Working in Partnership with Families and Communities

View as PDF


1.    Overview

1.1.  Purpose

The provision of a safe and healthy environment for children and employees is fundamental to Junior Adventures Group’s (JAG’s) responsibility as an approved provider and employer. A collaborative partnership with children and families is paramount for all concerned to ensure that the Service meets the needs of all stakeholders.

1.2.  Scope

All (JAG) People are required to comply with the provisions set out in this policy, their contract of employment and all other relevant policies, procedures and legislation. All parents and guardians are required to comply with the Families Code of Conduct and policies relating to working with the Service to get the best outcomes for children.

1.3.  Legislative Requirements

Under the Education and Care Services National Regulations, JAG is required to have policies and procedures in place to ensure the health, safety and wellbeing of the children in care.

2.    Policy Statement

JAG is committed to providing learning, development, health and safety practices that keep children and staff from harm. We work in partnership with families through cooperation, open communication and our codes of conduct to get the best outcomes for children, families and staff.

3.    Principles

3.1.  Duty of Care

We have a duty of care to ensure the safety and wellbeing of children attending the Service. This includes a quality management system that supports the identification and management of risk, good education and learning outcomes, response to individual needs of children we support and safekeeping of private information to assist in delivering the Service. We safeguard the children attending the program through our policies and procedures.

3.2.  Families

JAG recognises that families are children’s first and most influential teachers. We actively seek to develop and maintain respectful and collaborative relationships with families to optimise the learning and development experience within JAG services. Welcoming and involving families in the program will enhance the quality of the service provided.

Families are welcome to attend the Service or talk to Team Members during a prearranged or suitable time.

For new families, the first point of contact will be the Service Leader, who will meet with the parents/guardians and the child to discuss the Service and their child’s needs and to answer any questions.

Team Members only discuss with Parents/Guardians issues of relevance to their role at the Service (for example, discussion regarding accounts, enrolments etc should be referred to the Service Leader/Customer Experience Team).

Team Members will actively engage parents in discussion about the children, the program, Service Policy and upcoming events. Parents/Guardians will be encouraged to participate in the Service through attendance at meetings and/or service events, along with various opportunities to contribute to the service’s Quality Improvement Plan.

Team Members are encouraged to refrain from developing personal and overly familiar relationships with families. This is to ensure equity for all enrolled children and families.

3.3.  Communication with Families

Strong communication is vital in the partnership between parents/guardians and the Service.

On enrolment at the Service, parents/guardians are provided with all necessary information, as outlined in our Enrolment and Orientation Policy.

Information is available to families about their child, which includes documentation of their child’s learning, development and participation in the Service.

Families must have access to information about events and activities at the Service and feel secure in knowing their children are safe in the hands of an efficient and responsible team of children’s services professionals. This security is earned through the effective communication of ideas, philosophies, feelings and knowledge about the daily life of individual children enrolled at the Service. Information for families will be communicated in varying ways, including but not limited to newsletters, meetings, notices and emails.

Effective, open communication fosters positive outcomes for children; established and ongoing feedback cycles are provided and contribute to a high-quality service.

Team Members will encourage parents to understand the administration requirements of the Service and assist them in accessing information such as reading notices and newsletters, regularly checking emails and attending functions

3.4.  Responsibilities and Accountability

JAG People should acknowledge families upon arrival and departure, making them feel welcome. Team Members greet all visitors to the Service in a positive, welcoming and professional manner. Team Members will endeavour to learn and use first names when addressing Parents/Guardians and community members.

JAG People should Work collaboratively with families where children are transitioning in or out of the Service and where there may be changes to child or family life that affect the child’s wellbeing. It is vital for the Service to be aware of arising circumstances.

Team members will work collaboratively with families to understand individual needs to support inclusiveness and a positive experience tailored to the child and their needs.

The Service Leader may refer families to information about appropriate community support and resource agencies that are accessible and available within the Service.

3.5.  Working Together

Families should regularly check communications from the Service to ensure they have up-to-date information on activities and changes.

Parents/guardians can meet with the Service Leader by appointment to discuss any feedback about their child or the Service.

Information provided by families relating to their child’s engagement in the Service will be documented and stored appropriately.

Parents may provide feedback and raise complaints following the Feedback and Complaints Policy, which details the procedures for giving formal and informal feedback. JAG people welcome feedback, complaints and suggestions regarding all elements of the program and commit to continuing communication in response to feedback from families.

3.6.  Participation of Parents, Guardians and Community Members

The Service will develop and implement strategies and processes that identify:

  • Parent/Guardian skills and interests suitable to share at the service;
  • accessible community resources and the methods in which such resources can be utilised e.g. in house activities, resources for families etc.
  • how such Parent/Guardian or community involvement will support the overall objectives of the Service and in particular program delivery;
  • When such involvement may be utilised as part of the Service throughout the year.

JAG People will identify local and wider community resources and where mutually beneficial and supportive, establish relationships with local community members. Families are encouraged to suggest suitable and appropriate community venues that may be considered for excursions, incursions etc through the completion of surveys or via regular feedback channels.

3.7.  Supervision

Team members ensure that supervision is maintained with children when Parents/Guardians, Community members and Visitors are on site. Any visiting Parents/Guardians, as well as Community members, attending the site for participation in the service or meetings with Service Leaders must sign the Visitor’s Log.

3.8.  Child Safety

We safeguard children through our procedures and practices, and understand the benefits of informing and involving families and communities within the services. Policies and practices reflect the relevant legislation, including the Child Safe Standards. JAG provides polices and procedures to equip JAG people with the knowledge, skills, and awareness to keep children safe. Service Practice are continuously reviewed and improved to ensure current legislation is in effect throughout the business. Parents/Guardians and community members who participate in the service will not be left alone with children at any time.

4.    Key Terms



JAG People

Any adult that governs, manages, conducts work for or provides activities to JAG in a paid or unpaid activity spanning all levels of the organisational structure

Service Leader

Anyone who oversees the Service in one of the following roles:

1. The Approved Provider; if the approved provider is an individual, in other cases, a person with management or control of the Service

2. The Nominated Supervisor of the Service

3. A certified supervisor who has been placed in day-to-day charge of the Service in the absence of the Nominated Supervisor.

Team Member

JAG People who work directly with children.


5.    References

Education and Care Services National Law and Regulations

Children Education and Care Services National Law Act 2010

Educational and Care Services National Regulations

National Quality Standards for Early Childhood Education and Care and School Care

ACECQA – National Quality Framework

Other Relevant Legislation

Regulation 111 – Administrative space

Regulation 157 – Access for parents

Regulation 168 – Education and care service must have policies and procedures

Regulation 170 – Policies and procedures to be followed

Regulation 171 – Policies and procedures to be kept available

Regulation 172 – Notification of change to policies or procedures

Related Policies

Safeguarding Children and Young People

Service Delivery Governance and Management

Feedback and Complaints, Grievance Procedures

Related Procedures

07P005 Planning and Holding Meetings Procedures

06P001 Enrolment and Orientation Procedures

07P001 Feedback and Complaints Procedures


Quality Area 6 & 7: Standards 6.1, 6.2, 7.1

Guide to National Laws and Regulations

OCG Guide to the Child Safe Standards


6.    Appendices

6.1 Appendix 1 – Parent Code of Conduct





Change History

JAG Policy Change Register

Date Approved


Date Implemented


Document Owner

Quality Service Development

Document Approvers

CEO / Approved Provider

Next Review

24 Months