Camp Australia National Operations Policy Manual
Serious emotional or psychological abuse
Serious emotional or psychological abuse occurs when harm is inflicted on a child through repeated
rejection, isolation, or by threats or violence. It can include derogatory name-calling and put-downs, or
persistent and deliberate coldness from a person, to the extent where the behaviour of the child is
disturbed or their emotional development is at serious risk of being impaired. Serious emotional or
psychological abuse could also result from conduct that exploits a child without necessarily being
criminal, such as encouraging a child to engage in inappropriate or risky behaviours.
Possible physical indicators:
• Delays in emotional, mental, or even physical development
• Physical signs of self-harming
• Parents/carers have a negative attitude towards the child or show little interest in the child’s
interests or activities
Possible behavioural indicators:
• Exhibiting low self-esteem
• Exhibiting high anxiety
• Displaying aggressive or demanding behaviour
• Being withdrawn, passive and/or tearful
• Self-harming
Serious neglect
Serious neglect is the continued failure to provide a child with the basic necessities of life, such as
food, clothing, shelter, hygiene, medical attention or adequate supervision, to the extent that the
child’s health, safety and/or development is, or is likely to be, jeopardised. Serious neglect can also
occur if an adult fails to adequately ensure the safety of a child where the child is exposed to
extremely dangerous or life threatening situations.
Possible physical indicators:
• No food in their lunch box and frequently hungry
• Signs of malnutrition (e.g. excessively skinny)
• Excessively tired
• Unexplained sores or rashes
• Frequent cases of head lice or illness
• Poor hygiene
• Inappropriate or dirty clothing
• High absences
Possible behavioural indicators:
• Stealing food or other items
• Staying at school outside of school hours
• Aggressive or withdrawn behaviour
• Misusing alcohol or drugs
• Socially rejected or isolated
• Developmental or learning delays
Camp Australia National Operations Policy Manual 2017 Page 101
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
STRATEGIES TO SUPPORT POLICY
Educator Awareness:
• Educators must be alert and aware of their legal responsibilities when keeping children safe
• Each state has very particular legal requirements when a suspicion has been raised on the
well-being of a child. In all states and territories, educators are mandated notifiers and must
report child abuse
• Educators must be familiar with child protection and how they are responsible for keeping
children safe at all times from any behaviours that will jeopardise a child’s well-being
• Completing child protection courses both externally and on the LMS are the responsibility of
each educator that works for Camp Australia. Should educators be unclear they MUST ask
their regional manager or speak with a member of the training team
• Camp Australia will provide or request information under 16A of the Children and Young
Persons (Care and Protection) Act 1998
• Educators should monitor their own behaviour and environment in order to create an
environment that provides little opportunity for infiltration.
• Educators should be aware of indicators of child abuse
• Educators must report any behaviour witnessed that may be considered as grooming to your
regional manager/coordinator, HR or operations manager (Child Safety Officers)
In the event of a suspicion or if the parent discloses information:
If a parent discloses an incident of abuse to an educator:
• The educator must advise the parent/carer that you will take notes during their discussion to
capture all details
• The educator must explain to the parent/carer that this information will need to be repeated to
your regional manager and Camp Australia’s Child Protection Officers, the Police and
relevant state child protection agency.
• It is important that the educator does not to make any promises at this early stage and advise
them that you will do your best to keep the child safe
• Provide the parent/carer with an incident form and they can complete the form or you can
write it together
• Ask them what action they would like you to take and advise them of what your next step will
be
• Ensure the report is recorded accurately and that it is stored in a secure place
• Notify your regional manager
• Educators must be aware that some people and children from culturally and/or linguistically
diverse backgrounds my face some barriers when reporting any allegations of child abuse
• Where an allegation may involve an aboriginal child, may need a culturally appropriate
representative. Advise your regional manager who will engage the parent/carer with a local
aboriginal community group
• It is our responsibility to ensure that any situation where the educators have reasonable
grounds to believe that abuse is taking place, is reported to the Child Protection Authority or
as per state requirements
• If a situation arises where the regional manager is not immediately available to talk this
through, then the educators must speak with another member of the operations team or HR
• As a professional courtesy to the principal of the school and to make the school aware of the
child’s situation, the regional manager may inform the principal that a report has been made.
As reports of abuse are confidential this will be at the discretion of the operations manager
Camp Australia National Operations Policy Manual 2017 Page 102
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
• All suspicions, whether reported or not, must be documented as these suspicions may later
be used as evidence by the investigating agencies
• Any and all documentation identifying suspected abuse must be forwarded to the regional
manager and stored in a safe, secure and confidential manner
• Educators must ensure that the content of the documentation remains confidential and that
only the educators dealing directly with the child and the regional manager are across the
events and the report. Under no circumstances will the suspicion be discussed outside of
the service or anyone who is not directly involved
• All reports will remain confidential within the Child Protection Authority. However, if the
report becomes the subject of a protection application, the educator/s may be required to
give evidence to the court
• Each educator has different legal responsibilities with child protection training and reporting.
Educators must be familiar with legal responsibility for child protection as per state
requirements
In the event of a suspicion or if the child discloses information:
If a child discloses an incident of abuse to an Educator:
• The educator must try and separate them from the other children discreetly and listen to them
carefully
• Important to let the child use their own words to explain what has occurred
• The educator must ensure your questions are open ended – don’t ask questions that may be
leading.
• The educator must explain to the child that this information may need to be shared with others
such as someone at Camp Australia, the police or their parents
• It is important that the educator does not make promises to the child but explain you will do
your best to keep them safe
• Reassure the child that it was right to tell an adult
• The educator should stay with the child if they seem at ease with your company as they are
likely to be in a distressed state
• If the educator thinks the child is cognitively, emotionally and physically capable to write up
the incident in the incident report they can, or the educator can either do it with them
• As soon as possible after the disclosure, the educator must record the information using the
child’s works and report the disclosure to the regional manager and Camp Australia’s Child
Protection Officers who will assist with the next steps.
• Educators must be aware that some people and children from culturally and/or linguistically
diverse backgrounds may face some barriers when reporting any allegations of child abuse
• Where an allegation may involve an Aboriginal child, the service may need a culturally
appropriate representative. The educator must advise the regional manager about who will
engage with the parent/carer and the local aboriginal community group
• Children with a disability may experience some barriers when disclosing an incident, the
educator must advise the regional manager about who will work closely with DHHS to support
the parent/carer
• Any situation where an educator has reasonable grounds to believe that abuse is taking
place, the educator must report it to the the Child Protection Authority or as per state
requirements
• If a situation arises where the regional manager is not immediately available to talk through a
child protection issue, the educator must speak with another member of the operations team
or HR
• As a professional courtesy to the principal of the school and to make the school aware of the
child’s situation, the regional manager may inform the principal that a report has been made.
As reports of abuse are confidential this will be at the discretion of the operations manager
Camp Australia National Operations Policy Manual 2017 Page 103
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
• All documentation identifying suspected abuse must be forwarded to the regional manager
and stored in a safe, secure and confidential manner
• Educators must ensure that the content of the documentation remains confidential and that
only the educators dealing directly with the child and the regional manager are aware of the
events and the report. Under no circumstances will the suspicion be discussed outside of
the service or anyone who is not directly involved
• All reports will remain confidential within the Child Protection Authority. However, if the
report becomes the subject of a protection application, the educator/s may be required to
give evidence to the court
• Each educator has different legal responsibilities with Child Protection Training and
Reporting. Educators must be familiar with and comply with the legal responsibility for child
protection as per state requirements
Camp Australia National Operations Policy Manual 2017 Page 104
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Child Protection Mandatory Requirements
Every educator and Camp Australia team member has a responsibility to protect the health, safety,
welfare and wellbeing of children with whom they have contact with in each session of care.
Early childhood education and care (ECEC) professionals have regular and frequent direct contact
with children therefore they are uniquely positioned to observe and report concerns regarding physical
abuse and/or neglect.
Professionals are required, or in some states mandated by law to report child safety concerns to the
relevant state department, where there is a reasonable suspicion that the child has suffered, is
suffering, or is at unacceptable risk of suffering, significant harm caused by physical or sexual abuse,
and there is not a parent willing and able to protect the child from harm.
Mandatory reporters should report a reasonable suspicion that a child has suffered, is suffering, or is
at unacceptable risk of suffering, significant harm caused by any other forms of abuse or neglect.
Mandatory reporting also relates to concerns about the child’s treatment in the home and/or family
environment.
The legal responsibilities of educators who work with children are identified in the table below which
outlines the Australia child protection legislation. All educators must be familiar with their state
legislative requirements so that all mandatory requirements are met to support the safety and care of
the child.
