Overview

As you would be aware, on 2 July we transitioned to the Government’s new Child Care Subsidy (CCS) funding arrangement. You may notice some differences with your statements and charges.

Q1: Have the fees for Helping Hands Network Services changed?

A: The cost to attend Helping Hands Network Services has not changed, however your family’s CCS entitlements may not be the same as they were through the Child Care Benefit (CCB) and the Child Care Rebate (CCR), which may result in a different out of pocket expense for your family.

Q2: How will the Child Care Subsidy (CCS) be paid?

A: CCS will be paid directly to Helping Hands Network and we will pass this onto families as fee reductions. Families will pay Helping Hand Network the difference between the subsidy and fee charged. Families will need to complete an assessment for CCS when (or before) each child starts attending care.

Q3: What is a CWA?

A: Under the Government’s new CCS funding arrangement, a Complying Written Arrangement (CWA) is an ongoing agreement between an Early Childhood Education Centre (ECEC) service provider and a Parent/Guardian, to provide care in return for fees. A CWA is required to access CCS funding. You can view the status of your CWA via your myGov account.

Q4: Why am I being charged full fees?

A: There are a number of reasons a family might be charged full fees:

  • You have not started or fully completed your myGov assessment
  • You have declined to accept your CWA in myGov
  • Your household income is above $350 000 and are not entitled to CCS

Q5: I haven’t had an opportunity to complete the myGov assessment, will I be charged full fees?

A: Yes, you must complete your myGov assessment in order to access CCS entitlements. If you have an incomplete assessment please ensure that you:

  • Link your Centrelink account with your myGov account
  • Provide the correct CRN & DOB for both you and your child.
  • Ensure the correct parent/ guardian is the Account holder

Q6: I have been charged full fees, can this be reversed when I have completed by CCS eligibility through myGov?

A: Yes, CCS eligibility can be backdated up to 28 days prior to the date the parent’s CCS assessment was lodged or 2 July 2018, whichever is the later.

Any entitled fee changes will be applied and shown on the following statement.

Q7: My CWA has a Pending status, what do I need to do?  

A: A CWA with a Pending Eligibility or Pending Confirmation status requires the you to log on to your myGov account to complete your assessment. Once you have completed your assessment, CCS will be backdated to start of your CCS enrolment.

Until this is done, you will be charged full fees.

Q8: My CWA has a disputed status, what do I need to do? 

A: Helping Hands Network will resubmit your CWA and you will then need to confirm your details via your myGov account. However, until this is done you will be charged full fees.

Q9: My CWA has a rejected status, what do I need to do? 

A: If you rejected your CWA in error, contact our Customer Accounts and Billing Team on 1300 612 462 so we can resubmit the CWA. You will then need to confirm your details in your myGov account. Until this is done you will be charged full fees.

Q10: Will my Helping Hands Network Customer Account Statement look different?

A: Yes. As a result of the CCS changes introduced on 2 July your Customer Account Statement has also changed. Please click here for a quick reference guide that many assist you in reading your new statement (please note that the example provided is a sample statement only).

If you have any questions about your new statement please contact our Helping Hands Network Customer Accounts Billing team on 1300 612 462.

Helping Hands provides a wealth of programming choice, individually tailored to meet the expectations of schools and families. This tailored approach maximises the suitability and engagement of what we are delivering to children, families and the school
Using our online database of more than 5,000 structured, educational activities, combined with our programming tools, our service Coordinators select activities and prepare/publish a Weekly Activity Plan. The online system provides directives that all Coordinators follow, but it also allows for service-specific tailoring. This ensures that the Coordinator has enough flexibility to provide activities that the children really want. The service Coordinator includes the children’s ideas in programming as well, giving children ownership of their service.
Our comprehensive play spaces and choices for children include:

  • Art and craft area
  • Construction area – includes Lego, wooden blocks, marble run
  • Dramatic play, dress-up area
  • Board games area
  • Quiet area – includes bean bags and large cushions and books
  • Homework area

Helping Hands provides support and development opportunities for our team members, helping them to achieve formal qualifications by providing mentoring and study leave. We also pay team members to attend internal training courses, as well as covering the costs of most of the courses offered.
Helping Hands team members are qualified as per National Quality Framework and Legislated regulations and have demonstrated experience in working at Helping Hands services.
All team members employed by Helping Hands must provide the appropriate security checks before they are accepted. On employment, all team members must provide a copy of a valid Working with Children Check (WWCC), which we verify through the Department of Justice website.

