FAMILY LINK SERVICE
SOME OF THE MOST COMMON QUESTIONS WE GET ASKED
WHAT IS THE BEST WAY TO CONTACT FLS BEFORE I REGISTER?
If you have questions or concerns that have not been addressed by our website, you may contact us directly on support@familylinkservice.com.au for more information or to request a call, as necessary.
We recommend that you complete and submit the application form to avoid any delays in enlisting our services and then send us an email if you have any further questions.
As a no-frills service, we understand that our service is not for everyone. However, be assured that once your application form has been processed, you will be personally contacted by one of our representatives to discuss your matter and develop a personal plan to move forward - with a real person!
WHEN DO I HAVE TO PRE-PAY THE INVOICE FOR CONTACT TO PROCEED?
All invoices need to be paid and recieved 48 hours before a scheduled session. If payment is not received in advance, the session will be cancelled. If there is any dispute in relation to make up time arrangements, these need to be discussed directly with the parties' solicitors.
If supervised time occurs at a venue that requires an entry fee, the contact parent is required to pay all entry fees including that of the FLS supervisor. This cost will not be covered by FLS.
WHAT AM I ALLOWED TO DISCUSS WITH MY CHILD FOR SUPERVISION?
We recommend that you have a simple and matter of fact discussion with your child about supervised time. Please inform your child of basic details of the arrangement with FLS and prepare them for time to be spent with the other parent (ideally in conjunction with therapeutic support serviceS).
It goes without saying that you should not talk to your child about your feelings toward your ex-partner, your concerns regarding personal finances or your concerns regarding family law proceedings.
If you are still unsure about what to say to your child, we recommend that you speak to your solicitor or a counsellor regarding how to speak with your child about topics relating to supervised time and spending time with the other parent.
WHAT ACTIVITIES ARE PERMITTED DURING SUPERVISED CONTACT?
The supervised parent should discuss with FLS staff and arrange for age-appropriate activities and/ or venues that are consistent with the interests of the relevant child and the requirements of supervision required for their particular circumstances.
All activities should be negotiated with FLS staff prior to supervised time occuring, with consideration of the age of the children and the suitability of the proposed location and activities. The activities and location will ultimately be determined by the supervisor and may involve a playground, a personal residence or an entertainment venue.
WHERE DOES SUPERVISED CONTACT OCCUR WITH MY CHILD?
As an outreach service, the FLS will facilitate and directly supervise contact visits between parents and their children in neutral locations. All decisions will be determined with consideration of the Court Orders, the location of both parents and the circumstances of each family.
All times will be facilitated at a community venue, a parent's home or a location agred between the parents based upon the best interests of the children. It is recommended that the first supervised contact arrangement occurs at a community location, such as a children’s play centre.
WHAT IF MY CHILD REFUSES TO PARTICIPATE IN SUPERVISED TIME?
It is the responsibility of the primary parent to bring the child/children to the agreed location for supervised time. It is not the supervisor's role to attend the resident parent’s car or home to negotiate with the child to attend.
In the event of refusal or where a supervised contact session ends earlier than planned, the standard fee will still be paid by each parent. If the child is sick, the supervised time is cancelled and a valid doctor's certificate is provided, the full service fee may be waived by FLS.
WHO IS RESPONSIBLE FOR THE CHILD DURING SUPERVISED CONTACT?
The parent who has the care of the child is the one who is responsible for the child/children subject to any Court Order. This is subject to any prior agreements between the parents as to who will be responsible for any food, medication, clothing, car seats and so forth.
The primary parent will have responsibility until the visiting parent arrives to take responsibility of the child/ren. This responsibility includes food, medication, clothing and other issues discussed with the supervisors during intake. FLS staff will temporarily take responsibility for the child/ children during changeovers.
In the event of an emergency, including an assault, abduction or other danger, our supervisors will contact 000 and engage with emergency services accordingly.
WILL THE SUPERVISOR TELL ME WHAT HAPPENED WITH MY EX-?
Based on individual circumstances, the supervisor may provide factual feedback about the contact visit to either parent. Alternately, the parties may request copies of the observational reports for more detailed information regarding what occured during the supervised visits.
The information given is to be in relation to the contact experience of the child and not with respect to the other parent. FLS is a professional service which is not interested in exaggerating any pre-existing conflicts between parents.
WHEN WILL FLS SUSPEND OR CANCEL A CONTACT SERVICE?
FLS will suspend services if the visits are too stressful or traumatic for the child, the safety requirements cannot be effectively managed or one or both of the parties have failed to comply with the rules of the service as agreed.
The decision to suspend or cease providing a service to clients will be made on the recommendation of the relevant supervisor where all parties will be advised promptly on the reasons for the cancellation or suspension of the service.
WHY ARE SUPERVISED CONTACT SERVICES SO EXPENSIVE?
While many efforts are undertaken to streamline processes and improve efficiencies, we have to pay our staff award rates for supervised contact to occur.
Supervised child contact services require a staff of trained professionals, including supervisors, support workers, and administrative staff. These professionals need to be paid for their time and expertise, which can add to the cost of the service.
Like any business, child contact services also have overhead costs such as rent, utilities, insurance, and other expenses. These costs must be covered in order for the service to be sustainable.
When training, qualifications and service risk factors are taken into account, it is difficult to engage & retain supervisors without paying them a fair wage. A significant portion of the fees that we charge are paid in wages to our qualified, professional and experienced staff.
DOES FLS MEDIATE PARENTING PLANS IF THERE IS A DISAGREEMENT?
FLS staff will seek to arrange intake sessions for both parents and arrange times pursuant to Court Orders. Such arrangements should not be controversial, where both parents shall engage with FLS by agreement, by Court Order or at the direction of their family law solicitor.
In the event that FLS supervisors are required to undertake excessive phone calls and text messages, FLS reserves the right to incur further administrative fees to be paid before further supervision occurs.
it is not the role of FLS to negotiate parenting arrangements, especially where there is continuing disagreements. In the event of disagreement as to parenting arrangements, FLS will encourage parties to speak directly with their legal representatives for further negotiations.