Camp Australia National Operations Policy Manual 2017 Page 105
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Jurisdiction Principal Act Other relevant Acts/Legislation
Australian Capital Territory Children and Young People Act
2008 (ACT)
Adoption Act 1993 (ACT)
Human Rights Act 2004 (ACT)
Human Rights Commission Act 2005 (ACT)
Public Advocate Act 2005 (ACT)
Family Law Act 1975 (Cth)
New South Wales
Children and Young Persons Children and Young Persons (Care and
(Care and Protection) Act Protection) Amendment (Parental Responsibility
1998 (NSW) Contracts) Act 2006(NSW)
Child Protection (Offenders Registration) Act
2000 (NSW)
Crimes Act 1900 (NSW)
Commission for Children and Young People Act
1998 (NSW)
The Ombudsman Act 1974 (NSW)
Family Law Act 1975 (Cth)
Children and Young Persons (Care and
Protection) Amendment Bill 2009
Northern Territory
Care and Protection of Children Information Act 2006 (NT)
Act 2007 (NT) Disability Services Act 2004 (NT)
Criminal Code Act 2006 (NT)
Family Law Act 1975 (Cth)
Camp Australia National Operations Policy Manual 2017 Page 106
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Queensland Child Protection Act 1999 (Qld)
South Australia Child Protection Reform Amendment Act
Tasmania 2014 (Qld)
Victoria
Public Guardian Act 2014 (Qld)
Family Child and Commission Act 2014 (Qld)
Education (General Provisions) Act 2006 (Qld)
Public Health Act 2005 (Qld)
Commission for Children and Young People and
Child Guardian Act 2000 (Qld)
Adoption of Children Act 1964 (Qld)
Family Law Act 1975 (Cth)
Children's Protection Act Young Offenders Act 1994 (SA)
1993(SA) Adoption Act 1988 (SA)
Children's Protection Regulations 2006 (SA)
Family Law Act 1975 (Cth)
Family and Community Services Act 1972 (SA)
Children, Young Persons and The Family Violence Act 2004 (Tas.)
their Families Act 1997 (Tas.) Family Law Act 1975 (Cth)
Children, Young Persons and their Families
Amendment Act 2009 (Tas.)
Children, Youth and Families Act Working with Children Act 2005 (Vic.)
2005 (Vic.) Child Wellbeing and Safety Act 2005 (Vic.)
Camp Australia National Operations Policy Manual 2017 Page 107
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Western Australia The Charter of Human Rights and Responsibilities
Act 2006(Vic.)
Children and Community Family Law Act 1975 (Cth)
Services Act 2004 (WA) The Commission for Children and Young People
Act 2012
Working with Children (Criminal Record Checking)
Act 2004(WA)
Family Court Act 1997 (WA)
Adoption Act 1994 (WA)
Family Law Act 1975 (Cth)
Child Care Services Act 2007
STRATEGIES TO SUPPORT POLICY
The responsibilities of educators are to:
• Recognise and respond appropriately to the vulnerabilities, risks and needs of children and
young people
• Actively seek feedback from authorised agencies after making a child protection report and
continue to support the child or young person
• Collaborate in investigation and response relating to matters involving alleged child sexual
assault or serious child abuse or neglect leading to criminal proceedings
• Educators with the support of their regional manager will report any suspicion of child abuse
to the following agencies
In ACT the following strategies are in addition to those listed above:
• Are mandated by law to report child safety concerns
• Report any employee related child protection issues to the ACT
[email protected]
In QLD, the following strategies are in addition to those listed above:
• Are mandated by law to report child safety concerns
• Report any employee related child protection issues to the Department of Communities, Child
Safety and Disability Services
Camp Australia National Operations Policy Manual 2017 Page 108
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
ACT: • Educators must hold a child protection certificate
• Report any suspected abuse to Department of Education and Training
• Reportable conduct and information sharing legislation amendment act 2016
NSW: • Responsible Persons/Nominated Supervisors are to have completed an approved
training for Child Protection
• Educators must hold a Child Protection Certificate
• Educators must have a valid WWCC
• Educators must have any awareness and understanding of how to “Become a Child
Safe Organisation”
• Are mandated to report
• Report any employee related child protection issues to the Ombudsman and Family
and Community Services
• All child protection issues are to be reported to Family and Community Services via
133 627 or more information can be located at:
http://www.community.nsw.gov.au/preventing-child-abuse-and-neglect/resources-for-
mandatory-reporters/how-to-make-a-report
• Use the Mandatory Reporter Guide to help identify children at suspected risk of
significant harm
NT: • Educators must have an awareness and understanding of Child Protection
• Report and suspected abuse to Department of Education
QLD: • Educators are mandated by law to report child safety concerns
• Report any suspected abuse to Department of Communities, Child Safety and
Disability Services
• Support, embed and understand the Standard of Care set out by the Department of
Communities, Child Safety and Disability Services
SA: • Educators must hold a child protection certificate
• Educators must have an awareness and understanding of Child Safe Environments
• Report any suspected abuse to Department for Education and Child Development
and Department of Child Protection
TAS: • Educators must have an awareness and understanding of Child Protection
• Report and suspected abuse to Department of Education
VIC: • Educators must have an awareness and understanding of child protection
• Educators must have an awareness of Child Safe Standards
• Report any suspected sexual abuse to Victoria Police, Department of Education and
Training and Department of Health and Human Services
WA: • Educators must have an understanding and awareness of child protection
• Report any suspected abuse to Police and Department of Local Government and
Communities
Camp Australia National Operations Policy Manual 2017 Page 109
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Grooming Behaviour
POLICY
Camp Australia will design environments that limit opportunities for anyone to abuse children and will
ensure that educators are able to identify any signs of grooming from other team members, parents or
children. Children are unaware that they are being groomed and may find this difficult to explain
sexual advances to others.
DEFINITON FOR GROOMING
Grooming is the process by which sexual predators groom children and protective people in the
community, such as parents, carers and educators to gain trust to be able to access a child without
causing suspicion.
STRATEGIES TO SUPPORT POLICY
• All educators during the induction process will be provided with information on grooming
behaviours through the Code of Conduct Policy
• Educators will need to read and be familiar with the Grooming Behaviour fact sheet, where
clear identification and understanding of the process taken by adults to groom children is
outlined.
• Educators need to ensure that they are aware and alert to the strategies used to groom a
child. This may include any physical affection, sitting on an educator’s lap, seeking
opportunities to spend time alone with a child, frequently arriving uninvited to events in the
child’s life, encouraging a child to keep secrets, purchasing gifts/collecting items of interest
to a child, spending most of their spare time with a child, regularly offering babysitting
support to family members
• Educators must be aware of who is paying attention to particular children and who their
friends are
• Educators that are suspected of ’grooming’ must be reported immediately to their regional
manager/HR manager/operations manager for further investigation
• The regional manager will advise the operations manager and the Head of People of the
complaint and begin the investigation
• The grievance process will commence and appropriate state authorities and police will be
notified within a 24hour timeframe
• Educators must follow and implement the Child Protection Policy in order to protect the child
from this behaviour
• All reports will remain confidential within the child protection and state authorities, however,
if the report becomes the subject of a protection application, the educator/s may be required
to give evidence to the court
• A school principal may approach the Camp Australia OSHC coordinator and ask to sight the
Working with Children Checks or other relevant checks (state dependent) for OSHC staff to
ensure that the service complies with legislatory obligations. Services must comply with this
request if approached.
Camp Australia National Operations Policy Manual 2017 Page 110
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
A FACT SHEET ON ‘GROOMING BEHAVIOUR’
The best way of protecting children from harm is to be aware of the behaviours that can lead to sexual
abuse before it occurs. These behaviours are called ‘sexual grooming’.
Being alert to potential danger signs will enable educators to commence the necessary steps that
must be taken to keep children safe.
What is ‘Grooming’?
Grooming is the process by which sexual predators groom children and protective people in the
community, such as parents, carers and educators to gain trust to be able to access a child without
causing suspicion.
Unfortunately, identifying sexual grooming of children isn’t always straightforward. Sometimes sexual
abuse occurs as part of a pre-existing relationship in which there is genuine affection, which makes it
a complex issue. But there are often clear signs that can be detected before the abuse occurs.
Behaviours an adult may use to groom a child
There may be cause for concern about the behaviour of an adult or young person if they show or
display some of the following behaviours. In some circumstances this behaviour may not be seen
during OSHC service delivery, so it is important to be aware of situations that may also occur outside
the service.
1. Exhibit frequent physical affection such as kissing, hugging, stroking hair or wrestling even when
the child clearly does not want it or it is not required. For example, encouraging a child or
particular children to sit on their lap and offer regular physical comfort or reassurance without a
recognised cause
2. Encouraging the child to participate in physical play with them, such as rough and tumble, tickling
or massaging.
3. Seek out opportunities to be alone with a child with no interruptions
4. Spend most of their spare time with children and have little interest in spending time with people
their own age
5. Solicit invitations to sports, events or parties where a child will be
6. Frequently arrive uninvited to places where the child or their family will be in a series of
‘coincidences’
7. Spend a lot of time around places like arcades, playgrounds, parks and sports venues to get to
know children so they are not seen as strangers
8. Regularly offer support to the family members of the child such as offering to babysit children for
free, transport children to events, help out at social occasions involving the child or take children
on outings alone
9. Offer to drive children home or collect children from events on a regular basis
10. Frequently walk in on children in the bathroom or their bedroom
11. Treat a particular child or group of children as favoured, making them feel special compared with
others in a group
12. Find out as much as possible about the child and use that information to engage the child and
drive a wedge between the child and any protective adults, e.g. parents, teachers or coaches
13. Regularly purchase gifts or collect items of interest for a specific child or group of children
14. Tell secrets to a child and encourage the keeping of secrets
15. Display ambiguous sexual behaviour, e.g. showing the child pictures of other children wearing
swimsuits or less or taking such photos of the child
Camp Australia National Operations Policy Manual 2017 Page 111
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
16. Normalise sexual behaviour by introducing children to media with high sexual content or
pornography
Points to Consider
People who abuse children may spend up to 12 months ‘grooming’ a child before they commit a
sexual act with them. However, the period of time spent grooming can also be short.
