FAQ

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Table of Contents

Child Safety & Safeguarding

We follow the National Principles for Child Safe Organisations, which includes clear guidelines on supervision, professional conduct, reporting procedures, and staff training. A full version of our policy has been placed on storypark for all to read.

Yes, our curriculum incorporates age-appropriate learning on body safety, consent, and boundaries, aligned with the Early Years Learning Framework and relevant child safety guidelines. For the past few years we have had brave hearts attend the service to deliver this curriculum.

For more information families can visit: Welcome to Bravehearts

Indirectly, yes, we believe our team are highly skilled professionals who are trustworthy and capable of performing their job without additional supervision. In rooms where nappy changing occurs, ratios are deigned where there should always be a minimum of 2 team members at any one time. Our facilities are also purposefully designed with large windows for viewing to ensure other team members have the ability to have visual contact at all times.are in place (open doors, visibility, regular checks) to ensure transparency and child protection.

Indirectly, yes, we believe our team are highly skilled professionals who are trustworthy and capable of performing their job without additional supervision. In rooms where nappy changing occurs, ratios are designed where there should always be a minimum of 2 team members at any one time. Our facilities are also purposefully designed with large windows for viewing to ensure other team members have the ability to have visual contact at all times.

Any allegation is taken seriously. We follow a transparent process involving immediate reporting to management, documentation, parental notification, and liaison with regulatory bodies as required. – Reportable Conduct Policy has been added to Storypark

We are committed to transparency but also respect privacy. If there have been reportable incidents, they are handled according to law and communicated with involved families as appropriate.

We can confirm we have had no substantiated allegations.

CCTV, Security & Device Use

CCTV is in use across Happy Hippo.

Brunswick:

  • CCTV at all entry and exit points
  • CCTV in all indoor common areas
  • CCTV in all learning rooms
  • No CCTV in bathrooms or outdoor yards

Lovely Banks:

  • CCTV at all entry and exit points
  • CCTV in all indoor common areas
  • CCTV in all learning rooms
  • CCTV in all outdoor areas
  • No CCTV in bathrooms

Pending enhancements: Currently reviewing replacing still cameras with 360 live view, real time tracking and AI detection with Cloud Storage.

No. Staff are not permitted to use personal phones in learning environments.

Pending enhancements: Upgrade all phones within Happy Hippo, purchase additional phones for excursions and out and about programs (with restricted apps and access. Exclusion of  smart watches, laptops and i-pads. ETA September 1st 2025

Staffing, Vetting, and Training

All staff, including casual and agency workers, undergo a thorough recruitment process:

  • Formal Early Childhood Qualifications (including the reputation of the Institution where the certificate was obtained)
  • Work History and length of previous employment terms
  • Minimum two reference checks, one of which must come from a registered childcare centre email (reference checks are obtained via email not via phone)
  • We also do social media research, where possible

Checks are verified upon hiring. WWCC are checked manually every quarter by the service leader. Staff must notify us immediately of any changes to their legal status.

Yes, we use casual staff as needed. All receive induction training, supervision, and are briefed on daily routines and safeguarding expectations. In the past 12 months we have used our own casual pool, instead of agency employees.

All employees, students, and volunteers must complete ‘Protecting Children: Mandatory Reporting’ from the Victoria Government website. This must be updated annually and always be current to be allocated shift

Qualifications:

  • Certificate III in Early Childhood Education and Care
  • Diploma of Early Childhood Education and Care
  • Bachelor of Teaching Early Childhood Education and Care
  • Graduate Diploma of Teaching Early Childhood Education and Care

Additional Qualifications / Training – Annually completed

  • First Aid, CPR
  • Mandatory Reporting
  • Food Safety
  • Sunsmart

Yes, our team structure includes lead educators, centre managers, and regular team meetings. Staff are encouraged to voice any concerns confidentially and supportively.

All staff receive annual mandatory training in child protection, behaviour management, and safeguarding. Additional sessions focus on emotional wellbeing, privacy, and professional conduct.

Ratios, Overcrowding, and Room Transitions

We strictly follow National Quality Standards for ratios. In case of illness or absence, casual staff or internal floaters are used to maintain ratios. Rooms are never left understaffed.

Documentation, Planning, and Communication

We follow a documented incident reporting process. Parents are contacted the same day via Storypark or in person, depending on the nature of the incident. We are in the process of transitioning to a new platform 1place. Due to the recent impact to our sector in relation to child safety, the roll out has been a little delayed.

Leadership, Turnover & Management

The sector faces nationwide staffing challenges. We are investing in wellbeing initiatives, leadership training, and mentoring programs to improve job satisfaction and retention. We also pride ourselves on ensuring all team members are working with best practice and unfortunately there are often times where new hires are unsuccessful for a variety of reasons.

Brunswick remains a flagship centre. Leadership continuity, dedicated staff, and ongoing investment ensure the quality and focus remain strong as we grow. We have an external team dedicated to opening new services.

We acknowledge recent changes and are working toward stabilising leadership through development pathways and clearer succession planning.

Concerns, Complaints & Feedback

Concerns can be raised with the Centre Manager, via email, or through our feedback form. Staff concerns follow an internal HR escalation pathway. All concerns are documented and followed up transparently. Each service has a complaints process available in the main foyer

We notify relevant families if their child or room is involved, and outcomes are shared when appropriate. Confidentiality is strictly maintained throughout.

We are happy to record sessions upon request to ensure transparency and accessibility for families who can’t attend.