FAQs

This will all depend on you and the other party. We only require our clients to complete both intake forms and return this with their ID and any court orders (if available). Both parties will then need to complete their one-hour intake interview (over the phone). From there we set everything up.

If both parties are quick in booking their intake interview and sending through their documents, we can have everything set up within a week. 

We will keep you updated along the way. Once both parties have completed their intake process, you will receive your first confirmation email attached with your, summary sheet, designated worker profile, maps of any entry and exit point and our tips for a great visit. 

This is best discussed with your legal team. We cannot provide any legal advice at any time so we are unsure as to how long you will need supervision. We will continue to provide the services needed until you no longer require us.  

Because we are strong believers that all children should have that familiarity with their supervisor. This creates an extra layer of comfort for them. We will always have a backup worker (in case your designated worker is unavailable). Our clients will always be made aware if any changes occur.

(Please note this may not apply to visitations booked by caseworkers)

A meet and greet is when your designated worker comes out and meets the child/ren and unsupervised parent. This time is designed for the child/ren to start building a rapport with their worker. We want the children to understand that their workers are always there for them. 

We try to get to know the children’s interests and have fun with them during this time.

Each family has a complimentary meet & greet that can be conducted either:

- Virtually.

- 30 minutes prior to your first visit.

We do have a fee if a meet and greet is conducted on a separate day face-to-face. Depending on the situation, this can be done at the child/ren’s residential address or at the location where the first visit will occur.

We highly recommend this for a child who may be feeling nervous about their first visit. We would also highly recommend this if a child/ren has not seen the supervised parent for a long time. 

A supervised visit is when a child/ren spends time with their other parent or a family member within a safe and controlled environment. 

A supervised changeover is when we transfer the children from one parent to the other. There are three options for changeovers. These are:

• We can drive the children from one parent to the other
• We can walk the children from one parent to the other to avoid any crossovers between the parents 
• We can supervise both parents as they pick up/drop off their child/ren

We will read your orders and discuss this with you so we can determine what is the best option for both the parent and child/ren.

Yes, you can. Some of our clients have an agreement between each other to use our services. We do however need both parties to be happy to use our services prior to commencing the intake process. 

No, you do not. At times our clients may have Apprehensive Violence and/or Domestic orders where we would need to make sure no crossovers occur. Sometimes clients would just prefer not to see the other party. In this case, we organise waiting bays for our clients and provide them with maps of where they should park and/or enter a location. 

All rules are highlighted in our Service Agreement. We will run through some rules with you during your intake interview and explain why we have them in place. There are about 4 things that will differ between each family. This will be explained to you during your interview as well. 

Yes, we do! We can offer transportation to and from the contact/changeover supervision. We make sure we are staying safe on the road and provide Australia approved car seats if required. 

We have a maximum of three per staff. However please note each family differs. We will need to assess the current situation and determine if two workers may be needed for three children. At times, children may have medical conditions where two workers are required for three children. 

We are community-based. This means we use locations within the community. Any location used needs to be agreed upon by both parties. We want the children to feel very comfortable, so we recommend picking locations that they love. For example, play centres, libraries, parks, museums, Zoo's, etc. 

We need to make sure the location is safe, and our service needs to run through our risk assessment to make sure the location ticks all the boxes. 

Even though we may have staff who are qualified as therapist, as a supervisor we do not provide any therapeutic approach at any time. We are here to observe objectively and neutrally as to what occurred during supervision. 

As a service, we are all about rebuilding the relationship between the child/ren and the supervised parent. We want the children to always have a fun and happy time. We do however understand this may not be the case at times. 

We have a 15-minute buffer that will be explained to you during your intake interview. This has been created to assist and support the child/ren. In some instances, we may need to use our 15-minute buffer. 

Yes, you can. We just need both parties to agree to this. Please remember a new location takes time to set up. We need to run our risk assessment and set up waiting bays (if needed). 

We need to always follow the court orders or agreements. If additional people would like to attend the visitation, we need both parties to agree to any additional attendee. 

For every service there is a report attached to it. These are mandatory. 

Both parties receive them. We want everyone to be always on the same page. You can pick if you would like it to be sent to just yourself, your legal team or to both. We will discuss this during your intake interview. 

We are all trained to provide clear and objective reports with no opinion, highlighting what occurred during our time supervising. 

We charge cancellation fees to the person who is responsible of paying the service. This would be highlighted in the court orders or in the agreement made between both parties.

We ask our clients to please provide notice, where possible, of any service cancellation with reasons for non-attendance. Fees are forfeited when a visitation is cancelled on the same day or after 5pm the previous weekday/business day. Saturday, Sunday and Monday cancellations must be received by Friday 5pm, otherwise a minimum three-hour cancellation fee is charged. This fee is charged to the paying party specified in the Court Orders and/or agreement.  

It takes time to organise your designated worker and they have set aside this time to service you. Our staff would need to be paid for their time if any services have been cancelled without sufficient notice. 

Your service would need to be paid prior to the service occurring. Due to past experience, we have unfortunately had to become strict regarding this. No service will be booked unless the service has been paid for. 

All confirmation emails will be sent around 3 business days prior to the service. The service would need to be paid 48 hours prior to the visit occurring. 

No. We do not charge for our staff to arrive to the visit location. The only transportation we charge is when the child/ren is in our vehicle.