• People do not just ‘groom’ children; they also ‘groom’ the adults around them
• Environments that have defined boundaries in regards to appropriate behaviour are less
likely to attract sexual abusers
• Educators, volunteers and visitors to the service should follow defined protocols for
appropriate behaviour or be excluded from the service
Camp Australia’s Role
Camp Australia’s policy identifies guidelines for staff that prevent them practicing any behaviour that
may constitute ‘grooming’. Camp Australia has a zero tolerance approach to grooming behaviours.
Team members are asked to refer back to the Camp Australia Grooming Behaviour Policy to ensure
appropriate steps are taken if there may be a suspicion.
Camp Australia’s Child Protection Policy will also be available to read and review to support team
members.
This fact sheet provides information on ‘grooming’ behaviour for all team members of Camp Australia
and will be discussed as part of the staff/coordinator induction. All Camp Australia staff should be
encouraged to report any behaviour they witness that may be considered ‘grooming’ to a coordinator
and/or regional manager.
What is your role as a Camp Australia OSHC Team Member?
Children often will not be aware that they are being groomed and may find it very difficult to tell
anyone of any sexual advances made to them. They often feel trapped before they know what has
happened.
Educators can help protect children in their care by:
• If a Principal asks to sight Working With Children Checks for OSHC staff must comply with this
request
• Knowing what strategies sex offenders use to ‘groom’ children and families
• Being aware of who is paying attention to a child and who their friends are. Don’t ignore any
unease you feel about people showing excessive interest in a child or their family members. It is
better to report this immediately to the coordinator rather than doubt your discomfort and placing a
child at risk
• Being alert to any signs of ‘grooming’ by another adult or child and reporting it as per the service
policy
• Document and report any behaviour witnessed that may be considered ‘grooming’ to a
coordinator or regional manager
• A regional manager needs to communicate any reports of ‘grooming’ directly to the operations
manager within 24 hours
Camp Australia National Operations Policy Manual 2017 Page 112
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Relevant National Quality Area
This fact sheet on ‘grooming’ will support us delivering high standards across the following national
quality framework areas:
QA2 Children’s health and safety
Camp Australia National Operations Policy Manual 2017 Page 113
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Reportable Conduct (Identifying and responding to allegations against an employee)
POLICY
The children’s safety, welfare and wellbeing is a high priority for Camp Australia. The service will
provide a safe environment with clear child protection processes in place to prevent and/or minimise
any possible risks to children. Camp Australia also has a responsibility to our educators to ensure that
they are treated fairly and their rights are respected throughout an investigation and any disciplinary
process that may result from the investigation. Parents and other authorised persons of children
attending Camp Australia services have a right to expect that their children will be safe and all
protective measures will be considered should an allegation arise.
This policy concerns the prevention, identification and handling of allegations of child abuse and
neglect made against educators. All appropriate department and government agencies will be advised
of reportable allegations as per each state requirement.
STRATEGIES TO SUPPORT POLICY:
• Educators need to be aware of their obligations in identifying and reporting any signs of child
abuse from educators in the service to Camp Australia and appropriate government agencies
(see list below)
• Allegations of reportable conduct (including related convictions) are defined in the Section 25a of
the NSW Ombudsman Act 1974 as:
o Any sexual offence or sexual misconduct, committed against, with or in the presence of
a child (including a child pornography offence) OR
o Any assault, ill-treatment or neglect of a child
o Any behaviour that causes psychological harm to a child
• Any sexual offence, explicit comments, sexual misconduct, crossing professional boundaries,
grooming behaviours, physical assault, ill treatment, neglect, psychological harmful behaviour
(see definitions below) are all reportable conducts
• If there has been an allegation made against an employee/educator that may also include an
anonymous report against a child, the regional manager (nominated supervisor) must be advised
immediately
• In a situation where the allegation is against the nominated supervisor, the operations manager
and/or Head of People must be informed
• Investigations of all allegations of a child protection nature must be investigated thoroughly
• During the investigation the following key details will be collected:
o The details of the allegation
o Names of educators and/or children involved
o What is alleged to have occurred
o Date and time of the alleged incident/s
o Any identified or alleged further risk to the children
o The contact details for the person that reports the allegation
o Name of any parents, witnesses or other educators involved
o Whether the employee/s already know about the allegation
• Employees that are involved in such allegations will be contacted by their regional manager and
advised of the situation
• A meeting will be arranged for the employee to attend together with Camp Australia
representatives. This would include the regional manager and a member of the HR team
• The employee will be removed from any shifts until the investigation is completed. This is to
protect all parties involved in the allegation
• At such time all allegations will then be reported to the state departments and government
agencies as listed below
Camp Australia National Operations Policy Manual 2017 Page 114
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
• The regulatory authority and government agencies will be provided with full details of the
allegation and provided with ongoing updates on the investigation
• Where appropriate, meetings with the regulatory authority and government agencies will be held
throughout the investigation process
• All appropriate communications to the parent/other authorised person of the child will be made
throughout the investigation
Child Protection Authorities Child Protection Authority Relevant Legislation
State
Australian Capital Territory Office for Community, Youth and Children and Young People
Family Support (Care and Act 2008 (ACT)
Protection Services)
New South Wales Ombudsman NSW Children and Young Persons
Level 24, 580 George Street (Care and Protection) Act
Sydney NSW 2000 1998 (NSW)
E: [email protected]
Gen Enquiries: 02 9286 1000
Northern Territory Department of Children and Care and Protection of
Families Children Act 2007 (NT)
Queensland Department of Communities, Child Protection Act 1999
Child Safety and Disability (QLD)
South Australia Services
Victoria Department of Child Protection Children's Protection Act
1993 (SA)
Department of Human Services Children, Youth and Families
Act 2005 (VIC)
Tasmania Department of Health and Human Children, Young Persons and
Services their Families Act 1997 (TAS)
Western Australia Department of Child Protection Children and Community
Services Act 2004 (WA)
Camp Australia National Operations Policy Manual 2017 Page 115
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Investigation of Serious Protection Issues
POLICY
Camp Australia will investigate any serious protection issues to ensure children are protected whilst in
care. Where a situation arises and a serious complaint or issue has been brought to the attention of
Camp Australia, Camp Australia will follow clear and strict processes to ensure that a full investigation
by all parties has occurred within a reasonable timeframe.
STRATEGIES TO SUPPORT POLICY
• Where a serious complaint or incident has been brought to the attention of a Camp Australia
team member, the national operations manager and head of people manager must be
informed immediately
• The complaint/incident must be reviewed by the national operations manager and head of
people and a decision is made on what the next steps must include
• Where there is risk to a child or a staff member the following process will take place:
a. The team member in question will be contacted and advised of the situation by the head
of people manager
b. The team member will be removed from all shifts until the investigation is complete
c. The team member will be asked to come into the office to discuss the issue – this will
take place with the head of people manager and regional/operations manager
• The person who has identified the complaint will be contacted and asked for further details
• All other team members that surround this incident will be contacted and advised to meet
with the head of people and operations manager to investigate the issue
• With reportable cases, the regional manager will complete a serious incident/complaints
form and advise the state regulatory authority and child protection agency (see below) as
per state requirements
• The head of people manager and operations manager will provide regular updates of the
investigation to the national operations manager and chief executive officer
• Regular communication with the team member will be maintained by the head of people
manager and this will also include communication with the person who has identified the
complaint/issue
• Once all discussions have taken place with all relevant parties, the head of people and
national operations manager will review and make a recommendation to the chief executive
officer
• Once a decision has been made regarding the serious incident/complaint the team member
will be notified of the outcome by phone and in writing by the head of people
• At the closure of the investigation a full debrief meeting will be conducted to review all
policies and procedures. At this time any adjustment or changes will be made to the policy
and strategies
Camp Australia National Operations Policy Manual 2017 Page 116
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Child Protection Authorities Child Protection Authority Relevant Legislation
State
Australian Capital Territory Office for Community, Youth and Children and Young People
Family Support (Care and Act 2008 (ACT)
Protection Services)
New South Wales Ombudsman NSW Children and Young Persons
Level 24, 580 George Street (Care and Protection) Act
Sydney NSW 2000 1998 (NSW)
E: [email protected]
Gen Enquiries: 02 9286 1000
Northern Territory Department of Children and Care and Protection of
Families Children Act 2007 (NT)
Queensland Department of Communities, Child Protection Act 1999
South Australia Child Safety and Disability (QLD)
Services
Children's Protection Act
Department of Families and 1993 (SA)
Communities
Victoria Department of Human Services Children, Youth and Families
Act 2005 (VIC)
Tasmania Department of Health and Human Children, Young Persons and
Services their Families Act 1997 (TAS)
Western Australia Department of Child Protection Children and Community
Services Act 2004 (WA)
Camp Australia National Operations Policy Manual 2017 Page 117
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Code of Conduct: Ethical Behaviour
POLICY
Camp Australia’s Code of Conduct addresses the expectations of all employees with respect to their
individual conditions of appointment, the interests of Camp Australia and its staff, and the welfare of
children and the public with whom they interact. Every employee of Camp Australia is provided with a
copy of the code of conduct and conflict of interest policy, acceptance and adherence of which are
binding to the terms and conditions of ongoing employment.
STRATEGIES TO SUPPORT POLICY
• Educators must be present at work as required by their contract. Absence from the workplace
is accepted only with legitimate reasons or proper authorisation
• Educators must maintain expected standards of performance. Employees should carry out
their duties in an efficient and competent manner, and avoid behaviour which might impair
their work performance or jeopardise the safety of children, other staff, members of the public,
or Camp Australia property
• Educators need to behave in a way appropriate to a child safe environment
• In performing duties, employees should respect the rights of their colleagues and the public.
