What will I get from the contact centre?
Children are paramount and at the forefront of all activities in our contact centre. We provide a safe and relaxed environment to enable you and your children to make the most of your contact. The centre has set up a comfortable seating area and other facilities within the reception area. Our staff are fully trained and understand the importance of engaging with you and children in an honest, approachable and professional way, and work in line agreed policies and procedures.
Is my contact supported, supervised or within the community?
The nature of your contact will be determined by the instruction and referral we get from the court and other partner agencies. The court may have ordered we arrange the contact for you and your family member; they will be able to give you further information and state the reasons they have requested this. Also, parents can use our self-referral form if they want to use our contact centre themselves.
How are the visits arranged?
All visits are by referral and the referral can be made by the court, solicitors, CAFCASS, family mediators, Local Authority or by a parent. The agency requesting a contact will send out a referral form to the Contact centre coordinator. It is desirable for the parent and your child or children to come and see the Centre before your first arranged visit.
When and where will my contact be?
Staff at the centre will give clear guidance on when and where, usually contacts will be arranged around the availability of families.
How do I arrange for my contact?
If you want to arrange a visit to the centre prior to your contact or to discuss further on our facilities - please get in touch with us here.
This Child Contact Centre is a member of the national Association of Child Contact Centres (NACCC). NACCC’s member Child Contact Centres undergo an accreditation process which confers membership in compliance with agreed and approved national standards, which ensure that families using the child Contact Centres are provided with a safe and supported environment.
Does the centre keep a record of visits?
Every contact visit will be followed by a detailed written report. We complete written reports about all visit for our own records, however if you are privately funding contact yourself as a parent, the reports are held on our systems. Your report will be kept confidentially and sent to all parties as instructed. If your referral was through the courts, information will be kept and shared as ordered by the court or statutory agency.
What happens to reports?
All reports are monitored, if we believe that a child is at risk, or if a member of staff or Centre user is at risk of harm, we will follow Child Protection and local safeguarding procedures and inform the authorities. If we are instructed by the courts, solicitors, CAFCASS, Social Services, then reports are automatically released to the agency concerned.
Can I provide feedback on the contact?
You will be offered the opportunity to comment on the contact. We will provide you with a copy of our complaints and compliments procedure prior to first visit and will ask you to complete a feedback form.
What is expected of me as a user of the contact centre?
- If you are unable to attend, you must let us know as soon as possible.
- Please be on time for your scheduled contact, if you are late, we are unable to extend the time you have with your child.
- Parents and supervisor (depending on the type of contact) are responsible for the safety and supervision of the child/ren at all times.
- No child should be left unsupervised whilst in the venue.
- A child may only be taken from the venue during the visit if this has been stated at point of referral, or with the written consent of both parents.
- Relatives, friends, other stipulated and agreed persons can only attend contact if they are named on the referral form.
- There must be no arguing in front of children, abusive or aggressive behaviour and racist or offensive remarks will not be tolerated. Any parent acting in such a way will be asked to leave the premises if such issues arise.
- No smoking is permitted in or around the venue, except in designated areas.
- No taking photos or filming is permitted unless given prior permission.
- Alcohol, drugs or anyone under the influence of these will not be allowed onto the premises and contact will not go ahead.
- Rooms and toys are always to be kept clean and tidy.
- Any breakages must be reported to centre staff.
- Food and drink to be consumed only in kitchenette provided.