To make a booking simply enrol online and once you have entered all your details you can book the sessions you need. You will need a valid credit card or bank account for direct debit.
Once you are enrolled most of your bookings should be made online. Online bookings can be made up until the day before the session you are trying to book. To book a session on the same day as the session, please call your program coordinator or our Customer Service and Billing Team on 1300 612 462.

Helping Hands caters for all children – including those with special needs, medical conditions or allergies.
Each medical condition is dealt with individually, with management plans developed for all allergies.

For before and after school care sessions we provide a healthy, tasty and nutritious selection of food for breakfast and afternoon tea.
The selection of breakfast food includes low-sugar cereals, wholemeal toast, water and fresh milk/soy milk, as well as daily selections such as pancakes, French toast, English muffins, fresh fruit and yoghurt.
The selection of afternoon tea food includes fresh fruit and vegetables, fresh milk/soy milk, and daily selections such as yoghurt, dried fruit, cheese, crackers, bread, sandwiches, soup, dips, pancakes, crumpets and water.

We actively encourage feedback. Every service has feedback or suggestion book, however we encourage direct dialogue with program coordinators and our staff. We also conduct a formal parent survey on a twice-yearly basis and use that information to ensure we are delivering on our promises.

We understand that in emergency situations you may be running late. We try and balance the needs of our families and the needs of our dedicated staff and therefore, Children collected after the closing time may be charged a late pick up fee.

Helping Hands Network parents and guardians can use iParent Portal to:

  • Self-manage child care bookings
  • View customer account statements
  • View current account balance
  • Manage payment details
  • View reminders and notifications
  • Manage account details

For instructions on how to navigate iParent Portal refer to this quick reference guide.

If you have any queries or require further assistance, please contact our Customer Service and Billing team on 1300 612 462.

Some parents/guardians require regular sessions of care for their child/ren and can book these simply as a weekly or fortnightly pattern by following the steps outlined in this quick reference guide. This is classed as a permanent or recurring booking and this information must be confirmed through your MyGov account to ensure you receive the correct Child Care Subsidy (CCS) to avoid paying full fees for your child(s) attendances.

Other parents may only want an occasional session of care with no regular days required. This information is also provided to MyGov however there are no booking patterns that are required to be confirmed.

If you have accidentally booked the wrong day or session type (e.g. Before School Care instead of After School Care) you will need to cancel the incorrect booking and then re-book the correct day or session type.

When cancelling, you have the option to cancel an individual booking or all bookings within a date range.

If you need to make cancellations for multiple children, you will need to make the cancellations for each child separately.

  • To cancel an individual booking, refer to these steps.
  • To cancel all bookings within a date range, refer to these steps.

If you have requested a booking for a particular day or session type and you cannot see the booking in your calendar view, then we have been unable to confirm this booking. This could be for a number of reasons including:

  • The day or session type is full, and we are unable to accept any more bookings
  • The day or session type is not available e.g. we will close Before School and After School care when we are running a Pupil Free Day or during Vacation Care. Please check the date(s) and if you are still experiencing issues please contact your Service Coordinator or call our Customer Service & Billing team on 1300 612 462.

If you have more than one child you will need to book each child separately. To make these bookings please follow the steps outlined in this quick reference guide.

There is a booking cut-off that will prevent parents/guardians being able to book online. Bookings can still be made within this cut-off period by contacting your Service Coordinator or call our Customer Service & Billing team on 1300 612 462.

Helping Hands is committed to providing the highest quality care for your children and this cut-off period is in place to ensure we have enough qualified staff rostered to meet our staff to child ratios, plus healthy snacks and food available for all children.

Our vacation care programs are filled with a range of fun and exciting activities to ensure your child/ren have a great time when attending Helping Hands. These activities include a range of incursions (activities done at the Helping Hands service), excursions (activities done away from the Helping Hands service) and normal in-service days.

When the vacation care program is finalised, we will send parents the flyer detailing the activities available on each day and any associated fees for the incursions and excursions. At this stage parents will be able to book the required/preferred days and activities.

If you are trying to make an online booking and you are receiving an error message or there is some other reason you can’t complete the booking online, please call our Customer Service & Billing team on 1300 612 462.

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