For a full outline of the expectations regarding respecting the rights of others please refer to
the Camp Australia Employee Handbook
• Educators must obey all lawful and reasonable employer instructions (including Camp
Australia policies and procedures) and work as directed. Implicit in this is an obligation to obey
all state and federal laws
• Staff members must maintain proper standards of integrity and conduct in the performance of
their duties and elsewhere if Camp Australia’s reputation may be affected
• Employees are expected to show reasonable care, and neither use, nor allow the use of Camp
Australia property, resources, or funds for unauthorised purposes
• Educators are to incur no liability on the part of Camp Australia without proper authorisation
• Employees are to maintain all necessary qualifications and checks to enable performance of
their duties legally and efficiently
• Educators are not to demand, claim or accept any fee, gratuity, commission, or benefit from
any person or persons other than Camp Australia in payment for any matter or item concerned
with the employee's duties and responsibilities, except with the prior written consent of Camp
Australia
• Staff must ensure that at no time during their employment or subsequent to termination,
knowingly or without due care; disclose confidential information or information relating to any
of the business affairs, software, property or other activities of Camp Australia management
• Educators must not divulge or communicate any personal information concerning a child or
their family other than in the discharge of official duties
• Employees are not to engage in or undertake any work or activity nor accept appointment to
any position which might conflict with or be in competition with the business of Camp Australia
or adversely affect the performance of the employee's duties without the prior written consent
of Camp Australia. This includes personal nanny work or baby-sitting work for parents using
the Camp Australia service out of the usual service operating hours.
• Attached is the Code of Conduct that is provided to all employees of Camp Australia
Camp Australia National Operations Policy Manual 2017 Page 118
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Code of Conduct: Professional Appearance
POLICY
To promote a professional and consistent appearance to the community and users of our services, all
staff are expected to wear the Camp Australia uniform (shirt or polo, jumper plus lanyard) and
demonstrate a high standard of dress and personal grooming.
STRATEGIES TO SUPPORT POLICY
• Upon commencement of employment all staff are expected to obtain approved Camp
Australia uniform shirt(s), which are to be worn at all times when working
• Educators are responsible for maintaining their uniform to ensure a clean and crease free
appearance with shoulders and midriff covered at all times
• Revealing clothing must not be worn whilst working in the service
• An outline of the full uniform policy for OSHC staff is available in the Camp Australia
Employee Handbook under Dress Code outlining the importance of OH&S requirements
• In the event where the Camp Australia uniform policy is not adhered to, a staff member may
be asked to leave the service until an appropriate uniform is obtained
Camp Australia National Operations Policy Manual 2017 Page 119
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Inability to Work
POLICY
All employees are entitled to leave in accordance with the relevant awards or agreements and
statutory provisions. Leave must be approved in advance by the relevant line manager, except when
the employee is unable to anticipate the absence. Any documents regarding leave will be kept on the
employee’s personnel file.
STRATEGIES TO SUPPORT POLICY
• Educators must cancel their shift 24 hours prior to commencement
• Educators will cancel their shift by either calling 1300 665 257 or actioning via One Team
• Educators are to keep their line managers up to date with their absences
Camp Australia National Operations Policy Manual 2017 Page 120
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Educator Grievance and Complaint Process
POLICY
Camp Australia supports the right of every employee to lodge a grievance with their manager if they
believe a decision, behaviour or action affecting their employment is unfair. An employee may raise a
grievance about any performance improvement action taken against them. We aim to resolve
problems and grievances promptly and as close to the source as possible. When necessary,
grievances will be escalated in order to obtain a timely resolution.
STRATEGIES TO SUPPORT POLICY
• The employee should try to resolve the grievance as close to the source as possible. This can
be informal and verbal. At this stage, every possible effort should be made to settle a
grievance before the formal grievance process starts. If the matter still can’t be resolved, the
process continues and becomes formal
• To start the formal grievance process the complainant must fully describe their grievance in
writing, with dates and locations wherever possible and explain what attempts they have
already made to settle the matter
• The matter should be referred to the regional manager or to the HR team for review.
• During this period, the matter will be investigated by the HR team
• The person(s) against whom the grievance/complaint is made should be given the full details
of the allegation(s) against them. They should have a reasonable time to respond before the
process continues.
• The person who has made the allegation will be kept anonymous
• For any serious complaints where the duty of care to a child or children has been
compromised, the regional manager will notify the state regulatory office within 24 hours. All
appropriate paperwork will be completed.
Camp Australia National Operations Policy Manual 2017 Page 121
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Recruitment and Professional Development
POLICY
Camp Australia’s approach to pre-employment screening, training, supervision and ongoing skills
development is closely aligned to child safe standards and company-wide policies and processes. All
appointments are made based on experience and qualifications, compliance with all relevant Federal
and State legislation and adherence to the company code of conduct and values.
STRATEGIES TO SUPPORT POLICY
▪ A position description is provided for each job which details the role deliverables, required skills,
challenges and safety obligations.
▪ Screening of applicants includes an application form, interviews, reference checks, police
checks, right to work in Australia, Working with Children Check or equivalent, declaration of
prior conduct and/or criminal record, followed by online testing, induction and ongoing
professional development.
▪ All interviewed but unsuccessful candidates are contacted with relevant feedback.
▪ Successful candidates are provided with a contract of employment and how to obtain
comprehensive training, policies and guidelines, staff communications and general conditions
of employment.
▪ At each step in the onboarding process and throughout their employment, staff are provided
with continuing training and education across the national quality standards, including child
safety as prescribed under the Education and Care Services National Regulations.
Camp Australia National Operations Policy Manual 2017 Page 122
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Death of an Employee
RESPONSE AND COMMUNICATION
If death occurs at OSHC
▪ Call 000
▪ The regional manager to notify operations manager and call employee’s emergency contact or
next of kin to advise of their transfer to hospital.
▪ The regional manager to travel to hospital to meet the employee’s family
▪ The operations manager to notify a member of the executive leadership team
▪ The regional manager to notify the service and school, indicating details will be forthcoming.
▪ Ensure a process is in place for the care of children, including post stress/trauma management.
▪ Follow existing internal procedures including contact with the Sales & Marketing Manager to
activate the crisis media plan.
▪ Condolences from Camp Australia conveyed to the employee's family by the regional manager
and arrangements for monetary entitlements to be completed when appropriate.
▪ Questions or counselling support to be directed to HR or via [email protected]
to circumvent contact with the deceased’s family.
If death occurs outside of work
▪ The operations manager to notify a member of the executive leadership team
▪ Where applicable, regional manager to notify immediate colleagues, indicating details will be
forthcoming.
▪ The regional manager to provide funeral details when known.
▪ Questions or counselling support to be directed to HR or via [email protected]
to circumvent contact with the deceased’s family.
FINAL PAYMENTS
▪ The employee's date of death becomes their final day of employment.
▪ Payment of salary ceases from the date of death as notified by the deceased's legal
representative, an official death/funeral notice or a registered death certificate.
▪ Payment of salary for work completed up to and including the employee's last day of
employment will be paid into the deceased's bank account.
▪ Payment in lieu of leave entitlements will be paid at the rate of the employee's applicable salary
at the last day of employment.
▪ Unless the relevant industrial agreement or the employee's individual contract states otherwise,
the following payments will be made to the executor to whom probate of their will has been
granted:
➢ Accrued annual leave
➢ Pro-rata annual leave loading
➢ Accrued long service leave
▪ Where a casual employee receives a loading in lieu of leave entitlements, there is no
entitlement to termination payments for annual leave or annual leave loading.
▪ Payroll will inform the appropriate superannuation fund of the employee's death.
OTHER CONSIDERATIONS
▪ Where applicable, notify staff in other departments and reassign work as appropriate
▪ Intercept and redirect phone, voicemail, email and mail communications
▪ The regional manager to liaise with the deceased's family to ensure the return of company
property, as well as the delivery of personal belongings.
▪ Offer EAP counselling for any impacted staff and provide time off as needed.
Camp Australia National Operations Policy Manual 2017 Page 123
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
QUALITY AREA 5: RELATIONSHIPS WITH CHILDREN
Interactions
POLICY
Interactions with all personnel at the service will be positive, supportive and encouraging.
• Children interacting with one another
• educators interacting with each other
• educator and child interaction
• educators and family interactions
Interaction within the school and community must be respectful and courteous at all times.
Interactions that are warm and caring will provide an atmosphere that is best for children to grow,
learn and develop as well as support the five (5) outcomes as designed in the after school care
framework for each and every child. Children’s interactions will support the child safe standards and
empower all children to speak freely about how they are feeling in a safe environment.
STRATEGIES TO SUPPORT POLICY
• Using the Victoria Standard 7 from the child safe standards, educators will work with one
another and the children to decide what means of interaction is deemed appropriate and
encouraged within the service
• This information will be displayed and available at the service for all who participate in the
service
• Educators are role models for the children, so their interactions will be caring, respectful and
warm throughout the session
• Educators will be able to guide children and each other on managing challenging
discussions throughout the session. This may be through a number of different means:
suggesting alternative solutions to challenging situations; keeping children engaged by
redirection; providing other opportunities to extend play; discussions on feelings; focus on
the behaviour and not the person
• The environment must also be considered so that challenging situations may be kept to a
minimum. This should include: adequate resources for the number of children in attendance;
activities are adequately supervised; experiences are based on children interests and
discussions; areas of play are suitable and spacious for the children; the environment is
stimulating and warm
• Educators need to show a calm and consistent approach with each other and with children
• Educators must show children that they are cared for and respected by listening, reassuring
and treating all children equally
• Educators will need to redirect behaviour to help and offer encouragement throughout the
session
• All educators will need to be committed to building strong relationship with all parents so that
there is active and clear communication. This relationship will support interactions and
guidance for each child and support families culture and values.
