FAMILY LINK SERVICE
OUR SERVICE AGREEMENT
FLS Terms & Conditions of Service
We have publicly provided our comprehensive terms and conditions here for you to review and understand. We ask that you review these terms before proceeding to register with our service to ensure your understanding of how we operate and what you can expect from our service.
Your Supervised Contact Visit
The service is intended to provide a safe and neutral environment for children to visit with a parent or other family member. The service is not responsible for the actions or behavior of the visiting parent or family member. The service will provide supervision during the designated contact times and will not be responsible for the care or well-being of the children outside of those times.
The contact supervisor is responsible for providing supervision during the designated contact times and for ensuring the safety and well-being of the children.
Ensuring the Safety of All Parties
Both the parent or individual with whom the children are having contact and the children are expected to behave in a respectful and appropriate manner during the contact sessions. Any behavior that is deemed unsafe or inappropriate may result in immediate termination of the contact session or the termination of the service.
The parent or individual with whom the children are having contact is responsible for the care and well-being of the children during the designated contact times. The supervisor will intervene if necessary for the safety of the children, but will not be responsible for the children's care or well-being.
Mutual Respect & Non-Denigration
The parent or individual with whom the children are having contact must treat the children, the supervisor, and any other parties involved with respect at all times. The supervisor will treat the children, the parent or individual with whom the children are having contact, and any other parties involved with respect at all times. Any inappropriate or disrespectful behavior by a party will not be tolerated and may result in the immediate termination of the contact session or the termination of the service.
The parent or individual with whom the children are having contact must not make any negative or harmful comments about the other party or make reference to the family law proceedings in front of the children. The supervisor will not tolerate any negative or harmful comments about a party in front of the children and may immediately terminate the contact session if necessary. The supervisor will report any incidents of negative or harmful comments to management and the appropriate authorities, as necessary.
Cancellation of Services
The service may be terminated by FLS due to a failure to pay the nominated fees 72 hours before the scheduled time or with advance (more than 72 hours) notice. The service may also be terminated immediately if the supervisor determines that it is necessary for the safety of the children.
Location & Activities During Supervised Time
The contact sessions will take place at the designated location agreed upon by the parties involved or otherwise as directed by FLS. The parent or individual with whom the children are having contact is responsible for transportation to and from the designated location. The supervisor will not leave the designated location with the children.
The activities during the contact sessions will be appropriate for the age and abilities of the children, where supervision will initially be conducted at a play centre, a fast food restaurant or other public facility. The supervisor will not participate in or consent to any activities that may put the children at risk of injury.
Medication, Alcohol & Drugs
The parent or individual with whom the children are having contact is responsible for bringing any necessary supplies, medications or materials for the activities. Any additional activities outside of the designated contact times, such as meals, amended supervision times and medications, must be approved in advance by the supervisor and the other party.
The parent or individual with whom the children are having contact must not consume any drugs or alcohol before or during the contact sessions. If the supervisor has reason to suspect that the parent or individual with whom the children are having contact is under the influence of drugs or alcohol, the supervisor may terminate the contact session and report the incident to the appropriate authorities.
The parent or individual with whom the children are having contact must disclose any prescription or over-the-counter medications that they are taking before the start of the contact session. The supervisor will use their discretion to determine if the medication could impact the safety or well-being of the children. If the parent or individual with whom the children are having contact is required to take medication during the contact session, the supervisor will assist as needed.
Mobile Phone Usage
The parent or individual with whom the children are having contact must not use their mobile phone during the contact sessions, except in cases of emergency or with the prior approval of the supervisor. The use of cameras, filming or recording devices is strictly prohibited. The supervisor will not use their mobile phone during the contact sessions, except as necessary in the provision of agreed services.
The supervisor will not allow the children to use their mobile phones during the contact sessions, except in cases of emergency or with the prior approval of the parties. If a party is using their mobile phone in an inappropriate or disruptive manner, the supervisor may immediately terminate the contact session or the service.
Both parties are encouraged to be available by phone for contact by a supervisor during supervised contact.
Keeping Records
The supervisor will keep accurate and thorough records of the contact sessions, including but not limited to reports, documentation, and any communication with the parties. The supervisor will maintain the confidentiality of the records, except as required by practicality, by law or to protect the safety of the children. The supervisor will make the records available to the parties upon request, subject to any payments required or confidentiality restrictions. The supervisor will retain the records for a reasonable period of time, as determined by law or the parties.
Involvement of Third Parties
The supervisor may involve third parties in the contact sessions if necessary or otherwise agreed for the safety or well-being of the children, such as law enforcement or child protective services.
The supervisor will discuss with both parties and inform the parties in advance if a third party will be involved in the contact sessions, unless doing so may compromise the safety of the children.
The supervisor will not allow any unauthorized third parties to be present during the contact sessions. The supervisor will not allow the children to leave the designated contact location with any unauthorized third parties unless by prior agreement between the parties.
