Frequently asked questions

FAQ YB 02 01


We understand settling your child into care can be a new experience. Below are some of the most commonly asked questions we receive about our services and programs.

GeneralEnquiries Titles

What are your opening and closing times?

Our Centre opening and closing times may vary, with some opening at either 6.30am or 7.00am. Closing time is usually 6.30pm. Please check with the Centre Manager for exact times.


What do I do if my child is absent or running late?

A phone call is appreciated so we can let our staff know.

 

How do I find the Centre’s phone, fax or email address?

This information can be found on each Centre’s website.


Where can I find messages and notices?

We communicate important messages and notices by posting information in your child's room (and on the room door), in our communications book, on our Facebook page or through email.


Who do I see if the office is unattended?

If you need to speak to the Manager and they are not available, please leave a message with your child's educator and we will get back to you within 24 hours.


OrientationProgramming Title

Do you provide an orientation process?

We encourage all families to participate in the orientation process. Parents are required to stay with the child during this visit, and fees will apply from the child’s start date as indicated on the enrolment form.

 

Who do I approach to find out details on my child’s progress?

The best people to talk to about your child’s progress are the educators in their room. We are also always happy to make one-on-one conversation times when you need more than a quick check–in about your child’s development.

 

Where can I find program information?

Your child’s program information can generally be found inside your child’s room on the wall. Throughout enrolment and orientation, our educators will show you where this information is displayed and talk to you about how they will share your child’s journey with you. We love having you involved and will work with you individually to make sure this happens.


PoliciesProcedures

Where are Centre policies kept?

Our policies are kept in the foyer area of each centre, on our website, and in the Family Handbook. We are happy to provide these policies in languages other than English if required.


What is the Centre’s exclusion policy?

Our exclusion policy varies dependent on the condition or illness. YMCA Children’s Services follows the Australian Government National Health and Medical Research Council guidelines ‘Staying Healthy in Childcare.’ We also follow YMCA policies set out in the Parent Handbook and on our website.


If I want to make changes to my child’s care arrangements what do I do and how much notice do l need to give?

We would ask you to email the Director/Manager. Two weeks’ written notice is required for any withdrawal or changes to a child’s booking.


What is the procedure when you arrange for someone else to pick up your child?

If someone other than who you have written on your child’s enrolment information is coming to pick them up on your behalf you will need to notify the Centre in writing prior to the day.

They will need to have photo ID on them for staff to view.


FeesCharges2 Title

How do I pay my fees?

Your fees are direct debited from your nominated account and are paid a fortnight in advance. We do not accept cash at the Centre. For more information visit our fees and payments page.


Do I have to pay for absent days?

Parents are required to pay fees for all absent days, including public holidays. Your Child Care Benefit can still be applied to the fees that are payable for days when your child is absent (for up to 42 absences per year).