• Educators and children are encouraged to promote positive interactions during group
activities. This may be through a number of different ways:
o Educators encourage the children to express themselves and their opinions
through conversation and play
o The program allows children to have opportunities to develop self-reliance and
self-esteem through play.
Camp Australia National Operations Policy Manual 2017 Page 124
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
o Educators must at all times maintain the dignity and rights of each child.
o Educators will give each child positive guidance and encouragement toward
acceptable behaviour.
• Educators and children will, where possible, acknowledge the development of persistence
and an acceptance around making mistakes during problem solving or game activities.
Camp Australia National Operations Policy Manual 2017 Page 125
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Limited Physical Contact
POLICY
Camp Australia takes very seriously its position on protecting the safety of all children by adhering
and supporting the Education and Care Law and Regulations as well as the listed Child Care
Authorities below:
Child Protection Authorities Child Protection Authority Relevant Legislation
State
Australian Capital Territory Office for Community, Youth and Children and Young People
Family Support (Care and Act 2008 (ACT)
Protection Services)
New South Wales Ombudsman NSW Children and Young Persons
Level 24, 580 George Street (Care and Protection) Act
Sydney NSW 2000 1998 (NSW)
E: [email protected]
Gen Enquiries: 02 9286 1000
Northern Territory Department of Children and Care and Protection of
Families Children Act 2007 (NT)
Queensland Department of Communities, Child Protection Act 1999
South Australia Child Safety and Disability (QLD)
Services
Children's Protection Act
Department of Families and 1993 (SA)
Communities
Victoria Department of Human Services Children, Youth and Families
Act 2005 (VIC)
Tasmania Department of Health and Human Children, Young Persons and
Services their Families Act 1997 (TAS)
Western Australia Department of Child Protection Children and Community
Services Act 2004 (WA)
All educators must limit physical contact with children and inappropriate use of physical restraint is
prohibited whilst the service is in operation. Educators will maintain a professional, caring and
engaging manner with each child and avoid any physical contact with the child. This policy also
protects and supports educators to provide the right level of professional care for children in their
care.
Physical contact is appropriate in situations where an educator may need to:
• Assist in activity e.g.: building a constructive activity
• Demonstrate a skill e.g. showing a child how to throw a ball
• Provide first aid e.g.: where a child may have cut their finger
• Emergency situations where a child life is a risk e.g.: if there is a fire and a child needs to
move quickly to avoid serious injury or death
Camp Australia National Operations Policy Manual 2017 Page 126
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Physical contact is NOT appropriate in situations where educators are:
• pinching, punching, pushing, sitting on laps, unwarranted touching using objects such as
pencils, rulers, grabbing and any other inappropriate touching.
• initiating, permitting or requesting inappropriate or unnecessary physical contact with a child
(e.g. massage, kisses, tickling games, sitting on laps, styling hair, holding hands) or
facilitating situations which unnecessarily result in close physical contact with a child is not
accepted.
• educators will not use restraint that involves:
o force applied to the head or neck
o restrictions to breathing
o punching
o kicking
o holding by the hair or ear
o confining a child or young person in a locked room or limited space
o placing children under school age in ‘time out’ or ‘time away’
STRATEGIES TO SUPPORT POLICY
By following the strategies outlined below, educators can feel confident about meeting their duty of
care to children in care whilst also ensuring they are not breaching professional boundaries.
• Educators will guide and develop children with an emphasis on promoting positive behaviour
e.g. courtesy, manners, respectful relationships and valuing their own and others property
• Educators will encourage and assist children verbally to negotiate solutions to problems
• Educators will be positive role models for the children and lead by example
• Educators will use strategies such as high fives, clapping to encourage children or redirect
physical contact
• For educators to comfort a distressed child it is important to speak in a calm voice, get down
to the child’s level and ensure the child is comfortable
The OSHC space will be arranged so that issues can be minimised, such as:
• Refer to the Instructional Tool – Working within your OSHC space
• Ensuring adequate numbers of toys/equipment and experiences are available at all times
• Activities are supervised adequately and are developmentally age appropriate
• That there is a balance of quiet and active spaces for indoor and outdoor play
• That children are involved in the development of their group’s guidelines
• Children have had the opportunity to provide input and suggestions to the program
If an educator is concerned there is a breach of the Limited Physical Contact Policy, the following
actions must be taken immediately:
1. Document and raise the concerns directly with the regional manager
2. Send an email to HR ADMIN detailing the incident
3. Follow up contact from the HR Team will be within 48 hours of the incident
Camp Australia National Operations Policy Manual 2017 Page 127
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Guiding and Supporting Children’s Communication
POLICY
Educators will support and guide children with their interactions with one another and in groups.
Educators have a strong influence on children’s learning and development and will role model
appropriate communication skills by using a variety of different means. Children need to receive
praise, warmth and care to support their growth and development into young adults.
STRATEGIES TO SUPPORT POLICY
• Educators working in the service need to ensure that their own interactions with one another
are respectful and caring in order to model appropriate skills to children
• Educators will at every opportunity support children with their interactions with one another
by being involved in conversations, listening to children, acknowledging and praising
children’s efforts
• Educators will interact with parents and learn more about strategies used at home that will
provide consistency with children’s language and development
• Teaching staff will also be consulted to ensure that the school values on communication are
adhered to
• Children will be provided with support and encouragement to acknowledge other children’s
words and interactions
• Activities for the session will be based on children’s interests and requests to extend
communication with one another
• Children will be involved in constructing ways they should interact with one another and
show respect for others wishes
• Kindness, care and thoughtful interaction by educators will be critical to embed positive
communication with the children
• Any opportunities and ideas shared by children, Educators and teaching staff should be
implemented wherever possible
• Books, posters, displays, poems and music will be used throughout the session so children
can observe positive communication to support their engagement with one another
• The Better Buddies Program through the Madeline and Allanah Foundation will be
implemented within the service to support children to work through social conflict
• All means of both positive verbal and non-verbal communications will be used to support
children’s communication with each other. Activities such as music, rhymes, jingles and
songs will also help/support children’s communication
• The use of other languages can be expressed in the service through posters, pictures and
words written in children’s home languages to support a sense of belonging for bilingual
children and families.
Camp Australia National Operations Policy Manual 2017 Page 128
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Suspension or Exclusion from the Service
POLICY
Camp Australia will provide children with positive guidance and support in a healthy, happy and safe
environment. If a child frequently behaves inappropriately and does not respond to attempts to
support prosocial behaviour or threatens to harm others, the child may be suspended or excluded
from the service.
Any serious behaviour where another child has been seriously hurt and required medical attention the
State Regulatory Office must be notified within a 24-hour timeframe as per Camp Australia’s Serious
Incident Policy.
STRATEGIES TO SUPPORT POLICY
• Educators must immediately advise the regional manager of any inappropriate behaviours or
issues so that a Guidance Support Plan (GSP) can be formalised to support the child in care
and ensure the safety of those around the child.
• With support from parents/other authorised persons, teaching staff, the school principal and
other relevant members of the community, staff must work to create a Guidance Support Plan
for the child. The child should be asked to contribute to an individual plan that supports them
whilst in care at the service.
• Once the Guidance Support Plan is developed it must be signed off by all parties. The GSP
must be reviewed daily, weekly and monthly until all parties are satisfied.
• The Guidance Support Plan will then be implemented and parents/other authorised persons
will be provided with a copy.
Where a hild’s eha iours o ti ue to e har ful
• Where a child’s behaviours continue to be harmful to themselves or others the Guidance Support
Plan must:
• be updated to reflect the behaviour is noted
• have any incident reports (if applicable) attached
• stipulate that a child will be suspended/excluded if the behaviour does not improve or
puts others at risk
• In the case where is child is to be suspended/excluded, the Regional Manager will contact the
Operations Manager to advise of the situation.
• If suspension/exclusion is deemed necessary, the Operations Manager will first discuss with the
National Operations Manager to advise of the situation. The National Operations Manager will
then decide if the suspension/exclusion of the child in Camp Australia care should be
implemented.
• If the National Operations Manager agrees that the suspension/exclusion is necessary, the
Regional Manager will draft a letter to the parent/other authorised person advising them of our
concern for the child, other children and our staff. A copy of the updated GSP and incident
report/s (if applicable) will be included with the letter.
• A copy of the draft letter with applicable attachments will be provided to the National Operations
Manager to review and approve.
• Once this letter has been approved by the National Operations Manager, the Regional Manager
will:
• Contact the parent to advise of the decision. Initial contact is to be made by phone then
followed up with a formal letter from Camp Australia’s customer service department
advising of the exclusion
• Notify the school of the situation
Camp Australia National Operations Policy Manual 2017 Page 129
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
• Notify Camp Australia’s customer service department to cancel the child’s bookings for
the approved suspension/exclusion timeframe. (Parents will not be charged for these
days)
• Provide Camp Australia’s customer service department with a copy of the approved
formal letter and applicable attachments. Customer Service will send these to the parent
and include copies on the parent’s file
• Confirm with the National Operations Manager that all the above actions have been
finalised
Prepari g for the hild’s retur
• Once the suspension has taken place, the regional manager will continue to work with the
educators to prepare for the child’s return
• Before the child returns to the service, the parent, team members and teaching staff will need to
meet and review the Guidance Support Plan and update as required. The parent and coordinator
will need to sign off on the plan.
