of vomiting and/or diarrhoea as recommended by the Act Health Department 2008.

14

Condition Exclusion of Cases Exclusion of ContactsAmoebiasis (Entamoeba histolytica) Exclude until has not been a loose bowel motion for 24 hours Not excludedCampylobacter Exclude until has not been a loose bowel motion for 24 hours Not excludedChickenpox Exclude until all blisters have dried. This is usually at least 5 days after the rash first appeared in unimmunised children and less in immunised children Otherwise not excluded

Conjunctivitis Exclude until discharge from eyes has stopped unless a doctor has diagnosed a non-infectious conjunctivitis Not excludedCrytosporidium infection Exclude until has not been a loose bowel motion for 24 hours Not excludedDiarrhoea (No organism identified) Exclude until has not been a loose bowel motion for 24 hours Not excludedDiphtheria Exclude until medical certificate of recovery is received following at least two negative throat swabs, the first not less than 24 hours after finishing a course of antibiotics and the other 48 hours later Exclude contacts that live in the same house until cleared by public health authority.Giardiasis Exclude until has not been a loose bowel motion for 24 hours Not excluded Hand, foot and mouth disease Exclude until all blisters have dried Not excludedHaemophilus Influenza type b (HIB) Exclude until the person has received appropriate antibiotic treatment for at least 4 days Not excluded Head lice (pediculosis) Exclusion is NOT necessary if effective treatment is commenced prior to the next day at child care Not excludedHepatitis A Exclude until a medical certificate of recovery is received, but not before seven days after the onset of jaundice or illness Not excludedHerpes simplex (cold sores, fever and blisters) Exclusion is not necessary if the person is developmentally capable of maintaining hygiene practises to minimise the risk of transmission. If the person is unable to comply with these practices they should be excluded until the sores are dry. Sores should be covered by a dressing where possible Not excludedImpetigo (school sores) Exclude until appropriate antibiotic treatment has commenced. Any sores exposed skin should be covered with a watertight dressing Not excludedInfluenza and influenza-like illness Exclude until well Not excluded

15

Guidelines for ExclusionsRecommended periods of Exclusion from Child Care Centres for cases of contact with infectious diseases. National Health and Medical Research Council – December 2005

NB: Any child with an immune deficiency (for example leukaemia) or receiving Chemotherapy should be excluded for their own protection.

16

Condition Exclusion of Cases Exclusion of ContactsLeprosy Exclude until approval to return has been given by an appropriate health authority Not excluded Measles Exclude for 4 days after the rash first appears Immunised and immune contacts not excluded

Meningitis (bacterial) Exclude until well and has received appropriate antibiotics Not excludedMeningitis (viral) Exclude until well Not excludedMeningococcal Infection Exclude until appropriate antibiotic treatment has been completed Not excluded Mumps Exclude for nine days after onset of swelling Not excludedPoliomyetis Exclude for at least 14 days after onset of symptoms and until a certificate is provided by a medical practitioner recommending that the exclusion should cease Not excludedRingworm, scabies, pediculosis (lice) trachoma Exclude until the day after effective treatment has commenced Not excluded

Rotavirus infection Children are to be excluded from the centre until there has not been a loose bowel motion or vomiting for 24 hours Not excludedRubella (German Measles) Exclude until fully recovered or for at least 4 days after the rash appears Not excluded Salmonella infection Exclude until has not been a loose bowel motion for 24 hours Not excludedShigella infection Exclude until has not been a loose bowel motion for 24 hours Not excludedStreptococcal sore throat and scarlet fever Exclude until the person has received antibiotic treatment for at least 24 hrs & feels well Not excludedTuberculosis (TB) Exclude until medical certificate is provided from appropriate health authority Not excluded

NB: Non - immunised contacts of a case are to be excluded from the child care until 14 days after the first day of appearance of rash in the last case. Unless immunised within 72 hours of their first contact during the infectious period with the first case. All immunocompromised children should be excluded until 14 days after the first day of appearance of rash in the last case.

17

ConfidentialityThe service protects the confidentiality and privacy of individuals by ensuring records about staff, individual children, families and management are kept in a secure place and are only accessed by or disclosed to those people who need the information to fulfil their responsibilities at the service or have a legal right to know. All confidential conversations will be conducted in a quiet area away from children, other parents and staff. The service is required to keeps records about staff, families and children to fulfil their legal responsibilities. Personal forms and information will be stored in a locked cabinet/cupboard.

Customer Feedback ProcedureThe YMCA of Canberra views customer feedback as an opportunity for improvement and deems to utilise these events as an opportunity to not only improve the service provided but to build stronger relationships and loyalty with individual customers who have taken the time to let us know how they are feeling. All customer feedback received is kept on file for improvement and marketing purposes.

ComplaintsTeam Educators will be happy to discuss any concerns, and answer any questions parents may have concerning their child or the centre.

Complaints about the centre should be brought to the attention of the Director. The Director may request that verbal complaints are put in writing as this is our recommended procedure for customer complaints. If there is a continuing issue and families would like to take the matter further the Executive Manager, Children’s Services can be contacted on 6242 4040.

If following contact with the Executive Manager, parents feel the matter has still not been adequately addressed they can contact the CEO, YMCA Canberra on 6232 4285.

If the family feel this process has not met their needs, complaints can be directed to the Children’s Policy and Regulation Unit.

All anonymous customer feedback complaints are to receive a written response that is to be posted in the centre. These procedures ensure the highest quality of service is reached.

Feedback received from these sources allows constant review of service levels, increased customer satisfaction and therefore, increased positive feedback within the community.

HeadquartersLevel 1, 141 Flemington RoadMitchell ACT 2911

ph: 02 6242 4040 fax: 02 6242 4439email: cscanberra@ymca.org.au

YMCA Canberra

Children’s Services