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Frequently Asked Questions

General Questions

What time do your Before and After School Care programs close?

Each service varies slightly to reflect community need; see the specific OSHC's webpage for centres specific hours. Most Before School Care Programs operate from 7.00am until the first school bell. Our After School Care programs start at the end of the school day and close between 6 pm and 6:30 pm, depending upon each school's requirements.

Will any food be provided?

Yes. In our OSHC program your child is provided with a healthy breakfast of toast and spreads, cereal, milk, juice, seasonal fruit and yogurt. Children are also offered afternoon tea with seasonal fruit.

Please inform us of any allergies or food preferences and we will make sure your child is catered for

On my child’s first day, will they be collected from class?

Your child will be collected by an educator on the first day, we then set up a buddy system to help your child come to OSHC

What will happen if my child forgets go to OSHC after school?

If your child hasn’t arrived at OSHC, we will make inquiries with the school and yourself to make sure your child is safe. We ask that you notify us of any absences.

What if my child doesn’t know anyone at OSHC?

We will set up a Buddy system for new children to give a sense of security and make friends.

Can my child do their homework

Working on homework tasks are encouraged. Our educators are able to assist and provide support for children completing projects and homework tasks.

Enrolments & Bookings

How do I enrol at the service?

Before your child attends any OSHC session you must enrol your child.

The quickest and easiest way to do this is through our online parent portal - My Family Lounge. Instructions can be found on the OSHC location homepage.

Alternatively to My Family Lounge, you can contact our OSHC Support Team (8200 2516).

How do I make a booking?

The quickest and easiest way to make a booking is through the My Family Lounge App or the customer portal (Sign In).

Alternatively to My Family Lounge, you can contact our OSHC Support Team (8200 2516) or talk to your Centre Director.

When is the Bookings and Administration Office open?

The OSHC Support Team are available Monday to Friday 9:30am to 5:00pm. You can leave a message or send an email at any time or contact your Centre Director before and after these times.

OSHC Support Team
(08) 8200 2516
0428 971 594

Do I need to re-enrol every year?

No. However, if there are any updates to your contact information, emergency contacts, account details or your child’s health, we need to know about it as soon as possible. You will be forwarded an annual reminder to let us know if there are any changes to your booking for the following year. The usual cancellation periods apply.

Can I claim Child Care Subsidy at your Service?

Yes, upon enrolment, you will provide us with your Customer Reference numbers, for both yourself and your child. You must also ensure that your child is registered at Centrelink for Child Care Subsidy. Once we let you know, you will need to go into the MyGov website to accept YMCA as your service provider.

We will submit your usage weekly, Centrelink will pay what you’re entitled to and you are responsible for the Gap fee. You will see this clearly marked on your statement.

I need to get my child into care today, how do I book them in?

You can book into care at any time up until the start of the session. Utilise the My Family Lounge App, or alternatively, call the OSHC Support Team. If your child is not aware that they will be attending After School Care, please also contact the school office and ask them to let your child and their teacher know. If there are no spaces available in the program you will be able to see that on the online portal.

My child has a medical condition. What documentation do I need to provide?

If your child has a medical condition such as asthma or anaphylaxis you need to speak to the coordinator of the program. You will need to provide a medical management plan signed by your child’s doctor. The coordinator will create a risk minimisation plan with you based on your child’s medical management plan that identifies and reduces risks to your child’s health while attending a program.

I am separated from my partner; can we have separate accounts for my child?

YMCA OSHC will work with you to find a solution to meet your needs. Each partner who has a separate financial responsibility for the child (or children) will require their own account/enrolment.

It is also important to note that YMCA Children’s Programs has strict requirements around signing children in and out of a service. Specifically authorised adults are only permitted to leave with their child if safety, parental wishes, and custody requirements are adhered to.

Custody arrangements are in place, how can I ensure these are adhered to?

To ensure your child's care is appropriately managed, we will require a copy of any applicable Court Orders, parenting orders or parenting plans. We will review the information and the documents will be attached to the child's records. All information is treated confidentially and with sensitivity.

If there are any changes, we ask that you notify us promptly. Where a court order, parenting order or parenting plan has been provided, we will ensure all necessary educators are aware the orders are in place. If an attempt is made to breach orders, the parent/guardian with custody entitlements will be contacted immediately. The police will also be called.

Costs, Payments and Statements

Do you charge by the hour or session?

YMCA OSHC provides session-based care across all programs. The fee is set with the total duration of each session considered.

What is the charge for my child to attend?

Each service is unique and the fees reflect the needs of the local community. Information on your specific Centre can be found on their webpage. Still have a query? Call our OSHC Support Team on 8200 2516.

All YMCA Children’s Programs are eligible for the Child Care Subsidy. These reduce the cost of child care and are available to a lot parents. Call the Family Assistance Office on 13 61 50 to find out more.

Are there any other fees that I may incur at the service?

Hat fee - we charge $12 for a YMCA labelled hat for your child to use at the service to ensure sun safety and increased visibility for supervision.

Late Fee - if you are late picking up your child we charge $15 per 15 minute increments after the service specified closing time.

Non-notification fee - a $10 Non-notification fee is charge if a child fails to turn up at the meeting point or at the service and a staff member is required to locate the child.

Short Notice Fee - Booking well in advance helps us to staff accordingly. To encourage bookings in advance a small surcharge of $3 is added to bookings made on short notice. The Short Notice Fee is added to Before/After School Care bookings made within 48 hours prior to the service being delivered. The surcharge is applied to Vacation Care bookings made within 2 weeks of the start of the Vacation Care program.

Direct Debit - All bookings are set up for auto payment on direct debit from a bank account or credit card. Paying by credit card incurs a .79% surcharge.

How do I pay?

All enrolments include information about your preferred account for direct debit payments. Account payments are processed by direct debit weekly, unless you make alternate arrangements.

Regardless of these arrangements, direct debit information is required prior to the commencement of care.

When will payments be debited from my account?

Fees are charged one week in advance and care may not be provided if the fees are not received prior to care.

How do I view my statement?

A statement of attendances and fees will be emailed to you each week your child is in care. You can also email OSHC Support Team if you require a statement outside this period. Remember to provide your child’s full name and the centre they attend in the email.

Before we send your statement, we first verify your child's attendance at the program, and then submit the relevant information to the Federal Government for calculation of your subsidies. Once these reductions have been confirmed, your statement is issued. This ensures all applicable fee reductions and discounts provided by the Government can be applied.

How do Vacation Care bookings and fees work?

You will receive a Vacation Care program and Booking Form in Week 6 each term.

We ask all fees for Vacation Care to be paid prior to use. You can arrange to pay upfront or in a payment plan in the weeks prior to Vac Care.

Changes will be accepted up until 2 weeks prior to the beginning of Vacation Care with no charge.

What is your cancellation policy?

Before/After School Care: Cancellations received up to 48 hours prior to care receive a full refund. Cancellation received with less than 48 hours are charged full fee.

Vacation Care: Cancellations made greater than 2 weeks prior to the session date will receive a full refund. Cancellations made within 2 weeks of the session date are charged full fee.

*No fees will be charged if a medical certificate is provided within 5 business days of the missed service.