Camp Australia National Operations Policy Manual 2017 Page 130
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Children’s Comments and Feedback
POLICY
All children are encouraged to provide comment and feedback about any aspect of their service. This
opportunity allows the children to be empowered about the service that they attend and the care that
is expected. The children will be welcomed and acknowledged for their thoughts and opinions. The
service will provide ample opportunities to allow children to provide their feedback.
STRATEGIES TO SUPPORT POLICY
• The service will provide children with a variety of opportunities for feedback, using a variety
of different tools, for example: a suggestion box; writing letters; communicating to educators;
children’s writing wall; reflection journal and other means that a child is comfortable with
• Educators will ensure that all tools are kept readily available for the children throughout the
duration of the service
• All comments and feedback will be treated seriously and with fairness and respect
• Where children have indicated that their feedback remains confidential the educators will
respect this request unless there is an issue that impacts the well-being of the child
• Educators will address all comments promptly with a verbal reply within two days of the
feedback and in consultation with the child’s family advise them of the discussion
• Educators may choose to discuss the comment/feedback with the children as a group
discussion to gain a better understanding of the comment and/or gain a consensus on the
recommendation/suggestion
• A record of all the comments will be maintained in the reflection journal and where possible
implemented for future planning at the service
• The resolution of comments and suggestions, where possible, will be to the mutual
satisfaction of those involved
Camp Australia National Operations Policy Manual 2017 Page 131
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Children’s Grievance and Complaints
POLICY
All children in the care of Camp Australia have the right to be heard regarding any grievance or
complaint they have with the service or the educators that work at the service. The children need to
feel confident that their complaint will be dealt with promptly, seriously and respectfully. This
opportunity allows the children to feel empowered about their communication relating to their
wellbeing
STRATEGIES TO SUPPORT POLICY
• All children will be encouraged to discuss any complaints or concerns they have about the
service or educators as soon as practicable with the coordinator of the service in the first
instance – if applicable
• The coordinator will respond to the child’s complaint within 48 hours and keep a record of
the complaint together with a record of the outcome
• The coordinator will advise the regional manager of the complaint and resolution
• The child may choose to have the parent lodge the complaint on behalf of the children
following the service grievance process
• The child may also choose to direct the complaint to the regional manager if the coordinator
is part of the issue or directly to Camp Australia head office
• The regional manager will acknowledge the complaint within 48 hours and investigate the
issue further within the 48 hour timeframe
• All parties involved in the complaint will be heard as part of the investigation
• The regional manager will address all aspects of the complaint and concerns in a timely and
professional manner
• A record of complaints will be kept by the regional manager
• Any serious complaints will be communicated to the regulatory authority as per the serious
complaints policy
Camp Australia National Operations Policy Manual 2017 Page 132
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
QUALITY AREA 6: COLLABORATIVE PARTNERSHIPS WITH
FAMILIES AND COMMUNITIES
Family Participation and Communication
POLICY
Camp Australia actively encourages family contributions to the development of the program. Input and
involvement with all families will support the service ensuring that the best possible environment is
provided to all the children in care.
STRATEGIES TO SUPPORT POLICY
• All parents/other authorised persons are welcome at the service whenever it is in operation.
Parents wishing to spend extended time at the service must have an approved Working with
Children Check clearance (refer to individual state requirements)
• Should a parent/other authorised person have a special skill or talent that can be shared at
a service, the parent/other authorised person may offer to spend time at the service to allow
the children to see and learn more about their skill or talent
• Educators will explain the Camp Australia philosophy and the service philosophy that the
program is based on to parents
• Parents/other authorised persons will be provided with information about opportunities for
them to offer feedback to the educators
• Feedback from families will be collected via surveys or discussion and documentation in the
service reflection journal, suggestion box, communication book and through interaction with
the educators
• Families that use the service for the first time, will receive a text message from Camp
Australia to advise how the first session of care was for their child
Camp Australia National Operations Policy Manual 2017 Page 133
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
School and Local Community Involvement
POLICY
Camp Australia strongly encourages families, the school and local communities to participate and be
involved with the service. Educators are encouraged to learn more about the community that the
children reside in and incorporate community and school events into the daily program. Such
connectivity between the school and local community will enhance the development of the children’s
wellbeing and confidence in their safe environment.
Educators are to discuss any proposed community involvement activities with their regional manager
before commencing.
STRATEGIES TO SUPPORT POLICY
• Educators will ask and learn about the school and community events. Educators will read the
school newsletter and be familiar with the dates where particular educational and community
events will take place. This will enable educators to embed this into the program
• Local community news and events are also important. Educators with the support of the
families will learn about community events by talking to people, reading information, visiting
local community centres and speaking with the children
• Community and school boards can offer great information about what is happening around
the service
• Educators will document such events and details for possible inclusion into their program as
well as record them in the reflection journal
• All those at the service are encouraged to participate in reflection about the activity and to
document thoughts, feedback and suggestions
• Where possible, educators shall attend or support local community events such as school
fetes/open days in accordance with Camp Australia’s School Support Guidelines
Ca p Australia’s Worki g ith Childre ’s Che k Policy
In order to ensure the safety of the kids in our care, Camp Australia policy requires that all visitors,
including members of the children’s family, invited to contribute in the program, have a current
Working With Children’s Check or state based equivalent. Camp Australia’s policy overrides any
state based obligation and also requires that a team member be present throughout the visit.
Visitors require either a Volunteer Working With Children’s Check (these are free in some states) or
an Employer Working With Children’s Check prior to participating in the program. Working with
Children’s Checks may have different names in some states. Details for each state can be found:
https://oneteam.campaustralia.com.au/info/gettingstarted.html
How Families can be involved in your program
Members of the children’s families (parents, grandparents, carers etc.) may be invited to contribute in
the program by sharing their skills or experience. For example: family members may wish to talk
about their work or hobbies e.g. playing a musical instrument. Families from other cultures may also
wish to share information about their customs.
Camp Australia National Operations Policy Manual 2017 Page 134
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
How local groups can be involved in your program
There are many ways local groups can be involved in your service that meet Camp Australia’s
Working with Children’s Check Policy and ensures the activities being provided by groups are safe.
For example, local emergency organisations (e.g. police, fire brigade, St. John’s ambulance) may be
invited to share information about safety etc. Local sporting clubs may wish to put on a demonstration
(e.g. gymnastics).
Educators can also support children learn about topics of interest e.g. animal welfare or
environmental issues by inviting a representative from your local council or conservation group into
your service.
Children can participate in awareness raising activities about topics such as animal welfare or
environmental issues by creating posters and presenting to their peers however they are unable to
raise funds or organise activities for organisation or causes not directly affecting children e.g. animal
welfare or environmental issues
For more information about fundraising, please refer to CA’s Fundraising/Collection Guidelines
https://oneteam.campaustralia.com.au/info/nowandthen.html
Please note: As Educators are not permitted to seek or accept donations (money or products) from
organisations, representatives from hardware stores, supermarkets etc. are not to be invited into their
service.
Camp Australia National Operations Policy Manual 2017 Page 135
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Fundraising and Seeking Donations
POLICY
Through The Camp Australia Foundation (tCAF), Camp Australia services have a fantastic
opportunity to engage in a range of coordinated activities so that the whole organisation can work
together to make a really positive impact.
Whilst team members are encouraged to get involved in tCAF’s coordinated activities as a priority, at
times services may be asked to participate in other opportunities through the local and school
community.
STRATEGIES TO SUPPORT POLICY
To support educators, the following two sets of guidelines have been prepared. It is important that
educators ensure that any activities undertaken at their service comply with the relevant guidelines.
• Fundraising/Collection Guidelines
If a service is interested in organising activities to support a charity (e.g. fundraising,
collection of food, clothing, etc.) outside of those provided by tCAF, refer to Camp
Australia’s Fundraising/Collection Guidelines which can be found on Yammer
Please note: Educators are required to register any fundraising/collection activity with tCAF
before commencing as outlined in Camp Australia’s Fundraising/Collection Guidelines.
• Community Involvement Guidelines
If a service is interested in inviting family members or representatives from local
organisations to participate in the Program they will need to refer to Camp Australia’s
Community Involvement Guidelines which can be found on Yammer.
Please note: Educators are required to discuss any community involvement activities with
the regional manager before commencing, as outlined in Camp Australia’s Community
Involvement Guidelines.
Camp Australia National Operations Policy Manual 2017 Page 136
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Family Grievance and Complaints Procedures
POLICY
All family members with any grievance or complaint should feel confident to present their concerns
and be heard in a professional and respectful manner. Camp Australia is committed to ensuring all
parent/other authorised person feedback is heard and dealt with in a timely manner. Parents/other
authorised persons should have confidence that their grievance has been heard by the right
personnel and dealt with promptly and effectively.
