National Care Standards For Childcare Agencies

1-2 Before using the service

1 Information about the childcare agency
2 Agreeing the service

Before using the service

As a service user you must have proper information about the childcare agency to help you reach a decision about using the service. You can expect the information which is provided for you by the agency to be up to date and reliable, in a format and language that you can easily understand and keep.

Before agreeing the service you can be confident that the childcare agency will provide you with information which shows that it has policies and procedures in place, which take account of relevant legislation and guidelines. You must also be made aware of what would happen if the childcare agency were to close, or if there was an emergency that changed the way the service was delivered or prevented the service from being delivered.

Information about the childcare agency

Standard 1

You receive full information about the childcare agency and the services that it provides.

1 You have an information pack which is well presented and in a language and format that is easy to understand. The information includes:

• the aims of the childcare agency;
• who it is for;
• confirmation that the agency is registered with the Care Commission;
• the level and type of service that can be provided, this may include a procedure for emergency requests;
• contact names and phone numbers, including, where appropriate, 24-hour contact information;
• the charging policy, any service costs and any contractual arrangements;
• information on the agency's other policies and how you can access them. These should include:
  • child protection;
  • health and safety, infection control and child health;
  • confidentiality;
  • managing risk and recording and reporting accidents and incidents;
  • recruitment and selection procedures for childcarers, including
  • volunteers;
  • comments, suggestions and complaints;
  • equal opportunities;
    • smoking, alcohol and substance use or misuse;
    • 'whistle-blowing';
    • outings;
    • harassment and bullying; and
    • racial equality. ¹

2 You can ask to see and be given a copy of the most recent Care Commission inspection report on the childcare agency. Reports are also available from the Care Commission direct ( see Annex B for address details).

Agreeing the service

Standard 2

You will receive a written service agreement that clearly defines the service provided to meet your needs. This will set out the terms and conditions including payment arrangements, if appropriate, and arrangements for changing or ending the agreement.

1 You will be fully involved with the childcare agency in developing a written agreement, and in any later reviews.

2 You will receive a copy of this agreement in a language and format that you can understand. It will be signed and dated by both you and a representative of the childcare agency.

3 Your written agreement will include details about:

• your rights and responsibilities as someone using the service;
• communication arrangements between you and the childcare agency;
• who will receive copies of the written agreement and any later reviews;
• any fees that may be charged and the payment arrangements;
• appropriate insurance arrangements covering employers or public liability or both;
• how to vary or end the agreement;
• how and when the childcare agency will inform you if it can no longer provide the service;
• arrangements that will be made if the childcare agency closes or there is a change of ownership; and
• arrangements that the agency will make for sickness cover or other staff emergencies.