From 2 July 2018, there will be a new child care package which will replace the current Child Care Benefit (CCB) and Child Care Rebate (CCR) with a single payment called Child Care Subsidy (CCS). More information on the child care changes can be found here – https://www.education.gov.au/ChildCarePackage

These changes have driven the need for Helping Hands Network to review the capability of its current software system.

In addition to supporting these changes, the new system will give parents a better experience moving forward with increased features including the ability to digitally sign your child/ren in and out of sessions (replacing the paper copy attendance records), a specific smartphone app and more real-time reporting of your child/ren’s activities and learnings each day.

You will have an online account that will allow you to make/change bookings and view statements, giving you more control and access to your information.

You will be able to self-serve meaning that our in service team members can focus on caring for your children, ensuring they are having a safe and fun experience in-service, rather than staff having to focus on administrative tasks such as managing bookings.

You can book and manage your account online outside of our opening hours, and when it suits you.

You cannot make online bookings within 24 hours of After School Care or Before School Care and 5 days for Vacation Care. These late bookings can be made by calling your Service team – this will ensure we have enough staff to provide safe and quality care to your child/ren.

You will use a tablet device at the service to sign in and sign out your child/ren. You will need your mobile phone number to be registered in the system and we will assist to set you up with a unique PIN code. Once you are setup, it streamlines the process for picking up your child/ren. Digital sign-in and out will provide parents with a secure and fast process to record their child/ren’s attendance days and times.

You will have peace of mind knowing that our digital sign-in and out process will further improve the safety of the children in our care as only authorised people can sign-in and sign-out children, and that we will use a live online roll rather than using the old paper based roll.

Before Transition – Helping Hands Network is working hard to make sure that all details for all current enrolments (including all names and contact details for parents/guardians, all child information including allergies and any other specific records, all bookings and historical attendances) are transferred to the new system. Parents will be contacted in advance of the transition to ensure these details are accurate – you can take some time now to check and update these details as required.

During Transition – We will support parents with further information and details as we transition. These will occur over a weekend between February and end June 2018.

After Transition – All parents will be sent information on how to logon and navigate around the system.

We require the primary account holder to enter their payment information in the new system as soon as logon details are received. Due to the confidential nature of payment details, we are prohibited from moving this type of information from one system to another. Payment details are mandatory in order to keep your account active and your bookings in place.

At any stage we encourage our parents and/or guardians to contact us with any questions or concerns they may have.

We will communicate with all families as the transition for each service is planned, however Helping Hands Network is planning to transition all schools to the new software by the end of June 2018, before the government’s new child care package comes in on 2 July

Once you receive your logon details to the new system (called iParent Portal) you can start using the new system. Please refer to this quick reference guide on how to: logon, check your details, make bookings and enter/update your payment details.

No, all enrolments that are in the existing system will be transitioned to the new system – this includes any bookings that were existing at the time of transition. We do encourage all parents to take a few minutes to check that the data is accurate prior to transition. We will communicate with parents as their individual school is scheduled to transition.

If you need to change or add any information (e.g. add a new child or add new bookings) after your school has been transferred to the new system, this will need to be done in the new system. All access to the old system will be removed.

Helping Hands Network will be transitioning service by service, rather than by accounts, meaning we may have some situations where a family may be required to use the old/existing system AND the new system. We understand this may be confusing to manage and we will be on hand via 1300 612 462 or email accounts@helpinghandsnetwork.com.au to help our families as required.

*** The first time you either drop-off or pick-up your child/ren after the transition please bring with you your mobile phone. ***

We are replacing the manual sign in and sign form with a digital sign in and out process.

This digital sign in improves the safety of your child/ren in our care as it creates live rolls for us to perform head counts on. It also ensures when emergency contacts or other people are picking you child/ren up, then can only do so if they have been authorised by yourself.

Tablet devices located at the sign in/out location will provide parents with a secure and fast process to record their child/ren’s attendance days and times.

At your first sign in / out you (or the authorised pick up person) will be required to enter your phone number into the iCheck-in tablet and this will generate a PIN that can be reset and then used for each sign in/out.

A PIN is required for security purposes so that the correct parent/guardian signs out the correct child/ren.

Each guardian (and authorised pick up person) will be required to setup their own unique PIN.

Due to the Payment Card Industry Data Security Standards which we must comply to, we are prohibited from moving payment related information from one system to another.

Therefore, we require the primary account holder to enter their payment information in the new system as soon as logon details are received. Payment details are mandatory in order to keep your account active and your bookings in place.

To enter or/ update payment information please follow these steps:

1. Click the Login button at the top of this page

2. From the drop-down list select your Helping Hands service, then click Login

3. Click Log In as Existing User (if you have accessed your new account before) or/ Create New User (if you have not accessed your new account before)

4. Click on the Payments section in the navigation bar along the top of the page

5. Click on + Add a new Payment Detail

6. Fill in the required information in the pop up box and accept the terms & conditions before clicking Save

Once saved, your payment information will be added onto your account and all future debits will be processed against your preferred payment details.

Additionally, please watch this short video tutorial or read page 2 of this quick reference guide for detailed steps on how to enter or/ update your payment details.

If you have any queries or require further assistance, please feel free to call Customer Service and Billing Team on 1300 612 462 or email us at accounts@helpinghandsnetwork.com.au

Yes. When we move to this new online system, we will also be implementing some changes to our fees and billing process.

As a result of parent’s feedback we are excited to advise that we will also be adjusting our statements to only charge for previous attendances (i.e. billing in arrears instead of in advance.

A No-show surcharge of $5.00 will continue to be charged for children that have a booking and do not arrive for their scheduled session. Please assist our staff in letting them know if your child/ren will not be attending their booked session

Session fee will continue to be charged when bookings are received prior to our cut-off times. Cut-off times for ASC/BSC/Vacation Care are documented in the Key Information Sheet available at your service.

A late booking fee of $4.00 will be added, in the event that bookings are made within 24 hours for ASC and BSC, and 5 days for Vacation Care.

Late pickup fees may be charged at $1.00 per minute per child, down from $15 for the first 15 mins, then $1.00 per minute for the subsequent period.

From 2 July 2018, there will be a new child care package which will replace the current Child Care Benefit (CCB) and Child Care Rebate (CCR) with a single payment called Child Care Subsidy (CCS). More information on the child care changes can be found here – www.education.gov.au/childcarepackage

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