STRATEGIES TO SUPPORT POLICY
• Parents/other authorised persons are encouraged to discuss any complaints or concerns
that they have about the service or educators as soon as practical. This is to be discussed
with the coordinator in the first instance
• Complaints that have not been resolved by the coordinator to the parent’s satisfaction will be
escalated to the regional manager of the service
• Parents/other authorised persons may choose to lodge a formal complaint in writing to
Camp Australia or by telephoning the Camp Australia Customer Care Team
• The regional manager will call the parent within 24 hours of the complaint being made to the
Customer Care Team
• All parties involved in the grievance/complaint will have the opportunity to be heard and
present their point-of-view in a specified timeframe to be discussed with the parent
• The regional manager will contact the parent after the investigation to determine if the issue
has been resolved to a satisfactory level for all
• Parents/other authorised persons that are unhappy with the investigation or outcome are
welcome to escalate this to the operations manager
• The operations manager will contact the parent within 24 hours after the escalation has
been made
• The operations manager will listen to the parent’s concern and then further investigate within
a 48-hour period
• The operations manager will review the investigation and may choose to speak with all
personnel that are involved
• The operations manager will contact the parent and advise them of the outcome
• All complaints and concerns will be noted and documented by the individual working with
the family/parent.
• For any serious complaints where the duty of care to a child or children has been
compromised, the regional manager will notify the state regulatory office within 24 hours. All
appropriate paperwork will be completed
• The national operations manager will be advised at this stage by the operations manager
• The national operations manager will, where applicable, escalate to the chief executive
officer and executive leadership team
• Once the issue has been resolved, the operations manager will debrief with the national
operations manager and ensure all policies and procedures are reviewed and reflected upon
Camp Australia National Operations Policy Manual 2017 Page 137
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Camp Australia National Operations Policy Manual 2017 Page 138
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
QUALITY AREA 7: LEADERSHIP AND SERVICE MANAGEMENT
1. GOVERNANCE AND MANAGEMENT OF SERVICE
Child Enrolments
POLICY
All families attending a service with Camp Australia must complete an online enrolment form through
the Camp Australia Parent Portal before commencement of care. Any changes to family or child
details are the responsibility of the parent/other authorised person to ensure that Camp Australia has
accurate and up-to-date information. The educators at the service will ensure all child enrolment
information sheets are onsite and accessible to the educators during the operations of the service.
The child enrolment information sheets will then be stored in a locked location so they are
inaccessible at the end of each session.
STRATEGIES TO SUPPORT POLICY
• All parents/other authorised persons must have completed the online process to enrol their
child into a service with Camp Australia. Parents are required to complete this through the
Camp Australia Parent Portal before care is to commence for their child. Parents/other
authorised persons will be required to complete any other compulsory documentation to
ensure the care of their child
• The coordinator of the service must check that the attendance sheets reflect all the
enrolment information stored at the service
• The parent/other authorised person must read, check and confirm that all details on the child
enrolment information sheet is correct and sign the paper enrolment sheet. The coordinator
will then file the enrolment information at the service
• All details on the enrolment form must be completed in full
• Educators are required to complete the Camp Australia Safety Course located on the
Learning Management System (LMS), this will support their understanding of this process.
• All child enrolment information is confidential and will need to be locked with a key at the
end of each day
• This process will be documented in the service information folder for all educators that work
at the service
• Where there are any changes to a child’s details, the parent/other authorised person must
update this information using the Parent Portal
• The coordinator is required at the commencement of each year to have all parent/other
authorised person check the child enrolment information sheet to ensure all details are still
accurate
Camp Australia National Operations Policy Manual 2017 Page 139
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Child Attendance Records
POLICY
A child that attends a service must be signed in and signed out from each session by an authorised
person. Daily child attendance records are available at the entrance to the service and are accessible
to authorised personnel. Attendance records are to be kept on site and stored daily in a lockable safe
to protect children’s confidentially.
STRATEGIES TO SUPPORT POLICY
• The coordinator prior to the commencement of each session, will print the attendance sheet
for the day
• The coordinator must ensure that the attendance sheet is accurate and available for parents
to sign their child in and out of the service
• All attendance sheets must be completed in full by the adult signing each child in or out of
the service
• All educators are to complete the safety course located on the Learning Management
System (LMS) that provides detailed information on the collection of this information.
• There needs to be additional attendance sheets at the service if one or more schools utilise
the service
• At the end of each session, the coordinator will review the attendance sheet and ensure all
children have been signed in and out correctly
• The coordinator will file the completed attendance sheet at the service in a lockable space
• The coordinator must ensure that the attendance sheets are filed and stored appropriately at
the end of each day
• Each year, Camp Australia will collect all attendance sheets and file these at head office for
up to three (3) years as per the Department of Human Services requirements
Camp Australia National Operations Policy Manual 2017 Page 140
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Definition of Booking
POLICY
Camp Australia has clear guidelines and descriptions for parents/other authorised persons on the
difference between permanent and casual bookings or other related care options. This will ensure that
parents/other authorised persons have booked their child into the most suitable option for their needs.
Educators will support parents/other authorised persons where possible and direct further queries
through to the customer service team.
Permanent bookings involve an ongoing weekly or fortnightly cycle that repeats throughout the
period of a school term or more. The fee for a permanent booking is slightly less than the fee for a
casual booking
Casual Booking is available at any time up to the day of care. This is a booking outside of the normal
permanent bookings
Early finish times will be advised by the Camp Australia head office team. The service will operate
from the time that school finishes on that day through to the normal finish time of the after school
session. Additional charges will be incurred for these sessions
Curriculum Days will operate if the minimum attendance requirement of 20 is reached. This is
reviewed up to 48 hours beforehand to confirm if the service is to be opened. Additional charges will
be incurred for these sessions
STRATEGIES TO SUPPORT POLICY
• Parents need to make bookings through the Parent Portal or by contacting the Camp
Australia customer service team directly by phone or email
• Any family that has been granted a permanent/roster booking, which has been pre-approved
through head office, must make all bookings and cancellations through the Camp Australia
customer service team. In order to meet the criteria for this booking, families must provide
evidence from their employer that they are on a rotational work cycle and agree to the
booking and cancelling procedures for their account
• All bookings can be made online and the coordinator will receive an email and a mobile text
to advise of a late booking. The coordinator will then update the attendance sheet. Parents
are required to contact their child’s school to advise of the change to the booking
• Coordinators will answer any queries from parents/other authorised persons and encourage
parents to contact the customer service team for further support
• Coordinators will be familiar with the booking process for parents in order to assist with
minor queries, though the role of the coordinator is purely operational
• Should a coordinator be aware of an ongoing issue for a parent or a number of parents, the
regional manager should be contacted to investigate the issue further with the customer
service team
Camp Australia National Operations Policy Manual 2017 Page 141
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Cancellations of Booking
POLICY
To ensure the service maintains a safe and secure environment parents are asked to advise Camp
Australia head office of any cancellations of bookings for their child. Formal cancellation of a booking
will assist the operations of the service and allow opportunities for other families to utilise the service
where appropriate.
STRATEGIES TO SUPPORT POLICY
• Parents should advise the customer service team as soon as possible if their child will not
be attending any sessions with the service
• Seven (7) days’ notice is required to cancel any booking. When notified within this
timeframe, the charges for the service will not be applied
• When a child does not attend a session of care and the parent/other authorised person has
not provided the relevant time period for a cancellation, the usual fee will apply
• Notification of any cancellation must be made by the parent/other authorised person through
contacting the customer service team by email or phone
• All permanent cancellations to a child’s booking should be notified to the Camp Australia
customer service team
• All casual cancellations should be made using the Camp Australia Parent Portal or by
contacting the customer service team which will allow other families the opportunity to utilise
the service
Camp Australia National Operations Policy Manual 2017 Page 142
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Hours of Service Operation
POLICY
Camp Australia will endeavour to meet the needs of the school community and work in partnership
with individual schools to understand the hours of operation required at each service. The operating
hours will vary slightly between services, though the days of operation will be during the business
week from Monday to Friday.
STRATEGIES TO SUPPORT POLICY
• During the transition process the school, with support from the partnership manager, will
decide the most suitable hours of operation for Before and After School Care as well as
Holiday Club and any school curriculum days
• All relevant government bodies are to be advised of the service’s operating days and hours
• The service will display the hours of operation on site and on the Camp Australia website
and Parent Portal
• If a request to change the hours is needed, the school community and the school will be
consulted where appropriate
• The request for increased operating hours can be reviewed as deemed necessary by the
school and Camp Australia
Camp Australia National Operations Policy Manual 2017 Page 143
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Orientation Process
POLICY
Each individual service will provide an effective and individual orientation process for all newly
enrolled children and families. As it can be difficult to run a formal orientation program, parents/other
authorised persons are actively encouraged to visit the service prior to their child’s first session.
Should this also prove to be difficult it is the core responsibility of the coordinator to ensure that the
child’s first session in care is warm, fun and engaging.
STRATEGIES TO SUPPORT POLICY
• Before a child arrives at the service, the parent/other authorised person must ensure that
the online enrolment process has been completed in full
• The parent/other authorised person are actively encouraged to visit the service before the
child’s first session so that they are familiar with the staff and the process of arriving at the
service
• The child enrolment information details should be confirmed and signed off by the
parent/other authorised person
• The coordinator of the service must review the child enrolment information sheet and ensure
that all details have been provided prior to the child attending
• The coordinator must contact and speak with the parent/other authorised person to review
the information on the child’s enrolment sheet so that everyone is clear about expectations,
including any specific medical or, dietary requirements or behavioural concerns
• Where a child has not had the opportunity to visit the service or meet the educators, the
service will implement its own orientation process
• All non-school aged and foundation year level children will have an educator accompany
them between the service and the classroom. Until children and families feel comfortable to
travel independently, an educator will accompany them for the first six weeks of care.