Equality & Diversity Policy
The service and its supervisors will not discriminate against any party based on their race, ethnicity, religion, sexual orientation, gender identity, age, ability, or any other protected characteristic. The service and its supervisors will strive to create an inclusive environment for all parties involved and will make reasonable accommodations for individuals with disabilities as needed. Any inappropriate, aggressive or discriminatory behavior by a party will not be tolerated and may result in the termination of the contact session or the termination of the service.
Legal Advice
The information provided on this site is for general informational purposes only and is not intended as legal advice. You should consult with a qualified legal professional for specific legal advice related to your situation. This site and its content does not constitute legal advice where submission of any forms or payment of requested monies does not constitute an agreement or create a contract for legal services. FLS reserves all rights to offer, suspend and terminate all services at our sole discretion.
Exchanging Gifts
Gifts may be exchanged during the contact sessions, but must be appropriate for the age and abilities of the children. The supervisor will use their discretion to determine if a gift is appropriate or if it may pose a safety risk to the children. The supervisor may veto any proposed gift and will not allow the exchange of any inappropriate or inappropriate gifts, including but not limited to weapons, alcohol, or illegal substances. The supervisor will not be responsible for the loss or damage of any gifts exchanged during the contact sessions.
Extra Costs & Administration Fees
The parent or individual with whom the children are having contact is responsible for any additional costs associated with the contact sessions, such as the cost of activities, admission fees or meals. The supervisor will inform the parties of any additional costs in advance and will not incur any additional costs without the prior approval of the parties.
If the contact sessions take place at a location that charges an admission fee, such as a museum or amusement park, the parent or individual with whom the children are having contact is responsible for paying the admission fees. The supervisor will not be responsible for any admission fees.
Fees & Invoice Payments
The fees for the contact service will be agreed upon by the parties in advance (or directed by Court Order) and will be paid by the parent or individual with whom the children are having contact. The fees will cover the cost of the supervision during the designated contact times and will not include any additional costs such as meals or activities. Any changes to the fees must be mutually agreed in advance.
Child Refusal to Attend
The supervisor will not force the children to participate in the contact sessions if they do not want to. If a child refuses to participate in the contact sessions, the supervisor will inform the parties and will seek to work with them to address the issue in a way that is in the best interests of the child. The supervisor will not allow the contact sessions to continue if the child is distressed or if the sessions are harmful to the child's well-being.
Suspending & Terminating Services
The supervisor and management reserves the right to suspend the contact service if necessary for the safety or well-being of the children. The supervisor will inform the parties as soon as possible if the contact service is suspended and will provide an estimated timeline and relevant terms for reengagement for when the service will resume, if applicable.
Subject to any Court Orders, the contact service may be terminated by either party with advance notice. The supervisor may also terminate the contact service immediately if necessary for the safety or well-being of the children. Any termination of the contact service will be communicated to the parties as soon as possible.
Child Safety & Risk Management in Service Provision
The supervisor will assess the risks associated with the contact sessions and will put in place measures to mitigate those risks. The supervisor will intervene if necessary for the safety of the children, but will not be responsible for the care or well-being of the children outside of the designated contact times.
The supervisor will report any incidents or concerns that may impact the safety or well-being of the children to the appropriate authorities, including but not limited to child protective services, law enforcement, legal representatives and the court. The supervisor will not allow any activities that may put the children at risk of injury. The supervisor will not allow the exchange of any inappropriate or dangerous gifts, including but not limited to weapons, alcohol, or illegal substances.
Supervisor Reports, Subpoenas & Suspected Child Abuse
The supervisor is required to report any suspected child abuse or neglect to the appropriate authorities, including but not limited to child protective services and law enforcement. The supervisor will report any incidents or concerns that may impact the safety or well-being of the children to the appropriate authorities, including but not limited to child protective services, law enforcement, and the court. The supervisor will cooperate with any investigations into suspected child abuse or neglect.
FLS reserves its right to charge a fee for any reports, subpoenas or Court evidence required to be provided related to the contact sessions, including but not limited to reports required by the court or child protective services.
Staff Learning & Development
The supervisor will provide ongoing training and professional development opportunities for staff to ensure that they are up-to-date on best practices and relevant laws and regulations. Staff will be encouraged to seek out additional learning and development opportunities on their own, including but not limited to conferences, workshops, and online courses.
FLS will seek to provide support and resources for staff to pursue additional learning and development opportunities, as feasible. Staff will be expected to actively participate in learning and development activities and to apply what they have learned in their work with the children and parties involved. FLS is responsible for hiring and supervising staff, as well as for providing training and professional development opportunities.
Feedback & Complaints
The supervisor will provide feedback to the parties at the end of each contact session if necessary or requested. The feedback will be provided in a respectful and constructive manner and will focus on the well-being and safety of the children. The parties may provide feedback to the supervisor at the end of each contact session if necessary or requested. The supervisor will take all feedback into consideration and work with the parties to address any issues raised.
FLS will take all feedback and complaints seriously and will strive to resolve any issues in a timely and satisfactory manner. FLS will keep the parties informed of the progress of any investigations into their feedback or complaints as soon as practicable. FLS reserves the right to suspend or terminate any service engagement at its sole discretion.