Terms and Conditions of Service

Definitions

Resident Parent/Caregiver: The parent/caregiver with who the children currently reside.

Visiting Parent: The parent/caregiver with who the children are visiting.

Court documents: Any formal documents, including but not limited to parenting orders, consent orders, interim orders, final orders, restraining orders, conduct agreements, undertakings.

Contact Plan: A plan sent to both parties detailing the visit times, days and meeting point locations. Arrival/departure procedures and case specific conditions are also noted on the document.

Contact Visit: A prearranged period of time in which a non-residential parent/caregiver spends time with their child/children.

New Client Intake and Assessment Interview: A formal interview process that seeks information that informs the requirements of the visits, the suitability of the service provider and ascertains the safety and wellbeing of all involved.

In order to proceed with any of the services provided by Gen Three Supervised Contact Services, each party shall acknowledge and accept the terms and conditions of our service as outlined below.

  1. Supervised contact visits and supervised handovers are services provided by Gen Three to enable your child/ren to spend time with a non-residential parent/caregiver, in a safe and neutral environment.
  2. The aim of the service is to facilitate child focused contact with a non-residential parent/caregiver in the home, community or a centre based location.
  3. Our primary responsibility is the wellbeing of the child/ren.
  4. Gen Three Supervised Contact Services is a reportable service provider. We adhere to mandatory reporting legislation defined in the Children and Community Services Act (2004).
  5. All information provided to Gen Three Supervised Contact Services and their nominated supervisors will be treated in accordance with our privacy policy.
  6. All new clients of Gen Three Supervised Contact Services must attend an intake interview to ascertain the suitability of our services for their particular needs.
  7. Copies of any formal court documents must be provided to Gen Three Supervised Contact Services on or before the new client intake interview. By accepting this agreement, you are agreeing to Gen Three Supervised Contact Services keeping copies of these documents securely on file for a maximum period of 8 years.
  8. Gen Three Supervised Contact Services acts in good faith and with utmost care to accommodate all parties wishes whilst honouring court orders when making visit arrangements.
  9. In the event an agreement cannot be reached between parties in regards to the times/days/meeting point location, Gen Three Supervised Contact Services will offer an alternate they deem a suitable option. If this too is not agreed upon, the parties will be referred back to their respective legal representatives for further direction.
  10. All contact sessions run to the times stated on the contact plans.
  11. Any requests for changes to the contact plan will attract fees and these will be borne by the party requesting the change. Changes to the plan require consent from both parties before they proceed. In the event the supervisor makes recommendations and the change is agreed upon by both parties, this will be without charge.
  12. All supervisors carry identification cards that identify them as a supervisor of Gen Three Supervised Contact Services. Supervisors are not required to provide you with their full name or any identifiable information beyond this identification.
  13. It is not the supervisor’s role to talk to you at length before, during or after visits. If there are immediate concerns in relation to your child/ren the supervisor will   take you aside to inform you, the case manager will also be informed.
  14. If there are other concerns and these are not immediate, the supervisor will inform the case manager who will contact you to discuss.
  15. Photographing and/or video and audio recording of supervisors is not permissible.
  16. Video and audio recording of the child/ren is not permissible during a contact visit. Photographs can be taken.
  17. A parent/caregiver cannot raise, request or inquire as to a report’s content, prior to it being written.
  18. The supervisor will text a confirmation to both parties 24 hours prior to the scheduled session. You must CONFIRM or CANCEL your attendance to secure the appointment. Failure to do so by 6pm the day prior to the visit may result in the visit being rescheduled. If you have difficulties meeting this due to limited phone access, please advise Gen Three Supervised Contact Services in writing so an alternate arrangement can be made.
  19. You must notify the Gen Three supervisor as soon as practically possible if you are going to arrive late for a contact visit to ensure no crossover with the other party.
  20. In the event the resident parent is late to arrive, the supervisor must be notified of this as soon as possible. If no notification is received, the supervisor reserves the right to cancel the session after a period of 15 minutes from the stated start time as directed on the contact plan. The resident parent will be responsible for the visit fees.
  21. In the event the visiting parent is late to arrive, the supervisor must be notified of this. If no notification is received, the supervisor reserves the right to cancel the session after a period of 15 minutes from the stated start time. The resident parent will then be called back early to collect the children. The visiting parent will responsible for the visit fees.
  22. In the event the children have not be collected from the meeting point after 15 minutes from the end of the time stated on the contact plan, and in the absence of the parent communicating this, Gen Three Supervised Contact Services will call the relevant authorities to attend to collect the children and locate the parent.
  23. If the supervisor arrives late to the visit, it will commence as per the arrival procedure as written on the contact plan. The duration of the visit subsequently will not be shortened and will begin on arrival of the supervisor at the meeting point location.
  24. Supervisor allocation is at the discretion of Gen Three Supervised Contact Services and is made in consideration of the case requirements.
  25. If your supervisor is not available due to illness or personal circumstances on your allocated day, Gen Three Supervised Contact Services will make every effort to allocate an alternative supervisor however this is subject to supervisor availability.
  26. If the child/ren are to be returned to anyone other than the residential parent, the Gen Three Case Manager must be advised in writing 24 hours prior to the commencement of any contact service. Failure to do so will result in the supervisor holding the children until the parent can be located. Fees will apply.
  27. Gen Three Supervised Contact Services reserves the right to withdraw their services. Abuse of supervisors will result in immediate termination of the visit and a subsequent review will be conducted to ascertain the suitability of ongoing service provision.