Parents, the school and educators will be informed regarding this process
• The orientation process must be documented in the service information folder
• The orientation process, though varying between each service will consist of the following
actions:
o Any new child is welcomed and introduced by the educator
o A new child is provided with a ’buddy’ for support
o The child will be shown where to put their school bag, and will be shown the
bathroom and provided with a tour of the service space
o Implementation of the Better Buddies Program
• Educators will incorporate games and activities to encourage and support new friendships
• As the family arrives to collect their child from care, the coordinator will provide the family
with an update about how the child has settled into the service. It will also be an opportunity
to look at the service if the parent/other authorised person has not had the opportunity
previously.
Camp Australia National Operations Policy Manual 2017 Page 144
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Priority of Access/Waiting List
POLICY
Camp Australia works with the Government to ensure that all children have access to the before
school, after school and holiday club programs. Through stringent guidelines placed on service
providers, Camp Australia will meet the requirement outlined to support services and families. Each
service has been provided with a licensed capacity which supports the approved places for all child
care benefit rebates.
STRATEGIES TO SUPPORT POLICY
• The following criteria is the basis of priority of access where the demand for approved
places in an OSHC Service exceeds the limit which is in line with the Department of
Human Services
PRIORITIES:
First Priority: A child at risk or serious abuse and neglect
Second Priority: A child of a single parent who satisfies, or of where both parents
satisfy, the work/training/study test under Section 14 of the Family
Assistance Act
Third Priority: Any other child
Within these main categories priority should also be given to the following children:
1. Children in Aboriginal and Torres Strait Islander families
2. Children in families which include a disabled person
3. Children in families which include an individual whose adjusted taxable income
does not exceed the lower income threshold of $41,026, or whose partner is on
income support
4. Children in families from non–English speaking backgrounds
5. Children in socially isolated families
A child care service may require a priority 3 child to vacate a place to make room for a
child with a higher priority. A provider can only do this if:
1. A parent/other authorised person was notified when the child first entered care
that the service follows this policy
2. A parent/other authorised person was given at least 14 days’ notice of the need
for a child to vacate the service
• Parents are encouraged to support the guidelines set out by the Department of Human
Services
• Camp Australia will work closely with schools to ensure that there is adequate space
available to families should the service reach its capacity
• The coordinator, regional manager and the school review this process. If there is a need
for more places a request to the state departments will be submitted with sufficient space
to be provided by the school
• Access to a service may be denied for: an outstanding debt to Camp Australia; children
displaying behaviour that has potential to harm themselves, other children or educators;
and any Infectious diseases as per the National Disease Exclusion List
Camp Australia National Operations Policy Manual 2017 Page 145
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Equal Opportunity
POLICY
Camp Australia has an equal opportunity policy and welcomes families, educators and children
regardless of race, gender, sexuality, religion, political view, physical appearance, ability or
experience.
STRATEGIES TO SUPPORT POLICY
• All educators will provide children with opportunities to actively participate in any activity that
is safe and within the Camp Australia and the national quality framework requirements
• Parents are encouraged to be actively involved in supporting equal and fair opportunities for
the children in care
• Camp Australia will work closely with educators to provide equal opportunity for growth and
development
Camp Australia National Operations Policy Manual 2017 Page 146
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Fees
POLICY
Camp Australia will endeavour to provide OSHC fees that are affordable for parents/other authorised
persons whilst maintaining the financial viability of the service. Parents/other authorised persons are
responsible for providing relevant information (dates of birth and customer reference numbers) to
Camp Australia via the Camp Australia Parent Portal or through the customer service team to enable
them to receive government benefits.
STRATEGIES TO SUPPORT POLICY
• Camp Australia in its partnership with the school, will review the service fees annually (at a
minimum) to ensure the financial requirements of the service are being met. Key areas that
determine any change will be:
length of session
expected costs and expenses
financial viability of the program
• Any changes to fees or how fees are collected will be communicated to parents a minimum
of 14 days prior to the change. Details of changes will also be sent to the service via normal
communication channels
• All families are required to pay fees for the care of their children
• Fees are charged on a per session, per child basis
• Fees are charged for all booked sessions unless a cancellation is submitted to Camp
Australia within the required timeframe
Camp Australia National Operations Policy Manual 2017 Page 147
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Fee Collection
Camp Australia is responsible for the financial planning and management of the OSHC service. The
OSHC service will operate within the constraints of the financial budget.
STRATEGIES TO SUPPORT POLICY
• Our billing system is fully automated, and parents are sent a statement of usage every two
weeks via email or printed and posted to the nominated address on their account
• Statements issued cover all attendances, absences and payments on the account including
those for before and after school care and holiday club
• Statements contain details of a child's attendance, any rebates or payments made to Camp
Australia by the government and any payments parents have made
• For statements to be issued accurately, the service must complete all daily administration
tasks such as roll marking and adding additional children to the roll. This allows the
attendance information to be submitted to the government for calculation of benefits and
rebates
• If parents/other authorised persons have any questions relating to their child’s attendance,
when statements will be issued, or how to read a statement, they should telephone the
customer service team on 1300 105 343
• Camp Australia does not wish to exclude any parents/children from its OSHC services. If a
parent is experiencing financial hardship in relation to an account they should be referred to
the customer service team on 1300 105 343 and Camp Australia will attempt to
accommodate any special requirements
• We do not accept cash at the program. As the service runs outside school hours, it is
inappropriate and unsafe for the coordinator to handle cash on the premises
• All Camp Australia services must be paid via direct debit from a bank account or credit card.
• If payment is not made by the due date children may be excluded from the program until
payment is made in full
• Any changes to fees or how fees are collected will be communicated to parents a minimum
of 14 days prior to the change. Details of changes will also be sent to the service via normal
communication channels.
• Refer to the Camp Australia terms and conditions on the Camp Australia website.
Camp Australia National Operations Policy Manual 2017 Page 148
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
Supporting Children with Additional Needs
POLICY
Camp Australia believes in equal opportunity for all and welcomes families and children with
additional needs and/or differing abilities into services. Camp Australia will provide support to ensure
that all children receive the same quality of care and positive outcome from the program provided.
Having an effective Guidance Support Plan (GSP) in place is the first critical step to ensure that
children with additional needs and Educators are supported
STRATEGIES TO SUPPORT POLICY
• Camp Australia strongly recommends that families advise the educators of details of their
child’s additional needs to ensure that educators can provide a program that is inclusive of
the child. Additional needs may include:
1. Children with a disability including those undergoing assessment;
2. Aboriginal and Torres Strait Islander children;
3. Children from culturally and linguistically diverse backgrounds;
4. Children from a refugee or humanitarian background;
5. Children with serious medical condition(s);
6. Children presenting with language and speech delays; and/or
7. Children presenting with disruptive behaviour
• On collection of this information a Guidance Support Plan will be developed by the service in
consultation with the child’s family and the Educational Leader, to clearly identify the needs
of the child and the service’s support strategies.
• Educators are required to complete CA’s Guiding and Supporting Children LMS module
prior to developing a GSP. This course provides sample GSP’s and a list of suggested
barriers/strategies for educators to assist when developing a GSP.
• Guidance Support Plans are to be developed prior to the child’s attendance at the service,
this will ensure all strategies and support techniques are identified and are able to be
implemented on the child’s first day of attendance.
• When developing the GSP, educators can also request sensory resources to support the
child by completing the Sensory Resources Request Form as part of the GSP
• Educators submit the GSP signed by relevant parties to [email protected]
• The GSP will be assessed by Camp Australia’s Social Inclusion Team and feedback
provided to the Educational Leader (usually within 2-3 working days).
• In many cases, an effective GSP can increase the capacity and capability of educators
without the need for an Additional Funded Worker (AFW)
• Parents of children that have ongoing high-level additional needs may also apply for an
additional funded worker as part of the strategies to support the child integrate into the
program. Please note: The role of an AFW is not to provide 1:1 support
• Children with ongoing high-level additional needs e.g. requiring mobility assistance etc. may
also be provided with an Additional Funded Worker (AFW) to increase the educator to child
ratio and support the child integrate into the program.
• If an AFW is to be provided, the Educational Leader will be notified by the Social Inclusion
Team and will work in consultation with Camp Australia’s Workforce Planning Team to
facilitate this.
• Any AFWs will be provided and funded by Camp Australia.
• Guidance Support Plans are to be read by any new educator at the beginning of their shift to
ensure a consistent approach to supporting the child
Camp Australia National Operations Policy Manual 2017 Page 149
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
Camp Australia National Operations Policy Manual
• Guidance Support Plans are to be reviewed on a regular basis as identified in the Guidance
Support Plan template.
• Educators will review the Guidance Support Plan with the family, and Educational Leader to
make sure all areas are supportive of the child’s needs.
• When identified that a child has high-level additional needs that require additional support
that cannot be supported by the general service operations. The regional manager will
speak to the operations manager and national operations manager to seek further
information.
Camp Australia National Operations Policy Manual 2017 Page 150
©This document is the property of Camp Australia and is not to be reproduced in any form
Reviewed: October 2017 Version: 1.12
The words you are searching are inside this book. To get more targeted content, please make full-text search by clicking here.
National Operations Policy Manual 2017
Discover the best professional documents and content resources in AnyFlip Document Base.
Search