Frequently asked questions 

Find answers to common questions around our Before and After School Care programs, including enrolment, fees and payment, arrival and pick-up, and care and safety.


Fees and payment

  • Can I get the Child Care Subsidy for your Before and After School Care program?

    Yes, our Before and After School Care service qualifies for the Federal Government's Child Care Subsidy (CCS). This may reduce your child care fees if your family is eligible for CCS support and additional funding.

    A minimum of six weeks' notice is required to start a CCS application process. If you're eligible and have been approved by the government, you'll see the subsidy applied on the statement we send you. You will only need to pay the gap fee difference.

    Read our guide to the Child Care Subsidy for more information on how it works.

  • How do I pay for my Before and After School Care booking?

    All payments for Before and After School Care programs are made by direct debit. We do not accept cash or any payments at our sites.

    Your payments will be direct debited from your nominated account in advance for the upcoming fortnight. You'll receive your statement every fortnight on a Monday and the direct debit is processed on a Thursday.

    You must ensure that your billing information is uploaded when you enrol, otherwise your bookings will be cancelled and your child will not be able to attend Before and After School Care. If you need to check, please sign in to My Family Lounge and update your billing information.

    Learn more about our payment processes.

Arrival and pick-up

  • When should I drop off or pick up my child?

    Each of our Before and After School Care programs have their own opening and closing times. You can view the session times for your location

    These session times have been organised in consultation with the school where the service is based in order to best meet the needs of the local community.

  • What if I'm running late to pick up my child?

    Late collection can be stressful for you and your child so please ensure you pick your child up on time.

    If you are running late and can't collect your child by the end of the session / closing time, please call your OSHC Coordinator to let them know. Rest easy, two of our OSHC Coordinators will stay with your child until they are collected. 

    If you can't collect your child, please arrange for someone else to do so and notify the service as soon as possible.

    Please note that the names and contact numbers of all people authorised to collect your child must be included in the child’s enrolment record.

    Any changes to these details must be updated in My Family Lounge. The person collecting your child will also need to provide photo ID such as a current driver’s licence when they collect your child.

    If your child isn't collected by the end of the session / closing time, a late fee of $2.00 per minute may be charged. If we haven't heard from you, we'll attempt to contact you by phone. If we can't reach you we'll try to contact your nominated emergency person (or people). If no contact has been made 30 to 45 minutes after closing time, the local police will be called.

    You can find more information about this in our Delivery and Collection of Children procedure.


Care and safety

  • What are your safeguarding children and quality standards?

    Nothing is more important than the safety and wellbeing of children and young people. We all have an obligation to do the best we can to keep children safe from harm and abuse, which is why we embed child-safe practices into everything we do.

    We abide by the 11 Child Safe Standards set by the Commission for Children and Young People, and our program and procedures have been independently reviewed by the Australian Childhood Foundation.

    We also aim to exceed the National Quality Framework (NQF) in our everyday practice. The NQF governs all early childhood and school-aged education and care services in Australia and ensures all services operate to a high standard.

    Find out more about our safeguarding children and quality standards and the policies we have in place to ensure the safety of your child. You can find information specific to our early learning services in our family handbook.

  • What if my child has a medical condition or allergy?

    If your child has an allergy, chronic illness or other medical condition, you must make sure this information is included in your child's enrolment record.

    Your child's doctor must also prepare a medical management plan, which you'll need to provide to us. We'll also work with you to develop an individual risk minimisation plan for your child. All staff will be informed of your child's requirements and the medical management plan and risk minimisation plan will be available for all staff to view.

    To ensure the health and wellbeing of your child, you'll need to provide any medication or equipment identified in the medical management plan to us before your child can attend. If our educators need any special training to assist them in the daily care of your child, this must also be arranged before your child starts at the service.

    It's important that medical management plans are kept up to date. Make sure you review your child's plan with their doctor each year and inform us of any changes.

  • What if my child needs medical support?

    If your child needs medical support during the program your OSHC Coordinator will help you to complete the following documents:

    • in-date action plan signed by a doctor;
    • completed YMCA Medical Authorisation (only if medication is required at the program);
    • medication in the original packaging, labelled and in date;
    • risk assessment to support your child at the program.

    Your OSHC Coordinator will supply these documents.

    Please arrive five to 10 minutes early on your child’s first day at the program as you may need to sign additional paperwork.

    Contact your OSHC Coordinator directly to discuss your child's needs further.

  • What is the staff to student ratio?
    We operate all of our services in line with government requirements for educator to child ratios. For our Before and After School Care programs, we have a minimum of two staff supervising children at all times.

  • How do you deal with behavioural issues?
    We always promote positive and respectful behaviour. If you have strategies in place that will help your child have a great day, please contact your OSHC Coordinator at least six weeks in advance. This will ensure we can create the best environment for your child and organise suitable resources to support them.

Contact and location